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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D

Davnos

Avid Contributor III

How on earth did your company end up in this mess?

V

Veeper

Prominent Collaborator I

How on earth did your company end up in this mess?

Their egos were, and still are, larger than their technological prowess and care for the brand.

AMPx2, One SLx6, Play5x2, SUBx2, Play1x2, Move, Roam (Yuck), ARC, PlayBar, Beam, SYMFONISKx2, Awful New App.

A

AndreyN1971

Lyricist III

You must be one of the few, or a Sonos employee!

Or someone with excellent attention to fine tuning his router, mesh, phone and app? It’s not sorcery that the app works for me.

Hi. We need instructions on how to do everything right. For everyone. Maybe we have outdated routers? mine is about 5 years old.

K

kassey22000

Enthusiast II

You must be one of the few, or a Sonos employee!

Or someone with excellent attention to fine tuning his router, mesh, phone and app? It’s not sorcery that the app works for me.

Isn’t that the point (often helpful yet often bragging Sonos fans on here)??

The vast majority of Sonos customers/users are NOT sophisticated tech users! It should JUST WORK right out of the box, PERIOD!

Not to mention the many very techie folks who have posted on here that the app broke they Sonos systems.

We are so very thrilled that you and handful of other frequent posters have a solid system with this crap-app, but please have just a little empathy for those who aren’t because of lousy leadership at Sonos. You’re just rubbing salt in our wounds.

A

AndreyN1971

Lyricist III

You must be one of the few, or a Sonos employee!

Or someone with excellent attention to fine tuning his router, mesh, phone and app? It’s not sorcery that the app works for me.

Hi. We need instructions on how to do everything right. For everyone. Maybe we have outdated routers? mine is about 5 years old.

I'll add to my problem. I couldn't connect the Era300s for a volumetric environment for a week. Work... then in the evening a couple of hours of torment. And it was only by chance that I decided to connect the Beam2 to the network by wire, and the ERA300s connected. I was happy. And I didn't know at all that Sonos had such a great problem with the app. I found out about the brand by accident while looking for a soundbar. And in countries far from America, he is not known at all. Only Samsung (it was necessary to take Samsung 990 or Klipsh). LG. JBL and China. but!!!! I wanted quality, an eco-system and feedback from a small number of customers in our country. My wife and I love the best, even on credit! And most importantly! It took me a long time to figure out how the ERA300 should work as a surround, there are no instructions on which drivers work in which audio format and which do not. And I still don't know, it's a mystery. It's just like at Apple, buy what WE give and keep quiet. Take it like WE did or go.... in Samsung

T

Toolio

Prodigy II

You must be one of the few, or a Sonos employee!

Or someone with excellent attention to fine tuning his router, mesh, phone and app? It’s not sorcery that the app works for me.

Don't worry, your day will come. I'm betting my “excellent attention” rivals yours, yet my Sonos system’s behaviour differs day by day without any changes in my otherwise well-functioning network. Much is down to Sonos’s new “call home” cloud implementation. About 10% of the time my favourites won't load...until I refresh the app five seconds later. Sometimes firmware updates work, sometimes not. Last night the Calm Radio service stopped playing on Sonos for a few hours, but worked perfectly well in my network with the Calm app, with the third-party software of my (excellent) Wiim gear and when played via Roon. And the list goes on. When something works one second but not the next, then works again a few seconds later, it's not my network. When things that functioned perfectly for months stopped working or became problematic after the “courageous” update, it's not my network. When I have zero network problems with anything other than Sonos, it's not my network. When I have identical Sonos issues in Sonos setups in homes in two countries with completely different network gear (and both with gigabit internet service), it's not my network(s).

But, yes, it's not sorcery.

A

AndreyN1971

Lyricist III

You must be one of the few, or a Sonos employee!

Or someone with excellent attention to fine tuning his router, mesh, phone and app? It’s not sorcery that the app works for me.

Don't worry, your day will come. I'm betting my “excellent attention” rivals yours, yet my Sonos system’s behaviour differs day by day without any changes in my otherwise well-functioning network. Much is down to Sonos’s new “call home” cloud implementation. About 10% of the time my favouritesbwon't load...until I refresh the app five seconds later. Sometimes firmware updates work, sometimes not. Last night the Calm Radio service stopped playing on Sonis for a few hours, but worked perfectly well in my network with the Calm app, with the third-party software of my (excellent) Wiim gear and when played via Roon. And the list goes on. When something works one second but not the next, then works again a few seconds later, it's not my network. When things that functioned perfectly for months stopped working or became problematic after the “courageous” update, it's not my network. When I have zero network problems with anything other than Sonos, it's not my network. When I have identical Sonos issues in Sonos setups in homes in two countries with completely different network gear (and both with gigabit internet service), it's not my network(s).

