Follows back in the spring, the Sonos app was very broken and lacked basic functionality. The company admitted it made a big mistake by pushing the redesign too soon, explaining that it had since uncovered more “issues” that prevented it from adding those missing features. Users quickly became frustrated, and now the company is so involved in fixing the software problem that it ready to launch before the festive season. Let’s discuss how we got here, what happened with the program, the consequences Sonos is facing, and what’s next.
The back story
Sonos released a completely redesigned version of its app for Android, iOS, and desktop in May. The overall redesign is focused on making it easier to play different types of content, while creating a more convenient hub for finding what you need. Of course, it also has to work with the company’s various speakers and soundbars, and the overhaul came before the release of the first Sonos headphones. those boxes brought new functionality that needed to be supported in the app, so the company thought it was time to wipe the slate clean.
“We saw the re-architecture of the app as critical to Sonos’ growth as we expanded into new categories and moved aggressively outside of the home,” said Patrick Spence, the company’s CEO. . “In addition to a more modern user interface, the new app has a modular developer platform based on modern programming languages, which will allow us to drive more innovation faster, allowing Sonos to deliver all kinds of new features over time, just as the legacy app does.” will allow to do. could not place”. He also noted that the company has had “performance and reliability issues” in its history, so the user experience has already suffered as a result of the outdated platform.
Some customers will always be resistant to change. The new customizable interface took some getting used to, but that wasn’t the problem. The app lacked basic features like sleep timers and alarms. Users too inability to rearrange speakers in different rooms, speakers working intermittently, and difficulty performing other basic tasks. Some say they can’t download the app securely on the first try.
“We’ve developed the new app to create a better experience, so we can drive more innovation in the future, and we know it will only get better over time. However, since launch, we have discovered a number of issues,” Spence said . “Fixing these issues has delayed our previous plan to quickly include missing features and functionality.”
In the same blog post, Spence laid out a roadmap for fixing the issues, which initially includes restoring the ability to add new products to your home setup. I even had trouble adding the Ace headphones to the app at first, but after a few tries I finally got it. Spence also said that the company has released updates to the app every two weeks since the redesign, which began on May 7, and will continue with that schedule. . TV Audio Swap with Ace headphones and the latest version included In the iOS version, it introduced very simple things like the ability to clear the queue.
“One of the things I’ve emphasized since I took over as CEO has been the need for Sonos to move faster,” Spence said on the earnings call. “This is what led to my promise to introduce at least two new products every year – we have successfully fulfilled this promise. And with the app, my drive for speed backfired.”
A break
Customers have been understandably nervous since early May, which has been well documented . However, user satisfaction is not the only problem facing the company. The new version of the app was so broken that missing items had to be fixed before they could be added, Sonos delayed sales of two new products that were set to launch in the fourth quarter. Spence said the company brought in Nick Millington, the “original software architect of the Sonos experience,” to do “whatever it takes” to fix the issues.
And it’s not just a headache for customers. Sonos dealers and installers, who make up a significant portion of the company’s business, are so frustrated with what they encounter when trying to do their jobs that some have stopped selling. “As an installer, when you’re trying to buy this with someone, it’s a shame that at this point you just have to say, ‘well, the main company has issues,’ it makes you look ignorant.” he explained.
Spence explained on the company’s third-quarter earnings call that the app crash would cost $20 million to $30 million. CFO Saori Casey said the amount was due to a loss in sales caused by a software problem and the delay of two new products that would have brought in more revenue. So Sonos has had to revise its Q4 financial guidance to lower expectations until this “chapter,” as Spence describes the current fiasco, is resolved.
While the company hasn’t released any details on what either of these two delayed products might be, there are rumors that provide some clues. In November, the company was working on a soundbar that would surpass the capabilities of its current flagship, the Arc, plus a TV streaming box. Both of these products would be hot ticket items for the holidays, especially for the Sonos faithful.
Bloomberg explained that the new soundbar will likely cost $1,200, or $300 more than the Arc. In addition, the new model will include “new technology” after the acquisition of the company . In announcing the move, Sonos said Mayht had “invented a new, revolutionary approach to audio transducers.” More specifically, the company’s engineering methods allow it to create transducers, a key component of speakers, that are smaller and lighter without compromising quality.
In the same way Bloomberg according to the report, the Sonos TV streaming box will come with an Android-based operating system with different apps for different services. The device is also said to act as a hub for Sonos gear in the home. Dolby Atmos and Dolby Vision should be on the spec sheet, and voice control will reportedly play an important role in the gadget’s performance.
Bloomberg He then explained that Sonos is working on a new high-end amplifier and new eight-inch ceiling speakers that could cost at least $3,000. Frustrated dealers and installers will be reluctant to sell such expensive items with the app in its current state if Sonos can even add the functionality to make them work. Either of these could be two products that the company had to delay, and either of them would likely have filled its bottom line by the end of the year. And that’s on top of early sales of the Ace, a device that should be popular this holiday season.
What will happen next?
Sonos has a clear plan for how it intends to fix its buggy app, but no timeline on how long it will take. The company has not yet delivered for Ace headphones, which will map the room (with the help of the soundbar) to virtually recreate the acoustics for a more realistic experience. And as we recently learned, new products have been delayed for now.
“Building a new software foundation was the right investment for the future of Sonos, but fell sharply short of the plan we presented in May,” Spence said on the earnings call. “We won’t rest until we fix the issues with our app and deliver new versions that significantly improve our customers’ experiences.”
Until the app is fixed, the company is on hold, shutting down its entire product pipeline for the foreseeable future — if reports are to be believed. By the looks of it, Sonos was planning to release an app that wasn’t completely finished, but that it thought was stable enough to use, with the goal of adding features over time to improve the overall experience. However, the complete overhaul was essential for the new technology and devices Sonos had in the works, as the company was clear that the old app would not support them. And since one of those items was the Ace, Sonos had to decide that it could wait a little longer to release its first headphones, its highly anticipated product.
This article contains affiliate links; we may earn a commission if you click on such a link and make a purchase.
