Agreed. I can't believe they're trying to show how serious they are about changing, by threatening to take away their own bonuses "unless the company succeeds in improving the quality of the app experience and rebuilding customer trust". How much do you want to bet that the Sonos leadership team will decide that they've met those goals by the time bonuses are due??

He's trying to claim that the issue is "stubborn bugs" they "had not discovered in our testing", but which they found as they "rolled out the new software to more and more users"?? I call BS. They released the new version in May; yes it was somewhat buggy, but the main problem was that this version was completely MISSING a ton of core features that the previous versions of the app used to have. They shoved this down everyone's throats, way before the new app was ready.

I suspect what really happened is that they wanted to launch their new headphones in May, and they built the headphone functionality into the new app only, hoping it would be ready by May. When May came around and the new app was only half-finished, they released it anyway so that they didn't have to delay the headphone launch. But as a result, it completely disrupted the vast majority of their users. Either way, it's been very frustrating... and unfortunately, myself and many other Sonos users have invested hundreds or thousands of dollars on their hardware, so we're effectively stuck with them, even when they screw everything up like this. But I wouldn't suggest Sonos to anyone at this point, after what they did here.