Customer Service: Why is SONOS Customer Service suddenly so abysmal?

Hi @R. Scott.

Thanks for reaching out and welcome to the community!

We highly appreciate your comments and feedback and sorry to know about the experience.

To verify, it sounds like this is about an order that was not yet delivered, and as much as I’d like to check it and see what’s going on, we don’t have access to those details for it can only be answered by our Sales Team.  Alternatively, you may also track order status through our support page, and here is the link: https://www.sonos.com/support/orderstatus/

I will log this feedback and pass it along with the team.

If you have any other questions or run into any issues,  please do not hesitate to reach out, we’re always here to help.

I have just been on the line again for another 35 minutes.  Apparently the correct group is the “returns group”, but they don’t have a phone number and can only be reached thru e-mail?  This was told to me by someone in the Sales Team.  Still no response when the return item will be shipped. I tried that link and was told that no order could be found with the information I submitted.  Very disappointing.  Does anyone know what is going on?

Hi @R. Scott.

Thanks for your immediate response.

If this for RMA, yes, we do have our product returns team that handles the replacement, and they don’t have a support line. All the information needed for the replacement process will be gathered by the Sonos Support specialist, they will also discuss and explain the process/policy with you. The RMA ticket created by them will be forwarded to the returns team through our system. Then, once it was processed, they will notify you via email and send you further details you need on what to do next.

If you have any other questions or run into any issues,  please do not hesitate to reach out,  we are always here to help.