Hi all,
We read all of your comments here on the Community and completely understand how frustrating this issue must be for those affected.
Please rest assured that our teams are continuing to work on this issue but we have no further updates on a timescale for a fix right now.
We are continuing to pass on feedback from this and other threads to our development teams so your voices are being heard.
As soon as we have something to share we’ll update you all on this thread.
Cheers,
James L.
If they just changed it to the 14.10 update specs…it would all be over.
Hi all,
We read all of your comments here on the Community and completely understand how frustrating this issue must be for those affected.
Please rest assured that our teams are continuing to work on this issue but we have no further updates on a timescale for a fix right now.
We are continuing to pass on feedback from this and other threads to our development teams so your voices are being heard.
As soon as we have something to share we’ll update you all on this thread.
Cheers,
James L.
Thank you James for your reply. However 2 months with broken systems, no idea for when it will work properly again, no possibility of a refund when we (the consumer) didn’t break the product is a shocking attitude from your company.
Clearly the solution is not your development teams priority, as the last two updates since 14.12 have been for the new sonos sub. Thats been published in your release notes.
The trueplay function was one of your selling points for your hardware and we no longer have it (well technically yes but it doesn't work). For many of us trueplay ON or OFF, the system is broken. Sonos are not being transparent with its customers as either the testing was not done before the software release or you knew and released it anyway (perhaps in favor of your new sonos mini sub?).
The mini sub may boost your sales back up but unfortunately your present customers are turning their backs on your products. Obliviously you must know this if you check out the posts and complaints all over the social media sites.
I am not a software developer but how hard can it be to roll back to a previous software/firmware?
We can do it with phones, computers etc so it must be possible.
I’m pretty sure this is to do with the release of your mini sub, strange coincidence that our system sound like garbage now just before the release of a new product in the same category of sound.
Perhaps the new sound signature is to suit the sub mini as it can’t handle the 14.10 one?
As you can well see in this thread i am really annoyed and angry with this situation. It has been going on for far too long and with no fix…..TWO MONTHS !!!
I would like to be contacted by sonos to refund all of my sonos equipment, outside of guarantees and the 100 day limit. You sold me a product with trueplay and a sound signature and have changed it without giving any choice. I no longer have the product i originally purchased.
Couldn’t have said it any better
Thank you for your post James, we understand it’s not your call to give us timelines.
The only responsible person for this is your SEO, who must understand how bad the situation is. Sonos is not a cheap system and you cannot afford to play with your customers this way.
I cannot imagine how angry the people will be if there is no fix (new fixed firmware) next week and we have to wait another month. He MUST understand that this is top priority now!
Hi James,
You have the fix already. It's your 14.10 code.
...and completely understand how frustrating this issue must be for those affected…
I love how this implies that the number of people affected by this is a small minority of owners. As if it doesn’t affect every single setup that involves an Arc paired with a sub. As if we’re supposed to believe that we’re just the unlucky ones and that somewhere out there is a sub/Arc combo running the 14.12+ update that doesn’t drop the low frequencies with TruePlay enabled.
Regardless, this is not the update we were expecting or wanted to hear. It’s outrageous that it’s now been two months and Sonos doesn’t have a timeline for a “fix”.
Here’s a thought - I’ve owned Roombas now for years and occasionally they’ll push a bad update out. When that happens there’s no way for the end user to roll the update back BUT you can contact support and they’ll roll the update back for you. Why not do something similar here? That way only “affected” users get rolled back and you guys can continue work on a fix for the masses.
...and completely understand how frustrating this issue must be for those affected…
I love how this implies that the number of people affected by this is a small minority of owners. As if it doesn’t affect every single setup that involves an Arc paired with a sub. As if we’re supposed to believe that we’re just the unlucky ones and that somewhere out there is a sub/Arc combo running the 14.12+ update that doesn’t drop the low frequencies with TruePlay enabled.
Regardless, this is not the update we were expecting or wanted to hear. It’s outrageous that it’s now been two months and Sonos doesn’t have a timeline for a “fix”.
