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Tough road ahead Sonos CEO behind disastrous app exits with $1.9 million severance Frustrated users think Spence's removal is "well deserved." Scharon Harding Jan 13, 2025 12:29 pm | 42 A promotional image for Sonos' app. Credit: Sonos A promotional image for Sonos' app. Credit: Sonos Story textSizeSmallStandardLargeWidth *StandardWideLinksStandardOrange* Subscribers only Learn moreAfter an app update rollout that can best be described as disastrous, Sonos is seeking a new CEO. The company announced today that Patrick Spence, who had been CEO for eight years, is stepping down.In its announcement, Sonos said its board of directors and Spence "agreed" on the decision while saying it was unrelated to the company's fiscal Q1 2025 earnings, which it will report next month.Spence joined Sonos as chief commercial officer in 2012 after leaving Blackberry. Under his tenure, Sonos branched into new categories, including portable speakers and spatial audio. But in May, Sonos issued an app update that broke basic and critical features. Sonos employees said the update was built on outdated code and infrastructure, impacting users' ability to do things like access and manage local libraries, set sleep timers, and edit song queues and playlists.The employees also said the app was rushed so that it could be ready in time for Sonos' first wireless headphones, Ace. In July, following much public backlash, Spence apologized and promised regular updates until the new app was as good as the old app. But even today, users are still reporting problems with the software.In August, Spence said Sonos would spend $20 million to $30 million "in the short term" to fix the app. Soon after, Sonos laid off 100 people. Sonos' stock price declined approximately 13 percent since the app update, Bloomberg noted. Sonos execs, including Spence, received a $72,000 bonus in 2023 but did not get bonusesfor the fiscal year that ended on September 30.Spence will receive a cash severance of $1,875,000, per SEC filings. He will also get $7,500 per month and serve as a Sonos board advisor until June, and his unvested shares will vest.Tom Conrad, who has been on Sonos' board since 2017, took the role of interim CEO today. Sonos plans on having a new CEO by February via the help of a third-party firm. In the meantime, Conrad will get $175,000 per month and receive $2.65 million in stock shares.Conrad was the CTO of Pandora for 10 years, the VP of product at Snapchat for two years, and the chief product officer at the failed Quibi streaming service. He has been heading work to fix the app with Nick Millington, Sonos' chief product officer and the architect behind the original app, Sonos spokesperson Erin Pategas told The Verge.Sonos let customers downLeadership succeeding Spence has their work cut out for them after Sonos tanked customer relations last year and frustrated employees who were concerned about pushing out the app."When [the app's user experience] doesnt work, our customers are taken out of the moment and are right to feel that weve let them down, Conrad said in an email to employees. I think well all agree that this year weve let far too many people down."In the letter (which you can read in its entirety at The Verge), Conrad pointed to "remarkable" product releases being brought down by the bad app. Such products are insufficient "when our customers alarms dont go off, their kids cant hear their playlist during breakfast, their surrounds dont fire, or they cant pause the music in time to answer the buzzing doorbell," Conrad wrote.Conrad and the following CEO will have to work to not only improve Sonos' value but to convince users that Sonos is equipped to handle their longstanding interests and demands as well as future endeavors. A big driver for Sonos' app problems was the need to evolve the software to support mobile devices, like the Ace. In August, Spence noted to investors that the maligned app was "a redesign of the entire systemnot only the app but also the player side of our system, as well as our cloud infrastructure."Interim CEO Conrad seems intent on appeasing disappointed customers and continuing to push Sonos toward a cloud-dependent future."Getting back to basics is necessary, but clearly not enough to unlock the future we all envision for Sonos, Conrad told employees, noting desires to push Sonos well beyond home audio.At least for now, customers seem pleased that Spence will no longer lead those efforts."Well deserved," a Reddit user wrote today in a post that has hundreds of upvotes as of this writing. "Imagine doing so much reputation and functional damage to a previous well regarded go-to brand.Scharon HardingSenior Technology ReporterScharon HardingSenior Technology Reporter Scharon is a Senior Technology Reporter at Ars Technica writing news, reviews, and analysis on consumer gadgets and services. She's been reporting on technology for over 10 years, with bylines at Toms Hardware, Channelnomics, and CRN UK. 42 Comments