Since the launch of Sonos’ redesigned app, frustration has become a recurring theme among Sonos owners. The inability to use their wireless speakers is a first-world problem, but the frustration remains real. The issues stem from a slew of missing features and performance problems in the new app. While many expected these issues to be resolved quickly, the slow pace of progress has left users feeling abandoned. The app’s instability has created an unpredictable experience where speakers may not respond to commands, and the app may even fail to recognize a user’s Sonos system. The situation has reached a point where users are left wondering if the app will function as intended.
The problem has become so severe that many are calling for Sonos to bring back its previous app, known as Sonos S2. This sentiment is understandable considering the new app’s struggles, and it’s a solution that could benefit both Sonos and its users. This move would provide a temporary solution until the new app is fully functional and reliable. The only obstacle appears to be the company’s newest product, the Sonos Ace headphones, which require the new app for full functionality. This reliance on the new app, however, should not come at the cost of neglecting the majority of Sonos users who are struggling with the new app’s shortcomings.
Sonos CEO Patrick Spence has acknowledged the issue and outlined a multi-month plan to fix the new app. However, this solution requires patience from users who are already experiencing significant frustration. In this context, bringing back the S2 app seems like the most logical solution. It would provide users with a reliable experience while Sonos focuses on perfecting the new app. While some risks are associated with this approach, such as potential compatibility issues, these risks are arguably less impactful than the current frustration experienced by users.
This is not the first time Sonos has faced backlash from its users. Previously, the company sunsetted support for some older products, making them unusable. The resulting customer outcry led Sonos to offer customers a choice: use the S1 app for older products or migrate to S2 for newer products. This approach allowed customers to maintain functionality while adjusting to the new landscape.
Following a similar approach with the current situation would benefit all parties. Users who own the Sonos Ace could continue using the new app, while others could revert to S2 until the new app is fully functional. This approach provides flexibility and addresses the needs of the majority of users. Once the new app is perfected, Sonos can retire the S2 version, ensuring a seamless transition for everyone. Sonos has a unique opportunity to demonstrate its commitment to customer satisfaction by bringing back the S2 app. It is a solution that can ease the current frustration and build goodwill with its user base. Choosing the right path is crucial for Sonos’ long-term success and maintaining a positive relationship with its loyal customers.
