It doesn’t take a lot to notice something is amiss with the internal workings of Sonos as a company. After this recent release of the updated app, everyone from casual users to long time dealers are questioning the direction of the company. Are they struggling to meet unrealistic internal benchmarks or is the company on the verge of being sold and the staff are trying to justify their jobs?
I’m a long time user of Sonos and I work for a Sonos dealer. We install products into ultra high end homes where the average AV budget is between $50K - $400K. The product is by far the best multi-room audio system the market has to offer. We’ve installed countless systems over the past 10 years and have been a loyal supporter of the Sonos brand. No one else has been able to compete. BUT, things are changing.
First of all, the market is saturated. A big portion of the population that were interested in the Sonos concept have already bought in. They built their homes, we installed their Sonos products and away they happily went using their system daily. Fast forward five years when Sonos updated their app from S1 to S2 thereby rendering a bunch of their legacy products unusable. Customers and dealers were noticeably irritated. Time healed those wounds and new batches of products continued to roll out. However the app updates started to come more frequently and the the in-app advertising became a hindrance. Clients began using their Sonos systems less because it was becoming a pain in the ass. They were reluctant to upgrade their products because they were afraid the company would render $15K of equipment useless with a single software update. We recently had the opportunity to try to sell a huge Sonos system for a $55 million dollar home and when we met with the clients, they said they were sick of all the updates the app has every time they try to use their system at their other home. So, they said no thank you to Sonos.
We know very well that Sonos has aggressive internal sales goals and that spills over to how they push their dealers to sell sell sell. Perhaps we are unique in this industry, because our approach is to sell to clients’ needs and provide solutions that will last for a very long time. The consumer electronics industry unfortunately does not take that approach and is without a doubt one of the most wasteful and polluting industries in the world. We have a pallets of old equipment in perfectly good condition that we’ve replaced with the “latest and greatest” product on the market.
Where does this leave a company like Sonos, struggling to meet the demands of investors while hitting DEI and ESG goals? The divide between the ultra high end and the average consumer is getting wider every day. The high end market wants an awesome product that works seamlessly and will last for 10 years or more. The average consumer market can only afford the “disposable” product lines. And now with the foray into Sonos Pro, the company hopes to attract the commercial business market which is actually dying everywhere you look. Sonos is obviously grasping at anything that will stick. From the outside observer, they are starting to look desperate. The stock is falling to 2019 levels, and the loyal customers are baffled by the latest half-baked release of the S2 app. Spend a moment on social media and you’ll see they’ve got a hot mess on their hands.
Is this a sign that a leadership change is coming? Denon, Marantz, Definitive, Polk, and Boston all got bought by Sound Untied and then got swept up by Masimo. SnapAV bought Control 4, Triad and Pakedge. Now SnapAv is going to become part of ADI. Sonance bought James Loudspeaker. Is Sonos about to be acquired? Based on the trends over the last five years, I think so. Unfortunately acquisition almost never results in anything getting better. Gone are the days of quality over quantity.