Sonos has publicly apologized for the problematic rollout of its redesigned mobile app, which has led to significant customer frustration and a series of technical issues.
The app, released in May, aimed to modernize and enhance user experience with new customization options and an easier interface. However, the update resulted in the removal of key features such as sleep timers, alarms, and the ability to pair certain speakers. These changes, coupled with issues in music search and playback, caused widespread dissatisfaction among users.
CEO Patrick Spence addressed these concerns in a recent blog post, acknowledging the “significant problems” caused by the update and apologizing directly to customers. He emphasized that resolving these issues is the company’s top priority, stating, “There isn’t an employee at Sonos who isn’t pained by having let you down.”
Spence’s letter marks the first formal apology from the company, following initial responses that were criticized as insensitive to the severity of the problems users faced.
Planned Fixes and Future Updates
The company has been releasing updates every two weeks to restore missing features and improve the app’s functionality. Recent fixes have addressed local library playback, and future updates will include enhancements such as:
- Better stability for pairing new products
- Improved configuration options for the music library
- Increased volume responsiveness
- A refreshed alarm clock feature
Notably, the ability to edit the song queue within the Sonos app, a highly requested feature, is not expected to be available until the fall.
The updates and improvements are scheduled to continue through October, with the company working diligently to regain customer trust.
Featured Image courtesy of Phil Barker/Future Publishing via Getty Images
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