Sonos Official

Update on the Sonos App from Patrick Spence

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Hello everyone,

We wanted to take a moment to address concerns regarding our new app that launched in May. At Sonos, delivering an exceptional experience is paramount to all that we do. Unfortunately, your experiences over the past several weeks have fallen short of our commitment to you.

Today, our CEO Patrick Spence published a letter that includes a detailed update on the progress we’ve been making and plans going forward. You can read the full letter here.

We sincerely appreciate your patience and continued support. We are working hard to earn back your trust and are more committed than ever to delivering a consistently great Sonos experience for everyone.

Thank you all for your patience,
Your Sonos Team

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Ken_Griffiths

i think sonos should refund users the £4 for sonophone/sonopad whilst developments to software are made every 2 weeks.

That App is only available on iOS controllers - so seems a little unfair. It’s also a users choice to purchase that App, or not.

I personally think it hindered some things, because rather than reporting issues to Sonos with the new Sonos App, some user just switched to such 3rd-party Apps and likely didn’t report the issues seen in the new Sonos App. If Sonos were thinking of giving something to ‘existing’ S2 users affected then there are probably much better ways to go about these things.

S

Sam1001ca

Lyricist I

I have been a real believer in Sonos products for about 10 years. Sonos products were so nice and the application experience so superior I felt the premium cost was justified.

This latest major application update did a lot to change my feelings towards Sonos. I am a lot more skeptical now. I know I am not the only one, and the email from the Sonos CEO shows that Sonos management are aware of it. I imagine all Sonos users have had to go through the resets and restarts and struggles with the app so telling stories here won’t help the cause of Sonos users.

As a Sonos user it isn’t apologies that are going to do it for me - it is fixing the application so I can return to the seamless experience Sonos used to provide me.

jgatie

I think:

Sonos made the move to shut people out of perfectly functioning systems that, in some cases, people spent tens of thousands of dollars on
Sonos decided to act as though they were virtuous in this action
Sonos pretended that there were, in fact, no problems with the new application that couldn’t be overcome with a simple phone call that, in some cases, lasted for hours
Sonos had the lack of foresight to understand how their customers used their product
Sonos foisted an unfinished and unintuitive UI on their userbase.
Sonos continues to conflate and allow forum “helpers” to conflate user angst with user wifi configuration, implying that user frustration is of the user’s own creation
Sonos continues to act as though their intentions matter more than whether or not they have a functioning product

You, sir, can belabor whether or not users had a lack of self-control when they chose to post on these forums, but the simple fact remains: Sonos created this problem and SONOS can fix this problem in a heartbeat by releasing 16.2 for users to download (at their own risk if need be).

Grow a spine. Stop attempting to field interference for a company that suddenly believes their customers should be happy with sloppy code and virtuous intentions.

They’re not a few people in some boomer’s garage, trying to eek out a living. They’re humans that chose to work for a first rate audio company. It’s unfortunate that the company’s leadership is too obtuse to do what needs to be done to simply put the customer back in control of the customer’s hardware.

If they can’t hack the criticism when they do things contrary to the customer’s best interest, they should find a line of work that doesn’t include customers. Government work, perhaps.

If you think Sonos is just going to magically go back to the 16.2 app, you really don’t understand this fiasco of a release at all.

C

Chrisb211

Lyricist I

Wow, I just found this after 2 weeks of trying to reconnect my speaker to the app after it just stopped working. I have uninstalled and reinstalled the app several times, performed reboots and factory resets on the speaker carried out every instruction I could find and now I’m stuck with a redundant speaker that the app won’t recognise and the S1 app won’t work with because it keeps telling me only the S2 app is suitable for my product. I called the Sonos helpline, estimated wait time 90 mins, no one available on the chat function so now I find out this is probably down to a bug in the new app and I might have to wait a month or two before it’s fixed !!!, plus I now keep getting emails offering me discount on new products which if I hadn’t seen this I might possibly have considered, now all I want to do is chuck it in the bin…..and for the record the apologies don’t really mean a great deal, it's not the first time I’ve had issues with it, as far as Im concerned it’s overpriced too so I won’t ever be getting another sonos product again

P

paulrw

Prodigy II

i think sonos should refund users the £4 for sonophone/sonopad whilst developments to software are made every 2 weeks.

