I always appreciate the in-depth reviews from What HiFi and these reviews are often a starting point for my purchases.
Indeed, I've got a whole handful of Sonos equipment (various numbers of Play:3, Play:5, Play One, ConnectAmp, Sub, Arc) now and it's changed how my wife and I listen to music, podcasts etc.
However, one thing that hasn't been mentioned by What HiFi is the complete mess Sonos creates for itself, initially with the S1/S2 fiasco (which they did kind of make good eventually with significant upgrade discounts and not sending working devices to landfill) but now they've caused some real issues with a new controller app which is getting almost exclusively 1 star reviews in the Apple App Store and no contrition from Sonos leadership.
It's not that the app just doesn't seem to work very well, nor missing features (which I expect will return at some point) but security issues created by having devices available via the Internet with no 2FA or possible disabling (note: I'm not sure when this became possible; I've only just noticed it recently). It seems that lots of work is now done in the cloud which makes a lot of sense but the makes me wonder if there's still a need for S1/S2.
But the support by an organisation surely is part of a lot of the decision-making process for people, should What HiFi not consider this as well? I'd be surprised if it wasn't known about so (genuinely) interested in the view of the What HiFi team, and indeed anyone else.
Having worked in Software Development for my entire career, I know that there's never a "done", there will always be bugs, it does need to be released eventually and change will always be unappreciated by some users, so I don't expect a clean re-write to be perfect.
Really, I love my Sonos setup; I'm getting around the App issues by using a 3rd party App but if I knew this is how the company operates when I bought my equipment, I would probably have taken a different route. I'm sure it'll get sorted eventually but right now it's a PITA.
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