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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M

MBGilpin

Contributor I

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.

It’s posts like this that get deserved ire… In what world does network setup, app setup or anything else you can tweak make up for the basic lack of functionality missing from the app? A key usage case for Sonos and almost any other system is the ability to put the songs you want in a Q and edit it. Where Sonos scored was the ability to do that on local and streamed music. Basic Q editing is still not here. Even if you have no idea what a CD, NAS or tagging are, you probably use Q’s. If you do know what any of those are, the basic missing function of being able to jump quickly to artists by pressing a letter is mind boggling.

Posts that try and claim everything is fine are just red rags to rightly outraged bulls. It is only fine in certain limited use cases. Great if that’s you but don’t go telling others they’re just wrong or worse lazy because they don’t use their system in the same way you do. It’s deeply unhelpful.

If you can point me to how I can tune my network/app to enable full q editing and easy local library artist selecting without getting scroll RSI, I and many others will be extremely grateful.

Hey, I’d be happy just to get basic Local Library functionality working again, served from a local drive on the Mac running the Sonos app for MacOS - with my playlists that I’ve already defined in the Apple Music app (so I use them on my iPhone, too). A formerly (mostly) seamless integration into the Apple Mac/iOS ecosystem has turned into a broken system that only works for streaming services - of which I have several, so it’s not useless.

Are the folks claiming that everything is fine using a local library, that is still working? All the workarounds Sonos has previously given to overcome the issues from the April updates stopped working for me in mid July. I have tried most of the helpful suggestions posted here over the last two weeks, and none have solved the issue. The only things I haven’t tried did not appear relevant to my setup.

melvimbe

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.

It’s posts like this that get deserved ire… In what world does network setup, app setup or anything else you can tweak make up for the basic lack of functionality missing from the app? A key usage case for Sonos and almost any other system is the ability to put the songs you want in a Q and edit it. Where Sonos scored was the ability to do that on local and streamed music. Basic Q editing is still not here. Even if you have no idea what a CD, NAS or tagging are, you probably use Q’s. If you do know what any of those are, the basic missing function of being able to jump quickly to artists by pressing a letter is mind boggling.

Posts that try and claim everything is fine are just red rags to rightly outraged bulls. It is only fine in certain limited use cases. Great if that’s you but don’t go telling others they’re just wrong or worse lazy because they don’t use their system in the same way you do. It’s deeply unhelpful.

If you can point me to how I can tune my network/app to enable full q editing and easy local library artist selecting without getting scroll RSI, I and many others will be extremely grateful.

I’ve never seen anyone refer to a queue as a ‘Q’ before. Not sure if it’s a trend I’m not aware of, you’re starting a trend, didn’t want to bother spelling out the word, or didn’t actually know how to spell queue...which I would not knock you for as it’s a weird word.

Danny

jgatie

I’ve never seen anyone refer to a queue as a ‘Q’ before. Not sure if it’s a trend I’m not aware of, you’re starting a trend, didn’t want to bother spelling out the word, or didn’t actually know how to spell queue...which I would not knock you for as it’s a weird word.

If any of my junior developers ever referred to a queue as a ‘Q”, I’d ban that usage immediately, like I did the trailing brace in ‘C’ code or using their initials as counters/indexes instead of i and j. Why? Because I can ban things that bother me, and that stuff bothers me.

Ken_Griffiths

I’ve never seen anyone refer to a queue as a ‘Q’ before. Not sure if it’s a trend I’m not aware of, you’re starting a trend, didn’t want to bother spelling out the word, or didn’t actually know how to spell queue...which I would not knock you for as it’s a weird word.

I’ve seen it referred to as a ‘cue’ on some occasions here in the community.

R

Rizwanlang

Lyricist I

Thank you for addressing our concerns so thoughtfully. I appreciate the transparency and the commitment to improving the app experience. It’s reassuring to see that you’re dedicated to resolving these issues and enhancing user satisfaction. I look forward to seeing the continued progress and positive changes. Thank you for your hard work and dedication to your customers!

G

Gatchaman

Contributor II

If Patrick Spence actually cared they wouldn’t keep drip feeding functionality. They would roll back to a previous known working version until a fully functioning update is available

The message says “we hear you” but the actions say “we’re ignoring you and going to carry on regardless with whatever ridiculous plan we had in the first place”

V

Veeper

Prominent Collaborator I

no one is asking for help here.

No-one is asking for help anywhere... Every thread is thick with complaints from people who simply cannot be bothered to try to help themselves. Sonos appears to be working on fixing this so that people can operate their systems without any further issues or any requirement for effort (as it should be, I hasten to add). But in the meantime, people’s resourcefulness is acutely absent. Some people are busy, I get it. Some people don't have any confidence in making any technical changes, I get that.

