Exactly. Just terrrible. Sonos used to be customer-friendly. That is long gone. Only email is for the ceo…. Hahaha. Instead you get a headphone ad tsunami … gosh. Fix the terrible app, THEN advertise.

I’m surprised more people aren’t complaining, honestly. 
 

50-80min phone wait times every single time I’ve called in. 
 

even at 7am PST…which basically means they have 1 or 2 people working tech support cuz let’s be honest, how many people are calling Sonos tech support between 7-10a USA time?

This is THE biggest disgrace to customer service I’ve ever experienced from an established technology company. Just embarrassing. 
 

they should put as much effort into customer satisfaction as they put into their woke liberal tech company policies. I’m sure they have more people on their gender inclusivity team than their tech-support.

The new app is appalling ….. simply terrible. But trying to find a place to complain too ….. it’s almost as difficult as using their bloney app ‍♂️‍♂️

At the bottom of this (and every) page is a link to ‘contact us’. 

Go and try it and see how you go. I think you'll find that your experience reflects what others have said in this post.

The post was ‘trying to find a place to complain too (sic)’, which I provided an answer to. 

Everyone knows that already, so what answer did you provide? Or perhaps you can show us how it's done?

The fact of the matter is there is no way to contact Sonos support without lengthy delays and a lot of wasted time.
 

I did get a response back on my email to the CEO. However, it was completely useless and was just a template response that I assumed they’re sending to everyone after they released such a crap app change. The email didn’t even address my concerns.

are any of you having problems with individual speakers in your system not showing up in the app?

Hi,

I had an misconception that Sonos is a great company, they have a wonderful tech support. But over the past few weeks tried very hard to contact the customer support failed. The waiting time is close to an hour, I tried at different timings but failed to speak to them. So I finally gave-up and trying my luck by reaching out through this route. 

The matter is that, my Sonos Roam has stopped working, became very unreliable, some times it connects(Bluetooth) after multiple tries but most of the time it doesn’t connect, I tried with multiple laptops but its same issue.  The issue started showing-up by the end of last year but on resetting it works for sometime and soon same issue replicates. Over the past few weeks its almost gone/stopped working. 
The details of my product is as follow : 

Product : Sonos Roam Portable Smart Speaker - Black
Purchase Date : Sep 02, 2022
Order number: 03-09055-43154
Seller : Peter Tyson
Country : UK

I hope someone from Sonos care must be keeping an eye on these community discussions, So, hoping to hear from them, being positive.

Moderator Note - Removed reseller hyperlink. 

You are going to need to spend the hours on hold and talk to a Sonos rep on the phone. If your roam is toast they might give you a coupon for a new one or replace it altogether with a gen2 if you are persistent and lucky.