Here’s a thought - I’ve owned Roombas now for years and occasionally they’ll push a bad update out. When that happens there’s no way for the end user to roll the update back BUT you can contact support and they’ll roll the update back for you. Why not do something similar here? That way only “affected” users get rolled back and you guys can continue work on a fix for the masses.
There have been posters in this very thread who are not experiencing this problem with an Arc and a Sub, so that negates your claim right there. An informal poll on Facebook reflected the same. Also, the fact people unaffected are not as likely to seek out this thread or the poll, never mind post to them, lends credibility to Sonos' statement that it is only a certain subset of users affected.
...and completely understand how frustrating this issue must be for those affected…
I love how this implies that the number of people affected by this is a small minority of owners. As if it doesn’t affect every single setup that involves an Arc paired with a sub. As if we’re supposed to believe that we’re just the unlucky ones and that somewhere out there is a sub/Arc combo running the 14.12+ update that doesn’t drop the low frequencies with TruePlay enabled.
Regardless, this is not the update we were expecting or wanted to hear. It’s outrageous that it’s now been two months and Sonos doesn’t have a timeline for a “fix”.
Here’s a thought - I’ve owned Roombas now for years and occasionally they’ll push a bad update out. When that happens there’s no way for the end user to roll the update back BUT you can contact support and they’ll roll the update back for you. Why not do something similar here? That way only “affected” users get rolled back and you guys can continue work on a fix for the masses.
There have been posters in this very thread who are not experiencing this problem with an Arc and a Sub, so that negates your claim right there. An informal poll on Facebook reflected the same. Also, the fact people unaffected are not as likely to seek out this thread or the poll, never mind post to them, lends credibility to Sonos' statement that it is only a certain subset of users affected.
“Not experiencing” and “not perceiving” are two very different things. Would love to see the result of a frequency sweep on supposedly unaffected systems.
This isn’t a Windows update where two people can get the update and have very different experiences. We’re all running the same hardware and the same software. If two identical pieces of kit can get the same firmware and then have two WILDLY different end results then SONOS would have a much bigger problem on their hands.
“Not experiencing” and “not perceiving” are two very different things. Would love to see the result of a frequency sweep on supposedly unaffected systems.
This isn’t a Windows update where two people can get the update and have very different experiences. We’re all running the same hardware and the same software. If two identical pieces of kit can get the same firmware and then have two WILDLY different end results then SONOS would have a much bigger problem on their hands.
Not everyone has the same TV, and not everyone uses the same streaming device(s). I for one trust the majority of people to be able to hear what they hear. No such thing as golden ears. I also trust Sonos to not lie to their customers. I back that up by saying i know what a widespread problem looks like on this forum, and it's not 22 pages in a few weeks, it's hundreds of pages in a few days.
There have been posters in this very thread who are not experiencing this problem with an Arc and a Sub, so that negates your claim right there. An informal poll on Facebook reflected the same. Also, the fact people unaffected are not as likely to seek out this thread or the poll, never mind post to them, lends credibility to Sonos' statement that it is only a certain subset of users affected.
“Not experiencing” and “not perceiving” are two very different things. Would love to see the result of a frequency sweep on supposedly unaffected systems.
This isn’t a Windows update where two people can get the update and have very different experiences. We’re all running the same hardware and the same software. If two identical pieces of kit can get the same firmware and then have two WILDLY different end results then SONOS would have a much bigger problem on their hands.
Not everyone has the same TV, and not everyone uses the same streaming device(s). I for one trust the majority of people to be able to hear what they hear. No such thing as golden ears. I also trust Sonos to not lie to their customers. I back that up by saying i know what a widespread problem looks like on this forum, and it's not 22 pages in a few weeks, it's hundreds of pages in a few days.
TV and streaming devices are not a factor - the issue is on the SONOS side of the equation.
I’m not talking about golden ears or “what people can hear”. Those are subjective measures of an objective problem.
It’s nice that you’re so trusting. I, for one, have trouble trusting a company that has ruined a product that I paid a decent amount of money for and has now spent two months minimizing or ignoring that issue.
