Update on the Sonos App from Patrick Spence

I would be curious on the metrics Sonos studies on repeat buyers of their products or those of us that add on throughout the years. I would say it is pretty large group among the community. I am one of those in the camp where 6 or so years ago, I bought my first pair of Sonos speakers to ‘try them out’ and see how they worked and if I really liked them or satisfied, would add on and continue to add on. I ended up loving them and added on over the years. Now up to 10 speakers throughout my home. Plus my family and friends that I recommended Sonos as well that are now jokingly giving me a hard time about this debacle.

Now, I am not the sharpest pencil in the drawer. But, isn’t there a relatively basic marketing strategy that it can cost five to seven times more to acquire a new customer versus retaining an existing one? Their success rate selling to us as existing customers has to be quite high. No idea on that % versus selling to or acquiring new customers versus, selling to us the existing base. It just seems you would not want to disrupt your current base of fairly loyal customers in the manner they have since early May. The people that are going to continue buying your products.

Just seems basic business that the application that operates your hardware is not something as a company you would want to so royally f--- up as to brick systems, users unable to even add new products, not even mentioning the removal of basic features that were lost and have been complained about as we have exhausted for months here on the forum. It’s incredible they missed the mark so terribly on this. Now my fear is that internal developers and others are going to just bail on Sonos and who knows if anyone will be able to pick up the pieces.

Why does my system constantly keep working? I have 13 Sonos speakers, and can load up the app and search for and play a track in 4-5 seconds. The volume slider is instantly responsive, I have no intermittence in playback, and all my thumbnails load up every single time, morning, noon and night.
All my favourites, recently played, and playlists are there too, and I have no issues accessing Apple Music or Spotify.
Where’s the letter from Patrick Spence apologising for keeping my music working perfectly? When can I be like everyone else and have difficulties. I’ve tried doing nothing and still my music plays. 
I feel like I’ve been singled out for exceptional functionality, it’s not fair. At this rate, if this carries on, I’ll just keep my speakers and buy some more. 

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.

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

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.

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