I have had a SONOS system since 2012. Problems along the way, for sure, but NOTHING like this latest one with "Encoding" errors galore lately. I've contacted Sonos support over the years with a few bugs and glitches surrounding my music library, my components too close to each other, wiring my bridge into my router . . . all of which were frustrating, to say the least. I'll admit my patience has run short with SONOS at times but I haven't had any issues for a couple of years . . . . . . . . until now. I've been getting the same "Unable to play (whatever song it randomly decides it can't play) because of an encoding issue of some sort; even though I'm listening to the very song it says it cannot play. The message disappears, the song usually plays in its entirety; but, there have been times when Sonos will start dropping songs in the middle of a playlist or a particular song . . . playlists and songs I've had for years. If I try and play the playlists for any real length of time, missing these ridiculous messages on my phone (used as my controller) sometimes, the system will start dropping songs which is when I finally discover a series of these messages have been popping up and I just missed them.
I'll admit I have little patience with problems like these as I am NOT a computer guru. All I want to do is listen to the music I've purchased either on CD's I've had for years and years OR the new music I've been buying on I-Tunes. I've called SONOS support and actually got to talk to someone after being on hold for the average 30 to 35 minutes. They no longer return calls as they once did when I first bought this system. NOW, if you want to talk to a live person . . . that is the standard wait time because they care so much about my time (or so they say). Yeah, right.
This last go'round ended up with the tech support person I spoke to telling me because of DRM restrictions, I need to "fix" the issues with my music by contacting I-Tunes/Apple. I was told this is MY problem and offered nothing more than links to obtuse sites that prompt me to sit in front of my computer and search for the songs they claim aren't encoded correctly. Yeah right. I have hundreds of songs and I simply don't feel this is MY responsibility. SONOS was sold to me as a system that worked in tandem with I-TUNES and it is my opinion that that is EXACTLY what it should do. If it doesn't any longer because of some sort of temper tantrum between the two companies, that is/should be on THEM. As a consumer, I find this situation completely unacceptable and is what one could label a "scam" to hold my music hostage, music I've purchased in good faith. Further, this isn't exclusive to songs pre-2009. I've encountered this nonsense with songs I've purchased through I-Tunes in the last couple of years. I refuse to pay ransom for music I've purchased. I've read claim after claim on these threads that it requires this fix or that, all of which would take exorbitant amounts of time for anyone to tediously go through song after song and decide whether or not it requires some sort of "fix" that would challenge even the most experienced computer guru. As I said, this is happening with music I've purchased just in the last couple of years as well as the CD's I had for years when I purchased this system.
If it were just a matter of seeing some idiotic message scroll across the screen on my smartphone and the music was all able to still play without issue . . . I could handle that. But, for heaven's sake, to have my playback interrupted and songs dropped because of some sort of "p-ing" match between two companies who have both profited from my purchases, THEN there's an issue.
Anyone with any information on any sort of class action lawsuit either pending or past, names and addresses of attorneys, or advice on how to get these two companies to do the right thing would be greatly appreciated.