Sonos CEO Patrick Spence has stepped down following significant customer backlash over problematic app updates. Board member Tom Conrad will serve as interim CEO while the company searches for a permanent replacement.

The controversy began in May when Sonos released a major app overhaul that lacked several essential features. Despite promises to resolve issues by June, problems persisted, leading to widespread customer dissatisfaction and declining sales, particularly affecting the launch of Sonos Ace headphones.

In an internal letter to employees, Conrad acknowledged the company's recent challenges: "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."

The Sonos board has initiated a search for a new CEO with help from a leading executive search firm. The company aims to find a leader who can restore its reputation for innovation and excellence while driving profitable growth.

Conrad, who met with the Sonos app team five months ago, expressed commitment to addressing customer concerns and returning to the company's innovative roots. He acknowledged the challenges ahead but emphasized his determination to rebuild customer trust and restore Sonos' market position.

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