I just had to highlight this seemingly bizarre and absurd response from the (equally bizarre and absurd) AMA.

An app is never finished? This app seemed like it was never started properly.

The way this is described, it sounds like the design team was slaving away for years on the new app and decided to just ship it. Yet when using the app (especially the iPad version), it feels like the design team only spent a few months on it at most.

You need to stop spouting stuff like this to try to justify the intentional release of an incomplete product that you were fully aware had numerous issues but you decided to ship anyways.

Just admit you messed up pushing the release and apologize. Be human about it. That’s the first and most important thing you can do for customers, so that you can start this relationship over…because for some people it is over.

PS. You also might want to put one of your Community Managers (ie Keith) in charge of speaking to your customers in a human voice for you because you don’t seem to be very good at it yourselves. Save the jargon for your corporate meetings with investors instead. 

Moderator edit: link to unrelated site removed

I just read some more of the comments on the AMA thread.

What boggles my mind after all this massive feedback by the community is that the Sonos management team still seems to be 1) not listening and understanding what the Sonos community is saying and 2) thus are not aware that they’ve done anything wrong.

This is beyond sad.

Why? Because it means they aren’t learning from their mistakes in this situation and thus will more than likely repeat it again in the future (which obviously most customers don’t want to experience again).

Moderator edit: Combined posts