Sonos policy of not publishing a product roadmap

[rogertweedale]

Plenty of companies have done well financially whilst sporting an abysmal customer orientation:

Ryan Air - 3rd most popular airline in the world by passenger numbers and most hated airline in the world by reputation!

BP and Exxon are a couple of the worlds most successful companies financially speaking, but again, don`t inspire much warm feeling amongst customers.

Closer to the genre, Microsoft have done fairly well, even though a large proportion of people who are aware of the alternatives are decidedly anti-MS (find me a webmaster that likes MSIE and I`ll give you a cookie or two!)

So if you`re suggesting the proof of `right` or `good` customer-centered policy is financial success, I`d beg to differ.

If you`re suggesting SONOS is doing well financially so people like me should STFU and suck it up, then maybe you have a good point

OH, and the invitation offered by the SA forum is half the problem. SONOS invites us to participate in the future of the product by contributing our time, energy and effort in the form of feedback, but then denies us the satisfaction of any follow through or reciprocal communication. I`ve definitely been suckered into investing my energy here. Initially, I was under the impression this would be a 2-way street and worth getting involved. Now the ego won`t let me out till it gets some kind of placation, so looks like I`m stuck here forever :lol:

[ratty]

Were you responding to my post? I wasn't too sure, but since it was completely off-topic I moved your post to its own dedicated thread.

Originally Posted by rogertweedale

Plenty of companies have done well financially whilst sporting an abysmal customer orientation:

Sonos has one of the best regarded customer support organisations among similar consumer equipment vendors.

If you`re suggesting SONOS is doing well financially so people like me should STFU and suck it up, then maybe you have a good point

I merely pointed out that Apple -- who have the same approach to not announcing their product release plans -- seem to be doing rather well.

SONOS invites us to participate in the future of the product by contributing our time, energy and effort in the form of feedback, but then denies us the satisfaction of any follow through or reciprocal communication.[I`ve definitely been suckered into investing my energy here. Initially, I was under the impression this would be a 2-way street and worth getting involved.

Okay, what would placate you?

[rogertweedale]

Originally Posted by ratty

Were you responding to my post? I wasn't too sure, but since it was completely off-topic I moved your post to its own dedicated thread.


Sonos has one of the best regarded customer support organisations among similar consumer equipment vendors.

Maybe so, but when it comes to SONOS's own forum Sound Ideas, the company customer support is non-existant.

I merely pointed out that Apple -- who have the same approach to not announcing their product release plans -- seem to be doing rather well.

Sure, and I pointed out that financial success has little bearing (in my book) on whether it is a noble/honorable/good thing to ignore customers, especially when your customers are responding to the company's request for help (feedback)!

Okay, what would placate you?

I have stated this several times in the thread that you relocated my post from. http://forums.sonos.com/showthread.p...494#post167494 Edit to add a link back to the thread, as I would rather my post not be taken out of context.

I've made several suggestions both as to the issue of the playlist disaster and to the issue of frustrating clients with the sound ideas forum.

I'm tempted to put some thought into a top ten or top twenty list of potential moves SONOS could make, but from my experience to date, I'll just be wasting more of my time

[ratty]

Originally Posted by rogertweedale

I have stated this several times in the thread that you relocated my post from.

And I pointed out several times that Sonos doesn't respond with a 'yes' or 'no'. Feel free to take the matter up with Sonos Support, or even the CEO.