Update on the Sonos App from Patrick Spence

I dont know as much as its great to get an apology, some of the implications and assumptions are a bit grating.

“We know that too many of you have experienced significant problems” Try mostly everyone.

“However, since launch we have found a number of issues. Fixing these issues has delayed our prior plan to quickly incorporate missing features and functionality.”  Ok, so now I’m confused, you actually delayed putting back features that you knew were missing at launch, because there were even more bugs than originally foreseen. Goodness gracious, your beta testing and bug fixing was worse than I thought.

“While these software updates have enabled the majority of our customers to have a robust experience” . Majority?, Thats a pretty wild assumption imo. I reckon that it will be October before this statement will be anywhere near true

Does anyone use a mesh system and can use the new app built on the new way to find all my Sonos products? Since May I’ve basically had to rely on Airplay to listen to any music. Every release it seems to have only gotten worse, not better!

Also, all Sonos Boosts (I have 3) dropped out of the app. No mention is made of these. They were on sale, by Sonos in April and then they’re gone, like they never existed. 

To say they fell short is the biggest understatement ever. I’ve pretty much got a lot of very expensive paper weights. 

The most commonly posted view on any forum is that if someone 1) regularly shows willingness to help solve people’s issues and 2) regularly points out people’s utter idiocy, then they are somehow a supporter for the company behind the forum.

I have never been a ‘knight’ for Sonos, and you will not find a post of mine that supports your view. 
The abuse and toxicity I foresaw in my original post on this thread has come to pass. 
Even posting this will result in further toxicity. People cannot help themselves.

My iPad needed charging again, did I miss any toxicity?

People are frustrated and exasperated and want answers to the current situation whereby they cannot use the product and are fearful of losing access to music they have purchased over a number of years as is their right as customers. 

Correct. But people are turning on each other. There is no-one here who doesn’t want a fully functioning app. I really want queue and playlist management - it was shown as an app option on their May social media ads! - so to hear that going back to Sept/Oct (we all know they mean Oct) is very disappointing and very, very annoying. But being abusive to the CEO on here will not speed up that process. There is nothing anyone can do to accelerate things, so all people can do is to keep posting the issues they are still experiencing and eventually that app functionality will arrive. It IS frustrating. But with thousands of words available, they can be constructed into a sentence with a bit less venom, and people with the same frustrations can at least not turn on each other. Being abusive is not one of the customer rights you mention.

Some of the posts in this thread are wholly lacking in self-awareness.

1. Don’t feed trolls.
2. Don’t tone police.
3. Don’t blame legitimately frustrated customers for expressing their thoughts, via the only official channel open to them (Spence’s mailbox is neither here nor there), about having invested what is, for many people, significant sums in a product that now doesn’t function as it did when they purchased it.
4. Someone having a different view than you does not make them ‘toxic’.

Sonos made the decisions that led to this point. Sonos chose to roll out a functionality incomplete software product. Sonos chose not to provide the old app when things went sideways.

Yes, threats of violence, however real, are always wrong. However, constantly bringing up the actions of a minority of users like some forum Cassandra, and treating all those who continue to experience fundamental issues with their systems as part of an aggressive, unreasonable mob, and acting snide is deeply unhelpful.

Was it just me who received a blank email initially from the CEO and only the second, a day later, that contained the apology? Accidental missing details or not written - just sounds like the new code 😂

I just got this. Oh. Just noticed my recently played don't want to load.

Mr Spence's letter is late. We, as Sonos resellers and installers, have suffered from the shortcomings of the new app and have often had to deal with numerous requests for clarification from our customers with consequent service costs. Some customers have preferred not to add more products to their system and have triggered negative word of mouth by sowing doubts about Sonos' superiority over the competition. Direct sales account for the majority of Sonos' revenue, but there are still customers who prefer to visit stores for advice and guidance in both purchase and installation: when will Sonos recognize more?