Sonos Official

Update on the Sonos App from Patrick Spence

Related content:CommunitySonos

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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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MarcoB59

Lyricist III

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

Yes but a (templated) response from the CEO is not the same as actual action - so, theoretically I can now add my library back to my S2 network - but guess what? The add button never comes to life...you guys are really astonishing, it's no wonder you are getting the community responses that fill this site.

READ THE ROOM guys...make it work or you are done as a business for a long time.

M

MarcoB59

Lyricist III

I think it means they are lost...not listening to customer concerns and so busy thinking about new toys that they forgot the service they were supposed to provide.

M

MarcoB59

Lyricist III

I applaud the note and taking responsibility. Good to see that note being issued (a bit later than people might have expected but good nonetheless).

But despite the contrition, and if this forum over the last couple of months is any indicator, I fear this thread will still shortly become a breeding ground and echo chamber for abuse and toxicity….

Its what is known in the UK as ‘BOLLOCKS’...or Corporate back peddling after being caught out not serving your customers.

sigh

Prodigy II

I applaud the note and taking responsibility. Good to see that note being issued (a bit later than people might have expected but good nonetheless).

But despite the contrition, and if this forum over the last couple of months is any indicator, I fear this thread will still shortly become a breeding ground and echo chamber for abuse and toxicity….

Its what is known in the UK as ‘BOLLOCKS’...or Corporate back peddling after being caught out not serving your customers.

I’m not even sure it rates as back peddling. It’s on the same level as the usual insincere canned statements companies give out, like how privacy and security is important after systems have been raided and databases copied out. If it was important more would have been done to prevent it.

As an end user it is irrelevant to me that the app is a ground up rewrite or that discovery was changed from ssdp to mDNS. Good engineering teams regularly make decisions like that. They aren’t decisions made lightly and a good team clearly communicates the impact and appropriate timeframes. Good management listen to the reasons it is necessary, potential impact to end users and delivery dates. The same as it is irrelevant what internal mountains Sonos need to climb when they choose the date it will all happen. When they control everything, the app, the cloud platform and the devices it is their job to ensure the date they choose to release is realistic. As a company it is their job to ensure those changes are irrelevant to me and when they state all the features I currently enjoy will be in the new app that they are there the day the app is released.

As a technical person I am interested in how they managed to mess it up so badly and speculate on what went wrong. It’s not that difficult to piece together at the high level and things like the app rewrite/discovery mechanism being waves as reasons are just smoke screens and irrelevant to the all green light “good to go” internal decisions made which caused the mess on the company chosen release date.

C

Cheshire Cat

Contributor I

Its what is known in the UK as ‘BOLLOCKS’

Indeed. It seems that Sonos management are betting the future of the business on the assumption that the vast majority of their existing customers are so heavily invested in the Sonos ecosystem that those customers will stay put, and that new customers will continue to purchase, being unaware of the issues. There is no other plausible explanation for treating customers like pieces of excrement floating down the Thames.

Only time will tell if that assumption is correct.

K

Keithmac

Virtuoso

I'm just glad I stayed on S1, probably £3k worth of speakes (small fry to some on here).

Very nearly bought an ARC to replace our Playbar 5.1 system but after the debacle with that I held off.

Now this (Sonos S3?), completely ruining people's systems.

Just goes to show even though you pay good money for your speakers you never truely own them.

I bought a 2nd hand ZP90 just to stop my system updating to S2 (when you had to fail update to get rid of the bloomin banner).

Genuinely feel sorry for all affected users, Sonos equipment is not cheap by any means..

ExtremeTMM

Trending Lyricist I

Great email as it were….but….when the latest update pushed out 9 days ago bricked the entire music library. You should have been working day and night to at least get that fixed and pushed it out within 2 days if not hours. NINE DAYS later and nothin.

So, I call BS to your entire campaign to ‘earn back our trust.’ I love Sonos but your lackadaisical response to the trainwreck we are all having to suffer is incompressible

Leonidcat

Lyricist II

After 2 days and numerous hours, including #15 in the queue for help, I have given up. I Have tried every single thing I found on the internet and I CANNOT get my speakers to connect. So with that said, and a patio party coming up, I’m purchasing some new speakers, not Sonos. You had a flawless system and then you didn’t. I have not been able to listen to my music library on my speakers for months. Before I just picked up an iPad of my laptop and it was flawless.

R

Rcooklis

Contributor I

App still will not work. Does not find my system no matter what I do. This is absolute bullshit.

U

User379078

Contributor I

I have moved to BlueSound and it is great. I have playlists, local library access to my music.

to little to late. 16 pieces of Sonos gone.

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