Sonos Radio HD-Call to Reactivate

This exactly why I won’t be re-subscribing. I manage all of my music and video streaming services monthly based on usage and content. 

Hi @Jeffrey_35.

Welcome, thank you for reaching out to Sonos Community, We appreciate your time and effort in posting your concern here in our community.

I agree with you that you could reactivate your subscription at any time you want since you can also cancel it as well.

Since Sonos radio HD is just new in Sonos, I'll submit a feature request to the development team so that they can improve the service that Sonos is providing.

But for now, since your having a hard time reactivating the service. please contact our Sales team for further assistance.

Let us know if it works. If you need help with any other information, please be sure to let us know.

It’s pretty difficult to reactivate by calling in when you have to wait for over an hour. 

It’s even more difficult when no one ever answers the phone.

Hi @Waterloo73!.

Welcome, thank you for reaching out to Sonos Community, We appreciate your time and effort in posting your concern here in our community.

You’re correct that waiting in line for an hour is unexceptional.

But Sonos is trying to answer all incoming calls in a timely manner, sorry for the inconvenience.

You can also talk to our chat support agent for further inquires.

 Let us know if it works. If you need help with any other information, please be sure to let us know.

I wouldn’t call waiting over an hour for the phone to not get answered unexceptional, it’s unacceptable. Thanks anyway.

Just allow people to update their Billing and Reactivate ASAP. This is a horrible experience for your new service as many have pointed out. It ridiculous to have to call and hold forever to simply update billing.  Do you guys even want to have to deal with these phone calls?  A total lose lose for Sonos and your customers. You guys are better than this. This should be the product manager for Sonos HDs number one priority until it is fixed. My humble opinion. This should never been how it worked to begin with.  You would be hard pressed to even find a start up that handles billing this way. This is entirely predictable. Thanks 

Hi @wirelessSD.

Thank you for reaching back to Sonos Community.

Sonos will make sure to polish this matter in the meantime, other options to get in touch with the Sonos sales team is thru chat.

If you need help with any other information, please be sure to let us know.

@Mark P  -- 4-6 months later and this issue is exactly the same. It’s no longer a new service to Sonos.

Called in to reactivate and Sales told me I had to speak to “Music.” “Music” told me that Sales had to help me. Sales said they had no way to do so. I asked to speak to a manager who told me that I would have to schedule a session with a technical resource like I’m trying to figure out something complicated. My S2 app, everything is fully up to date.

I waited on hold for 32 minutes to be transferred back to sales. I’ve waited for 20 minutes to be connected with a chat agent.

My sad and literal question is: Who can help me with this? A general call out to “Sales” or “chat” is a failure of a response.

https://support.sonos.com/s/article/4943?language=en_US

I have to agree that this is making something that should be very easy for customers to do, way too hard. Even if it doesn’t get asked about much, it should be high priority if no other reason that Sonos wants customers to send them money.  How many customers were turned about because something that should take two minutes is potential an hour on the phone?