But the vast majority of haters on here are people who operate music libraries which takes a decent level of technical know-how to make it work. So I don’t believe for a minute that the number of people lacking skills to look into technical adjustments is as high as is being made out.

I will say one more time for the record. Aside from one tongue-in-cheek post much earlier, I am not bragging that my system works. I am making it very plain that there is an environment in which everything does work. In truth, I could not care less whether or not yours or anybody else’s system is working (and the reaction to me on here makes me hope it never comes back for them). But the empathetic part of me is very happy and willing to help anyone make adjustments to find a way for their system to work in lieu of fixes from Sonos.

All I get in response is abuse. It’s like:

“Hey everyone, I have a cure for a terminal disease if anyone is interested?”

“No, you’re just showing off because you’re cured. My disease is getting worse. I’m waiting for my doctor to give me more treatment. You’re obviously paid by the health service to be cured.”

“I can help if you like. We could take a look at the medical treatment I’ve had to see if there is anything you can do to adjust your treatment to also alleviate your symptoms?”

“No. Don’t want to. F*** off.”

Suit yourself. My input on this thread is done, you’ll be delighted to hear.

You opened this thread with a comment about toxic posters and then dogged everyone’s opinions, while setting up massive straw men.

“No-one is asking for help anywhere” where have you been? This forum, and Reddit, are littered with people asking for help. People who don’t have 2 hours to sit on the phone waiting for help with a system that was PERFECTLY FUNCTIONAL in May.

I think they have every right to be peeved, and it’s not their fault that they’re constantly reminded that they can’t listen to music, whenever they want to listen to music. The fault lays at the feet of Sonos, and everyone that chooses to work there.

Honestly, they don’t need your charity support, and they don’t need your defensive work. They need to fix this mess and allow people to install 16.2 in the meantime. Thats it.

No one owes anyone else a world free from harsh words and criticism, especially when the harsh words and criticism are due to a self-inflicted wound.

I’m angry too. I had a perfectly functioning system until Sonos messed it up, and all the good intentions and corporate-snake-oil letters mean nothing, so long as my system is less than 100%. The fact that Sonos had ZERO fallback to mitigate a failed rollout speaks volumes to the state of management in that place.

Nothing I have stated is a personal attack. I’m not impugning you, your character, or any Sonos employee’s character. People make mistakes or do things because they want a quick buck. None of the reasons matter at this point. The only thing that matters is that every single time someone tries to play music and can’t, they’re reminded of who gave them a non-functional product: Sonos.

EDIT - I meant to include that I’m grateful that you’re willing to help users with issues. Communities are always better when people like you do that. Seriously.

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

J

jerake75

Trending Lyricist I

To say this app is utter garbage is an insult to garbage.

My SiriusXM subscription constantly says “Something went wrong.” Can’t use it.

Every few seconds the app loses all my devices. They may or may not show back up.

My two Eras will auto mute themselves, and I can’t unmute them in the app (they just go back to mute).

I lost the ability to play my iTunes library, and no workaround listed on these forums works for me.

Buying any more Sonos systems is a waste of money and trying to workaround this massive insult to garbage is a waste of time. I went back to using bluetooth via my phone to my Eras SINCE IT IS INFINITELY MORE RELIABLE THAN THE SONOS APP.

I used to recommend Sonos to everyone - now I just tell them to stay the *** away and use something, ANYTHING else. Never buying anything Sonos ever again.

So keep your lame apology. Some QA would be nice, but far too late. No matter what you do, you lost a customer. I will never, ever turn to Sonos first to play music on ANY of my devices.

N

Nygryphon

Lyricist I

I work for a AV installer/ Sonos dealer. I am buying the business. I will be dropping the Sonos line like a hot potato. We have over 5000 customers and many are unhappy asking for an alternative. Sonos is done!!!!!

A

Andy W58

Avid Contributor I

I work for a AV installer/ Sonos dealer. I am buying the business. I will be dropping the Sonos line like a hot potato. We have over 5000 customers and many are unhappy asking for an alternative. Sonos is done!!!!!

I hear you and I agree with you. I’m just a lowly user who now has a broken system. Any ideas what I could/should buy to replace this now pile of junk. I have various speakers, a soundbar and I was looking to buy a move 2 all to work off my NAS. If Sonos are reading this, I DO NOT HAVE ANY STREAMING SERVICES AND DON’T WANT TO - I AM OBVIOUSLY A PHILISTINE.

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