Sonos Faces Backlash After New App Launch, CEO Steps Down
Sonos, the renowned audio equipment manufacturer, is grappling with significant challenges following the launch of its completely rebuilt mobile app for Android and iOS in May 2024. The new app, designed to enhance performance, customization, and future features, has instead sparked immediate customer complaints about bugs and missing functionalities.
The negative feedback has dealt a blow to Sonos’ reputation, prompting the company to intensify efforts to regain customer trust and address the app’s issues. In a surprising turn of events, CEO Patrick Spence stepped down in January 2025, marking a significant leadership change amid the ongoing controversy.
The company has since undergone further restructuring, with the departure of its chief marketing officer, chief commercial officer, and chief product officer. An interim CEO has taken the helm, maintaining positive communication with employees. However, the struggles persist, leading to the layoff of 200 employees.
Sonos’ product development and revenue have also been affected. The company’s exploration of a MagSafe speaker for iPhones has been overshadowed by the delay of two new products due to app-related issues. Consequently, Sonos has experienced a decline in revenue following the app debacle.
In response to the crisis, Sonos has implemented several measures to engage with customers and address their concerns. The company opened a Trello board for transparency on app fixes, made staff available on weekends for customer complaints, and conducted a community AMA to address missing features.
Despite these efforts, the latest app update has only resolved a fraction of the reported problems. Sonos is now considering relaunching the old app and has included an apology for the issues within the current app.
Looking ahead, Sonos has announced a return-to-office initiative for product teams and is developing a strategy to rebuild trust with customers. However, the CEO has stated that rereleasing the old app is not possible.
In a public statement, the CEO apologized for the app rollout issues while defending the “courage” behind the redesign decisions. Meanwhile, Sonos continues to release new products, such as the Sonos Arc Ultra, which has received mixed market reception.
As Sonos navigates this challenging period, the company remains focused on improving its app and product performance to regain its standing in the competitive audio equipment market.
