Sonos Delays Two New Products as It Races to Fix Buggy App

Sonos, renowned for its high-quality audio products, has hit a significant roadblock with its redesigned app, leading to the delay of two major hardware releases. The company's CEO, Patrick Spence, announced the delay during the third-quarter earnings call, where he also detailed the challenges and the company's strategy to address them.

Strong Start Overshadowed by App Woes

The newly launched Ace headphones provided a robust start, contributing to a better-than-expected quarter for Sonos. "The Ace headphones got off to a strong start and helped spur year-over-year revenue growth," Spence said. However, this success was overshadowed by the issues plaguing the new Sonos app.

Delayed Product Launches

To prioritize fixing the app, Sonos has decided to delay two hardware products that were set to launch in Q4. One of these products is likely the new flagship soundbar, codenamed Lasso. "These products were ready to ship in Q4," Spence mentioned. "We believe our focus needs to be addressing the app ahead of everything else."

The App's Issues and Sonos' Response

Spence was candid about the app’s issues and the rushed nature of its release. "With the app, my push for speed backfired," he admitted. "As we rolled out the new software to more and more users, it became evident that there were stubborn bugs we had not discovered in our testing." This led to a user experience that was worse than the previous version.

Fixing the Bugs

Sonos is taking an all-hands-on-deck approach to fix the app. Spence emphasized that overhauling the app and its underlying infrastructure was necessary for future innovation. "The new app has a modular developer platform based on modern programming languages that will allow us to drive more innovation faster," he said.

However, the rushed rollout meant many customers faced issues such as bugs, missing features, and unstable system performance. Spence has apologized for these problems and promised app updates every two weeks. Despite improvements, some features, like queue management, won’t be restored until the fall.

Expert Help and Customer Support

To expedite the app improvements, Sonos has enlisted the help of longtime experts. "I’ve asked Nick Millington, the original software architect of the Sonos experience, to do whatever it takes to address the issues with our new app," Spence said. Sonos board member Tom Conrad is also overseeing the app improvement effort to ensure progress stays on track.

Customer Appreciation Initiatives

In response to the ongoing issues, Sonos is rolling out promotional savings programs to support and thank their customers and partners. "We are enacting programs this quarter to both support and thank our customers and partners for sticking with us through this period and turn their dissatisfaction to delight," Spence announced. These programs will last for at least six months through fiscal Q4 and Q1 of 2025.

Conclusion

Sonos' decision to delay new product launches reflects a commitment to quality and customer satisfaction. While the app issues have caused significant challenges, the company's proactive approach and the involvement of key experts aim to resolve these problems swiftly. Sonos customers can look forward to improved app performance and upcoming promotions as the company works to restore its reputation and customer trust.

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