Sonos Official

Update on the Sonos App from Patrick Spence

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Forum|Forum|2 years ago
July 25, 2024
986 replies
53975 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

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Sono1234

Contributor I

I won’t buy Sonos again.

Nothing changed. I still get the same run around. The reps just want me to keep resetting the unit. It’s insanity to think that trying the same thing over and over again is going to fix it. Each time I’m told that the fix may work. Let’s just give it a try one more time? Over and over again. It never works. The rep says we will get back to you. Phone call back. Reset again. It doesn’t work. Repeat process. It’s insanity.

Ken_Griffiths

I won’t buy Sonos again.

Nothing changed. I still get the same run around. The reps just want me to keep resetting the unit. It’s insanity to think that trying the same thing over and over again is going to fix it. Each time I’m told that the fix may work. Let’s just give it a try one more time? Over and over again. It never works. The rep says we will get back to you. Phone call back. Reset again. It doesn’t work. Repeat process. It’s insanity.

You just have the Roam SL, is that correct? Which WiFi band and channel did the Sonos Staff put the device onto and what’s the channel-width you’ve set for that band?

E

ernmalley

Avid Contributor I

I won’t buy Sonos again.

Nothing changed. I still get the same run around. The reps just want me to keep resetting the unit. It’s insanity to think that trying the same thing over and over again is going to fix it. Each time I’m told that the fix may work. Let’s just give it a try one more time? Over and over again. It never works. The rep says we will get back to you. Phone call back. Reset again. It doesn’t work. Repeat process. It’s insanity.

You just have the Roam SL, is that correct? Which WiFi band and channel did the Sonos Staff put the device onto and what’s the channel-width you’ve set for that band?

Ken, no consumer-level product should place that level of technical network tweaking onto the user to work. That is just crazy. If the new architecture has highly specific requirements for user’s home WiFi networks then that sounds like a major backward step. Sonos know that they are playing in the consumer WiFi domain and should ensure their products work smoothly and efficiently therein. LIKE THEY USED TO (mostly).

O

obituary

Lyricist III

Still a joke. My whole home audio project will be done with another product, since they removed the mono option for amps.

Nothing works right. The app barely opens correctly (often times there is no system at all).

Ken_Griffiths

I won’t buy Sonos again.

Nothing changed. I still get the same run around. The reps just want me to keep resetting the unit. It’s insanity to think that trying the same thing over and over again is going to fix it. Each time I’m told that the fix may work. Let’s just give it a try one more time? Over and over again. It never works. The rep says we will get back to you. Phone call back. Reset again. It doesn’t work. Repeat process. It’s insanity.

You just have the Roam SL, is that correct? Which WiFi band and channel did the Sonos Staff put the device onto and what’s the channel-width you’ve set for that band?

Ken, no consumer-level product should place that level of technical network tweaking onto the user to work. That is just crazy. If the new architecture has highly specific requirements for user’s home WiFi networks then that sounds like a major backward step. Sonos know that they are playing in the consumer WiFi domain and should ensure their products work smoothly and efficiently therein. LIKE THEY USED TO (mostly).

I haven’t asked the user to do anything - I was just trying to establish what the Sonos Support Staff did for the user and asked which WiFi band was used (2.4Ghz or 5Ghz) and the details about that band - for example 2.4Ghz WiFi using Channel 6 (as an example) …and I simply asked the user what the width of the channel is - it’s either 20MHz or 40Mhz for that band - it’s something a user would easily glean from speaking with Sonos Support as they can see that information… and in truth it’s only basic detail, I was asking for as it might have provided enough infirmation, to then go onto make some suggestions.

I would have simply referred the user to some Sonos documentation that leads them step-by-step through some small changes that might have solved the problem… in any event neither of us yet know the abilities of the person posting anyway… and nothing ventured etc…

Ken_Griffiths

Still a joke. My whole home audio project will be done with another product, since they removed the mono option for amps.

Nothing works right. The app barely opens correctly (often times there is no system at all).

Mono for Amps is in iOS and it was added to Android at the end of July. See attached,

R

Rhonny

Prodigy III

In case anyone missed the earnings call, here’s the transcript:

https://www.fool.com/earnings/call-transcripts/2024/08/08/sonos-sono-q3-2024-earnings-call-transcript/

S

Silverthorn

Prodigy II

The new headphones have done well. Makes me feel a bit more positive. All this trouble might not cost them in the long run.

”strong customer reviews and meaningful market share gains”

"I saw the Stooges and the MC5"

T

Toolio

Prodigy II

The new headphones have done well. Makes me feel a bit more positive. All this trouble might not cost them in the long run.

”strong customer reviews and meaningful market share gains”

"Though our financial results over the past 3 quarters had put us on track to meet our annual expectations, the challenges from the launch of our app requires us to adjust our Q4 expectations..."

S

Silverthorn

Prodigy II

The new headphones have done well. Makes me feel a bit more positive. All this trouble might not cost them in the long run.

”strong customer reviews and meaningful market share gains”

"Though our financial results over the past 3 quarters had put us on track to meet our annual expectations, the challenges from the launch of our app requires us to adjust our Q4 expectations..."

Yes, they are holding off new products and probably hiring some tech support. Share price pre-market is testing the $10 low from some months back.

"I saw the Stooges and the MC5"

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