Sonos CEO Patrick Spence Resigns After App Debacle

Sonos CEO Patrick Spence is stepping down following a disastrous launch of the company’s revamped app, which left long-time customers frustrated and angered.

The app, released in May 2024, was plagued with missing features and serious functionality issues, sparking a wave of negative feedback from Sonos users. The outrage, particularly on platforms like the r/Sonos subreddit, led to the company issuing multiple public apologies. However, promises to resolve the issues by June were not met, further fueling dissatisfaction.

As a result of the backlash, Sonos announced that board member Tom Conrad would take over as interim CEO, effective immediately.

Conrad has already addressed Sonos employees, acknowledging the company’s recent missteps and expressing his commitment to restoring customer trust. “I’ve heard from many of you about your own frustrations about how far we’ve drifted from our shared ideals,” Conrad wrote in a letter to staff, acknowledging the company’s failure to meet customer expectations.

Conrad pointed to the company’s flagship products, like the Arc Ultra and Ace headphones, as shining examples of what Sonos is capable of.

However, he emphasized that even excellent products are not enough when core app functions fail, saying, “Getting some important things right is just not enough when our customers’ alarms don’t go off, their kids can’t hear their playlist during breakfast, or they can’t pause the music in time to answer a buzzing doorbell.”

The company’s struggles with the app overshadowed the launch of the Sonos Ace headphones, which were expected to rival Apple’s AirPods Max. Unfortunately, the new product’s lackluster sales reflected customer dissatisfaction with the overall Sonos experience.

Conrad’s appointment comes at a critical juncture, as Sonos seeks to regain the trust of its loyal user base. In his letter, Conrad emphasized the importance of returning to the core values that made Sonos a leader in home audio innovation, while acknowledging the difficult road ahead.

“There’s a tremendous amount of work in front of us, including some very challenging moments, decisions, and trade-offs,” he said, expressing optimism about the company’s future.