I have been using Sonos for the better part of 15 years. It has been solid for most of those years. I will never purchase another Sonos product. The new app is the worst design I have experienced for any product - ever. It is the least-intuitive interface, that I don’t think I will ever pick up. Many speakers disappear from the app and re-appear later. I have speakers that just stop playing music. I have songs that play about halfway through and then skip to the next. All of this is at a location that worked for years. The ONLY thing that has changed is the app.
One of Roam speakers stopped turning on. They gave me a return order via support chat. They took all of my information and sent me an e-mail. The e-mail wants me to go to a website to confirm the data and provide a credit card number (in case I don’t return the faulty device). The web form doesn’t work, so no return. It took me roughly 5 ½ hours to get through the return process on Saturday. Yesterday I spent another 2 hours to reach a person about the web form not working….only for them to tell me that I would have to call back on Monday when that department is open. So now it’s Monday and the hold time is 50 minutes. I’m pretty sure I will spend 2 - 3 hours on the phone with Sonos today.
There is nothing professional or likable about this company or its products any longer. In fact, as I type this….I just threw the speaker in the trash. I am so incredibly tired of wasting all of my hours just trying to get this system to work. The next post is to Facebook Marketplace - to sell everyone one of these speakers.
