Sonos Delays Launch of Arc Soundbar Successor to Focus on Fixing App

[MacRumors]

Sonos will delay two major product releases that were originally planned later this year in order to focus on improving the quality of its app, according to the company's CEO.

Speaking on his third quarter earnings call, Sonos chief Patrick Spence told investors that it was "deeply disappointing for me personally" for the company to be on track for the first three quarters of the year, only to revise its expectations for the fourth quarter due to "challenges with our new app."

Sonos in May released its redesigned app with customizable home screen and a more personalized listening service, but Sonos customers quickly found that the app lacked several key features, and suffered from multiple bugs. Complaints across social media called the app a "step back" for removing playlist management, alarms, and other features.

As a result of the app problems, the Sonos chief said two major product releases – one of which was likely to be the successor to Sonos' flagship Arc soundbar, according to The Verge – would now be delayed to focus on improving the company's software.

Spence told investors:

"The app situation has become a headwind to existing product sales, and we believe our focus needs to be addressing the app ahead of everything else," said Spence. "This means delaying the two major new product releases we had planned for Q4 until our app experience meets the level of quality that we, our customers and our partners expect from Sonos. While this has the painful effect of reducing our Q4 sales expectations, we believe it will set our future products up for greater success over the medium to long term."

Spence reiterated an outline of future feature plans that he previously laid out in an apology to users last month, with Sonos planning to push updates on a bi-weekly basis. Among the scheduled plans, alarms are set to be addressed in September, while edit mode for playlists and a queue will come in September or October.

• Hands-On With the New Sonos 'Ace' Headphones

Spence said that Sonos is working hard to earn back customer trust through the continual app improvements. "I want to reiterate again that the entire team and I are committed to making this right with our customers and partners," he added. "It's my #1 focus, and I will not rest until we're in a position where we've addressed these issues and have customers raving about Sonos again."

Article Link: Sonos Delays Launch of Arc Soundbar Successor to Focus on Fixing App

 

[AppleTO]

Speaking on his third quarter earnings call, Sonos chief Patrick Spence told investors that it was "deeply disappointing for me personally" for the company to be on track for the first three quarters of the year, only to revise its expectations for the fourth quarter due to "challenges with our new app."

Perhaps the Sonos “Chief” should not have allowed the new app to be released in the first place?

 

[nikhsub1]

I honestly can't think of a worse app 'redesign' in history.

 

[richpjr]

I honestly can't think of a worse app 'redesign' in history.

Agree. I can't fathom the product team actually releasing it in the first place.

 

[Apple Mac Daz]

I honestly can't think of a worse app 'redesign' in history.

EE UK is up there

 

[brilliantthings]

I honestly can't think of a worse app 'redesign' in history.

The recent Overcast redesign comes close.

 

[swelliott]

I’ve not seen their codebase, but in general this episode speaks to many general issues facing software engineers in this era:

• Prioritizing the addition of new features over addressing existing technical debt
• Getting a codebase in such a state that it requires a clean-slate approach to move it forward
• ‘Just getting it done’ vs ‘Doing it well’
• Deprioritizing the design of a holistic system architecture over bundling one-off solutions
• Praising rockstar coding efforts as opposed to methodical, thoughtful approaches
• Lack of proper estimation and understanding of total time and costs involved in an effort
• Lack of any real vision for a product as opposed to gimmicky approaches in the pursuit of ‘shiny’

 

[josebus]

The recent Overcast redesign comes close.

How so? I actually returned to using Overcast due to the redesign. Aside from a few features that are missing, and that Marco said he was working on adding, what are your main complaints?

 

[Apple Knowledge Navigator]

Fix? I thought it represented the future?

 

[zachcsnyder]

The recent Overcast redesign comes close.

Seriously-it’s given me a podcast player where I have no idea what to expect to play next

 

[brilliantthings]

How so? I actually returned to using Overcast due to the redesign. Aside from a few features that are missing, and that Marco said he was working on adding, what are your main complaints?

Sorry for being lazy but I don't have the stamina to post any more about the new Overcast. I've changed to Pocket Casts. There are many threads here that describe the issues: https://www.reddit.com/r/OvercastFm/

 

[redenz]

A lot of articles mention missing features as the problem with the app. Based on the Reddit forum the biggest problem is the app refusing to even find speakers. Imagine spending 10K+ on speakers for your whole home and not being able to use them for months.

 

[Alameda]

Agree. I can't fathom the product team actually releasing it in the first place.

I’ve been there a million times: “YOU WILL RELEASE THE PRODUCT ON THIS DATE OR I WILL FIND SOMEBODY WHO WILL.”

 

[HobeSoundDarryl]

I honestly can't think of a worse app 'redesign' in history.

• Pages after the incredible Pages '09 (though now, it has finally evolved most of the '09 features back in)?
• FCPX right after FCP (though now, it has finally evolved most of the FCP features back in)?
• iMovie 08 after the incredible iMovie '06 (though now, iMovie has some of the good features of '06 back in)?
• Shall I go on?

