Lewis CaliburnSonos CEO Patrick Spence has released a statement regarding the issues some customers have faced since the launch of the company’s new app on May 7.
In the statement, Patrick addresses the challenges Sonos’ customers and partners have encountered with the new app since launch and provides a detailed update on the progress made thus far, as well as the company’s plans moving forward through the end of the year.
Sonos states that fixing the app experience has been and continues to be the number one priority for the company, which acknowledges that user experiences over the past several weeks have “fallen short of our commitment to you”.
What follows is an official statement from Patrick on progress made on the issues the company has experienced with its user app:
“We know that too many of you have experienced significant problems with our new app which rolled out on May 7, and I want to begin by personally apologising for disappointing you. There isn’t an employee at Sonos who isn’t pained by having let you down, and I assure you that fixing the app for all of our customers and partners has been and continues to be our number one priority.
“We developed the new app to create a better experience, with the ability to drive more innovation in the future, and with the knowledge that it would get better over time. However, since launch we have found a number of issues. Fixing these issues has delayed our prior plan to quickly incorporate missing features and functionality.
“Since May 7, we have released new software updates approximately every two weeks, each making significant and meaningful improvements, adding features and fixing bugs. Please see the release notes for Sonos software updates for detailed information on what has been released to date.
“While these software updates have enabled the majority of our customers to have a robust experience using the Sonos app, there is more work to be done. We have prioritised the following improvements in our next phase of software updates:
July and August:
- Improving the stability when adding new products
- Implementing Music Library configuration, browse, search, and play
August and September:
- Improving Volume responsiveness
- User interface improvements based on customer feedback
- Improving overall system stability and error handling
September:
- Improving Alarm consistency and reliability
September and October:
- Restoring edit mode for Playlists and the Queue
- Improving functionality in settings
“We plan to continue releasing new software updates on a bi-weekly cadence. With each release, we will share detailed notes on what we’ve addressed and what we’re working on next in our Community.
“We deeply appreciate your patience as we address these issues. We know we have work to do to earn back your trust and are working hard to do just that. I am always open to your feedback, you can find me via email at ceo@sonos.com.
“Sincerely,
Patrick Spence
CEO.”