I have never, and I do mean NEVER, received a call from a client about a Sonos issue that wasn't user error. I have used Alexa on my Sonos also and it works damn well as long as you stay within the parameters of how it was designed to work. People complain. It's how it goes. Sonos claims something less than 1% failure rate and I do believe it. You have to take into account all factors when looking at online reviews. With a product like Sonos, you are going to see a lot of reviews from diy'ers. These same diy'ers usually look for the cheapest deals and will gladly put a $15 router in to run their whole house. With the today's tech, there are many reasons for a product to not perform to expected levels. In my experience, and my clients experience though, Sonos has been a bulletproof (read, not near bulletproof, but actually zero problem) product