The following is a copy of the email that I just sent to SONOS’ CEO. There was no other address on the website, and I am tired of waiting (multiple times) on hold.
I might have sent this to tech support, but there is no address listed on your website - only yours. Just as well. I tried calling several times over the last couple weeks, and the shortest wait time was 45 minutes. Unacceptable.
I have a SONOS One that has worked splendidly for several years since I bought it. I'm sure you're aware of the issues with the new app, and they have affected me as well. I can no longer get it to connect with my network, and I have combed through your support section as well as multiple other blogs, done multiple factory resets of the speaker, multiple reboots of both the speaker and my router, deleted my old account and set up a new one under a different email, deleted and reloaded the app on my phone twice, and tried connecting the speaker to my system at least a dozen times using both Wi-Fi and a cable direct to the router, and despite saying in the app that it is connected to the speaker and that it is setting it up, it always times out after about two minutes and gives me the message "the connection to your sonos one was lost". I have spent hours of my time on this. Hours.
I will not wait on the phone any longer. I wish to have someone call me at a pre-arranged time who is extremely competent and familiar with this issue and can solve it within a few moments, or I would like the company to send me a brand new, current generation equivalent of the speaker. This issue is through no fault of mine; the app should have had much more extensive testing before it was fielded, and I have been frustrated for over two weeks with this. I'd say I've done my due diligence. What will you do for me?
Regards,
Bill
Moderator edit: removed surname
