Trending Lyricist I

Unable to Use Amazon Music - Again!

Forum|Forum|7 years ago
December 27, 2018
29 replies
1215 views

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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jgatie

Now why does the old adage "You catch more flies with honey than vinegar" suddenly come to mind . . .

T

timfosterAuthor

Trending Lyricist I

Not sure what you mean, jgatie. I have had constant problems with Sonos and their "support" staff have done nothing but try to pass the problems off to someone else every time. If it worked, I would be happy. The fact is, it doesn't. It may work for those with simple, us only, lives, but those of us with international connections are no longer the minority. If Sonos can't support this, they should be open about it up front. The fact that they are not, implies their focus is on getting your money not providing a satisfactory customer experience. Why even sell Sonos in Mexico if they don't support any music here?????? It's ridiculous!!!

jgatie

Not sure what you mean, jgatie. I have had constant problems with Sonos and their "support" staff have done nothing but try to pass the problems off to someone else every time. If it worked, I would be happy. The fact is, it doesn't. It may work for those with simple, us only, lives, but those of us with international connections are no longer the minority. If Sonos can't support this, they should be open about it up front. The fact that they are not, implies their focus is on getting your money not providing a satisfactory customer experience. Why even sell Sonos in Mexico if they don't support any music here?????? It's ridiculous!!!

To the bolded:

https://support.sonos.com/s/article/3248?language=en_US

Where is Amazon Music available?

Amazon Music Library:
US, UK, DE, AT, CH, FR, IT, ES

Prime Music
US, UK, DE, ES, FR, IT

Amazon Music Unlimited:
US, UK, DE, ES, FR, IT

It looks like Sonos is pretty up front about it.

As to the meaning behind my post, if I were hoping to get a refund on an item which is beyond the return date, I wouldn't be posting a diatribe that constantly insults the very people who will be deciding on my refund. Aka, I would be using honey, not vinegar, to catch that fly.

T

timfosterAuthor

Trending Lyricist I

I have been trying to get this to work properly, or get a refund for about 4 months. If it worked, I would have no problem. Sonos are simply not interested and never have been. Since I get these, Sonos have repeatedly assured me that they can resolve problems, only to find that they can't.

As for insulting the people who will "decide" on my refund. There is nothing to "decide". Who would think it acceptable that a product stops supporting all the features? I'm not asking for them to do me a favour. I have been more than patient with this. 6 months of patient. Obviously the retailer won't refund it now. I didn't really expect Amazon to do so since it works as a speaker. As far as the retailer is concerned the speaker plays, anything else is down to the manufacturers choices.

Sonos aren't upfront about stuff at all. Nor is the information above accurate. My Amazon Unlimited is UK based and it still doesn't work. If you change your country from UK to Mexico on the Sonos profile (nothing to do with Amazon) it still doesn't work. How is that upfront about it??? Also check out the link on the amazon.com.mx (https://www.amazon.com.mx/Sonos-One-Bocina-inteligente-controlada/dp/B074XLMYY5/ref=sr_1_2/142-4168245-9851940?ie=UTF8&qid=1545928148&sr=8-2&keywords=sonos) sold by Sonos. No mention of the fact that Mexican accounts don't work. Selling a product in a region you don't support is the definition of misleading. Again, how is this up front????
Sonos are focussed on the domestic US market. Everything else is just a money grab. See who we can mislead and screw the consequences. If you are US based, and never travel to anywhere other than contiguous US states, I'm sure Sonos is an acceptable product. For the rest of the world (i.e. the majority), who gives a crap??? Not Sonos that's for sure.

UKMedia

I have been trying to get this to work properly, or get a refund for about 4 months. If it worked, I would have no problem. Sonos are simply not interested and never have been. Since I get these, Sonos have repeatedly assured me that they can resolve problems, only to find that they can't.

As for insulting the people who will "decide" on my refund. There is nothing to "decide". Who would think it acceptable that a product stops supporting all the features? I'm not asking for them to do me a favour. I have been more than patient with this. 6 months of patient. Obviously the retailer won't refund it now. I didn't really expect Amazon to do so since it works as a speaker. As far as the retailer is concerned the speaker plays, anything else is down to the manufacturers choices.