But, yes, it's not sorcery.

where are these self-contemplative mega programmers, the buzzword IT specialists? Did you fly to the Moon without Wi-Fi, or is it not about America?

A

AndreyN1971

Lyricist III

You must be one of the few, or a Sonos employee!

Or someone with excellent attention to fine tuning his router, mesh, phone and app? It’s not sorcery that the app works for me.

Don't worry, your day will come. I'm betting my “excellent attention” rivals yours, yet my Sonos system’s behaviour differs day by day without any changes in my otherwise well-functioning network. Much is down to Sonos’s new “call home” cloud implementation. About 10% of the time my favouritesbwon't load...until I refresh the app five seconds later. Sometimes firmware updates work, sometimes not. Last night the Calm Radio service stopped playing on Sonis for a few hours, but worked perfectly well in my network with the Calm app, with the third-party software of my (excellent) Wiim gear and when played via Roon. And the list goes on. When something works one second but not the next, then works again a few seconds later, it's not my network. When things that functioned perfectly for months stopped working or became problematic after the “courageous” update, it's not my network. When I have zero network problems with anything other than Sonos, it's not my network. When I have identical Sonos issues in Sonos setups in homes in two countries with completely different network gear (and both with gigabit internet service), it's not my network(s).

But, yes, it's not sorcery.

where are these self-contemplative mega programmers, the buzzword IT specialists? Did you fly to the Moon without Wi-Fi, or is it not about America?

and, here's another problem with these volume controls and equalizers, in order for them to work, you need to click on the numbers to indicate them.

A

AndreyN1971

Lyricist III

You must be one of the few, or a Sonos employee!

Or someone with excellent attention to fine tuning his router, mesh, phone and app? It’s not sorcery that the app works for me.

Don't worry, your day will come. I'm betting my “excellent attention” rivals yours, yet my Sonos system’s behaviour differs day by day without any changes in my otherwise well-functioning network. Much is down to Sonos’s new “call home” cloud implementation. About 10% of the time my favouritesbwon't load...until I refresh the app five seconds later. Sometimes firmware updates work, sometimes not. Last night the Calm Radio service stopped playing on Sonis for a few hours, but worked perfectly well in my network with the Calm app, with the third-party software of my (excellent) Wiim gear and when played via Roon. And the list goes on. When something works one second but not the next, then works again a few seconds later, it's not my network. When things that functioned perfectly for months stopped working or became problematic after the “courageous” update, it's not my network. When I have zero network problems with anything other than Sonos, it's not my network. When I have identical Sonos issues in Sonos setups in homes in two countries with completely different network gear (and both with gigabit internet service), it's not my network(s).

But, yes, it's not sorcery.

where are these self-contemplative mega programmers, the buzzword IT specialists? Did you fly to the Moon without Wi-Fi, or is it not about America?

and, here's another problem with these volume controls and equalizers, in order for them to work, you need to click on the numbers to indicate them.

but I'm probably the only one, SONOS will say. The rest of the staff is doing well! Brave New World! Put on the mask, they will say again soon. But this is a little later, while the rehearsal is in progress. They have billions and they get high. They don't care about our playlists. IN GENERAL! If they wanted to, they fixed everything in a couple of days. They get high from our problems and tantrums! Satanists probably. There are no more versions...

V

Veeper

Prominent Collaborator I

Sonos customers, both those with and without problems, must understand that there are at least four issues at play here:

The technical problems that Sonos will hopefully eventually fix.
The missing functionality that Sonos claims they will eventually attempt to reintroduce.
The glaring security issues introduced with play.sonos.com.
The insanely designed UI of the new app, which can be written off as opinion; however, the UX is bad even if people force themselves to use it and claim they like it. It’s worse than Zune.

Everyone (even Sonos) continues to conflate these items, which is why we’re talking past each other, and why people get so heated in the discussions.

AMPx2, One SLx6, Play5x2, SUBx2, Play1x2, Move, Roam (Yuck), ARC, PlayBar, Beam, SYMFONISKx2, Awful New App.

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