Contributor I

Customer Services

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Hi Sonos Users,

Is anyone else having trouble getting through to customer service?

I was on hold for 2 hours the other day before giving up!

I've tried to ring everyone day for the last week & hold times are 50 to 105 mins. I have given up every time.

I have a open case due to nothing working on new app. Such a shame as the sonos 1 app with bridge work perfectly!

Now using a boost and some times I can't even turn the system on or off!

So disappointing!

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C

ChadegleAuthor

Contributor I

I'm still trying everyday. System still not working properly & I just can't talk to anyone!

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buzz

Grand Maestro

As a test, power down the PLAY:3.

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ChadegleAuthor

Contributor I

Ok, willing to try anything!

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MartinKlc

Lyricist I

You know, SONOS, your new system is awful and people need help. So why do you not offer a callback option for support RATHER THAN LIE ABOUT THE TRUE AMOUNT OF TIME YOU CUSTOMERS WILL HAVE TO WAIT ON HOLD, MAKE US LISTEN TO YOUR TERRIBLE MUSIC, INTERUPTED BY THE SAME IRRELEVANT SUGGESTION FOR HELP EVERY 45 SECONDS, FOR LITERALLY HOURS IN END? ITS * TORTURE.

*Moderator Note: Modified in accordance with the Community Code of Conduct.*

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stevepow

Prominent Collaborator I

I got in to Support twice today - 45-50 minutes wait times. But you don’t have to be on hold. After a few minutes you’ll get a callback option - press 1 for callback, I think. I did that and in about an hour, they called me. Much better than “on hold”.

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MartinKlc

Lyricist I

Lucky you, Steve! I never received that option. Are you located in Canada?

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stevepow

Prominent Collaborator I

Lucky you, Steve! I never received that option. Are you located in Canada?

No, USA. It’s odd - probably took 5 minutes or so before I heard them say it.

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