After the farce of getting this setup and the complete lack of help or knowledge from anyone in Sonos, I'm stuck with this crappy kit now.
I live in Mexico. I purchased the Sonos here in Mexico. When I purchased it my Amazon account was UK based. Sonos worked fine with this. I changed my country to Mexico in my Sonos Profile and it stopped working altogether. After spending ages trying to sort it out, with no help whatsoever, from Sonos, I discovered that the country is used to determine what services are available. At this time, Amazon did not have their music service in Mexico. I switched the Sonos profile back to the UK and it worked again.
My Amazon Unlimited Music subscription expired at the end of November. By this time Amazon had launched the service in Mexico, so since I live here, I purchased it here (approx. £50 annually compared to £150 in the UK). To do this, I had to change my Amazon account to be an Amazon.com.mx account. This worked fine with all my Alexa devices. They are still registered to the UK but happily play from the unlimited subscription.
The Sonos, will not work, at all, with Amazon music registered in Mexico. Sonos claim this is an Amazon problem and use this as a standard "get out of jail free" of we can't do anything. Amazon say it is down to Sonos. Amazon are correct as they are simply providing an API to Sonos. Sonos determine how it is consumed with their app, but despite this, they still refuse to do anything.
After a month of speaking to repeated uninformed "support" staff (using the term loosely), I have no choice other that to revert my Amazon account to a UK account, and change my Sonos profile to the UK. This I did, but still Sonos reports that Amazon Music can only be used in the UK, US, France etc.
Not to put too fine a point on it, but this is complete rubbish. The Amazon account is a UK account. Amazon music plays everywhere apart from on Sonos. Harmon Kardon works, Alexa's work, and the Amazon Music app works. Sonos, however does not. This is a Sonos issue, nothing else.
What the heck Sonos???? I've jumped through your hoops, I've solved problems that shouldn't be problems without your help and it still doesn't work.
Your products are not good, and your customer service is worse. Amazon are unable to take the products back as I've had them for 6 months now. Sonos refuse to do so. This implies that you are only interested in my money.
If you stand by your products, you should be willing to take them back when you have let customers down so badly. Instead once you have my money, you no longer give a monkey's. What are you going to do about it Sonos?????
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Not sure that person insults are helpful. As I have said many times, if it worked I would be more than happy. The fact is it doesn't. I've done nothing wrong here. I purchased the Sonos in good faith. I bought the Alexa integrated one first, and because it's Alexa integrated it's a fair assumption that it works with Amazon services, especially as it's advertised as such. If it didn't work, then I would have returned it. I suspect this would not have been good enough for you though, as you seem to be prepared to seek out something to annoy yourself with. If you don't agree with my view of wanting something to work consistently when I pay a lot of money for it, that's your prerogative, but it is such personal attacks that give forums such as this a poor reputation.
If you can't provide help or useful insight, jgatie, it would be more constructive to simply not post anything.
The fact remains that this is sold in Mexico as supporting Amazon Music. If it does not do this, its to be expected that people will, rightly, be annoyed. The help I have received from Sonos support has been comparable with that offered by Jeff S. Maybe I have higher standards, but I expect support staff to be knowledgeable and constructive, not to look for every opportunity to lay the blame elsewhere. My use of Sonos has been nothing "backdoor" with proxies or other mechanisms. I had hoped it would be a nice integrated system that worked consistently and seamlessly. It has been anything but.
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The fact remains that this is sold in Mexico as supporting Amazon Music. If it does not do this, its to be expected that people will, rightly, be annoyed. The help I have received from Sonos support has been comparable with that offered by Jeff S. Maybe I have higher standards, but I expect support staff to be knowledgeable and constructive, not to look for every opportunity to lay the blame elsewhere. My use of Sonos has been nothing "backdoor" with proxies or other mechanisms. I had hoped it would be a nice integrated system that worked consistently and seamlessly. It has been anything but.
I can't change it so that Amazon Music is available to Sonos systems in Mexico. It currently is not available. I have sent in a feature request to add this feature. For now, you can reach out to our phone team if you'd like to ask for a refund. That will be the call of a manager whether or not to grant the exception.
I'm locking this thread for comments for now, as the issue has been answered.
timfoster, you have been instructed by a Sonos rep on how to go about negotiating your refund, if you have one coming. I suggest you do that, instead of carrying on in this forum. Good luck!
Speaking of insulting people...
AMAZON MUSIC UNLIMITED IS NOT AVAILABLE IN MEXICO! Not even through the native Amazon Music app (SEE ABOVE)!
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