Sonos aren't upfront about stuff at all. Nor is the information above accurate. My Amazon Unlimited is UK based and it still doesn't work. If you change your country from UK to Mexico on the Sonos profile (nothing to do with Amazon) it still doesn't work. How is that upfront about it??? Also check out the link on the amazon.com.mx (https://www.amazon.com.mx/Sonos-One-Bocina-inteligente-controlada/dp/B074XLMYY5/ref=sr_1_2/142-4168245-9851940?ie=UTF8&qid=1545928148&sr=8-2&keywords=sonos) sold by Sonos. No mention of the fact that Mexican accounts don't work. Selling a product in a region you don't support is the definition of misleading. Again, how is this up front????
Sonos are focussed on the domestic US market. Everything else is just a money grab. See who we can mislead and screw the consequences. If you are US based, and never travel to anywhere other than contiguous US states, I'm sure Sonos is an acceptable product. For the rest of the world (i.e. the majority), who gives a crap??? Not Sonos that's for sure.

Wrong! 🙂

Remember: Sometimes Red Wine helps :)

J

John B

I hope nothing serious ever happens to you. Music services are all geographically limited in some way, and that can vary by platform. The service you have chosen happens not to be available though Sonos in your chosen place of residence. It is hardly a catastrophe, and it isn't really anybody's fault.

Just for the record, music services integrate via the Sonos API, not the other way around.

As a UK resident who also uses Sonos in France, I am embarrassed by your totally baseless suggestion that Sonos cares only about the US market and US users.

Jeff S

Retired Sonos Staff

I have been trying to get this to work properly, or get a refund for about 4 months. If it worked, I would have no problem. Sonos are simply not interested and never have been. Since I get these, Sonos have repeatedly assured me that they can resolve problems, only to find that they can't.

As for insulting the people who will "decide" on my refund. There is nothing to "decide". Who would think it acceptable that a product stops supporting all the features? I'm not asking for them to do me a favour. I have been more than patient with this. 6 months of patient. Obviously the retailer won't refund it now. I didn't really expect Amazon to do so since it works as a speaker. As far as the retailer is concerned the speaker plays, anything else is down to the manufacturers choices.

Sonos aren't upfront about stuff at all. Nor is the information above accurate. My Amazon Unlimited is UK based and it still doesn't work. If you change your country from UK to Mexico on the Sonos profile (nothing to do with Amazon) it still doesn't work. How is that upfront about it??? Also check out the link on the amazon.com.mx (https://www.amazon.com.mx/Sonos-One-Bocina-inteligente-controlada/dp/B074XLMYY5/ref=sr_1_2/142-4168245-9851940?ie=UTF8&qid=1545928148&sr=8-2&keywords=sonos) sold by Sonos. No mention of the fact that Mexican accounts don't work. Selling a product in a region you don't support is the definition of misleading. Again, how is this up front????
Sonos are focussed on the domestic US market. Everything else is just a money grab. See who we can mislead and screw the consequences. If you are US based, and never travel to anywhere other than contiguous US states, I'm sure Sonos is an acceptable product. For the rest of the world (i.e. the majority), who gives a crap??? Not Sonos that's for sure.

Hi timfoster,

At this time Amazon Music is not available on Sonos in Mexico. You can see the full list of countries where it is available here. The country in which you purchased your Sonos system, or in which you created your Amazon account don't determine which music services are available. These are determined by the region in which your system is being used, and there are different licenses and restrictions for services in different areas. While I can't comment on future plans, I will send in a feature request to our team to add support for Amazon Music in Mexico to the Sonos system.

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T

timfosterAuthor

Trending Lyricist I

Sorry John B, it is someone's fault. It's Sonos' fault. The implementation is entirely with them. Amazon aren't pushing the service to Sonos, Sonos request it.

Slightly odd way to start a comment. No-one is claiming this to be a catastrophe, but after 4 months of patiently trying to make it work, Sonos should be man enough to accept that this is a imitation they have implemented and allow those that purchased in good faith, to return the units. If you believe in the product why would you not?

J

John B

Utter drivel. Amazon Music is not available on Sonos in Mexico. There is nothing for you to try to get to work.

ratty

The present limitation has surely been clearly explained. Amazon currently doesn't support their service on Sonos in Mexico for whatever reasons, quite possibly related to royalty agreements. To enforce this the service is geofenced based on IP address.

The options are to re-sell the Sonos kit or subscribe to a service that's officially supported in the country in question.

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