Sonos Official

Update on the Sonos App from Patrick Spence

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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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K

kassey22000

Enthusiast II

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”

SONOS Knight: OMG SO TOXIC JUST GIVE THEM A CHANCE TO IRON OUT THE FLAVOR JEEZE

If you think that is a proper representation of the abuse and toxicity in this forum for the past two months, I've got some examples of deleted posts you need to see. Absolutely sick and disturbing posts, truly vile stuff.

I think:

Sonos made the move to shut people out of perfectly functioning systems that, in some cases, people spent tens of thousands of dollars on
Sonos decided to act as though they were virtuous in this action
Sonos pretended that there were, in fact, no problems with the new application that couldn’t be overcome with a simple phone call that, in some cases, lasted for hours
Sonos had the lack of foresight to understand how their customers used their product
Sonos foisted an unfinished and unintuitive UI on their userbase.
Sonos continues to conflate and allow forum “helpers” to conflate user angst with user wifi configuration, implying that user frustration is of the user’s own creation
Sonos continues to act as though their intentions matter more than whether or not they have a functioning product

You, sir, can belabor whether or not users had a lack of self-control when they chose to post on these forums, but the simple fact remains: Sonos created this problem and SONOS can fix this problem in a heartbeat by releasing 16.2 for users to download (at their own risk if need be).

Grow a spine. Stop attempting to field interference for a company that suddenly believes their customers should be happy with sloppy code and virtuous intentions.

They’re not a few people in some boomer’s garage, trying to eek out a living. They’re humans that chose to work for a first rate audio company. It’s unfortunate that the company’s leadership is too obtuse to do what needs to be done to simply put the customer back in control of the customer’s hardware.

If they can’t hack the criticism when they do things contrary to the customer’s best interest, they should find a line of work that doesn’t include customers. Government work, perhaps.

THIS^^^

And this> my response to the CEO who lead this debacle:

BTW, I have no illusions that he ever reads these, but if felt good for all the trouble he’s put so many friends and family through and I really don’t care enough to even edit my response. I’ve done being a 100+hr Alpha-Tester for this clown car of a company! Don’t screw with our music Spence!

LMAO P.Spence, you’ve made such a mess of this company since you joined (just like Rim/Blackberry). Now you send more lies and misrepresentation in this insulting and too little, too late email. You lied about the new app having all the features and functionality of the prior S2 app, your team foisted this crap app on consumers with nags, automatic updates, and more dishonest marketing/advertising! And now you have nerve to claim in your letter that your bi-weekly update are significant improvements??? What?? Many of the updates are making things worse! Don’t you even ever read any of the Apple App, Google Play, Sonos community, r/Sonos feedback???

Plus your staff have locked out the ability with firmware updates to even go back. Your company should be sued up the kazoo for deceptive marketing and advertisement practices at the very least and you should have resigned LONG AGO!

I sold all of my Sonos shares 2 days after the crap-app was released having been a loyal customer, shareholder, and promoter for over a decade! THIS IS YOUR RESPONSIBILITY AND FAULT, and you’ve been too quiet, too long, plus your missive means NOTHING to vast community of Sonos customers/users.

Good luck ever getting any of us back!

C

callmefrank

In response to your message and as I emailed you earlier Patrick

Subject: Resign

Body: You write of the importance in earning back customers’ trust - for me - your resignation is a necessary step in that process.

J

Jeffreylowy

Contributor II

I feel like this letter would land better if they send owners some 50% off vouchers and 12 months free Sonos HD Radio.

SOME type of remuneration is in order. If not 50% vouchers a decent (more than 10%) discount for existing customers would go a long way toward putting your money where your mouth is and actually compensating people for the incredibly massive INCONVENIENCE.

S

SAO

Lyricist I

Not only are the users unhappy, but probably also the shareholders, as Sonos has done a really good job of destroying the value of the stock,

https://simplywall.st/stocks/us/consumer-durables/nasdaq-sono/sonos/news/shareholders-in-sonos-nasdaqsono-have-lost-57-as-stock-drops

Dogdad

Headliner III

The old app isn’t coming back.
No matter how easy you might argue it would be, no matter how much you think Sonos owe it to everyone, no matter how incompetent you think Sonos are.
It just isn’t. My opinion, your opinion, the collective opinion doesn’t matter. The evidence, no matter how strongly anyone might feel — for or against , is that it just is not coming back. Surely everyone can see that ? Why keep arguing it, what’s the point?

Everyone clamouring for it is now just noise.

And this isnt ”just noise “?

D

DAVE CHAPLIN

Contributor I

CEO’s apology is totally unacceptable . I want action not excuses. Reinstate the old app it worked perfectly fine. What happened to quality assuring new releases before inflicting unworkable product on customers.

D

DAVE CHAPLIN

Contributor I

As for those calling for “restraint”and “patience” I can only assume your system’s are working fine.

R

RJSUK

Enthusiast 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.

Haha! I was quoting the second post in this thread by your fellow Sonos apologist.

aping328

Avid Contributor I

在 SONOS 扬声器上播放的歌曲无法在 SONOS 客户端上同步显示。延迟非常严重。请尽快解决！

I

Itsumishi

Trending Lyricist I

If they can’t hack the criticism when they do things contrary to the customer’s best interest, they should find a line of work that doesn’t include customers. Government work, perhaps.\

A line of work without customers does seem to be what Sonos are angling for 🤣

The old app isn’t coming back.
No matter how easy you might argue it would be, no matter how much you think Sonos owe it to everyone, no matter how incompetent you think Sonos are.
It just isn’t. My opinion, your opinion, the collective opinion doesn’t matter. The evidence, no matter how strongly anyone might feel — for or against , is that it just is not coming back. Surely everyone can see that ? Why keep arguing it, what’s the point?

Everyone clamouring for it is now just noise.

But it could. Very easily. There’s people still using it, it continues to work fine. I will continue to call for the old app to be rolled back out until the new app has restored an acceptable level of functionality.

The current app has rendered so many problems with my system, that under Australian Consumer Law, my system can clearly be described as having a ‘Major Fault’. That renders me and every other Australian suffering similar problems with their Sonos systems as being entitled to:

a timely, reasonable cost repair; or
a refund.

Those provisions apply to the reasonable lifetime of the product, not just some arbitrary warranty period Sonos have in their terms and conditions.

If Sonos isn’t going to offer the old app, or isn’t going to fix the new app in a timely fashion - then they should be offering Australian customers refunds on their systems.

Of course they are not - or at least they’re keeping any refunds very quiet and they’re making the process for obtaining one very hard to find.

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