Kris Holt joined Engadget as a contributing reporter on the news desk in 2018. He has been writing about technology, games, streaming and entertainment for over a decade after starting his career as a sub-editor on a local newspaper. Kris holds a Master of Arts degree in English from the University of Dundee.
. In an effort to win back users’ trust, the company has laid out a plan that includes several new commitments.
There are two pillars that Sonos’ latest plan is based on: tackling the core causes of the app’s problems and winning back users’ trust. In the first instance, Sonos is promising an "unwavering focus on the customer experience." That nebulous commitment involves deciding on "ambitious quality benchmarks" at the beginning of a product development cycle and not releasing products before those standards are met.
Next, Sonos is planning to make its testing processes more stringent, such as by opening up its beta testing program to more types of users and different kinds of setups. Testing periods will be longer too. As such, Sonos thinks this will help it to address user concerns faster. When it comes to earning consumers’ trust again, Sonos is making a trio of pledges. First, as a goodwill gesture, Sonos is extending the manufacturer warranty for all home speaker products that are still under warranty. The company has promised to keep rolling out app updates between every two and four weeks in order to "optimize and enhance the software experience."
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