greyLighter

Home

Shop

Soundbars

Learn

Compare Speakers

Compare Soundbars

Compare Subwoofers

Compare Portable Speakers

How Sonos Works

Support

Radio

Professional

Installed Solutions

Developer Portal

Trades

Works with Sonos

My Account

Profile

Orders

System

Upgrade

Offers

Subscriptions

Beta

Community

Logout

Cart

We could not verify the address you entered. Please make sure your mailing address is correct to ensure accurate delivery.

An email has been sent to your email address. Please use the link in that email to verify your email address!

Title

Learn more about product protection by Extend

Sonos Blog

Start new order?

Name

When you check out, you can ship products to different locations or send them all to one place. Add temporary location names to keep products organized in your cart.

Please confirm that you’d like to reactivate your Sonos HD subscription

Reactivate your subscription

Sonos is a leading American audio technology company that is best known for pioneering wireless multi-room audio systems, which make it easy for listeners to stream music and other content throughout their homes. The company continues to innovate, creating wireless speakers, home cinema systems, headphones, architectural components, and integrated home audio solutions that revolutionise how people listen and connect to sound.

At Sonos, we believe in delivering the best sound experience — seamlessly and reliably. But we fell short when our new app release didn’t meet the standards we promised. Since then, we’ve spent time listening to our customers and employees, learning from our mistakes, and taking action. Today, we’re announcing new commitments to show our renewed focus on software quality, customer experience, and delivering the excellence you deserve from Sonos.

We’re working to ensure we don’t just fix our mistakes but actively build a better Sonos experience for everyone. Many of these initiatives are already underway and others will be implemented through the remainder of the year.

These commitments focus on addressing the root causes of the app release issues and regaining the trust of our customers.

To deliver the highest level of customer experience, we will always establish ambitious quality benchmarks at the start of product development. We will not launch products until they meet these criteria. We will also enhance the tools needed to measure and maintain the standards our customers expect.

Unwavering Focus on Customer Experience

Our beta testing programme will include a broader range of customers and more diverse setups, helping us diagnose and resolve issues faster before going to market.

Increasing the Stringency of Pre-Launch Testing

In contrast to the all-at-once automated app release we issued in May, any major change to the Sonos app will be released gradually, allowing customers to adjust and provide feedback before it becomes the default. We will also provide customers the ability to opt in to test new features.

Approaching Change with Humility

We are creating a new role: Quality Ombudsperson. This person will ensure employees have a clear path to raise concerns regarding quality and customer experience. The ombudsperson will report directly to executive leadership, publish reports twice a year, and present regularly to the Sonos board of directors.

Appointing a Quality Ombudsperson

In addition, we are also committing to the following to begin to regain your trust:

To reflect our strong belief in the quality of our products, we will extend the manufacturer’s warranty by an additional year for all home cinema and plug-in speaker products currently under 

Extending Our Home Speaker Warranties

We will continue to roll out updated mobile software versions every 2-4 weeks to optimise and enhance the app experience, even after the current issues are fully resolved.

Relentless App Improvement

We will form a Customer Advisory Board to ensure we never lose sight of our customers' voices. This board will provide feedback and insights from a customer perspective to help shape and improve our software and products before they are launched.

Establishing a Customer Advisory Board

As a demonstration of the significance of these commitments,

 the Sonos Executive Leadership Team will not accept any annual bonus payout for the October 2024 - September 2025 fiscal year unless the company succeeds in improving the quality of the app experience and rebuilding customer trust.

Sonos sign above plants at front reception desk of Sonos office

Since May, the Sonos team has been working diligently to release new software updates approximately every two weeks and rapidly roll out new features and meaningful improvements and fixes.

More than 80% of the app’s missing features have been reintroduced and the company expects to have almost 100% restored in the coming weeks.

share detailed notes on what we’ve addressed

 and what we are working on next through our 

. To track our progress, you can stay updated on specific improvements via the 

Sonos App Improvement and Bug Tracker on Trello

Sonos user holding their phone using the Sonos app to control a white Era 100 speaker

We are committed to making Sonos better than ever, and these commitments are just the beginning of that journey. Thank you for being a part of the Sonos community.

Sonos user in a yellow sweater lying on a blue blanket enjoying the sound of a Roam 2 portable speaker

Recommitting to Quality and Customer Experience

grayDarkest

Meet Arc Ultra — our most powerful soundbar ever

Recommitting to Quality and Customer Experience

Our Commitments

01

Unwavering Focus on Customer Experience

02

Increasing the Stringency of Pre-Launch Testing

03

Approaching Change with Humility

04

Appointing a Quality Ombudsperson

05

Extending Our Home Speaker Warranties

06

Relentless App Improvement

07

Establishing a Customer Advisory Board

Help

Help

Offers

Offers

About Sonos

About Sonos

For Businesses

For Businesses

Categories

Categories

Products

Products