This podcast episode analyzes the disastrous software update released by Sonos in May 2024, which rendered many users' devices unusable. The episode details the ensuing fallout, including customer outrage, a public apology from the CEO, significant financial losses (at least $100 million in lost revenue and a $600 million drop in market cap), layoffs, and a leadership change. The internal investigation revealed that Sonos attempted to implement too many changes too quickly, underestimating the complexity of the update and the resulting impact on diverse user setups. The episode concludes with a discussion of the lessons learned and the challenges Sonos faces in regaining customer trust.
