Sonos has finally admitted that the company rely largely on lab tests for its controversial app redigation instead of considering the complexity of the real -world home network, something that would eventually expose it to a group of issues and worse – customer backlash. Confession comes directly from the interim Chief Executive Officer, Tom Conrad, who spoke about this and much more in an interview with Wired.

The app redigine was not a small thing. It was part of the company’s major strategy, which was to feel itself in a fast -breaking market, especially with the launch of her young headphone, Sonos Ace. In fact, the “New” Sonos app was actually launched just before the Big Ace Global Review last year. Although the main intention was to promote its first headphone, Sonos probably missed a big picture and worse, reduced the backlash when users had missing features, laggy connections and in some cases, in a broken access. Experience can say something, anti-Sonos.

Public uproar forced the then-CEO Patrick Spens to apologize and come down before he came down with a seven-part fix. Conrad is their formal replacement, although the prefix “interim” applied to their designation means that it can only be temporary. Somehow, the CEO of Sonos has spoken, and he has made some “shocking” comments on how the Sonos app was a pioneer in the launch. Obviously, two were very wrong. First, the company deliberately removed some characteristics from the app, assuming that many people did not use them.

Conrad said, “There was a set of low -used features that were not applied to new software platforms.” “The company decided to launch with the intention of releasing fast-movies that will bring the functionality under the fold.”

Second, the app’s user interface (UI) was quite changed without realizing how it would sit with users who prefer simplicity and ease of use – identification of any sonos product. But according to Conrad, the biggest mistake, the laboratory test reflected the situation of real -life.

“We just have a much more intensive understanding of the complex networking environment of our customers’ homes,” he said. “They live in apartments with hundred access points competing for Wi-Fi signal strength, they have amazing and esoteric network configurations that you will not imagine.”

Sonos also did not fully consider how her system interacts with third-party services such as Spotify and Apple Music in a series of old and new equipment. Many customers are known to catch on their devices for years, adding further complexity.

“To be clear, if we know, we never send software,” Conrad said. “If we understand the reliability and performance characteristics of the product in our customers’ homes, no appropriate person would send software.”

He said that whatever the team has felt “really terrible” about what happened and it has changed how it tests, collaborates, and update the priorities to avoid repeating the same mistakes.

Frankly, the oversight is a bit surprising. During an interview with India Today Tech recently, Sonos APAC General Manager, Renny Edebo, was clear about how the company has its ears on the ground and takes the market research and response very seriously to decide the product and partnership, all indicate to a direction, which is to bring happiness for customers. Some things, such as how it tracks the habits of consumption of how and what people are consuming for homes that they are talking about a brand that makes – or at least it is making it – a lot of effort to catch the nerve and feeling of their target audiences. Even beyond the dynamics of the market, Sonos is a company where the decision of the product – even their naming – are decided by the people. This is not a marketing play like some other brands.

“There are many things that consumers make Sonos unique in electronics space, but one thing I see is that products and engineering people run the bulk of these conversations – naming conferences and longevity of life cycles and products were deliberately engineered,” Reni said. “In fact all our products are involved in decisions and nomenclature conferences, they will come from our product group … It is the world’s products who are announcing their perspective on engineering that we have put in the device.”

It is a long road from there where it says that it prefers “lab tests” on matters of real word use. But as it can happen, it is clear that Sonos is listening. And Conrad seems honest. Even within the company, he is deeply honored.

Renee said, “It’s easy to see, and we continue to talk about what our number one is a priority and it is themselves experience.” It has become stronger, if anything, because Tom included us as CEOs, “Renee said,” Long lineage of software “and praising his understanding of the company.”