Sonos CEO Patrick Spence issued an apology to users regarding a flawed update to the company’s mobile app and provided a timeline for its resolution. A new update for the mobile app was rolled out on May 7, coinciding with the launch of the Sonos Ace wireless headphones. However, the headphones were hastily produced with missing features upon release, mirroring the situation with the updated app. The revamped app, supposedly tailored to support the Ace, lacked several features present in the previous version, such as sleep timers, control over locally stored music, and the ability to edit playlists and playback queues.
In a post on the Sonos website, Patrick Spence writes: “I want to start by personally apologizing for disappointing you. There isn’t a single employee at Sonos who isn’t upset that we let you down, and I assure you that fixing the app for all of our customers and partners has been and remains our top priority . ”
Sonos had initially planned to incorporate the missing features earlier, but due to several reasons, the implementation had to be postponed. Spence mentioned that biweekly updates have brought stability to the app for numerous users, and he has established a timeline for additional enhancements. Nevertheless, the reintroduction of edit mode for playlists and song queues is not expected until September or October, provided that everything progresses as planned.
It is improbable that this will calm down customers who are frustrated that Sonos not only worsened the app experience, but also spent almost three months apologizing for its actions.
