That AMA was an embarrassing debacle

Forum|Forum|2 years ago
May 14, 2024
21 replies
752 views

So, if you thought anyone from Sonos would apologize for this travesty of an app update and/or explain WHY releasing the updated app now was so important it was worth doing despite the app missing numerous previously existing features, you were, like me, sorely disappointed.

However, if you were looking forward to them showing up an hour late, answering maybe 6 questions in total, and doing so only in oblivious marketing gibberish (apparently the negative feedback has "energized" the team!), then it was a real treat!

Hard to believe they found additional ways to insult and ignore loyal customers who have each given them thousands of dollars over the years, but they managed it. I sure hope each of them is getting very drunk right now and questioning their life choices.

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C

cpalmer74

Prominent Collaborator I

So, if you thought anyone from Sonos would apologize for this travesty of an app update and/or explain WHY releasing the updated app now was so important it was worth doing despite the app missing numerous previously existing features, you were, like me, sorely disappointed.

However, if you were looking forward to them showing up an hour late, answering maybe 6 questions in total, and doing so only in oblivious marketing gibberish (apparently the negative feedback has "energized" the team!), then it was a real treat!

Hard to believe they found additional ways to insult and ignore loyal customers who have each given them thousands of dollars over the years, but they managed it. I sure hope each of them is getting very drunk right now and questioning their life choices.

I think we need some space from this company. It’s not a fun, healthy hobby anymore.

1. Turn off all Sonos account notifications.
2. Unsubscribe from all of their mail
3. Disable app update on your devices

4. Disable system updates for your speakers

People, walk away. You deserve better.

thank you

press250

Prodigy III

https://www.theverge.com/2024/5/14/24156703/sonos-app-redesign-new-ama-complaints

So. Much. Winning.

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CovertDirt

Enthusiast II

So wait, no questions were asked about playlists not working, and no questions were asked about just releasing the previous app for iOS while they fix this?

Did they really cherry-pick just those questions? I thought there would be a LOT of questions about playlists and the queue?

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unahppyowner

Enthusiast II

Sonos keeps telling us exactly who they are, and we keep hoping its not true. Time for me to listen. Yes, Sonos should be embarrassed, but I doubt it. These people are bad and shameless. I think one of the things that might possibly arise from this uproar is that none of these named people will ever work in Hi Tech after Sonos. Clearly the CEO Patrick Spence is incompetent and the rest of the gang he has brought in is no better.

The Board of Directors and shareholders should have stepped in and forced a change by now, but they must not be paying attention.

As far as the headphones go, laughable. Sonos vs. Sony, Bose, Apple B & W? Please do not make me smirk. The only chance those headphones had was with Sonos customers that wanted to stay in the Sonos ecosystem. How do you feel about that now?

Embarassing? Absolutely, candid yes. Sonos has yelled and screamed as loud as it can “WE DONT CARE ABOUT OUR CUSTOMERS, WE JUST DO NOT!!”

Time to listen….

Bumper

770 questions, 18 answers, took them 40 minutes for first answer.
It was hilariously bad in that there were hundreds of angry people asking hard questions and they tried to answer with seemingly prepared questions “an app is never done” that just pissed people off

They disclosed that they discovered a major bug on the morning of the release but released it anyway then patched. Pretty wild.

Something tells me they won’t be doing one of these for a while

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CovertDirt

Enthusiast II

770 questions, 18 answers, took them 40 minutes for first answer.
It was hilariously bad in that there were hundreds of angry people asking hard questions and they tried to answer with seemingly prepared questions “an app is never done” that just pissed people off

They disclosed that they discovered a major bug on the morning of the release but released it anyway then patched. Pretty wild.

Something tells me they won’t be doing one of these for a while

That is a terrible ratio of questions to answers.

Bumper

That is a terrible ratio of questions to answers.

Yeah they did their best slow walk this. They avoided the difficult questions. Ignored the angry users and cherry picked some questions they probably had some answers pre prepared.

K

Kumar

I only found out about this event today, and I was amazed to read the thread, at how bad it all seemed to be, as a customer experience, even from how it was managed, let alone the at times weird content.

Bumper

A case study in making things worse.

press250

Prodigy III

A case study in making things worse.

Completely agree: would have been better for EVERYONE to have skipped it.

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