Sonos has issued an apology after a botched app replace left customers unable to entry their sensible audio system and triggered different technical difficulties.
The model launched a brand new model of its app for controlling audio system and music in early Might.
Due to this fact, earlier than the discharge, the corporate acknowledged that it had “fully redesigned and rearchitected the Sonos app to make it simpler, higher, and sooner.” They highlighted a brand new interface to simplify music choice and claimed that the up to date app would supply faster and extra dependable efficiency.
Nevertheless, the fact was removed from the corporate’s guarantees. Customers found lacking very important options, and in some circumstances, their audio system disappeared from the app solely, resulting in widespread frustration.
Some customers even reported that the app had rendered their system fully unusable.
The app replace sparked criticism throughout numerous on-line platforms, with Sonos’ group boards bearing the brunt of the backlash. Some customers reached their breaking level, promoting their Sonos setups and pledging by no means to repurchase the model.
The app debacle overshadowed the launch of the model’s new ‘Ace’ headphones. Supposed as a breakthrough into the headphone market, the newest product grew to become one other goal for disgruntled prospects.
As well as, Sonos CEO Patrick Spence publicly apologises for the app’s disastrous launch, promising ongoing enhancements.
“I need to begin by apologising for letting you down,” he wrote. Each worker at Sonos feels the ache of disappointing you, and I need to guarantee you that our high precedence has been and stays to repair the app for all of our prospects and companions.”
“We developed the brand new app to reinforce the consumer expertise, enabling us to drive extra innovation sooner or later, with the understanding that it could enhance over time. Nevertheless, since its launch, we’ve found a number of points. Addressing these issues has delayed our authentic plan to include the lacking options and performance swiftly,” he added.
The corporate has revealed a roadmap on its web site detailing upcoming app updates to repair bugs and reinstate misplaced options. Whereas these updates shall be rolled out bi-weekly, Sonos acknowledges that it might take till October to revive the app to its earlier state totally.
Moreover, the apology sparked one other wave of criticism from customers, who expressed continued dissatisfaction.
The Sonos app fiasco is a cautionary story for tech firms concerning the significance of thorough testing earlier than releasing main updates. As the corporate works to revive buyer confidence, it stays to be seen if it might recuperate its popularity as a number one audio model.
