The Community Corner

So, after the debacle from yesterday's AMASonos App Redesign AMA | Sonos CommunityI have raised a complaint with the attorney general's office as Sonos are just doubling down on this fiasco and awful app release which has rendered my system largely useless. They lied on their press release and refuse to make things right for their customers.The outcome I need is to be able to go back to my previous app until they have demonstrable parity with the S2 app or refund me for the investment I have made based upon the features I bought it for. Telling me to wait months before I can use my system again is just not good enough.I would suggest we all, as a community, move forward to report this to our respective consumer bodies to try to hold Sonos accountable for this.

Dear Sonos,You have a New Coke, or more recent example CNN+, level of self-induced crisis with your recent App update killing your core value proposition - The Sonos Ecosystem.This is beyond access/search to Personal Music Libraries or some systems not connecting, but by purposefully removing basic functionality like Queue, Sonos Playlists, Segmented Favorite, Search Personal Music, Mute, TV/Music Source Switch, Alarm, Sleep and others - you’ve demonstrated a lack of awareness on the importance of trust as the guardian of your company’s ecosystem.Apple is a dominant example of a stable (and expanding) ecosystem driving consumer confidence to invest in new hardware as well as upgrade hardware for want, not need.Mistakes happen, even by industry leading companies. It takes “courage” to admit them and do the right thing, not double-down and pat yourself on the back for a self-induced deadline (Q2 Earnings with CEO Update) to disrupt your ecosystem over the launch of a new product (headpho

May 17th article in the Washington Post: Tech in Your Life: Why this company’s biggest fans turned against it. A decent read. The CEO wants us to be patient. 🤣

I have been using Sonos for the better part of 15 years. It has been solid for most of those years. I will never purchase another Sonos product. The new app is the worst design I have experienced for any product - ever. It is the least-intuitive interface, that I don’t think I will ever pick up. Many speakers disappear from the app and re-appear later. I have speakers that just stop playing music. I have songs that play about halfway through and then skip to the next. All of this is at a location that worked for years. The ONLY thing that has changed is the app. One of Roam speakers stopped turning on. They gave me a return order via support chat. They took all of my information and sent me an e-mail. The e-mail wants me to go to a website to confirm the data and provide a credit card number (in case I don’t return the faulty device). The web form doesn’t work, so no return. It took me roughly 5 ½ hours to get through the return process on Saturday. Yesterday I spent another 2 hours to

Does anyone know how to stop the Sonos app on my PC asking me to check and install software updates. On the Sonos program on the PC under there are four major heading - File, Edit, Manage and Help  (ie. nothing called settings). Under the Manage heading one of the two items I can click on is “check for updates” to which I’m responding Not know - which the application is ignoring. I’ve also tried turning off automatic updates from the Microsoft store but that doesn’t work either.  Any suggestions would be appreciated.   I’m trying to avoid having to update the app on the PC since I know I will lose access to my NAS.  I made the mistake of updating the App on my phone with the latest May 7 update and as a result have lost access to the NAS on my phone. 

I am still having no end of problems post the release of the new App to replace S2. i have S1 legacy system. It keeps trying to upgrade me so cannot use my equipment. When I can connect to it it won’t look at my music server and can’t find it.The apps on different tablets phones and laptops all show something different for the system setup, so some rooms missing on some versions, and some equipment missing on others!  This is a nightmare for customers whom have spent huge sums installing equipment in every room over the years!The letter from the CEO is next to useless as what matters is customer satisfaction, not words. The guy should be sacked for allowing such a shambles to occur on his watch. They are kissing goodbye to thousands of loyal customers and seemingly cannot fix the problems or at least aren’t prepared to just roll back and release a separate beta version! Simply hopeless!

Am I alone in finding the sleep timer function has disappeared with the latest update?

