privacy

This is the best summary I could come up with:

It’s been a rocky couple of months for Sonos — so much so that CEO Patrick Spence now has a canned autoreply for customers emailing him to vent about the redesigned app.

But as the company works to right the ship, restore trust, and get the new Sonos Ace headphones off to a strong start, it finds itself in the middle of yet another controversy.

Now, some customers, already feeling burned by the new Sonos app’s unsteady performance, are sounding off about what they view as another poor decision from the company’s leadership.

As part of its reworked app platform, Sonos rolled out web-based access for all customer systems — giving the cloud an even bigger role in the company’s architecture.

Unfortunately, the web app currently lacks any kind of two-factor authentication, which has also irked users; all it takes is an email address and password to remotely control Sonos devices.

The app situation is gradually improving — alarms and sleep timers were both recently restored — but getting through to Sonos customer support can still take a very, very long time in the aftermath of the top-to-bottom software overhaul.

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