For months, Sonos has been dealing with frustrated customers due to a controversial app update. The update, meant to enhance user experience, instead removed favorite features for some users. The company’s initial response, praising its own “courage” rather than admitting a mistake, didn’t help.
CEO’s Apology and Promise to Fix Issues
This has changed now with Sonos CEO Patrick Spence apologizing to customers in a newly published letter. He promised a series of aggressive updates to fix the issues and restore customer trust.
“I want to begin by personally apologizing for disappointing you,” Spence wrote. “Every Sonos employee is upset about letting you down, and I assure you that fixing the app for all of our customers and partners has been and continues to be our number one priority.”
Since May, Sonos has been updating the app roughly every two weeks. Moving forward, they will continue this bi-weekly update schedule through October, focusing on various improvements and fixes.
Upcoming Sonos Updates
July and August 2024:
- Stability improvements when adding new products
- Enhancements to Music Library configuration, browsing, searching, and playback
August and September 2024:
- Better volume responsiveness
- User interface improvements based on customer feedback
- Overall system stability and error handling improvements
September 2024:
- Consistency and reliability improvements for alarms
September and October 2024:
- Restoring edit mode for Playlists and the Queue
- Functionality improvements in settings
Spence concluded by acknowledging the work needed to regain customer trust and encouraged feedback through his email, [email protected].
While some users didn’t face issues, many were turned off by the app’s missing features and unreliable operation. Sonos’s reputation as a top wireless speaker brand heavily depends on its app’s ease of use. The goal is for the new app to finally meet this promise by the end of the year.
