Some changes coming from Care...

  • 27 September 2016
  • 6 replies
  • 2798 views

Userlevel 1
Badge
Hi everyone,

Over the next few months and continuing later through the year, we’re going to make some exciting changes to how we make Customer Care available for help.

More than ever, Sonos owners choose to contact us online for help and have asked us for more easy online options. We’ve listened. Soon, we’ll be re-focusing more of our team and resources to provide additional online support, in an effort to get you the help you need as quickly and easily as possible.

In order to accommodate this shift, we’ll be reducing phone support on weekends starting on October 1st - our new hours for help via the phone will be Monday - Friday 10AM EST to 9PM EST in the US. Other regions (like Europe) will see an adjustment in hours later this year, and we’ll make a follow up post when that happens. We’ll continue to be available over the weekend online via email, this community, and via @SonosSupport on Twitter (and there will even more people ready to help starting that Saturday).

We’ll have some additional news to share about how we make Customer Care available to you around the clock over the next year, and we’ll have extended hours around the holiday season for everyone lucky enough to get Sonos as a gift this year.

Thanks for your support,

Denny Haayen
Director of Customer Care Operations

This topic has been closed for further comments. You can use the search bar to find a similar topic, or create a new one by clicking Create Topic at the top of the page.

6 replies

Userlevel 5
Badge +3
As mentioned in our note above, we have been making some changes to how we make Customer Care available for help.

Like we did in the US last month, starting November 28th we’ll be shifting our phone support to Monday - Friday from 9am GMT to 5pm GMT. And you can still reach us via email, here in this community or on Twitter @SonosSupport.

During the holiday season we'll be available by phone on these additional days:

UK:
Saturday Dec 17 / 9am - 5pm GMT
Saturday Dec 24 / 9am - 3pm GMT
Monday Dec 26 / 9am - 5pm GMT
Saturday Dec 31 / 9am - 3pm GMT

US:
Friday November 25th / 10am - 6pm ET
Saturday November 26th / 10am - 6pm ET
Saturday December 17th / 10am - 6pm ET
Friday December 23rd / 10am - 6pm ET
Saturday December 24th / 10am - 6pm ET
Monday December 26th / 12pm - 6pm ET
Saturday December 31st / 10am - 6pm ET

From everyone here at Sonos, thank you for your continued support and happy holidays.
Userlevel 6
Badge +16
More than ever, Sonos owners choose to contact us online for help and have asked us for more easy online options. We’ve listened.
You might consider putting your money where your mouth is by helping customers who've been waiting over five days before Sonos reaches out to them by trying to solve their problems.
Sonos you also need to address Spam in this forum, it will drive your customers and users away.
Userlevel 7
Badge +22
There is a thread on it - they are having a very difficult time as the posts are being generated by humans. And they have even gone as far as registering new emails each time to make a post. It is getting a little better so they must be starting to get tired of the hassle.
Userlevel 6
Badge +3
You might consider putting your money where your mouth is by helping customers who've been waiting over five days before Sonos reaches out to them by trying to solve their problems.

Hi beynym, thanks for raising this to our attention. We have reached out to the member.

Sonos you also need to address Spam in this forum, it will drive your customers and users away.

Hi Belly M, yes we are putting a lot of focus to resolve this spamming issue. Like Chris mentioned, we have a thread about this. Here's the link: Recent Spam Attacks on the Community We'll post there once we have more information.

Thanks.
Userlevel 6
Badge +16
We have reached out to the member.
Thanks for getting back to me. And to him.