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The new Sonos S2 App Sucks

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The new app is terrible. I think my experience is worse because the app update happened during our move into a new house, new network, new ISP, etc. I have deleted my Sonos app, Sonos account, reinstalled the app, set up a new account, factory reset all devices a dozen times, tried 2.4 GHz, IoT onboarding, etc, etc, etc. I can see the devices all connected to my Wifi, but none appears in the Sonos S2 app on my system. I was able to get the ARC to finally appear on a wired ethernet connection, but disappears when I unplug and go wireless. I might be able to run a switch at my TV to connect TV, ARC and Sub wired, but Sonos should fix their issues.

I think the best thing I can do right now is file a warranty claim on my Platinum AMEX since Sonos will not respond to Support emails. I don’t have hours to spend on the phone on hold since apparently their help desk is overwhelmed with customer issues. I have already wasted hours trying to set up the Sonos. I installed at least a half dozen other devices (two garage door openers, two wireless garage door opener keypads, power shades, etc) on our new network easily in a few minutes, so it is not me or my networks that are the issue. Sonos is the problem.

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L44WSN

Lyricist II

I’m sure most of you have received this by now. But for those that haven’t:

Sonos app Update from Sonos

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BladdyK

Lyricist I

Sonos just apologized for this. Even in the best of times, I think the app is hard to use. It still annoys me that I play one song and then it stops playing anything.

Then they updated the thing, and my system broke. Now somehow I can’t control all my speakers because the app can’t recognize different networks that are all, get this, the same underlying network. I have to walk out of my room to play the speaker.

Then I had to load new software onto my Play 3 and it wouldn’t do it over wifi, even when I was next to the router, but then would do it when plugged in.

I always contemplate throwing the speakers out of the window but my wife stops me. I certainly won’t buy a new product. Hopefully someone will come up with something that actually works.

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Bobgobdubd

Lyricist I

I’ve wasted so much time trying to get my Sonos system to work. Just sad and disappointed that they put out such awful products. Must be some disconnect between them and tech titans.

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Boomer guy

Lyricist I

Ditto all of the comments re new app. Very frustrating to use!
Also, trying to get through to customer “service” is highly frustrating. Always an hour wait despite what the original hold time estimate is. Why don’t you want to help your customer? This is not a great area for cost savings.

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Rob_M

Lyricist III

I don’t know what you did and why you did it Sonos…..but can you please undo it? Honestly - terrible is not the word. It is not intuitive, I cannot even work out how to change the volume. I am sure the engineers and product managers who developed it and have played with it day in and day out before its release, know how to use it. But think of the rest of us. Suddenly we have a completely new, what I can only describe as awful, UX put front of us. What were you thinking? Fire the idiot approved this release……and in the meantime, prepare to go out of business

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ecorzo

Lyricist II

There is no other way around it - Sonos has truly forgotten who they work for and the new app is a great sign of it. The only worst deployment than the new Sonos 2 app is that of Apple’s maps … at least with maps we had other mapping options but not with this one. The app reduces my speakers to bratty teenagers to the degree in which a single speaker will, just by the touch of a button adding another speaker to the group, lag behind!!! So now I start to hear music lagged and unable to discern how to, where to and in what steps to make it sound as beautifully is it did before. As far as I am concerned I just won’t use them for now…. I am sure one day somebody at Sonos will figure out, yet again, they have a problem. I am comforted that at least for this blunder I have my true faithful Sonos Bluetooth roam speaker to take everywhere I need though it definitely is not the experience I expected after shelling out 10k on the system

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ecorzo

Lyricist II

There is no other way to put it, this new updated Sonos app for the Apple ecosystem just plain sucks! I’ve been with Sonos for about 8 years and this is the very worst app update. Use ability is horrible and not the least bit intuitive. Volume control is awkward and clunky, still haven’t figured out speaker selection, speakers shutting down randomly then coming back on and volume raising and lowering intermittently. I feel like a beta tester and I’m not happy with this buggy app. I didn’t ask for this app and I really don’t want it. It was automatically downloaded to take the place of the old one.

Totally agree with you - somebody needs to get their act together at Sonos (yet again) and blaming users and networks for it does not help any of us

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ecorzo

Lyricist II

Totally agree with you - somebody needs to get their act together at Sonos (yet again) and blaming users and networks for it does not help any of us

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Patrick Turner

Trending Lyricist II

The new app is a disaster wrapped in a nightmare within a mess. Please get rid of this joke. Was this designed by someone who is trying to sabotage your company?

I have a house full of Sonos. The app is user hostile. It is more of a hassle to use than it is worth.

Did you lay off your QA department?

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ewe

Contributor I

The new app is terrible. I think my experience is worse because the app update happened during our move into a new house, new network, new ISP, etc. I have deleted my Sonos app, Sonos account, reinstalled the app, set up a new account, factory reset all devices a dozen times, tried 2.4 GHz, IoT onboarding, etc, etc, etc. I can see the devices all connected to my Wifi, but none appears in the Sonos S2 app on my system. I was able to get the ARC to finally appear on a wired ethernet connection, but disappears when I unplug and go wireless. I might be able to run a switch at my TV to connect TV, ARC and Sub wired, but Sonos should fix their issues.

I think the best thing I can do right now is file a warranty claim on my Platinum AMEX since Sonos will not respond to Support emails. I don’t have hours to spend on the phone on hold since apparently their help desk is overwhelmed with customer issues. I have already wasted hours trying to set up the Sonos. I installed at least a half dozen other devices (two garage door openers, two wireless garage door opener keypads, power shades, etc) on our new network easily in a few minutes, so it is not me or my networks that are the issue. Sonos is the problem.

I am a software developer with 60 years experience. I have never seen such a mess. What is really silly and infuriating is there is no roll back. It is bad enough to supply an update that trashes thousands of dollars worth of equipment, but not to provide a rollback is unbelievable. I found a way to load an image of the pre-update app. That worked fine. I just got a few days ago a notification from Sonos that I had to update. It would not let me use the old app. It forced an update to this disaster.

I have been a fan of Sonos for years and have recommended it highly to my friends, all of whom are classical and opera fans. Many of whom have big Sonos systems installed based on my recommendation. I can not possibly recommend Sonos now. If I had released a disaster like this anytime in my software career with no rollback provision, I would have been drawn and quartered.

Sonos has trashed decades of goodwill in an instant.

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