Customer Service and Support

Why do you ask silly questions?

Is it silly because I am only finding out how terrible it is?

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. 

Just posting a comment without any explanation does not help anyone, - least of all Sonos if they would want to improve things…...

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.

I think the last time I had to call Support was ~14 years ago, when my CR100 locked due to a stray electrostatic discharge upon replacing it in its cradle. They were excellent back then.

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.

My last and only call for help to Sonos was last year when my Beam would not communicate with Google assistant anymore and the usual trick (uninstalling/installing GA) did not work. The person I spoke solved my problem. This was the Dutch language help desk.

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.

Did support ask for a diagnostic?  I would think that info would provide some good information about whether it’s a hardware issue or network, as well as validate any suggested fixes for network.  Removing the Boost would obviously be for solving a network issue.