Sonos Official

Update on the Sonos App from Patrick Spence

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Forum|Forum|2 years ago
July 25, 2024
986 replies
53971 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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R

Rhonny

Prodigy III

Initial vs. sustained are often different.

The next quarter will no doubt be the one where if people have stopped investing in extending systems, or have returned products due to the app issues, we’ll see a better picture.

Also, it appears that word is spreading amongst tech sites, bloggers, reviewers, best buy guides etc. that Sonos is no longer the go-to solution because of the issues, and that is more likely to hit in the run up to Xmas, not to mention the distrust they are building up in the professional installation community where Sonos have hung installers out to dry.

The next quarter has the potential to be very poor, and not just because they have had to delay new products.

Sure, that’s entirely possible. But the reviews specifically of the Ace on consumer press and ecommerce sites are excellent, so there is a potential scenario where Sonos sorts itself out by October and Q4 ends up being a quarter of huge demand for the headphones this Christmas.

Everyone on this forum is acutely across the current Sonos app situation, and those experiencing issues come to the forum and Reddit to find out what is going on - and tech sites and bloggers will always report on things like this - so the picture to us is skewed as one of doom-and-gloom. But anyone who isn't having issues (and God help them if they were to ever mention it), especially if they stream music rather than using music libraries, will be in the many millions - a very healthy and strong market - and so will be oblivious to what is happening and are prime candidates to buy further into the Sonos brand.

Only time will tell which way this tips!

S

ss1234

Trending Lyricist II

alarms still aren’t working on my Sonos system. When I called support, we troubleshooted for about 40mins but in the end they said it’s not something they can resolve and I’d need to wait for the update. Looks like these updates just keep getting pushed later and later now.

R

Rhonny

Prodigy III

alarms still aren’t working on my Sonos system. When I called support, we troubleshooted for about 40mins but in the end they said it’s something they can resolve and I’d need to wait for the update. Looks like these updates just keep getting pushed later and later now.

Edit - I believe your alarms aren’t saving in the app.

I was trying to help someone last week who had the same issue, so hopefully that requirement for some people’s systems has been logged...

S

ss1234

Trending Lyricist II

alarms still aren’t working on my Sonos system. When I called support, we troubleshooted for about 40mins but in the end they said it’s something they can resolve and I’d need to wait for the update. Looks like these updates just keep getting pushed later and later now.

Edit - I believe your alarms aren’t saving in the app.

I was trying to help someone last week who had the same issue, so hopefully that requirement for some people’s systems has been logged...

Yes that’s right, alarms aren’t saving. I hope it can get resolved soon

Ken_Griffiths

alarms still aren’t working on my Sonos system. When I called support, we troubleshooted for about 40mins but in the end they said it’s something they can resolve and I’d need to wait for the update. Looks like these updates just keep getting pushed later and later now.

Edit - I believe your alarms aren’t saving in the app.

I was trying to help someone last week who had the same issue, so hopefully that requirement for some people’s systems has been logged...

Yes that’s right, alarms aren’t saving. I hope it can get resolved soon

I don’t really use Sonos Alarms very much and mostly prefer Alexa alarms on Sonos instead. Have you tried a reboot of the network to see if that may solve the issue and/or the relevant speaker too. I suggest it because the Sonos alarms here appear to be working and saving okay, so perhaps a reboot will maybe fix things as the Alarms are stored on the player.

I

Ian_S

Prodigy III

Sure, that’s entirely possible. But the reviews specifically of the Ace on consumer press and ecommerce sites are excellent, so there is a potential scenario where Sonos sorts itself out by October and Q4 ends up being a quarter of huge demand for the headphones this Christmas.

Everyone on this forum is acutely across the current Sonos app situation, and those experiencing issues come to the forum and Reddit to find out what is going on - and tech sites and bloggers will always report on things like this - so the picture to us is skewed as one of doom-and-gloom. But anyone who isn't having issues (and God help them if they were to ever mention it), especially if they stream music rather than using music libraries, will be in the many millions - a very healthy and strong market - and so will be oblivious to what is happening and are prime candidates to buy further into the Sonos brand.

I think the fact that Sonos have postponed two product launches this year in the run up to Xmas, have decided they need to sink $20-30m into the new app, and downgraded year end forecasts leans far more to the pessimistic side than your rose tinted view above. If that were more the case, then it would just be us old local library dinosaurs being roasted and Sonos could claim it was all a great success and proceed with great fanfare on new products… if most of your customers were happy, why wouldn’t you?

