Sonos commitments on app problems

Sonos has been a popular audio brand for years and makes high-quality audio hardware. But as everyone knows, hardware and software are two different things and unfortunately Sonos users know this very well, especially in recent months. Many users have no or a poor connection between the Sonos app, launched in May, and Sonos speakers.
In response, Sonos CEO Patrick Spence and his team have made a series of important commitments to address these concerns and restore the trust of Sonos users and employees.

Tcommitments on behalf of Sonos
1. Focus on customer experience: only the highest level of customer experience is good enough. We set ambitious quality standards and will no longer supply products until those criteria are met.
2. Increase rigor of pre-launch testing phases: Our beta testing program will include more different types of customers and more diverse setups, for a longer testing period.
3. Show modesty and caution when introducing changes: Any major changes to the Sonos app will be introduced gradually. This way, customers can adapt and feedback can be provided before a new release becomes the standard.
4. Appointing a Quality Ombudsperson: This new role will provide a clear point of contact for our employees to escalate any concerns about quality and customer experience, and will be consulted by executive leadership throughout the development process and before each product launch.
5. Extended Warranty: We will extend the manufacturer’s warranty for all our home theater and home speakers currently under warranty by one year.
6. Continuously improving the app experience with regular software updates: Every 2 to 4 weeks we release updated mobile software versions to optimize and improve the software experience.
7. Establishing a customer advisory board: we want to continue to listen to the voice of the customer. This council provides feedback and insights from a customer perspective and ensures that we can improve products and software before they are launched.