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How Sonos Botched an App and Infuriated Its Customers

Sonos launched a disastrous app update in May, prompting CEO Patrick Spence to commission an internal investigation led by chief counsel Eddie Lazarus. The software release, plagued with missing features and bugs, has sparked widespread customer outrage and led to a $200 million revenue shortfall. S...

Sonos launched a disastrous app update in May, prompting CEO Patrick Spence to commission an internal investigation led by chief counsel Eddie Lazarus. Bloomberg: What has happened to Sonos is at its heart a cautionary tale of company leadership ignoring the perils of "technical debt," the term used by software engineers to describe the compounding threat of outdated code and infrastructure on security, usability and stability. Despite the company's lofty and well-earned reputation, Sonos' share of the $100 billion audio market is only around 2% because it has not gone toe-to-toe in the headphones category with Apple, Sennheiser, Bose and the rest.

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