Sonos Considers Relaunching Old S2 App Amidst REDO Challenges

Sonos Faces Backlash Over App Redesign: Exploring the S2 Comeback

Sonos, the popular consumer electronics brand, is currently navigating through challenging waters due to overwhelming customer dissatisfaction with its newly redesigned mobile app. Recent reports from The Verge indicate that high-level discussions are underway about the possibility of reissuing the previous version of the app, known as S2, as a temporary solution to the growing discontent among users.

The App Redesign Controversy

The revamped Sonos app, launched in May 2023, has garnered a mere 1.3-star review average on Google Play, reflecting an avalanche of negative feedback from users. This redesign was intended to enhance user experience and support forthcoming innovations, but it has instead led to frustration. Many customers have reported significant bugs and performance issues, prompting the company to consider bringing back the old app.

Understanding the Issues at Hand

• Increased frustration due to new app bugs.
• Limited operational options since only the flawed version is available.
• Potential easing of user frustrations by allowing access to the S2 app.

Management's Response and Future Plans

Despite the difficulties, CEO Patrick Spence remains committed to the app's overhaul as a necessary move for future innovation. Spence acknowledged the shortcomings in execution during a recent earnings call, stating, "While the redesign of the app was and remains the right thing to do, our execution — my execution — fell short of the mark." This admission highlights the impact the app's issues have had on existing product sales and future releases.

Delays in Product Launches

The controversy surrounding the new app has had ripple effects, leading Sonos to delay two major product launches originally slated for Q4 of 2023. One of these is the highly anticipated successor to the Sonos Arc soundbar, codenamed Lasso. While the company aims for an October release, it faces uncertainty surrounding customer sentiment and satisfaction.

Financial Implications

Spence has estimated that rectifying the app situation could cost Sonos between $20 and $30 million in the near term. The company is committed to updating the new app every two weeks, with ongoing improvements being a top priority. However, bringing back the older S2 version may pose significant technical challenges due to the new software's reliance on cloud-based functionality.

Summary of Upcoming Changes

1. Regular updates to the new app every two weeks.
2. Potential reintroduction of the S2 app for current users.
3. Delays in new product launches to focus on app improvement.

The Bigger Picture: Sonos' Brand Identity

This turbulent period has severely impacted Sonos' brand reputation. Once beloved for its innovative audio solutions, the company now serves as a cautionary tale about the hazards of rapid, unvetted product changes by leadership. The app backlash has overshadowed significant product launches, like Sonos' debut headphones, the Sonos Ace, proving that user experience is paramount.

Looking Ahead

As Sonos battles these hurdles, the focus remains on restoring customer trust and satisfaction. Through communication and transparency, Spence and his team aim to navigate these trying times, ensuring that the future of Sonos remains bright despite recent setbacks.

Join the Discussion

What are your thoughts on Sonos' app situation? Have you experienced issues with the new version? Share your experiences in the comments below or reach out via social media.