Does that still work after the latest firmware update?

Yes, Ios only

P

paulrw

Prodigy II

i think sonos should refund users the £4 for sonophone/sonopad whilst developments to software are made every 2 weeks.

That App is only available on iOS controllers - so seems a little unfair. It’s also a users choice to purchase that App, or not.

I personally think it hindered some things, because rather than reporting issues to Sonos with the new Sonos App, some user just switched to such 3rd-party Apps and likely didn’t report the issues seen in the new Sonos App. If Sonos were thinking of giving something to ‘existing’ S2 users affected then there are probably much better ways to go about these things.

You can buy it and get a refund as well 😋

The opposite is that they didn’t flood support all at same time with same problems, and when they revert to sonos app all is fixed for them without months of pain...all hypothetical nonsense really 🤣

jgatie

You can buy it and get a refund as well 😋

The opposite is that they didn’t flood support all at same time with same problems, and when they revert to sonos app all is fixed for them without months of pain...all hypothetical nonsense really 🤣

You are missing the point. Some (most?) of the issues with the Sonos app seem to be related to networking issues, specifically discovery issues. If one reverts to the old app or gets a 3rd party app that is using the old UPnP discovery method, then anything which is hampering the new mDNS based app never gets sorted out (and Sonos never even knows it is a problem).

A

Amadeus1756

Avid Contributor II

My position: S1&S2 user; 8 zones, 10+ years user of Sonos, music on Synology NAS plus Spotify. Punk rock to Beethoven (or should that be the other way around?). Managed software teams for years, understand that there are times when you have to push on despite difficulties; other times be bold and revert.

IMO there should be more blame (vitriol? 😂) directed at Maxime Bouvat-Merlin who is the guy who determines the releases; I assume he tells CEO “we’re ready, releasing new controller next week” - the CEO shouldn’t need to micromanage because he should be able to trust his reports. Either Maxime did not have the information (thus no respect from his reports so should be dismissed) or he lied to CEO (gross misconduct so should be dismissed). He’s the product guy, he should be held accountable.

So many of us are feeling acute embarrassment because we’ve recommended Sonos to family and friends - now our opinion is diminished.

Tangent: with this rewrite and offloading to Sonos servers, I wonder if it’ll be possible to remove the need for S1&S2, given that the original reason cited was that the older devices didn’t have the resources. If some of the processing has been removed, has that freed up resources?

P

paulrw

Prodigy II

You can buy it and get a refund as well 😋

The opposite is that they didn’t flood support all at same time with same problems, and when they revert to sonos app all is fixed for them without months of pain...all hypothetical nonsense really 🤣

You are missing the point. Some (most?) of the issues with the Sonos app seem to be related to networking issues, specifically discovery issues. If one reverts to the old app or gets a 3rd party app that is using the old UPnP discovery method, then anything which is hampering the new mDNS based app never gets sorted out (and Sonos never even knows it is a problem).

Good point, but it has given alot of people a good nights worry free sleep, think sonos support are busy enough at the moment and if/when sonos kill UPnP they will be thrown back into the turmoil further down the track.

skullc

Prodigy III

You can buy it and get a refund as well 😋

The opposite is that they didn’t flood support all at same time with same problems, and when they revert to sonos app all is fixed for them without months of pain...all hypothetical nonsense really 🤣

You are missing the point. Some (most?) of the issues with the Sonos app seem to be related to networking issues, specifically discovery issues. If one reverts to the old app or gets a 3rd party app that is using the old UPnP discovery method, then anything which is hampering the new mDNS based app never gets sorted out (and Sonos never even knows it is a problem).

Good point, but it has given alot of people a good nights worry free sleep, think sonos support are busy enough at the moment and if/when sonos kill UPnP they will be thrown back into the turmoil further down the track.

Plus if they want me as a beta tester they can pay me 😊

Network= livewire cpe pro 3 +eero 6 pro wireless

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