Patrick Spence, the CEO of Sonos, is stepping down from his position, with the interim CEO indicating that the decision follows the company’s failures to meet customer expectations.
The backlash against Spence intensified after the problematic rollout of a new app that left many users facing connectivity issues and malfunctioning features.
An Overview of the Sonos Situation
In May of the previous year, Sonos introduced its inaugural headphone model, the Ace, aimed at rivaling the AirPods Max. To support this launch, the company opted to undertake a complete rebuild of its app, unveiling a new version just before the product release.
This decision turned out to be problematic. Users expressed dissatisfaction with the removal of cherished features, while many owners of older Sonos devices faced connection difficulties and delays. Since Sonos prides itself on an Apple-like seamless experience, customer frustration was understandable, especially as it also negatively impacted accessibility features.
Initially, Sonos downplayed the mounting complaints, but Patrick Spence later reached out via email to apologize and set a timeline for resolutions, making seven commitments to users.
Nevertheless, customer dissatisfaction persisted, leading to increased calls for Spence’s termination.
Patrick Spence is No Longer with Sonos
Bloomberg has reported that customer wishes have been granted.
After eight years in charge, Sonos CEO Patrick Spence is stepping away, a decision that comes in the wake of a failed app overhaul that alienated customers and hampered growth.
Tom Conrad, a board member and former executive at Snap Inc. and Pandora, has been appointed as the interim CEO.
While companies often create narratives to obscure the truth, such as suggesting transition periods or role changes, no such effort was made here. Spence’s departure was immediate, and Conrad openly acknowledged the underlying issues.
“When our products fail, it disrupts our customers’ experience, and they are right to feel disappointed,” Conrad remarked regarding Sonos user feedback in an email to staff. “It’s clear that this year we’ve let a significant number of people down.”
Conrad is among those credited with developing the Pandora service and previously served as a VP at Snap. Most recently, he was focused on product development at the short-lived streaming service Quibi. A search is now underway for a permanent replacement.
Sonos had previously laid off about 100 employees as their stock price fell by 13% since the app’s launch.
Image by Jako Janse van Rensburg on Unsplash
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