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Dear Sonos Support Team,

I am writing to formally lodge a warranty claim concerning my Sonos product. Despite following all recommended usage instructions, the device has developed faults that I believe fall under the protections provided by the Australian Consumer Law, specifically sections 54 and 55.

Product Details:

  • Model: SONOS ROAM
  • Purchase Date:28/6/2023
  • Place of Purchase: Jbhifi 

Issue Description: The product is experiencing being unable to recharge via USB Cable. This issue severely impacts the device's performance and is inconsistent with the quality and durability expectations outlined in section 54 of the Australian Consumer Law. Additionally, the product does not meet the guarantees of acceptable quality and fitness for purpose as required under section 55.

I request that Sonos fulfill its obligations under the Australian Consumer Law by offering refund or product replacement.

Supporting Documentation: Attached to this email are copies of my purchase receipt, correspondence with customer support, and any other relevant documents.

I trust that Sonos will handle this claim in a timely and satisfactory manner, in accordance with the legal requirements. Please confirm receipt of this email and provide an estimated timeline for resolving this issue.

Thank you for your attention to this matter. I look forward to your prompt response.

 

Moderator Note - Removed Case number.

 

I imagine you’d need to contact Sonos support by email or phone rather than posting on the Sonos community discussion forum…?


I email CEO and contract customer service via chat. Matter still not resolved. I will already consumer affairs in VIC again if matter not resolved


You should continue contacting Sonos by the correct routes to get this resolved unless a forum moderator steps in to direct you. The CEO email is largely for show, rather than a route to the CEO. 
If it’s under warranty, you don’t need to be quoting consumer law, they’ll just fix or swap the item.