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Sonos CEO apologizes for 'disappointing' customers after rocky rollout of new app
- After numerous complaints, the CEO of Sonos has issued an apology for the updated Sonos app.
- The CEO acknowledges there are significant issues and there is a lot of work to be done.
- The apology letter also offers a roadmap for fixes.
It’s been a couple of months since Sonos released the big update to its app, which launched shortly before the Sonos Ace. Not long after its rollout, users quickly pointed out issues ranging from missing features to general bugginess. Although the company begrudgingly acknowledged the issues initially, it is now coming forward to apologize for the mess.
The CEO of Sonos, Patrick Spence, has published an apology letter to customers in regard to the Sonos app. In the blog, Spence states:
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.
When users started noticing the problems with the app, the Sonos subreddit quickly became a place to vent frustrations. Some of the issues included an inability to search for your local music library, no volume level details, no mute button on Android, and so on.
Since the rocky release, the company has fixed a lot of these issues, jotting down every change on the official release notes page. In addition, the apology letter includes a roadmap for fixes to come.
Here’s the roadmap Spence attached to his blog:
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
According to the CEO, Sonos plans to “continue releasing new software updates on a bi-weekly cadence.” As it did before, it will keep a record of these fixes in its release notes.