Last 26th of January I bought a Sonos Roam 2. I have my house full of Sonos devices, have always encouraged other people to be brave, pay extra money and have a Sonos system, but my recent experience could not be worse.
I am not buying any more Sonos devices, and I am definitely not encouraging anybody to do so.
It was supposed to be a gift, a quite good gift. I gave it to my friend and the device did not work properly. After a bit of embarrasement I said, never mind, let me contact Sonos and have it replaced.
My experience with the online shop was so awful , did a mistake with the color (black instead of white), was imposible to modify it ,online, that I did bought one through Amazon (without any stress at all).
Anyway, the 4th of February I asked the item to be retuned because it did not work properly, thankfully did a screen-shot of it… and my nightmare started…
The message clearly say that in 48-72 hours I would receive a email with instructions about how to proceed with the return.
After more than 72 hours (and till now, 4 feb-22 feb) I have still not received the instructions, despite of having been in contact with Sonos support at least 5 times… They have always promised me a solution and a trouble free return… but have been just empty words.
It has been more than two weeks, and I have not received any email nor any phone call… It is sad to say that every call was made from my side … never a email or call back giving some feedback ...
Seems that they have been integrating systems and my return suffered some kind of glitch, but surprisingly in the XXI century and with companies talking about AI, I have been no emphaty nor intelligence in the Sonos Organization… If that is how they do work, I would be concerned if I am a Sonos Investor…
Things do not happen for free. Yesterday was the birthday of a good friend, and I did gave to her a Apple Home Pod… It worked perfectly as brought out of the box…
So please , do not buy a Sonos product, and if you do, please do never buy it directly from Sonos website. If you want to buy one , buy it somewhere else… if there is something wrong it will be much easier to return it if you deal with any seller that is not Sonos itself… quite a paradox but this is how Sonos do work right now.
