Real person, checking in! (there is a lot going on, as you’d imagine)

Typically when talking about slow and sluggish app response time, it’s normally due to issues between the controller app and the players communicating. Seems like it might be best to get in contact with our Support team so they can have a closer look at this connection. The Support team should be able to determine exactly how the app is talking to your players (the "path" it's taking) and how to potentially make it faster.

I understand some time has passed, have you already given them a shout?

My dude, if only that was the lone issue with this garbage app. Among other things:

• My music library only appears intermittently. No change in the software or hardware, no change in my internet connection. It’s just… sometimes it’s there, sometimes it’s not. Not that it matters anyway, because you removed the alphabet on the side so scrolling through my 4000 albums to get to something in R gets pretty old! But hey, at least I always have access to Sonos Radio that I don’t want and can’t remove from my app because you’re trying to upsell me your crap.
• When you search for something in Apple Music, it doesn’t show your library. You need to click on the tab for apple music, than click on the tab for my library. This is insane and stupid.
• Sometimes, the system will just end a record midway. No rhyme or reason to it, it just says it’s over, even though there are additional songs in the queue.
• I would say I get a “something went wrong” message at least twice during each period in which I listen to music. Either my recently played doesn’t show up, the controller doesn’t connect to the system, or the search function is disabled.
• The volume response is incredibly poor. Sometimes it doesn’t work at all and just reverts to what it was before I tried to adjust it.

I honestly feel sorry for you all that you have to deal with this terrible decision made to put out a poor update so they could sell more hardware. It’s embarrassing and the fact that the CEO continues to refuse to acknowledge it is absolutely insane.

So again I’ll ask: upload an unedited video of someone using this garbage and show me someone, anyone, who actually thinks this is an acceptable way to treat your customers and is having a good experience with the app and new system set up. 

And finally, your updated terms forcing arbitration are embarrassing and pathetic. 

Absolutely despicable.

The binding arbitration clause has been there for at least 4 years. It wasn’t even buried in small print: it was pointed out in the third paragraph in bold and all caps.

THIS AGREEMENT CONTAINS AN ARBITRATION CLAUSE. SEE SECTION 13 BELOW FOR FURTHER DETAILS INCLUDING YOUR RIGHT TO OPT OUT OF ARBITRATION. It is important that You read and understand the terms of this Agreement before purchasing, downloading, registering and/or otherwise using Sonos Product and/or Services.

https://www.sonos.com/en-us/legal/terms-of-use-2020

Perhaps you never read the Terms of Use before?

Agree with all of these people. You’ve lost the plot. I have been selling and installing what was a wonderful product and well thought out control system, since they began with the ZP80 and 100s, probably 20 years ago now. I have hundreds of customers with large houses and lots of players and as the old Connects and Connect Amps are dying, we are steadily adding Amps and Ports to S1 systems. Loads of scope for sales. Well Not Now! A few years back you said ‘OK guys, all your old players are now redundant and it’s time to get new stuff’. The resultant outcry forced you to rethink that one but now, not only have you taken away the ability to downgrade players to work in our clients’ houses, you’ve destroyed the app for those wealthy enough to replace existing ones. I literally have ten clients waiting for new players now and until I’m able to stick the S1 software on them they’re all unable to use their systems in those rooms. I cannot abide the new setup and neither can most of my customers who have their CD collections digitised and on NAS drives. But hey, at least you put alams back in even though you’ve hidden the setting of them away under layers of menus. Just stick a damned clock icon back on the main screen. Pretty much everything that could have been messud up, HAS been messed up. Well done you. Well, ‘Wiim’ haven’t quite perfected their interface yet but it’s still better than yours and frankly their basic module sounds like a £1000 CD player when streaming FLACs. It has Bluetooth and Airplay receivers AND transmitters,  will play 24bit/192khz files and have not only optical and coaxial outputs, but an optical input too. Once they iron out their software, watch out. Serious potential competition. You should treat your loyal customers with more respect. Please put the S2 app back on the app stores and rethink this disatrous decision.

Dude, they highlighted this section in their new agreement that they force you to accept. Regardless of how long it’s been there (and note that it has in fact been updated) they are clearly saying to customers YOU CANNOT SUE US DESPITE OUR AWFUL APP instead of just officially acknowledging they made a mistake.

Do you actually think this app is good? I’d like to hear from you honestly.

The excerpt I quoted was the old agreement that you chose to accept when you started using the product. Nobody forced you to use this product: if you did not like these terms then you could have chosen something else. It's really not that complicated.

Did you read the Terms of Use when you started using Sonos? I'd like to hear from you honestly.

The new app is working fine for me.

Post a video of you using the app. 

Why are you avoiding @edmountain’s question ?

No I didn’t read the terms of use. My point still stands that they forced through a notice to remind people they can’t sue. 
 

It’s nice of you all to ignore my broader points though! Enjoy your sonos reward or whatever you get for defending this garbage company.