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Sonos released an entirely new version of its app in May, which was quickly met with backlash. The company listens to feedback and makes improvements in the weeks and months afterward. But now Sonos CEO Patrick Spence has sent an email to customers sharing an apology and a detailed timeline of what to expect as the company prioritizes fixing the app.

Here’s the beginning of the email Spence sent to Sonos customers today:

We developed the new app to create a better experience, with the ability to drive more innovation in the future, and with the knowledge that it will improve over time. However, since launch we have found a number of issues. Fixing these issues delayed our previous plan to quickly include missing features and functionality.

Since May 7th, we’ve been releasing new software updates roughly every two weeks, each one making significant and meaningful improvements, adding features, and fixing bugs. Please see the Sonos software update release notes for details on what has been released so far.

He goes on to say that Sonos has been delivering updates to the new app roughly every two weeks since May 7, which fixes some of the issues raised by customers. But he notes that “there’s still work to be done” with the company, which has settled on a timetable for the upcoming restoration of functions by October.

Sonos app update schedule

July and August:

• Improved stability when adding new products
• Implement music library configuration, browsing, searching and playback

August and September:

• Sound volume enhancement
• UI improvements based on customer feedback
• Improving overall system stability and error handling

September:

• Improve sequence reliability and alarm reliability

September and October:

• Restores edit mode for playlists and queue
• Improve functionality in settings

Spence concluded by saying that he and Sonos “deeply appreciate” customers’ patience, and “we have work to do to earn your trust, and we’re working hard to do just that.”

Updates will continue to be released every two weeks with detailed release notes. What do you think about these priorities and the timeline? Share your thoughts in the comments!

Here’s the full email sent to Sonos customers:

To our listeners,

We know that too many of you have had significant issues with our new app that launched on May 7th, and I want to start by personally apologizing for disappointing you. There isn’t a Sonos employee who doesn’t feel the pain of letting you down, and I can assure you that fixing the app for all of our customers and partners has been and continues to be our number one priority.

We developed the new app to create a better experience, with the ability to drive more innovation in the future, and with the knowledge that it will improve over time. However, since launch we have found a number of issues. Fixing these issues delayed our previous plan to quickly include missing features and functionality.

Since May 7th, we’ve been releasing new software updates roughly every two weeks, each one making significant and meaningful improvements, adding features, and fixing bugs. Please see the Sonos software update release notes for details on what has been released so far.

While these software updates have allowed the majority of our customers to have a stable experience with the Sonos app, there is still work to be done. We have prioritized the following improvements in the next phase of software updates:

July and August:
Improved stability when adding new products
Implement music library configuration, browsing, searching and playback
August and September:
Sound volume enhancement
UI improvements based on customer feedback
Improving overall system stability and error handling
September:
Improve sequence reliability and alarm reliability
September and October:
Restores edit mode for playlists and queue
Improve functionality in settings

We plan to continue releasing new software updates every two weeks. With each release, we’ll share detailed notes about what we’ve covered and what we’re working on in our community.

We deeply appreciate your patience while we deal with these issues. We know we have work to do to earn your trust, and we’re working hard to do just that. I am always open to your feedback, you can reach me by email at ceo@sonos.com.

At your disposal,
Patrick Spence