OPINION : Audio giant Sonos suffer a shocking twilight from blessing in 2024 . And it set out with taking its most truehearted users for granted . Let the pin of CEO Patrick Spence be a moral to other tech companies : do n’t mess with mass ’s favourite apps !
It started with an app refresh . It chance all the meter , every single solar day tech company tweak , revamp and relaunch their digital companions . But not since the honestly laughable Apple Maps rollout in iOS 6 over a decade ago , can I think back release as fateful as Sonos ’ May 2024 update that succeeded the S2 app .
Sonos ’ decision to free a rebuilt young app , without the foundations to keep the mansion standing , shatter trust in the companionship among both firm users and the likely newcomers it has been trying to court by expanding the product credit line . It could not have gone worse .
The app brazenly cast away beloved feature , like the sleep timer and playlist editing , and messed - up local medicine libraries , dispensed with save radio place and even stymy basic features like grouping speakers and controlling their book . And , worse still , there wasno manner back for user who ’d updated the app .
In August , the company said itcouldn’t re - release the old app because it would have made matters spoilt . In October , the company was still publish roadmaps for recovery .
As the unease continued , the men was cut back and the fellowship announced dips in gross ; thanks in no modest part to the poor sales performance of theSonos Aceheadphones that boost the hasty app update in the first place . The Verge’ssourcessay “ sale number persist dismal . ”
Recovery from the error has been so sorely slow that someone had to take the wrap . A understandably out - of - touch CEO was the one to fall down on the sword . The app should never have made it into the wild and an in - tune leader would n’t have rent it . Once the human action was done , there weretoo many apologies , not enough action and a cleared sense that the rot had lay out in . He had to go .
Avoidable faux-pas
This will go down as one of the most avoidable simulated pas in modernistic tech history . The mighty Sonos , which pioneered great - sounding wireless audio throughout the home , floor by the app that underpinned it all and , in truth , had very little wrong with it to start with ?
It ’s a lesson for all tech companies not to take your loyal base for granted . There ’s a limitation . peculiarly when you err from the familiar functionality , the years of things just working , of everyone fuck where everything is .
Do n’t put barriers in the way . Do n’t bedevil the baby out with the bathwater , and definitely do n’t throw speaker in with a infant and the bathwater , which is a more apt metaphor for Sonos ’ 2024 .
It appears Sonos employee have been as disappointed as users with the unease . A missive to staff from the man charged with becalm the ship at least acknowledge that .
“ I ’ve heard from many of you about your own frustrations about how far we ’ve drifted from our share ideals , ” suppose interim CEO Tom Conrad when plow employees this week .
“ There ’s a howling amount of work in front of us , including what I ’m sure will be some very challenging second , decisions , and trade - offs , but I ’m energised by the passion I see all around me for doing right by our customers and getting back to the innovation that is at the ticker of Sonos ’ incredible history . ”
There is a long road back for Sonos , but it ’s not the end of the road . The ironware is , as its ever been , up there with the effective consumer audio tech has to offer . However , once user trustingness has been broken , it ’s often unmanageable to reinstate .
The one thing Sonos has go for it mightily now ? Who ’s gon na go to the length of replacing all of those expensive speakers and soundbars just because the app ’s crap ?