I'm BOTH a long-term Apple guy and someone who owns Sonos speakers. Like the above, the new app is basically a wholesale change from the old app. Since it's not branded Apple, fans can't be as forgiving/apologetic and/or defending of it. However, I find it just fine after I've adjusted to the changes.

The prior app required many clicks to do common things. The new app brings the most common use stuff- play audio on speakers- to the top and lets users customize that "top" to their own tastes. EVERYTHING I want my Sonos speakers to do takes ONE CLICK now instead of multiple clicks.

Yes, some less used functionality didn't make it (just like it very commonly does not with Apple app overhauls) and other less used functionality is not in the same places as it was before (as is always the case in wholesale overhauls). But I've easily adjusted for my purposes and like the new app better. Friends with Sonos have also had no problems adjusting either. I actually thought I- being the tech support friend- would have to help a few adapt... but they easily did so on their own.

Could they have QC'd this launch better? YES... and so could Apple in the MANY times Apple wholesale changes things and just drops features & functionality and/or spins bugs with "only a small number of users are affected."

They are working on making the app better. I bet it won't take YEARS as it did for some of the bulleted apps I shared above to get new versions back to on or near par with older versions. I'll give them at least the same tolerance I'll give Apple when they do this kind of thing.

And while I know many people with Sonos speakers, I know no one who has gone "months" without being able to use their speakers. I can't even find anyone having any of the extremes (problems) being posted as if they are universal issues about this. In fact, just 2 weekends ago, I helped someone add a wide variety of Sonos speakers to their Arc-only household using the new app and it all went fine without a single issue. They've been gushing about how great it all sounds ever since.

Apple people who actually own Sonos speakers really struggling with the new iDevice app for whatever reason: fire up the Mac Sonos app. It's the same as it's always been and works just fine. Or don't use the Sonos app at all and just airplay from Mac or iDevice to Sonos... or even command Siri to play your audio on Sonos speakers. Sonos seems extraordinarily ON getting the new app up to snuff ASAP. I'm confident it won't be years as it has been with some Apple apps. The Mac app works just fine and is exactly as it has been for years. Use it until the mobile app gets perfected if you are not doing as well with the mobile version as many friends & I are doing with it.

Now on with the "not Apple" brand thread bash-a-rama...

 

[brilliantthings]

I’ve been there a million times: “YOU WILL RELEASE THE PRODUCT ON THIS DATE OR I WILL FIND SOMEBODY WHO WILL.”

What's interesting is that Steve Jobs applied similar pressure, but he bundled it with QC.

 

[ChrisA]

I’ve not seen their codebase, but in general this episode speaks to many general issues facing software engineers in this era:

• Prioritizing the addition of new features over addressing existing technical debt
• Getting a codebase in such a state that it requires a clean-slate approach to move it forward
• ‘Just getting it done’ vs ‘Doing it well’
• Deprioritizing the design of a holistic system architecture over bundling one-off solutions
• Praising rockstar coding efforts as opposed to methodical, thoughtful approaches
• Lack of proper estimation and understanding of total time and costs involved in an effort
• Lack of any real vision for a product as opposed to gimmicky approaches in the pursuit of ‘shiny’

You forgot the root cause of all of the above. Cutting costs by outsourcing and using contractors for software development. So many times in order to cut costs they hire some outsiders to do the software. then fire them when it is done. the management that does this knows next to nothing about how to make software. They just look at the numbers and cost. Of course we don't know the details of how this was done at Sonos but it sure looks like they don't have a consistent in-house design staff to do their software.

 

[Edd70]

I don’t see numbers but they’re claiming that the Ace headphones are off to a good start. Curious to know how sales of that product were impacted by the app issues but impossible to ascertain.

 

[DribbleCastle]

I honestly can't think of a worse app 'redesign' in history.

Hulu app on AppleTV, maybe 10 years ago? I stopped subscribing I hated it so much.

 

[mw360]

Spence is lying to investors when he says they 'discovered bugs' after the app was released. There's no way they didn't know that the new app was barely a minimum viable product compared to the mature app they were retiring. Not having gotten around to doing things like basic playlist management isn't a bug.

 

[Paul Shields]

Re: worst ever product redesigns

FCPX essentially destroyed all the momentum 7 had built in the Broadcast and Movie post production sectors. Handed it back to Avid and let Adobe become the disruptor. It will never recover.

 

[Edd70]

Now on with the "not Apple" brand thread bash-a-rama...

I feel like you’ve said this a lot but that Sonos isn’t Apple is irrelevant. Why do keep bringing this up?

 

[Remy149]

I’m in the market for replacing my living room audio system. I only use Sonos app to setup my hardware personally I wish they would release the soundbar now.

 

[HobeSoundDarryl]

I feel like you’ve said this a lot but that Sonos isn’t Apple is irrelevant. Why do keep bringing this up?

