Sonos Official

Update on the Sonos App from Patrick Spence

Related content:CommunitySonos

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Hello everyone,

We wanted to take a moment to address concerns regarding our new app that launched in May. At Sonos, delivering an exceptional experience is paramount to all that we do. Unfortunately, your experiences over the past several weeks have fallen short of our commitment to you.

Today, our CEO Patrick Spence published a letter that includes a detailed update on the progress we’ve been making and plans going forward. You can read the full letter here.

We sincerely appreciate your patience and continued support. We are working hard to earn back your trust and are more committed than ever to delivering a consistently great Sonos experience for everyone.

Thank you all for your patience,
Your Sonos Team

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Pebo

Trending Lyricist I

Their share price performance since May says it all! They simply need to listen which the CEO seems remarkably poor at doing. A little humility and less ego might help the company more than this stupid pig headed approach of just words that mean nothing apart from ‘I’m gonna do what I say we do not what customers want’. Your time will come Mr Spence, I hope you will remember what your customers are asking for when that time comes!

Tempted to buy a share just to raise these issues at the shareholders meetings!

V

Veeper

Prominent Collaborator I

Their share price performance since May says it all! They simply need to listen which the CEO seems remarkably poor at doing. A little humility and less ego might help the company more than this stupid pig headed approach of just words that mean nothing apart from ‘I’m gonna do what I say we do not what customers want’. Your time will come Mr Spence, I hope you will remember what your customers are asking for when that time comes!

Tempted to buy a share just to raise these issues at the shareholders meetings!

People say that, but then don’t. Why not, when it’s so cheap?

AMPx2, One SLx6, Play5x2, SUBx2, Play1x2, Move, Roam (Yuck), ARC, PlayBar, Beam, SYMFONISKx2, Awful New App.

J

jun_man

Lyricist III

I think another aspect here that would concern me is the delayed impact on hardware sales. If the app had been bricked for a few weeks, it might have been ok. But we’re now looking at six months for issues to be fixed. If you’re selling this stuff in a shop, you can’t hide the fact that the kit doesn’t work because the app is messed up. I suspect there is worse to come for the overall financial impact on Sonos.

E

EAR4U

Contributor I

To jun_man’s comments, I agree, I am looking to upgrade some older speakers and for first time I am considering alternatives to Sonos e.g. Apple / Bose (an unexpected position)…

sigh

Prodigy II

I think another aspect here that would concern me is the delayed impact on hardware sales. If the app had been bricked for a few weeks, it might have been ok. But we’re now looking at six months for issues to be fixed. If you’re selling this stuff in a shop, you can’t hide the fact that the kit doesn’t work because the app is messed up. I suspect there is worse to come for the overall financial impact on Sonos.

It will be interesting to see what impact on sales have been when the remaining financial product for the year come in and if there is a definite visible one outside of the usual seasonal changes.

What I hadn’t realised was just how many single product households there are with Sonos products. According to the Q2 report 6M, that’s 40% of Sonos households only have a single product. In my mind that is most likely close to 40% of users who never use the Sonos app after setup. So the many app issues are likely irrelevant if they’re using airplay/bluetooth/connect client and initial setup works. I’m not even sure why anyone would even pay the Sonos premium for just 1 device.

Even the multi device average is only 4.4 devices across 9M (60%) of households. If you consider a stereo pair or soundbar + sub puts someone in that group, and even a surround setup is only 4 devices I wonder how evenly spread it is across the total households to be reach that level.

https://s22.q4cdn.com/672173472/files/doc_financials/2024/q2/FINAL-2Q24-Earnings-Slides-pptx.pdf

Maybe the multi product household increase will drop and conversion of existing single to multi product rates will drop, but new single devices are barely affected. 🤷

I’d say the bigger knock on effect the longer significant issues drag out, is people who have spent more money on multi room setups will actually look elsewhere the longer they have an issue that isn’t resolved and also recommend to others to avoid Sonos. So what Sonos class as their affluent households market could start to shrink. I’m thinking custom install, the top arc surround package, whole house/multiroom purchase in a single purchase rather than piecemeal.

