Sonos Official

Update on the Sonos App from Patrick Spence

Related content:CommunitySonos

986 replies
54011 views

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

This topic has been closed for further comments. You can use the search bar to find a similar topic, or create a new one by clicking Create Topic at the top of the page.

Show previous replies

M

Mattbet

Contributor I

Patrick Spence, please resign now.

And that would make what material difference to you…?

I’d be more optimistic about the future of Sonos and that they won’t repeat this fiasco again. I’d also hope for a person who communicates better who rebuilds the trust in this company. I currently have none left.

V

Veeper

Prominent Collaborator I

Patrick Spence, please resign now.

And that would make what material difference to you or your speakers…?

In the moment, nothing probably. It might be though, that if you believe a ship is headed in the wrong direction (cheap headphones unconnected to the Sonos ecosystem outside of a app that can be compared to a pile of dog-leavings) you just might request that the captain be replaced.

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

R

Rhonny

Prodigy III

Patrick Spence, please resign now.

And that would make what material difference to you or your speakers…?

In the moment, nothing probably. It might be though, that if you believe a ship is headed in the wrong direction (cheap headphones unconnected to the Sonos ecosystem outside of a app that can be compared to a pile of dog-leavings) you just might request that the captain be replaced.

Yes, but the crew remains the same, including the navigation officer who the captain entrusted with using a decent telescope and map…

B

Beagle

Enthusiast I

It seems clear the app was simply not ready for release but had to be if Sonos were going to launch their headphones on time. So let existing users deal with a beta release or risk profits. We got the stinky end of the stick no surprise there. Short term profit over everything. How corporate. Personally speaking, what are my alternatives? Sell everything for another system at great expense and probably less functionality (if everything was working!) or wait for Sonos to get their act together. That’s the calculation that’s been run and Sonos get away with releasing junk that they’ll fix later. It’s not the end of the world but something I’ll bear in mind when making any significant investments in their products. For me it simply makes Sonos no different from any company. More fool me for thinking otherwise.

V

Veeper

Prominent Collaborator I

Patrick Spence, please resign now.

And that would make what material difference to you or your speakers…?

In the moment, nothing probably. It might be though, that if you believe a ship is headed in the wrong direction (cheap headphones unconnected to the Sonos ecosystem outside of a app that can be compared to a pile of dog-leavings) you just might request that the captain be replaced.

Yes, but the crew remains the same, including the navigation officer who the captain entrusted with using a decent telescope and map…

You don’t know anything about the crew. You only know that:

They’re probably human and deserve the same respect as a stranger on the street
They enabled one of the worst, if not the worst, events in the company’s history

We can continue any analogy to its exhaustion, and I’m sure it will fall apart somewhere. The fact that the leader is (in my opinion) willingly allowing this brand to suffer from the company’s own actions, or lack thereof, is incredible.

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

M

Magsy29

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 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.

Damn well said! Thank you.

This Rhonny person had pissed me off with the holier than though approach to what is clearly a major problem

You have spelt out the best reply to Rhonny.

B

bill5757

Contributor I

At this point, encouraging words and ‘we’re working on it’ no longer gets it. For two months I have been without music, or anything else I used to do with my Sonos One. I’ve tried multiple different troubleshooting methods listed in tech forums, all to no avail. If Sonos wants to “win back” my trust, they can send me a formal apology signed in ink by Patrick, and they can send along a brand new, current generation replacement for my Sonos One. I’ll be researching other brands with which to replace these useless boat anchors otherwise. If they want my trust back after this fiasco, it will take them bending over backwards to keep me, as I have bent over backwards spending many hours of my own time trying to get this up and running again without recompense. I do not care about the company executives bonuses. I do not care about the company's profits or stock holders. If the company needs to take a huge loss to fix this, then do it. Send each of us something that works, and several months of free service. Or, say goodbye permanently to me (and likely a lot of other folks.)

F

Fred88

Enthusiast II

Shame on you Sonos !!! 😡

F

Fred88

Enthusiast II

3 mois pour un début d'excuses 🙄

Aucun respect des clients

F

Fred88

Enthusiast II

👏🏻👏🏻👏🏻

Belle unanimité !

Show more replies

Sign up

Login to the community