Because when Apple does this sort of thing, "we" are quick to defend, shift blame, redirect, claim "since I don't have the problem..." (you can't be having it either), 99% are perfectly happy with..., blame the user, blame user settings, blame user cables, blame "cheap Chinese chargers", etc.

But post a thread about a non-Apple brand and we're likely negative before we even know what the story is about. And this particular one seems "mountain out of a molehill" since there are MANY ways to use Sonos in Apple households that don't even require opening the mobile app... including:

• voice command,
• airplay,
• the MAC Sonos app,
• home share,
• etc.

My own primary way is to select the speakers within the Mac Music app (or Apple Remote app on iDevices) and play whatever audio I want on them. Works every time.

Make no mistake, I wish Sonos had did more QC before launching this app too. But "our" collective sentiment does seem mountain out of molehill when there are many other ways to use Sonos speakers without even needing this new app. And we know that but pounce & pound anyway.

It doesn't mean any of us like/love/worship Apple any less if we like other brands & products too. There's room for Apple and Sonos... and Google and Samsung and Microsoft, etc. We don't have to hate everything & everyone else to still love Apple. And Apple certainly doesn't need mountain out of molehill spin to be successful. They are already richest in the world... already kind of the capitalism hill.

Of course, everyone can feel whatever they want to feel. But for those who hop into any of these "Not Apple" brand threads and see the wave of bash-a-rama, a little counterpoint seems as valuable as just more "abomination/stupid/worst/terrible/etc" piling on. If anyone is in doubt, go read reviews of any such products outside of the Appleverse and the picture almost always looks very different.

Again, I'm a long-term Apple guy who also likes Sonos. No problems with the new app at all. Since it is much more efficient in letting me play certain music stations than the old app, I like it better than the old app. I've recently helped people add new Sonos speakers to their homes using the new app. No problems at all. I have many friends with Sonos speakers. No problems at all. Much like me, many don't even use the app but lean on playing from many other apps such as Apple Music or hardware such as AppleTV or through their Televisions. No problems at all.

While I do use the app at times to enjoy Sonos' own music streaming stations, I could easily go weeks without opening it... yet enjoy great sounding audio on Sonos speakers upwards of every day. I could entirely delete this app and enjoy desired audio on Sonos speakers upwards of every day.

 

[jayb3]

I purchased a Sonos amp during this time and I could not get it working after hours of trying and researching. I finally ended up using their tech support and they were able to resolve my problem through some trial and error steps.

Turns out it was my network configuration. It gets quite complicated when you have Sonos devices either wireless, wired and sometimes even both. Sonos creates their own private network and it can conflict with your own router, switches, access points etc.

I was just grateful their excellent support was able to help me resolve it. Although we all wish things "just worked" we live in a complex tech world where it gets harder every day to accomplish that. We've created our own complicated world and now we have to live in it.

 

[Sloeberry]

Sonos will delay two major product releases that were originally planned later this year in order to focus on improving the quality of its app, according to the company's CEO.

Speaking on his third quarter earnings call, Sonos chief Patrick Spence told investors that it was "deeply disappointing for me personally" for the company to be on track for the first three quarters of the year, only to revise its expectations for the fourth quarter due to "challenges with our new app."

Sonos in May released its redesigned app with customizable home screen and a more personalized listening service, but Sonos customers quickly found that the app lacked several key features, and suffered from multiple bugs. Complaints across social media called the app a "step back" for removing playlist management, alarms, and other features.

As a result of the app problems, the Sonos chief said two major product releases – one of which was likely to be the successor to Sonos' flagship Arc soundbar, according to The Verge – would now be delayed to focus on improving the company's software.

Spence told investors:
Spence reiterated an outline of future feature plans that he previously laid out in an apology to users last month, with Sonos planning to push updates on a bi-weekly basis. Among the scheduled plans, alarms are set to be addressed in September, while edit mode for playlists and a queue will come in September or October.

• Hands-On With the New Sonos 'Ace' Headphones

Spence said that Sonos is working hard to earn back customer trust through the continual app improvements. "I want to reiterate again that the entire team and I are committed to making this right with our customers and partners," he added. "It's my #1 focus, and I will not rest until we're in a position where we've addressed these issues and have customers raving about Sonos again."

Article Link: Sonos Delays Launch of Arc Soundbar Successor to Focus on Fixing App

I don't suppose Spence's mea culpa BS has anything to do with their sliding share price? Loyal Sonos users complained in their thousands immediately the new app was inflicted upon us and we have continued to respond with #fixtheapp and negative comments every single time they release anything on social media. The app not only has less features than the one it replaced, but its operational architecture makes the simple task of listening to music - especially music stored in local libraries - much, much harder. If Sonos had some decent competition they would be laughing. As things stand, the third party controller apps SonoPhone and SonoPad have seen sales go through the roof.

Sonos have really dropped the ball this time, and I for one will not spend a single cent on their products until they... Actually, not sure I will ever buy their products again. Trust. Lost.