Why this company’s biggest fans turned against it

Charles Knight starts his day listening to classical music that’s programmed to pipe through his Sonos speakers at 6:45 a.m.

But after Sonos updated its app last week, Knight could no longer set or change his wake-up music alarm. Timers to turn off music were also missing.

“Something as basic as an alarm is part of the feature set that users have had for 15 years,” said Knight, who has spent thousands of dollars on six Sonos speakers for his bedroom, home office and kitchen. “It was just really badly thought out from start to finish.”