SONOS WHY!! How have they released a long awaited update, and somehow managed to downgrade the whole system?? I will name a few of the features that were available on the previous app, that have now been taken away: Alarm, add a song to the que, add a song to the end of the que, rearrange the tracks that are currently playing, remove a track from the que, SLEEP TIMERThese are some of the major notices that I have experiences. Why why why??? These features were the pinnacle for me using the whole Sonos system. My whole routine has to be changed now, I can't even sleep whilst my sound system is on, because I have to turn the music off manually, which is SO inconvenient, I don't mean to sound like your typical Karen, but cmon I can't be the only experiencing these issues :(Whilst typing this message I checked for an update on the app, and there was one available, and now miraculously the alarm feature has popped up, and I definitely know it wasn't there before, so this update must've adde

After whatever happened recently, I was forced to update my Android app.My case is not that dramatic, as I have 1) windows pc, 2) android phone, 3) only one SONOS Beam.I’m not experiencing most of the really annoying issues that a lot of users complain about.But I do miss Queue Editing the Play Next & Add to End of Queue functions for folders in the Music Library, just like they were available for folders in the past, and they are currently available for .mp3 files (see the 2 screenshots for comparison). So The Question…Dear SONOS, can you please give a honest & realistic deadline for this ? Are we looking at less than 2 months, or maybe ~1-2 years ?

My wife and I like the us time when the kids sleep. I have to constantly go through the app settings to turn off the surrounds and sub individually, then click the Night Mode toggle. I understand the toggle for Night Mode just makes things quiet. But what I am proposing is a "Sleep Mode” toggle to make things quiet, as well as, turn off Surrounds and Sub in one click.

I found another solution to loss of local music library that occurred with the “upgrade” of the Sonos app.  I tried the Sonos suggestions to change properties of the folder where my music resides, and still received the dreaded 923 error message that the Sonos app could not access that folder.My solution was to download the Plex media player for my Windows 11 computer.  This is a free application. You create an account and download the Plex app.  This media player was able to read my extensive library of MP3 files on my computer.  After choosing Plex as the music source, I can access my full library of music from the Sonos app.I found this to be relatively pain free.  Here are some tips:When configuring the Plex media player, be sure to authorize remote access (settings → remote access).   You will need to let Plex know where the name of the directory where you keep your music.  Plex will build a library dataset, which took quite awhile as I have a large collection of mp3s.From within

Sonos, enough is enough. I quit. Last year wife and I were talking about adding to our system. Not a chance, now. Getting new speakers today. Abandoning Sonos all together, and telling everyone I know to stay far away. Pathetically bad with obviously stubborn management, refusing to acknowledge and fix the problem. Don’t bother sending me one of your canned fixes, I’ve tried them all. Problem is at your end. Good luck and have fun tanking yr business. 

I was in a Best Buy store today and a manager said that Sonos products are being returned in higher than normal amounts. I’m sure we all know the reason. The great new app I’m guessing. 

What happened? Nothing works properly anymore. Have tried to call service support and have twice been on hold for almost an hour before hanging up in frustration. Having been a long term used of Sonos I am finally ready to throw in the towel. So sad.

So I’d like to know if Sonos is purposely trying to bring themselves to the edge of bankruptcy.   Your “app” that you forced upon the masses, untested, lacking massive features the previous app had is literally crippling to me as a direct dealer and integrator. With your insane launch, then arrogance in basically telling all customers and dealers to p*** off, enjoy...You have literally cost 1000s and 1000s of integrators 10s of millions of dollars in service calls and destroyed loyalty for every client we have had.  It doesn’t matter its your brand...its your brand that we installed. I just spent 3 to 4 hours AGAIN trying to simply add 8 ports to a cottage… error 1002, 1000 and so on.  Stuck in an endless loop of the app telling me it needs to be updated which the only solution is to uninstall and reinstall or hard reset app. How you expect anyone to sit idle and wait for you on a product you don’t technically own anymore is insane.   I am beyond p***ed off and disgusted.  Congrats on

Why is it that my sleep timer will no longer work, and I won't phone SONOS support again as they have put it back onto the developer and the fact that they have not released the update for that yet.What a completely dumb excuse. Piss the developer off or suggest that your clients purchase BOSE.The wake-up alarm with the selected option to go off when the alarm goes off is not working.You may think that I am just not using the product properly. I have not developed any mental ability issues, so I don’t know why it is just jerking me around now.More than happy for someone to suggest that I sell it and buy a decent product.Rather lose some coin than support a failing company.  

