The big Sonos app redesign was intended to make the company’s software more modern, customizable, and easier to use. But two months after its May release, it’s hard to look at this situation as anything but a colossal unforced error. Sonos has been steadily adding back missing features and functionality with frequent app updates, but the chorus of customer frustration isn’t going away.
To that end, CEO Patrick Spence today published a letter that covers the progress Sonos has made with the new app — and what customers can expect in the near future. It also contains Sonos’ first direct apology for the rough patch that “too many” users have gone through. Some customers have been waiting for that after the company’s initial responses (like saying the app overhaul took “courage”) came across as tone-deaf, given all the bugs and technical difficulties.