Update on the Sonos App from Patrick Spence

I use my Sonos system for surround when watching TV.  The system started muting randomly around the time of this App update.  At first I thought something was wrong with my Network.  It seems this App update is the root of the problem, but it is not clear from the letter - I only get that impression when reading these forums.  The letter talks about an update that will “improve volume responsiveness” - will that update fix the problem of random muting?  Can someone confirm that this software update impacts more than just usage of the app, but functionality of the speakers & systems themselves?  It sounds like that’s the case from these forums, but the letter does not make that clear.  I’m having problems with my system and wasting a lot of time reading these forums.  When reading through the problems users are experiencing, the apology letter does not appear to acknowledge the extent of what’s going on here, and it is frustrating to wade through so much commentary to come to the conclusion that the software update is likely the source of my problem, but it is not clear when or if a fix will come.

Thanks for nothing Mr Spence!!!

Both my legacy S1 system/equipment and my house wide S2 system are kaput! Useless lumps of plastic and metal that cost thousands and now do not function. Fit for use as glorified door stops and little else!

Ive spent countless hours following Sonos guidance and tried the help service many times. Through gritted teeth I logged onto chat and also phoned in the hope one might achieve me contact with a person! The phone was another 15 people to wait for when I finally got someone on chat having waited for half an hour, and I then spent the next 2.5 hours with a technician trying to get some results. I had to leave the chat after all that time and still only have a part functioning system. I guess it will take quite a few more hours online to get more of it working although how much depends on where you get to with your fortnightly releases.

You have placed my investment of time, large sums of money aswell as countless hours digitising hundreds of albums in jeapordy yet again! The first time was when you wanted people to scrap their equipment as it would not work with a new App. It took months of pleading for the company to agree to have both S1 and S2 apps.

You then release this ‘new app’ without warning or adequate internal testing full of bugs.

Finally it emerges that this new app has restricted functionality as well as being full of bugs. I can only assume this was because you ran out of time for its release to coincide with your new Ace product!

Well it simply is neither good enough or acceptable. 
Customers buy your expensive products in good faith and expect them to work! We also do not expect you to release software that junks the product nor make decisions about software that leave your customers high and dry!

Why you want to drip feed functionality whilst people still sit here with kaput systems I don’t know, as rolling back to the last working app versions would seem to be the obvious answer until you have a proper functioning beta to test on a small sample.

I and I dare say countless others have lost faith and trust in Sonos. I do not wish to be a guinea pig any longer nor have you in charge of my investment, as you seem to make poor decisions that do not align well with your customers objectives!

So can I have a fully functioning app please or my money back for the equipment. You have no right to fill my equipment with defective software, and you owe your customers a duty of care, which you have again breached.

Please confirm which it is to be, as you have left my equipment in a defective state which is wholly unacceptable.

I spent thousands of dollars on Sonos products and the * doesn’t work. 
 

*Moderator Note: Modified in accordance with the Community Code of Conduct.*

*Moderator Note: Modified in accordance with the Community Code of Conduct.*

If the CEO and developer team would have been as efficient applying their “Code of Conduct”, now we would all have a product that works and make us access all the music we want in the way we want!!!

Is it time to do an apple and bring back the founder of the company to sort things out. Sonos seem to be heading the same way as blackberry did.

Hardly a surprise given the previous role of the CEO! BlackBerry got too big for its boots and they were wiped out by bad internal decision making which allowed the competition to move around and ahead of them

This seems relevant to the situation Sonos risk finding themselves in. Obviously it's not an exact analogue, but the parallels seem clear.... Pt 1/3

Pt 2/3

Pt 3/3

100% of companies it happens to say that they never thought it could happen to them.