Customer Service and Support

Why do you ask silly questions?

I’ve only needed to contact them once during my 5+ years of Sonos product ownership. My experience was that the response was quick and helpful. I’m sorry that your experience was different. 

Thankfully, in my 8yrs+ of Sonos ownership, I have had minimal dealings with Sonos Support, as the product just works.

I’ve read great reports about the helpfulness of support to resolve issues, both on this community and elsewhere. Mainly around product replacement where a hardware fault has been diagnosed, rather than audio interruptions. They can’t be faulted for the former. Their hardware product support procedure is second to none.

Whilst support can view the actual diagnostic information you send and highlight problem areas, I would say the community here is extremely helpful in understanding and resolving user’s playback issues, without having access to those diagnostics. If you detail your issues here, explaining your system setup, router etc then you may have more success 

I can sympathise with you however as my current ongoing communication with Sonos Support is less than satisfactory. Too many scripted responses without understanding the issue. 3 times I have been told incorrect information [play:3s don’t support Atmos when bonded as surrounds with an Arc] from different support staff. Their product knowledge around Atmos is lacking and I will further feed this back to Sonos when invited to do so.

They were excellent even in 2014. But thereafter I have to also say that things have gone downhill, starting from the time some support moved to the EU. My last interaction a few years ago was frustrating because it was very clear that rote responses were being given to emails. I decided to not rely on that support anymore and use this space for the very occasional trouble shooting needed. Which continues to work as well as it did back in the day, largely because all the regulars have not gone away.

Obviously I cannot say if things have further deteriorated to “terrible”. But this slide seems to be the bane of scaling up and Sonos has not been exempt.

I’m in New Zealand now, was previously in North America. I used support in NA to solve an issue where I needed Boost because I was on a mesh Internet system and found that helpful.

My current issue is with one of my Fives dropping sound completely from all services, doesn’t matter what I play through it. It happens randomly and wasn’t sure why. I would have to reboot it to get it working again. I thought it might have been because of my turntable setup plugged into that speaker, so I swapped the speakers around. Found it wasn’t anything to do with the turntable because the same speaker had the same issue when switched which leads me to believe it’s a hardware issue.

I have at this time contacted support 4 times with this issue and the amount of times I had to repeat myself about what the problem was was frustrating.

Even after the issue last night where I was on a call with somebody that I couldn’t quite understand where they still sent me an email afterwards to give me info on “line in” settings when I thought it was clear it had nothing to do with line in settings because it no longer had a line in that speaker.

Anyways, they also suggested I don’t use the Boost anymore even though I have a mesh setup on fibre. So I’m giving that a go but I’m thinking the problem will exist and I will need to call support up again for the 5th time on this one issue.

@BrendanVDB 

Removing the BOOST is a possibility, although in my mind a stretch, unless there’s an issue with it, which would show up in the diagnostic that @melvimbe mentioned.

I’d still keep a device wired to the router of your mesh network, as Sonos doesn’t do well with connecting to many mesh networks, due to the way that many of them function, with differing subnets, an anathema to the way Sonos operates. And with a device connected to the router, unless you have a Roam or Move, there’s no need to keep the wifi information in the Sonos controller’s settings area. 

Based on your post, I’d actually be betting on a duplicate IP address on that device. Unplug it from power, then reboot your router. Once the router comes back up, plug that Sonos device back in, which should force it to get a new IP address from the “refreshed” table on the router. 

Just to say WiFi range extenders are not supported by Sonos, but that doesn’t stop you using it for other network devices around the home especially if you filter out the Sonos MAC addresses and controller from using that AP or/and have it use a different SSID and wireless channels to the main router. At least it will help provide extended WiFi coverage for your other devices.

Had a Roan that stopped charging. Went thru trouble shooting over the phone. Roam is defected we will send you a new one. Sent defected Roam back and it’s been received. No one can tell me when the replacement will ship or give me any information. Ready to buy a Bose unit and be done with Sonos. Horrible customer service 

Yes, “Customer Support” has been horrible lately. Here’s a few other horror stories:

https://en.community.sonos.com/community-feedback-229090/horrendous-support-6869733
https://en.community.sonos.com/community-feedback-229090/customer-service-6869415