Just contacted Sonos and got this reply. Is 7 days an acceptable amount of time to receive a reply from customer service? This is ridiculous. Don’t title you’re email, “We’re here for you,” when you’re clearly not.
Answered
Customer Service … in about a week!
Best answer by Jamie A
Hi
The email you received is correct in that we are experiencing high volumes and wouldn’t want to promise what we currently can’t deliver: live support is also an option in certain regions and would be faster in many cases.
I’ve had a look into our system and found your case, which I can see has received a reply from our team. I hope they’re able to help resolve what issue you’re having with your system.
If you have any further issues, feel free to reach out on the community or through our support team for assistance.
This topic has been closed for further comments. You can use the search bar to find a similar topic, or create a new one by clicking Create Topic at the top of the page.
+17Hi
The email you received is correct in that we are experiencing high volumes and wouldn’t want to promise what we currently can’t deliver: live support is also an option in certain regions and would be faster in many cases.
I’ve had a look into our system and found your case, which I can see has received a reply from our team. I hope they’re able to help resolve what issue you’re having with your system.
If you have any further issues, feel free to reach out on the community or through our support team for assistance.
My Sonos experience has been horrible. AirPlay stopped working on my Era 100s (the only AirPlay device in my home that is not working). Tried everything suggested in the Community and nothing worked. Called support only to stay on the phone for over 2 hours while they tried everything that I already did. Nothing worked so they said it would be escalated to “Tier 2” and I would be contacted by a support specialist. Nothing for 12 days and zero responses to my emails until today. Just received an email telling me to try messing with my network/router settings. Again, this all stuff that I’ve tried and it hasn’t worked. What’s the point of “Support” if they are merely reading and applying fixes suggested in the community? I’ve asked for a refund but they told me I’m not eligible. I’ve asked for warranty replacements but they haven’t acknowledged it. SO FRUSTRATING!
The whole support (or lack of it mostly) debacle started when P.Spence (resigned today but staying on till June with a big fat goodbye check) et al cheaped-out, let go of their once stellar support teams, then farmed it out to off-shore, 3rd party, contracted CS script-readers.
Many of the thousands of negative RECENT reviews on the Apple/Android app stores are based in not only the crapap but lack of support. Even the tier 2 staff can take weeks to respond. So many of the folks that used to help us out quickly and efficiently in Boston and other cities are GONE!
Arrogance, ignorance, and naked greed are killing this once great company and while there are still great people trying to help on here (and if you’re lucky to get a CS rep who is actually on the Sonos payroll), the so called leadership and useless board are to blame for these short-sighted decisions.
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.