Sonos CEO Patrick Spence is stepping down following a problematic app rollout that sparked significant customer backlash. Board member Tom Conrad will serve as interim CEO while the company searches for a permanent replacement.

The troubles began in May when Sonos released a new app version missing several essential features. Despite promises to resolve issues by June, problems persisted, leading to widespread customer dissatisfaction and negative social media response.

The timing proved particularly unfortunate as it coincided with the launch of Sonos Ace headphones, resulting in disappointing sales figures as loyal customers expressed reluctance to invest in new Sonos products.

In a letter to employees, interim CEO Tom Conrad acknowledged the company's recent shortcomings: "This year we've let far too many people down. Getting some important things right is just not enough when our customers' alarms don't go off, their kids can't hear their playlist during breakfast, their surrounds don't fire, or they can't pause the music in time to answer a buzzing doorbell."

Conrad, who met with the Sonos app team five months ago, emphasized his commitment to restoring customer trust and returning to the company's innovative roots. The board has initiated a search for a permanent CEO with the help of an executive search firm, focusing on finding a leader who can maintain Sonos's reputation for innovation while driving profitable growth.

The company aims to address ongoing app issues and rebuild customer confidence under new leadership.

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