In case anyone is having the same trouble:
I have been a Sonos user since 2006. In the beginning, the system worked flawlessly, but since about 2011 Sonos has had an aggressive mandatory update policy, even to the point of making older equipment obsolete.
The last update rendered my 2 systems inoperable and Sonos has been unwilling to get serious about fixing it.
Anyhow, I had to file a lawsuit (small claims) against them to finally get their attention, and they STILL refuse to troubleshoot anything on their end. Here is a brief summary of what lead up to the suit:
I called, I emailed, I wrote them a certified letter, and was ignored, I posted on their Facebook, got a reply and was ignored. I filed suit and they finally contacted me. The person from their legal dept was completely unaware of the obsolescence issue and thought my email was the problem. (even though we were communicating via email)
I contacted them again thru email.
After the second email and FOUR months after I wrote Sonos, their legal department finally "spoke to a supervisor from Customer Care division about this issue". They have never said they can fix the problem, the only thing they have offered is to transfer me to tech support.
Now, instead of settling and fixing my system, they are going to fight the lawsuit. They did offer to refund my entire system, perhaps they are aware of an issue with certain updates that they cannot repair.
In closing, for those of you that think this should not have happened, I agree. If you got in your 8-year-old car to go somewhere and found the manufacturer sent out an update that you had to install before you could start your car. After the update, and being late to your appointment, your car is unusable or obsolete, and the update cannot be rolled back. The manufacturer is unwilling to repair the issue and their forum is loaded with the same complaints. What would you do?