TV and streaming devices are not a factor - the issue is on the SONOS side of the equation.
I’m not talking about golden ears or “what people can hear”. Those are subjective measures of an objective problem.
It’s nice that you’re so trusting. I, for one, have trouble trusting a company that has ruined a product that I paid a decent amount of money for and has now spent two months minimizing or ignoring that issue.
HDMI and CEC are notoriously unreliable when it comes to standards, they are also very interdependent. It wouldn’t be the first time a certain combination of HDMI/CEC hardware caused a problem which appears to be only soundbar related.
TV and streaming devices are not a factor - the issue is on the SONOS side of the equation.
I’m not talking about golden ears or “what people can hear”. Those are subjective measures of an objective problem.
It’s nice that you’re so trusting. I, for one, have trouble trusting a company that has ruined a product that I paid a decent amount of money for and has now spent two months minimizing or ignoring that issue.
HDMI and CEC are notoriously unreliable when it comes to standards, they are also very interdependent. It wouldn’t be the first time a certain combination of HDMI/CEC hardware caused a problem which appears to be only soundbar related.
What are you even talking about? Sonos acknowledged that this a bug introduced in the 14.12 firmware in the OP of this thread.
This has nothing to do with HDMI/CEC - you’re grasping at straws and just making stuff up at this point. And, to be frank, it’s kind of weird.
Hi all,
We read all of your comments here on the Community and completely understand how frustrating this issue must be for those affected.
Please rest assured that our teams are continuing to work on this issue but we have no further updates on a timescale for a fix right now.
We are continuing to pass on feedback from this and other threads to our development teams so your voices are being heard.
As soon as we have something to share we’ll update you all on this thread.
Cheers,
James L.
James,
I imagine your department haven’t much of anything to do with Software Deployment, and someone had to draw the short straw on tending to the upset community. So I appreciate your time, and of course do not blame you specifically for the issue.
I was calm about the issue when it first arose, thinking that Sonos’s Dev/Solutions team would be on this swiftly. Especially given that TruePlay is a huge selling point for your system. However now nearly 2 months has passed and not a single thing has changed to improve the situation. This is unacceptable.
I do like Sonos throughout my house, but as far as Home Theater is concerned - I have now been pondering and researching some very nice discrete setups. Sure it would cost me more than your 5.1.2 setup I currently use, but the best part is there is no way; the discrete setup I’m looking at, for it to break my EQ curve on some poorly deployed software update.
I’m still holding out, cause it’s not holiday bonus time (which is when I would buy a new system).
In other area’s of software, if a product was broken like this and for a solid period - Dev’s would release a Roll Back, a new Firmware (that was just a roll back), or Patch to resolve until a full feature update could be deployed.
This unfortunetly is sad that the dev team at Sonos hasn’t resolved this yet. I’ve gone from yelling your name to the top of the mountain to my friends and colleges, to treating your company like speaking the name Voldermort.
It’s ridiculous for me to claim everyone is going to run from your products because of this, I can’t speak for everyone else. But if I’m considering leaving your product, how many others are there? What should be scarier for you is that soon people will have your Sub Mini in hands. What happens when your Dev team didn’t realize this product is effected by the current state of software?
You guys are playing a dangerous game, a large organization like yourselves should realize that in the short term you won’t lose money. However in the long-term as people talk poorly of your product, decide not to buy more for their home around the Holidays, and start to support another company - that's the problem.
I appreciate Sonos takes its time to roll out into new products, but you’re all also behind the features available from other organizations now. Virtual Surround, 360 Speakers, Wireless, and even Auto-Tune branded services similar to your True Play. Again, I appreciate the time it takes - because you want to release with quality in mind. Unfortunetly as of two months ago, you’ve started losing the idea of ‘quality’ -- and the longer this goes, the easier it will be to see the value in all those articles that say, “X Product should make Sonos worried”.
Pretty much what I’m saying James, is who ever is in fact in charge of this failure - and lack of solution. Please pass this message along.
