Sonos CEO apologizes for disastrous rollout of new app

We know that too many of you have experienced significant problems with our new app which rolled out on May 7, and I want to begin by personally apologizing for disappointing you. There isn’t an employee at Sonos who isn’t pained by having let 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.

We developed the new app to create a better experience, with the ability to drive more innovation in the future, and with the knowledge that it would get better over time. However, since launch we have found a number of issues. Fixing these issues has delayed our prior plan to quickly incorporate missing features and functionality.

Since May 7, we have released new software updates approximately every two weeks, each making significant and meaningful improvements, adding features and fixing bugs. Please see the release notes for Sonos software updates for detailed information on what has been released to date.

While these software updates have enabled the majority of our customers to have a robust experience using the Sonos app, there is more work to be done. We have prioritized the following improvements in our next phase of software updates:

July and August:

Improving the stability when adding new products

Implementing Music Library configuration, browse, search, and play

August and September:

Improving Volume responsiveness

User interface improvements based on customer feedback

Improving overall system stability and error handling

September:

Improving Alarm consistency and reliability

September and October:

Restoring edit mode for Playlists and the Queue

Improving functionality in settings

We plan to continue releasing new software updates on a bi-weekly cadence. With each release, we will share detailed notes on what we’ve addressed and what we’re working on next in our community.

We deeply appreciate your patience as we address these issues. We know we have work to do to earn back your trust and are working hard to do just that. I am always open to your feedback, you can find me via email at ceo@sonos.com.

Sincerely,

Patrick Spence

CEO