In a series of social media posts and emails to users, Sonos CEO Patrick Spence has apologized for the May update of the Sonos mobile app, which has been fraught with user interface and navigation issues, connection problems and difficulty controlling volume, among other things.

In his public statement, Spence acknowledges those issues with the new app and personally apologizes for disappointing Sonos users.

“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,” Spence writes.

Spence says the new version of the app released on May 7, version 80.0, was created to deliver a better experience with the ability to improve the app over time. The app was redesigned with a “more personalized experience” that included a new interface designed to enable quicker access to content from the Home screen, quicker access to system controls, a new Message Center with product tips and recommendations, and new web app for control from a tablet, laptop or desktop.

However, it has been plagued with issues since launch, and fixing those issues has delayed the company’s plans to improve the app and add back in missing features and functionality.

The Future of Digital Lighting & Control

As a custom integrator, lighting is in demand. Effective communication, education and showcasing the value proposition of LED light fixtures in conjunction with integrative control systems are the keys to overcoming challenges and closing sales in this specialized market. Join us as we discuss the future of digital lighting and control with David Warfel from Light Can Help You and Patrick Laidlaw and Mark Moody from AiSPIRE. Register Now! 

Users Heavily Criticize Sonos App Experience Following Update

Users on the Sonos Community forum have criticized the new version of the app, citing volume controls not working, saved radio stations disappearing, grouped speakers not playing the same content, and just overall poor design.

According to Spence, the company since launch has released software updates about every two weeks to make significant and meaningful improvements, including adding features and fixing bugs. In fact, the company just released an update on July 22 that makes several improvements, including adding setup, configuration and search for local Music Library, improved account settings for Sonos Pro subscribers, improved line-in auto play and compression settings, improved accessibility in settings, improved notification for firmware updates, volume control updates, and more.

Other updates have been released on July 1, June 24, June 17, June 4, May 29, May 21, May 14 and May 13.

Spence Notes “There is More Work to Be Done” to Improve Sonos App

“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,” Spence writes.

The company is now prioritizing several improvements in upcoming software updates, with improved stability when adding new products and Music Library improvements coming in July and August. Volume responsiveness, interface improvements, system stability and alarm reliability will get addressed in August and September updates. Sonos then eyes September and October for updates that restore edit mode for playlists and queues as well as improving functionality in settings.

Sonos plans to continue those updates on a bi-weekly cadence, and Spence pledges to share detailed notes on what exactly has been fixed with the updates, as well as what is coming next in subsequent fixes.

“We deeply appreciate your patience as we address these issues,” Spence writes. “We know we have work to do to earn back your trust and are working hard to do just that.”

The current app struggles is a rare black mark on the overall Sonos ecosystem this year, with the company having most recently released its first set of headphones to great acclaim, as well as a refresh of its popular portable speaker in the form of the Roam 2.

• Page 1