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I had a green solid light on my sonos roam after connecting it to a (new) wireless charging base, which I hadn't seen before. 

I wanted to know what it was indicating and searching for »Sonos Roam green light« I found the article for Roam charging light indicators, where no green light was mentioned.

So i went to ask support and had a chat with the Bot who told me the product shouldn't be able to have a green light (which is a lie) and asking me over and over if it was correct the light was green. When I asked to talk to an agent it agreed, but then closed the chat tab/window and I was back on the Support page (where I had opened the chat from) with the “Start a chat” buttoned greyed out and changed to “Chat in progress”, with no way to reopen the chat from there.

With no way to open the chat again (and not finding a closed tab in my history or recent closed tabs) I tried searching for »Sonos light indicator« to see if it might be related to something else than battery and low an behold there was the answer. This product was just muted. The chatbot had been lying to me and made me question if something was completely wrong with my device.

Please stop using lying »AI« chatbots for your support. They'll lie if there's something they don't know and try to convince users that it’s the user that must be wrong. It’s the same reason the BBC has banned them from use in their organisation. 

And please figure out why the chat closes when redirecting to an agent or add a button to reopen the chatwindow on the support page. Thank you.

(I was on my phone with Android 14, using latest version of Firefox)

If you’re after the LED meaning, look here:

 https://support.sonos.com/en-gb/article/sonos-led-lights

 

Hi ​@ssssaaaaaaa 

Welcome to the Sonos Community!

I am sorry to hear about the less-than-ideal experience you had when getting in touch with support.

The bot should indeed have told you that a solid green light means the speaker is muted. My colleague just asked it the same question just now, and got a straight answer:

We got the same answer when asking in different ways too. So, we would like to look into this and see why it was that you did not get a straight answer. I could not find a related case on your account, however. Is it possible that you used a different email when contacting us? If so, could you please send it to me in a Private Message so I can look into getting something done about this? Thank you!

Just tried again and it answered correctly. (I was on the GB region site.)

I can't remember the exact question I asked yesterday, but I thought it had something to do with the wireless charger, since I hadn't seen a green light on it before and have just got the wireless charger for it.

Since the chat was hidden when it tried to send me on to an agent, and I couldn’t open it again I couldn't screenshot the conversation. 

I guess I might have confused it, since I thought the green light was a charging indicator.

Thank you for following up. Glad to see it works. 😊

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