Hi ​@CaptainEO, 

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!