0
0
Sonos has issued an apology after a botched app update left users unable to access their smart speakers and caused other technical difficulties.
The brand introduced a new version of its app for controlling speakers and music in early May.
Therefore, before the release, the company stated that it had “completely redesigned and rearchitected the Sonos app to make it easier, better, and faster.” They highlighted a new interface to simplify music selection and claimed that the updated app would offer quicker and more reliable performance.
However, the reality was far from the company’s promises. Users discovered missing vital features, and in some cases, their speakers disappeared from the app entirely, leading to widespread frustration.
Some users even reported that the app had rendered their system completely unusable.
The app update sparked criticism across various online platforms, with Sonos’ community forums bearing the brunt of the backlash. Some users reached their breaking point, selling their Sonos setups and pledging never to repurchase the brand.
The app debacle overshadowed the launch of the brand’s new ‘Ace’ headphones. Intended as a breakthrough into the headphone market, the latest product became another target for disgruntled customers.
In addition, Sonos CEO Patrick Spence publicly apologises for the app’s disastrous launch, promising ongoing improvements.
“I want to start by apologising for letting you down,” he wrote. Every employee at Sonos feels the pain of disappointing you, and I want to assure you that our top priority has been and remains to fix the app for all of our customers and partners.”
“We developed the new app to enhance the user experience, enabling us to drive more innovation in the future, with the understanding that it would improve over time. However, since its launch, we’ve discovered several issues. Addressing these problems has delayed our original plan to incorporate the missing features and functionality swiftly,” he added.
The company has published a roadmap on its website detailing upcoming app updates to fix bugs and reinstate lost features. While these updates will be rolled out bi-weekly, Sonos acknowledges that it may take until October to restore the app to its previous state fully.
Additionally, the apology sparked another wave of criticism from users, who expressed continued dissatisfaction.
The Sonos app fiasco is a cautionary tale for tech companies about the importance of thorough testing before releasing major updates. As the company works to restore customer confidence, it remains to be seen if it can recover its reputation as a leading audio brand.
