I’m extremely frustrated with SONOS customer support.
I purchased a move, saved up and purchased a second one to use together.
I mistakingly assumed or missed in the small print that these portable speakers can not pair via bluetooth.
When I explained this to a customer service agent she was kind and understanding, she set me up with a return and said there will be no problem returning the second move that was purchased a few months previously, that it would just require some additional paperwork because it’s just over 45 days.
I moved on and accepted that I would have to use another product so I went ahead and ordered replacements after being told a return wouldn’t be a problem.
So I waited, followed up, waited, followed up and eventually got a reply that my return request was denied because I was just over the time limit.
If this was the case I don’t understand why I was told I would be able to return the second unit, or why a request was even made given that the representative had all of my information.
I have called at least 5 times, every time I’m told I will get a call from a supervisor but they never call or reply to my emails.
If this was a strict policy I would be mad at myself for missing the fine print but I’m very frustrated that I was told I could make the return, replaced the item then the return was denied after extensive follow up.
I would love some advice on how to work with the “back office team”