Sonos CEO Responds to Angry Customers Over App Update

Sonos CEO Patrick Spence has faced backlash from frustrated customers following the launch of a problematic app update. Initially, Spence touted the redesign as a significant improvement, aimed at enhancing user experience by addressing previous pain points. However, the rollout quickly sparked widespread complaints, prompting the company to issue multiple apologies and commit resources to rectify the issues. In response to the backlash, Spence revealed that the company had considered reverting to the old app version but found it technically unfeasible. He acknowledged that while some negative feedback was anticipated, the extent and variety of technical problems encountered by users were unexpected. Spence emphasized Sonos's commitment to high standards for both hardware and software, expressing surprise at the "stubborn and esoteric bugs" that emerged post-launch. Despite the challenges, Sonos is prioritizing improvements to the app, even as it faces staff reductions. The company had anticipated some users would prefer the previous version, particularly those reliant on local music and sleep timers, and believed they could address these concerns swiftly. However, the unforeseen technical difficulties have complicated their efforts. The app update was rolled out simultaneously to all users, with no option to opt out unless automatic updates were disabled. As Sonos navigates this crisis, the focus remains on restoring customer trust and enhancing the app's functionality.