Is it me or have Sonos ruined the whole user experience since the launch of the new app ? I was happily using and recommending Sonos every day…….then the new app can along and has totally trashed my experience. Nothing, literally nothing works as it should any more. My experience is so bad I am thinking about putting my whole £3k system on eBay and buying and old school hifi. More importantly Sonos I am now converted to a negative net promoter and this really should matter to you. Bring back the old software or lose us in droves. 😤😤😤

I have been trying to adapt to the new app, but I find it mostly quite disappointing. Here are just some of my issues the speakers I add to my system randomly disconnect or don’t connect at all. adding new speakers seems to take a lot longer than it did on the previous version of the app  I can’t find an easy way to assign different music sources to different speakers.  the user interface isn’t as intuitive and friendly as the previous app version  I have tried to contact Support, but the wait time is 50-60 minutes !!!!  When they call back, and if I’m not immediately available to answer, I have to start the wait queue all over.  I can’t locate the Diagnostics Report function on the app.  PLEASE BRING BACK THE PREVIOUS APP VERSION, AND GO BACK TO THE PROGRAMMERS FOR MORE TESTING AND VERIFICATION BEFORE RELEASING UPDATES LIKE THIS.  

Hello Mr. Spence,I am writing this email because is my last resort before I file a complaint with the BBB in California and the Bussines Equity Board. I own around 10 of your speakers. I have spent a substantial amount of money on your product. For the past 4 months I have been trying to get a Sonos Arc soundbar replaced. Your customer service escalation team takes over 3 weeks to answer to email inquiries. Your hold times are always over an hour. The representatives are usually not very nice. I have been dealing with the agent From escalation for over 4 months. To this day my issue has not been resolved. I have gone through hours of troubleshooting with your company. I was even asked to take a day off from work to uninstall all the equipment in my house to trouble shoot a speaker that I had been asking to replace because all the troubleshooting did not fix.Over a month in a half ago, I was sent a refurbished unit. It did not work. Before sending it back, I contacted the agent, for ove

I think that this might've been my worst investment ever.I though I was getting a luxury system but it does NOT WORK!!!!So much time on the line to Sonos, usually at  leat an hour for an answer, and that’s if you’re lucky.Over a GRAND on a system that isn’t fit for purpose.

Windows down and Sonos is also down.You could just send a letter to apologize?And why not?

I continue to be blown away by how bad this app is. I'm trying to add speakers. It keeps telling me to sign out and sign back in as the system owner. I've done that several times now and still nothing. Absolutely, nothing works in this godforsaken horrific update. I have no idea how to add speakers to this thing. I have too many Sonos speakers to begin with and I'm really not happy that I made such an investment given the move Sonos has made with this app. Exceptionally disappointed. Do Sonos speakers work with any other systems? I'll transfer immediately and gladly say goodbye to Sonos.*Moderator Note: Modified subject in accordance with the Community Code of Conduct.*

I continue to be blown away by how bad this app is. I'm trying to add speakers. It keeps telling me to sign out and sign back in as the system owner. I've done that several times now and still nothing. Absolutely, nothing works in this godforsaken horrific update. I have no idea how to add speakers to this thing. I have too many Sonos speakers to begin with and I'm really not happy that I made such an investment given the move Sonos has made with this app. Exceptionally disappointed. Do Sonos speakers work with any other systems? I'll transfer immediately and gladly say goodbye to Sonos.

Just wanted to add to conversation on problems of new app for people with a home digital library. Since update lost much functionality, at first ability to see library , this is back but when added new disc to my library hot major problems , multiple copies of albums with no content or single track , most of library has disappeared or is damaged , no a-z listings of albums . Limited functionality compared to old S2 . At present until current problem is fixed have limited or no use of system . I was a big fan of Sonos with old app now my investment in their speakers is lost . Please bring back old S2 app for people with digital home library. I don’t want your hi tec speakers or to stream everything, Just want to be able to listen to my extensive classical music library. Sonos please fix this fast to give us back what had before May !!!!!!

Can't use Sonos app to control my devices.  The new app update does not allow me to accept terms of use and to get past that page