Sonos CEO Patrick Spence has stepped down from his position 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 heavily revised app that lacked several essential features, leading to widespread customer complaints across social media platforms, particularly on Reddit. Despite promises to resolve issues by June, the problems persisted.

The timing of the app's troubled launch coincided with the release of Sonos Ace headphones, which subsequently experienced poor sales performance. The company's attempts to apologize and retain customer loyalty proved insufficient as long-time users expressed reluctance to purchase 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 joined the situation after meeting with the Sonos app team five months ago, was approached by the board last week to step in as interim CEO. The company has initiated a search for a permanent CEO with help from a leading executive search firm, focusing on finding a leader who can maintain Sonos' reputation for innovation while driving profitable growth.

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