Sonos recently faced a major backlash after a problematic app update rendered essential features unusable, causing frustration among its users. The update, intended to improve the user experience and support the new Sonos Ace Headphones, instead led to widespread issues that persist even two months later. Despite Sonos acknowledging the problem and issuing incremental fixes, customers remain upset. CEO Patrick Spence’s delayed response added to the discontent. While Sonos promises to resolve the issue, the mishandling has tarnished its reputation, and the brand now faces an uphill battle to regain customer trust.

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VIDEO CHAPTERS
00:00 Intro
00:38 Sonos App Update Issues
01:54 Impact on Sonos Products
02:56 Sonos' Response and Apology
03:51 Speculation on the Root Cause
06:21 Critique of Sonos' Handling
07:29 What Sonos can do to recover
08:14 Final Thoughts

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