I am a Sonos user for a few years, even it is not officially launched in Hong Kong at that moment, I bought my first SONOS from Amazon US.
In the past, the support service was quite good, I can get a response within 1-2 working days and they are really helpful and my problem can be fixed within a short time.
However, in a recent support case, I doubt that is the support service "exists" anymore.
In early March, Sonos announced that they support KKBox music service (a very large music service in Southeast Asia) but the support is still in beta.
As a KKBox user for a few years, I added KKBox in Sonos but all my saved playlists were inaccessible in SONOS App but I can access all songs from KKBox Library, only I cannot find my own playlist.
So I post my problem in the community, but no feedback from neither Sonos nor other users was received.
So I decided to post my problem to Sonos support (Date: 8 Mar 2017)
(In case staff from Sonos saw this post, the ref no of my case is 170309-000397)
2 days later (10 Mar 2017), I received a reply from support
"About KKbox，Non member users can only listen to a song 30 seconds。And this music service is still in beta stage, followed by this music service server in Taiwan.If you listen online in other countries will not be stable.I'm sorry for the inconvenience."
After reading the reply, my impression is that the support is neither confirming my problem, nor try to investigate/resolve my problem, he just tries to clarify that the problem in on the user (I am not a user?), the music service provider (KKBox is still in beta?) or the internet connection (music streaming need a lot of bandwidth?), not the responsibility of SONOS.
As the head of the IT department in a large organization with more than 2000 staffs, I can't stop asking myself
- Is that the way SONOS to handle user support case?
- Should all basic functions (like playing user playlist) be functional in the Open Beta stage? (Remember It is not in the prototype or alpha stage).
So the same day, I write a reply to support to clarify
I think my question was not answered.
1) I am a fully paid member of KKBox, not a non-member.
2) KKBox was officially launched in Hong Kong for a few years and I used it for more than 5 years in Hong Kong (and other countries), never have a connection problem.
3) The problem has now been Sonos cannot assess my own playlists in KKBox.
Of course, I understand the support of KKBox is still in beta, but I was surprised that this basic function (play own playlist) is not working.
After 10 Mar 2017, I write to them 2 times (15 & 20 Mar) to ask for an update or confirmation of my problem.
10 Days Already.
VERY VERY DISAPPOINTED.
In the past, I strongly recommend my friend to get a SONOS from US or UK online shop (Cause at that time, no official dealer in Hong Kong)
But now, even Sonos is officially launched in Hong Kong earlier this year, I don't think I will continue to recommend it to my friend if the level of support service was dropped like this case.