Sonos CEO: "We all feel very bad" about the app update error.
We had the opportunity to talk with Tom Conrad, the interim CEO of Sonos, about the app, the company's connection with its loyal followers, and the upcoming changes.
Sonos has issued deep apologies for the recent problems with its speaker system. Tom Conrad, the company's interim CEO, takes personal responsibility for the situation. In an interview, Conrad reflected on his first quarter in charge, which began on a complicated note following the release of an app update on May 7, 2024, that was widely rejected by users. This update disabled features including sleep timers and volume controls, outraging loyal customers who had invested in multiroom systems.
Since that event, Sonos has acknowledged its mistakes, redesigned its app, and released several updates. However, the company has faced difficulties recovering and justifying the launch of new products like headphones that, despite their high quality, still do not fully integrate with its home audio offerings.
In January 2025, Patrick Spence, the then-CEO, stepped down, and Conrad, who had been on the board since 2017, assumed his responsibilities, committed to restoring the company's reputation. With a background in the tech industry, including co-creating the music streaming app Pandora, Conrad has dealt with challenging situations before, such as his role in the failed Quibi.
However, his arrival at Sonos was marked by unforeseen challenges, including evacuations due to wildfires in California and a burglary at his home. Despite a tumultuous start, Sonos continues to face hardware-related issues, and rumors recently emerged regarding the cancellation of a streaming box project. It has also been reported that the collaboration with Ikea has ended. Despite these ups and downs, Conrad remained hopeful about the company's future.
After a chaotic year, Sonos's second-quarter results showed an increase in profits, suggesting that the company has exceeded expectations. Conrad reflected on the app situation, noting that the previous release was plagued with errors and a poor understanding of the environment in which customers use their products. He emphasized that a more robust approach has been established to understand users' complex home networks.
The new leadership has also involved significant internal changes within the organization. Conrad stressed the importance of having the right personnel for projects and better prioritization of them. Adjustments to the workforce have been made, and the restructuring has allowed for a focus on fewer initiatives, but with greater effectiveness.
Conrad mentioned that his personal commitment and Sonos's emotional connection with its users are essential parts of the company's mission. In his interactions with customers, he has realized that their products represent significant moments in their lives, which increases the pressure to provide reliable service.
Although Sonos has traditionally been viewed as a hardware company, Conrad maintains that software integration is crucial for its success. He acknowledged that while the company had neglected this aspect in the past, there is now a renewed focus on software development that enhances its platform.
Finally, Conrad expressed optimism about Sonos's future and his short-term vision, although he is awaiting potential confirmation as the permanent CEO to expand his long-term ideas.
