By Greg BensingerCEO and Seven Other Company Leaders to Forgo Bonuses
首席执行官和其他七名公司领导将放弃奖金
Sonos to Overhaul App, Extend Warranties, Form Customer Advisory Board
搜诺思公司将彻底调整应用，延长保修期，成立客户咨询委员会
Sonos Shares Are Down More Than 30% Since Day Before App's Release
搜诺思公司股票自应用发布前下跌超过30%
By Greg Bensinger
由Greg Bensinger撰写
Oct 1 (Reuters) - Speaker-Maker Sonos Sono.o Unveiled on Tuesday a Broad Series of Reforms That It Hopes Will Restore Its Reputation After a Disastrous App Update in May That Torpedoed Customer Trust and Caused the Company to Cut Staff.
10月1日（路透社）-音响制造商搜诺思 Sono.o 周二发布了一系列广泛的改革，希望能够通过这些改革恢复声誉，在5月份灾难性的应用程序更新后，拯救客户的信任，导致公司裁员。
In an Exclusive Interview With Reuters, CEO Patrick Spence Acknowledged Mistakes Around the Release of the App, Users' Central Hub for Playing Music and Controlling the Speakers, and Said He and Seven Other Company Leaders Would Forgo Their Bonus in the Most Recent Fiscal Year and, Unless Certain Benchmarks Are Met, the Coming One.
搜诺思公司CEO帕特里克·斯潘斯在接受路透社独家采访时承认了在应用发布方面的错误，用户的中央音乐播放和扬声器控制中心，并表示他和其他七位公司领导人将放弃他们在最近一个财政年度的奖金，除非一定的基准达到，即将到来的这一个。
“This Is Obviously a Failure of Sonos, but It Starts With Me in Terms of Where It Started,” Said Spence, 50. “so These Commitments Are What We've Put Together to Make Sure That We Learn From This and Make Sure That the Sonos Experience Is Better Than Ever as We Go Forward.”
“显然，这是搜诺思公司的失败，但从我的角度来看，这是从哪里开始的，” 50岁的斯潘斯说。“所以，这些承诺是我们共同制定的，以确保我们能从中学到教训，并确保搜诺思的体验比以往任何时候都更好。”
After Its Release, Sonos Quickly Learned That the New App Was Not Allowing Users to Perform Essential Functions, Such as Accessing or Searching Their Music Libraries, Setting Sleep Timers and Even Downloading the App. the Company Has Since Been Updating the App With New or Revamped Features Roughly Every Two Weeks and Said on Tuesday It Is More Than 80% Towards Its Goal of a Complete Overhaul.
发布后，搜诺思公司迅速了解到新应用程序并未允许用户执行基本功能，例如访问或搜索他们的音乐库，设置睡眠定时器，甚至下载该应用。公司自那时以来每两周左右更新应用程序，并表示周二已经完成超过80％的完全改版目标。
Since May, Sonos and Spence Have Been on Something of an Apology Tour to Their Roughly 15 Million Users. Sonos Has Released Multiple Statements of Contrition, Studied Bringing Back the Previous App, Pushed Out New App Updates and in August Spence Fielded Questions on Reddit From Angry Customers.
自五月以来，搜诺思公司和斯潘斯已经向他们大约1500万用户展开了一系列道歉之旅。搜诺思已发布多份忏悔声明，考虑重新引入先前的应用，推出新的应用更新，并在八月份，斯潘斯在Reddit上回答了愤怒用户的问题。
“When We Make a Mistake, We Hear It, and That's Okay,” He Said in the Interview.
“当我们犯错误时，我们会听到，这没关系，”他在采访中说。
Spence Said the App’s Problems Were the Result of Insufficient Testing and a Desire to Release Too Many Features at Once, Which He Called a “Big Bang Roll Out.”
斯潘斯表示，应用程序的问题是由于测试不足和希望同时发布太多功能造成的，他称之为“大爆炸”。
“We Underestimated the Complexity of the System and so Our Testing Didn't Capture All of the Things That It Should,” Said Spence. “We Released It Too Soon.”
“我们低估了系统的复杂性，因此我们的测试没有捕捉到应该捕捉的所有事情，”斯潘斯说。“我们发布得太早了。”
Costly Mishap
成本高昂的失误
The Santa Barbara, California, Company Said It Will Extend Existing Speaker Warranties by an Additional Year, Improve App Testing, Release Upgrades Every Two to Four Weeks in Perpetuity and Appoint a Current Employee as “Quality Ombudsperson” to Give Executives Regular Updates on New Tech Development and Publish an Audit Twice Annually.
这家位于加利福尼亚圣巴巴拉的公司表示，将现有的扬声器保修期延长一年，并改进应用测试，永久每两到四周发布升级，并任命一名现任员工为“质量监察员”，定期向高管更新新技术发展情况，并每年公布审计报告两次。
Sonos Is Also Forming a Customer Advisory Board, Similar to the One for Its Dealer Network, That Can Advise Executives on What Improvements Are Necessary Before They Are Broadly Released. Spence Said That Committee Had Not yet Been Formed.
搜诺思公司还在成立一个顾客咨询委员会，类似于其经销商网络的委员会，可以就何时进行广泛发布之前必要的改进向高管提供建议。斯宾斯表示，该委员会尚未成立。
The App Mishap Has Been Costly for Sonos. the Company Lowered Its Fourth Quarter Sales Projections, Delayed the Release of Two New Products, Estimated a $20 Million to $30 Million Expense Related to Fixing the App and, in August, Cut About 6% of Staff, or 100 Jobs. Its Shares Have Dropped Over 30% Since the Day Before the New App Was Pushed Out.
这个应用问题对搜诺思公司来说代价高昂。该公司下调了第四季度的销售预测，推迟了两款新产品的发布，估计与修复应用相关的费用为2000万到3000万美元，在8月份裁减了大约6%的员工，即100个岗位。自新应用推出前一天以来，其股价已下跌超过30%。
Still, Sonos Posted a 6% Jump in Third Quarter Sales to $397.1 Million and Swung to a Profit of $3.7 Million Compared With a Loss of $23.6 Million a Year Earlier.
尽管如此，搜诺思公司第三季度销售额增长了6%，达3.971亿美元，并实现了370万美元的利润，而去年同期亏损2.36亿美元。
Spence Said in the Interview That No Additional Job Cuts Were Planned.
斯宾斯在采访中表示，暂无计划进行额外的裁员。
The CEO Said the Board and Other Executives Were Working on New Metrics to Measure Leaders’ Success to Warrant Bonuses and Would Release Those Details in a Securities Filing. Spence, Whose Total Compensation Was $5.19 Million in Fiscal 2023, Took a Roughly $72,000 Cash Bonus.
首席执行官表示，董事会和其他高管正在努力制定新的衡量领导者成功的指标以确保提供奖金，并将在证券备案中公布这些细节。斯宾斯在2023财年的总补偿为519万美元，获得了大约72000美元的现金奖金。
“We're Not Going to Relent on This Until We're Satisfied,” He Said.
“我们在满意之前不会放弃，”他说。
(Reporting by Greg Bensinger; Editing by Muralikumar Anantharaman)
(报道：Greg Bensinger；编辑：Muralikumar Anantharaman)
((Greg.bensinger@Thomsonreuters.com; Reuters Messaging: @Gregbensinger))
((Greg.bensinger@Thomsonreuters.com; Reuters消息：@Gregbensinger))