Get your **** together.
*Moderator Note: Modified in accordance with the Community Code of Conduct.*
It's not just the volume and sub or lack of bass issues hell it's not even truplay that is annoying
The whole front soundstage has been altered it is tinny and centre channel heavy, ok for those that cannot hear dialogue but I did not and from the posts on here lot's of others didn't either
So please fix this or lot's of us will move on and share our experiences with others in our social circle
It's not just the volume and sub or lack of bass issues hell it's not even truplay that is annoying
The whole front soundstage has been altered it is tinny and centre channel heavy, ok for those that cannot hear dialogue but I did not and from the posts on here lot's of others didn't either
So please fix this or lot's of us will move on and share our experiences with others in our social circle
Yeah, right now I’m really focused on the Sub issue because it’s so apparent but I’ve noticed what you’re talking about as well and am concerned that even once the Sub issue is addressed that this subtler issue is going to remain.
Honestly - just allow those of us who are unhappy with the firmware to contact support and request a rollback.
You are right most of us are focused on the sub/trueplay, it sounds sh@t now at the centre. The front soundstage is totally wrong, I dont listen to music anymore as it just doesn't sound right and movies are way too centre channel heavy and tinny at times . Atmos/truehd is not too bad but sounded way better at 14 10
For general tv viewing (stereopcm or DD)my mother's £40 budget soundbar is no worse/ or my £2000 Sonos setup sounds no better than a £40 Sanyo soundbar
Can we petition rtings.com to re-review the Arc with the new firmware? A lot of other online reviews rely on their numbers, and might update accordingly. We need to make this issue something that threatens their future sale figures.
Can we petition rtings.com to re-review the Arc with the new firmware? A lot of other online reviews rely on their numbers, and might update accordingly. We need to make this issue something that threatens their future sale figures.
Honestly not a bad idea to reach out to reviewers and tech news outlets to see if they’d cover the issue and put some pressure on Sonos to get a fix out.
Can we petition rtings.com to re-review the Arc with the new firmware? A lot of other online reviews rely on their numbers, and might update accordingly. We need to make this issue something that threatens their future sale figures.
Honestly not a bad idea to reach out to reviewers and tech news outlets to see if they’d cover the issue and put some pressure on Sonos to get a fix out.
I did reach out to one, but nothing has come out of it (yet, hopefully).
I must have missed something, what is going on with 14.12? I don’t have a ton of time and haven’t watched much tv in the last few months and when I do it’s usually in a different room than where my Arc setup is lol
I must have missed something, what is going on with 14.12? I don’t have a ton of time and haven’t watched much tv in the last few months and when I do it’s usually in a different room than where my Arc setup is lol
Oh, you sweet summer child.
I must have missed something, what is going on with 14.12? …..
People losing their minds.
This business model of selling speakers, even expensive Sonos ones then customers expecting years and years of ongoing development and rapid improvements is untenable.
The corporate and consumer expectations that this is a viable business model has to stop. Sonos need to build core functional and security updates into the speaker fixed price. The ability to use voice assistants, true play, advanced features somehow needs to be tied to an ongoing revenue so they can properly staff and prioritize them. Either charge a yearly fee in the app or for the app to enable them. For gods sake ask for $5/year or something. I’m willing to pay a small ongoing fee to not have my expensive whole home ecosystem not ** the bed.
*Moderator Note: Modified in accordance with the Community Code of Conduct.*
If so many people complain for such a long time, why not roll back to the version users clearly preferred?
What does it take if not that?
What users want should be every company’s first and only concern, nothing else.
Do you enjoy people opening an account just to say that they are dying to sell their systems? Do you enjoy the extremely bad reputation you’ve been building yourself during the last year?
I just don’t get it. It truly seems like it’s done on purpose and you’re trying really hard to destroy your company permanently.
You’re such a disappointment.
@arcosin
Reminds me of apple when they got rid of Steve Jobs make as many devices as possible and sell the name never mind the quality and we know how that went
Seems history repeats itself
