Contempt for users
Sonos are showing huge contempt for their users. I love the core system, and it works well for my listening habits so made perfect sense when I bought into it 7-8 years ago (been working faultlessly and sounds great btw).
Where I take great issue with them recently is:
- lack of SMB2+ support. They're STILL insisting on SMB1 for network shares despite all the security concerns and they fact their support line is going to get hammered when MS drop it shortly and everyone updates their NAS boxes.
- privacy creep and focus on a million streaming services rather than making them plugins you add to support just the ones you want to use
- I had a Sonos device stolen in a burglary. I reported the serial number (which is the MAC address) asking them to disable the device or report it to me/police if they saw it. They refused, saying they'd only get involved if they got a request from law enforcement. I consider that an absolutely appalling attitude.
- they bullshitted me about compatibility of an IR remote against their soundbar thing, claiming it used a non-standard frequency, despite me showing them evidence that wasn't the case by building a IR test thing with a breadboard and RaspPi
Customer service is not their forté - they're going for the easy money from streaming platforms I guess.