They had a fairly unique and high-quality product in the early days.

It just did’t evolve very far or very fast, or even adapt pricing to better fit a rapidly changing market.

They switched away from a focus on multi-room hi-fi (or at least mid-fi) audio and users with their own hoard of digital audio to focus more on streaming services and chase the trend of little monophonic speakers. The higher-end devices remained good but became ever more niche.

Then they broke everything, particularly customer trust, with the app update.