Only time will tell, but the Q4 report will likely give a better longer term impact view than a Q3 report.

S

StefanT

Trending Lyricist I

What about IKEA? It’s a small company in the world… do they like to sell bricks for a lot of money???

Does someone have a contact at ikea to call to discuss what kind of * they re-sells?

/STefan

*Moderator Note: Modified in accordance with the Community Code of Conduct.*

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jorge_cab_rod

Trending Lyricist I

I am very angry and upset; not only has my problem not been solved, but now Sonos is forcing the app to be updated. I managed to get it working using an old version of the app, but since yesterday it tells me I must update it. It is outrageous; I have worked in a digital company (banking) for 5 years and the appreciation and respect we have for our customers in no way resemble the disdain Sonos shows us by having an app that doesn't work and doesn't solve anything. What am I supposed to do with my devices? I have 3 Sonos speakers serving as paperweights. What should I do? Damn it.

K

Kirkcrn

Contributor I

Hello everyone,

We wanted to take a moment to address concerns regarding our new app that launched in May. At Sonos, delivering an exceptional experience is paramount to all that we do. Unfortunately, your experiences over the past several weeks have fallen short of our commitment to you.

Today, our CEO Patrick Spence published a letter that includes a detailed update on the progress we’ve been making and plans going forward. You can read the full letter here.

We sincerely appreciate your patience and continued support. We are working hard to earn back your trust and are more committed than ever to delivering a consistently great Sonos experience for everyone.

Thank you all for your patience,
Your Sonos Team

Hello everyone,

We wanted to take a moment to address concerns regarding our new app that launched in May. At Sonos, delivering an exceptional experience is paramount to all that we do. Unfortunately, your experiences over the past several weeks have fallen short of our commitment to you.

Today, our CEO Patrick Spence published a letter that includes a detailed update on the progress we’ve been making and plans going forward. You can read the full letter here.

We sincerely appreciate your patience and continued support. We are working hard to earn back your trust and are more committed than ever to delivering a consistently great Sonos experience for everyone.

Thank you all for your patience,
Your Sonos Team

I am the (formerly) proud (Android) owner of an arc, Gen 2 sub, gen 2 beam, and a submini. Prior to this update brouhaha, the ace headphones and the move2 were on my bucket list; but for now and the foreseeable future, they've moved over to my shit list! Just finished reading the CEO's rosy "update- update" ... If this was a mea culpa, he obviously wouldn't say shit if he had a mouthful! "You WILL continue to use this app version, and ONLY this app version, until WE say OTHERWISE!"

Our experiences haven't "fallen short of your commitment to us"... your COMMITMENT has fallen short of your commitment to us!

J

JIncan

Contributor I

I love @SONOS and love the CEO making a statement. The issue I have is that Patrick states that when the app was released you “found” a number of issues. That wasn’t the problem. The problem was that you literally removed features people used every day. That was a deliberate decision by the developers. So, the apology rings hollow because this statement makes it sound like a software bug and not an oversight or a conscious decision.

It is also a deliberate decision NOT to reinstate the old S2 app while they’re still trying to figure out all the bugs in the new app. I haven’t heard anything in all the apologizing that says why they can’t bring back the old app in the meantime. Maybe there are are reasons why that’s not possible, but they haven’t said what those were. It seems from these threads that there would be a lot of people made happier if they just brought the old app back. And why can’t that happen . . . like . . . yesterday? Apologizing is fine, but remedial action is better.

J

JDUII

Lyricist I

Why would Sonos deliberately release such a BS app that it's basically bricked all of my gear?!?! Just turn back the dial on the app! This is worse when switching from S1 to S2. Because now none of my * works properly - that had worked flawlessly for years!

DIAL IT BACK!!!!

*Moderator Note: Modified in accordance with the Community Code of Conduct.*

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