Hi @wattsie 

Welcome to the Sonos Community! And, apologies for the delay.

Sonos systems work in a vast array of different environments - people use different speaker combinations with different routers, switches, Access Points, ISPs, connection methods, interference levels, operating systems, phones, tablets and computers.

When an issue is reported, an agent can search documentation (or just be familiar with an issue), gather diagnostics from your system, and details about your system and environment. Pulling this info together, they can try to address the issue that you are reporting. Due to the simple fact that most issues are not in fact bugs and can be addressed by making changes in some fashion, this is where we naturally start - with most reports. Some reports (like the dot being missing on a volume slider) are very obviously a software issue and can be reported as such easily. Others, not so much. But, once we exhaust other possibilities, any unresolved issue can be reported as a software bug, but only once we prove and document as much - imagine the cost (and time wasted) if every issue was handed over to a top engineer or software developer to be fixed, when the actual cause was that a cheap router with poor software just needed a reboot? No actual software issues would ever get addressed in a timely manner!

If you don’t want to go through the hassle of speaking to a bot, a phone call would be where to start. If you don’t want to go through any troubleshooting at all, then reporting an issue here on the community to see if anyone else says “me too” would be the next best thing, and quicker. If I see something here that strikes me as odd (and we read it all), I will see if I (or someone else) can replicate the issue - if we are not already aware, and it is replicable, then I will ask someone to create a ticket for the now confirmed issue.

I hope this helps.

Being an engineer myself, I can appreciate it’s inefficient to have engineering or product managers working issues that may have a work around or are simply user errors. But Sonos has slipped on their interoperability in their designs IMHO.

The fact that S1 gen systems can’t at least be visible to the S2 gen mobile app as a 2nd system is ridiculous.

There is also a huge issue bug(s) with their S2 gen and mesh networks. The S2 app can’t see a system that was working for months. Spent 2+ hrs submitting various diagnostic logs, answering endless CS support questions to help them understand my system all trying to work around what is clearly a design error or bug.

I hav readily spent $20,000 on Sonos gear and it’s disappointing - when they pretty much invented this zoning and ease of system connectivity. Come on VP of Eng, at least did this big for us all!!