In a bid to regain customer trust after a disastrous app update, Sonos has announced a series of commitments to improve its software and extend product warranties. The audio company faced severe criticism following the May 2024 release of a revamped app that broke core functionality and removed popular features.
Sonos CEO Patrick Spence acknowledged the missteps, stating, Our priority since its release has been—and continues to be—fixing the app. The company has outlined seven key commitments aimed at addressing the root causes of the app's issues and rebuilding customer confidence:
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Enhanced Quality Control : Sonos pledges to establish more stringent quality benchmarks for product development and improve tools to measure customer experience.
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Expanded Beta Testing : The company will increase the scope and duration of its beta testing program to include a wider range of customers and setups.
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Gradual Feature Rollouts : Future major app changes will be released incrementally, allowing for customer feedback before becoming the default.
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New Quality Ombudsperson Role : This position will ensure employees can escalate quality concerns and will report directly to leadership and the board.
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Extended Warranties : All home theater and plug-in speaker products currently under warranty will receive a one-year extension.
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Regular Software Updates : Sonos commits to releasing app updates every 2-4 weeks to optimize performance.
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Customer Advisory Board : A new board will be established to provide user feedback on future products and software.
To demonstrate the seriousness of these commitments, Sonos' executive leadership team will forgo annual bonuses for the 2024-2025 fiscal year unless significant improvements are made to the app experience and customer trust is rebuilt.
The company reports that over 80% of the app's missing features have already been restored, with plans to reach nearly 100% in the coming weeks. However, questions remain about how such a problematic update was initially approved for release, potentially damaging Sonos' previously stellar reputation.
As Sonos works to recover from this setback, the incident serves as a cautionary tale for tech companies considering major overhauls of established products. The company's response highlights the importance of thorough testing, gradual implementation, and maintaining open lines of communication with customers when introducing significant changes to beloved products.