After former Sonos CEO Patrick Spence left the company over the disastrous launch of a new app, Tom Conrad was appointed as an interim replacement. Update: Sonos has now confirmed Conrad as permanent CEO – see the end of the piece. The new app left many long-term customers struggling with connectivity problems and broken features, with Conrad saying this was because the company failed to understand how its products were used in the real world … The Sonos mess at-a-glance In May of last year, Sonos launched the company’s first headphones, the Ace, intended to compete with AirPods Max. The app needed to be updated to support these, and the company decided to use it as an opportunity for a ground-up rebuild, launching a completely new app just ahead of the launch. That did not go well. Customers were upset at the company removing much-loved features, and many owners of older Sonos speakers experienced connection problems and lag. Given that the whole idea of Sonos is an Apple-esque It Just Works, customers were understandably angry at the company – even more so when it turned out to break accessibility too. Sonos initially downplayed the complaints, but CEO Patrick Spence subsequently emailed customers to apologize, and provide a timeline for fixes, subsequently making seven promises. However, customers weren’t impressed, and called for Spence to be fired. Former Sonos CEO Patrick Spence is out Bloomberg reports that customers have now gotten their wish. Sonos Chief Executive Officer Patrick Spence is leaving after eight years in the job, a move that follows a botched app revamp that upset customers and stymied growth. The audio technology company named Tom Conrad, a board member and former executive at Snap Inc. and the Pandora music streaming service, as interim CEO. Companies sometimes create fictions intended to disguise what really went on, with the likes of handover periods and role adjustments, but there was no such attempt here. Spence left immediately, and Conrad made no bones about the reason for this. “When it doesn’t work, our customers are taken out of the moment and are right‬ to feel that we’ve let them down,” Conrad said about the Sonos user experience in an email to employees. “I think we’ll all agree that this year we’ve let far too many‬ people down.” Conrad was one of the creators of the Pandora music service, and a former VP at Snap. More recently, he was in charge of product at the ill-fated streaming video app Quibi. Sonos previously let around 100 employees go as it saw its stock price fall 13% since the launch of the new app. Conrad’s appointment made permanent On July 23, 2025, Sonos said the appointment was now permanent. “Following a comprehensive and competitive search, the Board is confident that Tom is the best person to lead Sonos into its next chapter of delighting customers, spearheading innovation, and driving growth,” said Julius Genachowski, Chair of the Board. “Over the past six months, Tom has earned the confidence of our employees, customers, partners and shareholders by restoring urgency and a deep commitment to delivering ever-improving experiences. He has a compelling vision for Sonos’ future, with strong plans to harness technology to benefit our customers, as Al and other advances reframe the landscape and unlock new opportunities. We’re energized by what Sonos’ next chapter holds for all our stakeholders.” Highlighted accessories Photo by Jako Janse van Rensburg on Unsplash