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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AjTrek1

The old app was wonderful. “If it ain’t broke, don’t fix it”.

Old app: easy to use, intuitive. No instructions required.

New App: Clumsy, needs 30-page instruction manual, inferior responsiveness.

Threads on the “easy to use, intuitive. No instructions required” old app when first released:

https://en.community.sonos.com/controllers-software-228995/the-new-app-is-really-bad-6792651

https://en.community.sonos.com/controllers-software-228995/comments-on-recient-updates-6792627

How disingenuous, Chief Fanboi. You need compare the number of negative comments about the latest version with the number of negative comments about the old app.

I think you’re missing the point presented by @jgatie . No matter the time...people are going to complain that whatever was in place before the change was better. It’s not about numbers but more so the resistance to change when things aren’t as smooth (or so imagined) as they were before.

For you or anyone else with an open mind please consider reading the book in the link on change. You have to be willing to view/read the book metaphorically.

https://www.amazon.com/Moved-Cheese-Spencer-Johnson-M-D/dp/0743582853

Who would not consider the removal of much-used features and delayed promises to bring them back to be worse? This time it's not about personal preference, it's about breaking what was not previously broken. What has transpired is not “resistance to change”, it is a logical reaction to the sudden deterioration of a product. Do you think the fact that that the head of the company has personally apologized is because of resistance to change? Hardly. It's because of resistance to stupidity.

Whatever…have it your way. I’m done here and canceling future notifications on this thread. Good Day.

Together Everyone Achieves More = T.E.A.M.

S

Slownos

Contributor I

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

I think you've dropped the ball now and will struggle to win back large amounts of customers. Just look at the reviews on the App stores. 1 star. You've really damaged your brand.

You spent well over a year telling everyone to reboot and its their network when their system disconnects etc etc when all along it was your Apps. You've not even acknowledged that.

I had 4 of your products but I sold them and I would never buy another one.

You spent all your time on developing products that look great like the new headphone, but totally abandoned existing user base removing features after they've spent large amounts on hardware. You can't play local music from your device anymore.

Reading these community threads I'm sure many users feel the same. Its game over for Sonos... joke company

R

RJSUK

Enthusiast II

I applaud the note and taking responsibility. Good to see that note being issued (a bit later than people might have expected but good nonetheless).

But despite the contrition, and if this forum over the last couple of months is any indicator, I fear this thread will still shortly become a breeding ground and echo chamber for abuse and toxicity….

Dude, this forum needed to be a breeding ground of abuse and toxicity over the past couple of months, otherwise Sonos would've shrugged their shoulders and formed the opinion that customers liked the new app!

T

Thehaze

Lyricist I

Why can’t they go back to the old app even if they would have to maintain both until they have solutions?

V

Veeper

Prominent Collaborator I

I applaud the note and taking responsibility. Good to see that note being issued (a bit later than people might have expected but good nonetheless).

But despite the contrition, and if this forum over the last couple of months is any indicator, I fear this thread will still shortly become a breeding ground and echo chamber for abuse and toxicity….

Dude, this forum needed to be a breeding ground of abuse and toxicity over the past couple of months, otherwise Sonos would've shrugged their shoulders and formed the opinion that customers liked the new app!

No no, the multi-million dollar company needs someone to defend them on a forum.

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

I

Itsumishi

Trending Lyricist I

I’m still not seeing any acknowledgment of the fact that large numbers of Sonos users with YouTube Music accounts can’t play large portions of the music hosted on the YouTube Music service - but I finally had a tech support person tell me they’re aware of the issue on the phone yesterday (after finally getting through to them after weeks of giving up due to extensive hold times).

How many other significant bugs are Sonos trying to sweep under the rug?

How much longer can Patrick Spence realistically stay in his job after overseeing such a monumental screw up?

jgatie

Dude, this forum needed to be a breeding ground of abuse and toxicity over the past couple of months, otherwise Sonos would've shrugged their shoulders and formed the opinion that customers liked the new app!

It's telling that you automatically equate expressing one's disappointment over a product with unleashing abuse and toxicity.

S

Silverthorn

Prodigy II

Dude, this forum needed to be a breeding ground of abuse and toxicity over the past couple of months, otherwise Sonos would've shrugged their shoulders and formed the opinion that customers liked the new app!

It's telling that you automatically equate expressing one's disappointment over a product with unleashing abuse and toxicity.

That came from the opening post?

"I saw the Stooges and the MC5"

A

Anon689327

Lyricist I

Why can’t they go back to the old app even if they would have to maintain both until they have solutions?

I don’t think they see it as a problem, more an issue to be managed (they are very sorry you are angry)

V

Veeper

Prominent Collaborator I

Dude, this forum needed to be a breeding ground of abuse and toxicity over the past couple of months, otherwise Sonos would've shrugged their shoulders and formed the opinion that customers liked the new app!

It's telling that you automatically equate expressing one's disappointment over a product with unleashing abuse and toxicity.

“Dear Ben & Jerry’s,

I’m concerned that you’ve decided to replace all of your flavors with only the one ‘Kale Walnut Hamburger Madness’ flavor. Please reconsider this business change.
Love, Longtime User”

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

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

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