Following a disastrous update to its platform and application earlier this year, Sonos has issued a press statement outlining seven pledges to its customers. Eddie Lazarus, the company’s chief strategy officer, and chief legal officer, discussed these commitments and their implications in a recent interview. The conversation touched on the root cause of the issues, the company’s initial response, the role of CEO Patrick Spence in the debacle, and why customers should continue to trust Sonos.

The update to the Sonos system was a perfect storm of complications, from the variability of the products themselves to the home networks used and the environments in which the systems operate. Despite these challenges, Lazarus and Sonos are seeing improvements as they continue to update and fix bugs in the app. However, whether these improvements resonate with the customers as much as they do with the executives remains to be seen.

The interview delved into the specifics of the issues, the recovery process, and the company’s plans for future products. Lazarus acknowledged that the app revamp was more complex than anticipated, leading to performance issues. He explained that over 80% of the missing features have now been restored and that Sonos is committed to continually improving and updating the app.

The conversation also touched on the delays in acknowledging the issues publicly, the importance of regaining customer trust, and plans to establish experience metrics for every product. Lazarus emphasized the need for a gradual roll-out of future updates and the introduction of a quality ombudsperson to ensure customer voices are heard.

While discussing future products and reparations, Lazarus made it clear that the launch of new products will be contingent on the app’s performance meeting the company’s standards. He also hinted at potential programs to support and thank customers once the app is performing at the expected level.

Towards the end of the interview, Lazarus responded to questions about the company’s CEO accepting responsibility for the debacle and the financial implications of the situation. He emphasized that the focus is not on the stock price but on improving the company’s performance.

In conclusion, Lazarus expressed his hope that soon, people will start talking about the app as being better than ever. His optimism serves as a reminder of Sonos’s commitment to providing a superior audio experience for its customers.