If any professional installers are reading this I’ll let them chime in on their thoughts on Sonos as a product/company after the last 3 months.

S

ss1234

Trending Lyricist II

alarms still aren’t working on my Sonos system. When I called support, we troubleshooted for about 40mins but in the end they said it’s something they can resolve and I’d need to wait for the update. Looks like these updates just keep getting pushed later and later now.

Edit - I believe your alarms aren’t saving in the app.

I was trying to help someone last week who had the same issue, so hopefully that requirement for some people’s systems has been logged...

Yes that’s right, alarms aren’t saving. I hope it can get resolved soon

I don’t really use Sonos Alarms very much and mostly prefer Alexa alarms on Sonos instead. Have you tried a reboot of the network to see if that may solve the issue and/or the relevant speaker too. I suggest it because the Sonos alarms here appear to be working and saving okay, so perhaps a reboot will maybe fix things as the Alarms are stored on the player.

Thanks for your help. I’ve tried rebooting all the speakers and turning off and on my WiFi router. Tried it a few weeks ago and just tried it again now to see if any improvement.

when I save an alarm, it looks like it has saved. But then when I swipe up and close the app, reopen it and go back onto the Alarms page, it’s disappeared.

Ken_Griffiths

I don’t really use Sonos Alarms very much and mostly prefer Alexa alarms on Sonos instead. Have you tried a reboot of the network to see if that may solve the issue and/or the relevant speaker too. I suggest it because the Sonos alarms here appear to be working and saving okay, so perhaps a reboot will maybe fix things as the Alarms are stored on the player.

Thanks for your help. I’ve tried rebooting all the speakers and turning off and on my WiFi router. Tried it a few weeks ago and just tried it again now to see if any improvement.

whe I save an alarm, it looks like it has saved. But then when I swipe up and close the app, reopen it and go back onto the Alarms page, it’s disappeared.

I’ve just checked again here by creating/saving a new 5am Alarm, then fully closing my own App (slide off screen) but the Alarm just stays ‘put’ here when I reopen it.

Have you tried a different Sonos player, or even a different controller App (if you have those available to you?) to see if that makes any difference.

I was saving the alarm using a Sonos Beam in the Main Bedroom and using an Apple iOS controller.

R

Rhonny

Prodigy III

Sure, that’s entirely possible. But the reviews specifically of the Ace on consumer press and ecommerce sites are excellent, so there is a potential scenario where Sonos sorts itself out by October and Q4 ends up being a quarter of huge demand for the headphones this Christmas.

Everyone on this forum is acutely across the current Sonos app situation, and those experiencing issues come to the forum and Reddit to find out what is going on - and tech sites and bloggers will always report on things like this - so the picture to us is skewed as one of doom-and-gloom. But anyone who isn't having issues (and God help them if they were to ever mention it), especially if they stream music rather than using music libraries, will be in the many millions - a very healthy and strong market - and so will be oblivious to what is happening and are prime candidates to buy further into the Sonos brand.

I think the fact that Sonos have postponed two product launches this year in the run up to Xmas, have decided they need to sink $20-30m into the new app, and downgraded year end forecasts leans far more to the pessimistic side than your rose tinted view above. If that were more the case, then it would just be us old local library dinosaurs being roasted and Sonos could claim it was all a great success and proceed with great fanfare on new products… if most of your customers were happy, why wouldn’t you?

If any professional installers are reading this I’ll let them chime in on their thoughts on Sonos as a product/company after the last 3 months.

It’s not my view. It’s a potential scenario where people who have not encountered the negative press or who aren’t having issues buy into Sonos’ new headphones. It is very similar to the potential scenario where Sonos has a terrible quarter for Ace sales. I believe both scenarios are of equal validity, one just happens to be one you disagree with.

Postponing two product launches, which has led to their reforecast, is down to their need to focus on fixing the app - it’s not the result of poor Ace sales. My point is entirely about Ace sales, not about their end of year revenue which they are right to be pessimistic about.

almazri

Prodigy I

Thanks for your help. I’ve tried rebooting all the speakers and turning off and on my WiFi router. Tried it a few weeks ago and just tried it again now to see if any improvement.

when I save an alarm, it looks like it has saved. But then when I swipe up and close the app, reopen it and go back onto the Alarms page, it’s disappeared.

You aren’t doing anything wrong. Hopefully Sonos fixes the app, firmware and figures out how to run the cloud service reliably in our lifetimes and maybe things like this will work for everyone again.

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