Could it be due to the volume of calls and complaints they’re receiving at the moment due to the seemingly premature release of the app update? You’ll get lots of speculation here, but probably only from users - this is a user community, after all - rather than a definite response from Sonos.
Because you’re a professional installer, I’m a little surprised you needed to ask on the forum. 

Yes the difficulty in getting tech support is obviously as youve pointed out-doesnt take a rocket scientist to work that one out-no offence.

Problems are problems whether we are professionals or not-We all use Sonos in diifferent ways (in our case on a semi commercial basis), and need to vent our and our clients frustrations. We are the bridge between our clients and Sonos therefore we are privvy to many unanswered issues which are beyond our control. 

You know this is primarily a user’s forum, right?  I believe the point being made is that a commercial installer would/should have more of a direct communications method than complaining to other users.  

As both a primary user and comercial installer i have the right to add to this forum, in the hope Sonos will listen and act.

We dont have any more tech support than you do!

Unless you have something constructive to add, please dont.

As you say, it doesn’t take a rocket scientist. No offence taken. 
 

Hopefully, you won’t take offence either when I ask: then why ask the question, as you did in your original post? You already know the answer. 

You haven’t actually said what the core issues are. I appreciate that ‘networks’ and ‘installs’ maybe setup by the ‘installer’ in a variety of different ways, but the new Sonos App works fine here. It’s perhaps a touch sluggish in one or two areas, but I have no issues getting any audio source, within the new App to play on 25 speakers (10 Sonos rooms) Home system. That’s using iPhone, iPad, or Android (tablet) controller. It’s not clear though if that’s the issue your customers are reporting to you.

I would say if your own ‘installer’ problems persist, you would be best to consult directly with Sonos Support via this LINK to discuss the matter in detail and see what the Staff can perhaps then suggest to help you to resolve the matters with your customers.

ok core issues at the moment are no music library option on new app (which is important to our client base)..also no option to downgrade legacy products to S1 (which allows us some kind of rescue for legacy products?)

Do you honestly think weve not tried sonos support as per link many times already??

This log is more about getting sonos attention to make S2 available until they sort out issues with new app. one would hope they are reading the community comments.

The local library changes in the new Sonos App were sent out to users via messages in the S2 App prior to the App update and in emails too. See attached screenshot.

In summary both ‘SMBv1’ and ‘http’ protocols are not being supported by the new Sonos App due to their obvious and widely-mentioned vulnerabilities. Users need to upgrade their local libraries to use SMBv2 (or higher) - so that’s a fairly straightforward fix for any installer.

The downgrade of eligible products from S2 to S1 is not currently available in the new App, but Sonos have said that they plan to add this feature at some point, going forward. 

The App future features development is now available here and shows those features that will be added later this month:

https://support.sonos.com/en-us/article/the-new-sonos-app-and-future-feature-updates

I was not made aware at any point via the S2 app or otherwise made clear to me as far as im aware. if i had known this i would never have moved to new app..and i widh i hadnt.

we set up remote systems (using legacy products) for showhomes and have been using Synology NAS set up as SMV2 to 3. this was working ok but see no option of setting up using new app?

See this support link (and the links off it)… you can use the Desktop controller Apps:

https://support.sonos.com/en-us/article/add-your-music-library-to-sonos

If you are an authorized dealer, there is a separate support group that may be a bit more responsive.

@ian smarthome

Here’s the link I believe @buzz was referring to:

https://www.sonos.com/en-us/trades

There’s also this link for business:

https://www.sonos.com/en-us/sonos-pro

BTW…both links are at the bottom of this page called “Dealer Store” and “Sonos for Business” Strange as an Authorized Dealer/Installer you weren’t aware of the support link .

Is it fair to assume that everything in those systems is under your control? If so, it would make sense to use one or more Android tablets as the controllers, and to install the pre-May (gold icon) version (16.1) on them, and prevent any auto updates. That way you should have a completely stable system.

You can then do you own testing (the testing that Sonos should have done 2 months ago) to decide if/when you feel willing to take the risk of upgrading the app.