Sonos messed up big time, and they know it. The company’s interim CEO, Tom Conrad, admitted feeling personally responsible for the disastrous app update that left users fuming. The update, rolled out on May 7, 2024, disabled features, messed with sleep timers, and threw volume controls out of whack. Longtime Sonos customers, who had invested big bucks in their multiroom speaker systems, were understandably livid.
Since then, Sonos has been doing damage control. They redesigned the app, released updates, and tried to smooth things over. But it wasn’t easy. The launch of over-the-ear headphones, while top-notch in quality, didn’t quite mesh with Sonos’ existing home audio speakers. In January 2025, Sonos leader Patrick Spence stepped down, and Conrad took the reins, promising to restore the company’s reputation.
Conrad, with a tech background and experience at companies like Pandora and the ill-fated Quibi, had a rocky start at Sonos. Wildfires, house break-ins, and hardware missteps made his early days as CEO a bumpy ride. But despite the setbacks, Conrad remains hopeful about the company’s future.
In a recent interview, Conrad opened up about the app debacle and the changes Sonos has made to prevent a repeat. He acknowledged the company’s oversight in understanding customers’ complex home networking environments, leading to the software snafu. But with expanded beta testing, reorganized priorities, and a leaner staff, Sonos is working to make things right.
Conrad emphasized the emotional connection users have with Sonos products, from everyday moments to special occasions. He shared his vision of Sonos as a platform company, merging hardware and software to create unique experiences for customers. While he took responsibility for the app fiasco, Conrad remains optimistic about Sonos’ future and potential growth beyond home audio.
As an aspiring journalist, it’s clear that Sonos’ journey is a valuable lesson in the tech industry. Understanding customers’ needs, prioritizing quality assurance, and fostering a supportive work environment are key to success. Sonos may have stumbled, but with Conrad at the helm, there’s hope for a brighter future.
