HELP! I am trying to return a faulty Arc and sadly Sonos' customer service has been the worst I've ever encountered!

Thanks very much for the update! 

Sorry to say, I’ve the same problem with an ARC. 

I called support Dec 8, analysis done, return agreed to, ticket issued. I was told to expect an email. 

I’ve not received an email despite initiating 3 non-productive chat sessions and one non-productive phone call to support. In essence upon each contact I was told the issue had been escalated but that there was no one available to chat/speak to directly. 

Hopefully this query will result in some help. 

@Mythicbeast sorry to hear this and good luck! I’ve wasted so much time dealing with Sonos’ customer service over the last 6 weeks and they have only just found a solution to arrange the return (I’m still waiting for the actual replacement though). They clearly have serious issues with their return processes that need to be addressed but judging by some of the posts on these forums it’s been an issue for a long time. 

I emailed the support email, used live chat, emailed the CEO and called the hotline but the only way to get a response or someone who could look into the issue was via these forums and by calling the hotline and asking to speak with a level 2 customer service representative. 

It’s really tarnished my love for the brand because no other company seems to have this much trouble arranging what should be a very simple return for a faulty product.

I pm’d CorryP to hopefully fast track this. I’m glad I found your thread. 
 

I’ve reverted to TV sound, ugh, because the ARC garbling and blasts of static became too annoying. 
 

Hi @Mythicbeast 

Please see my DM to you. I believe you will be contacted shortly (though with the holiday season, I cannot say when).

I hope this helps.

Thank you @corryp, received an email this morning to get the process started.

Will continue to post as process continues. 

@jnnnn (I’m still waiting for the actual replacement though)

Any luck yet? You were at 6 weeks when you stated this. I’m at around 4 weeks, no further communication since the email requesting name, serial#, etc. 

I have had same experience. Product didnt work when i received. Family gift that doesnt work the day they opened box. Frustrating. Receiving run around by sonos. chat and phone call resulted in no action.   Put in for advanced return but not received replacement. Elevated to level 2 but link they sent doesnt work. Beyond disappointing with a company that charges high prices but doesnt stand behind their products.  Matter of short time before another company takes their market share.   

@Mythicbeast Yes! I finally received a replacement ARC on Dec 31st so around 7 weeks since first contacting Sonos. For whatever unknown reason the returns form they sent me kept coming up with an error (sounds like the same issue @RCS - Rob is having) so they agreed to do an Advanced shipping option without requiring a credit card which was good because I didn’t trust Sonos to actually send the replacement once I’d returned the faulty product with the Standard shipping option. 

Good luck - I hope you get a response soon! 

@jnnnn Happy to report I have received the “RO” email, completed and returned the form. Requested “advanced” return. 
‘Now waiting another “5-7” days for replacement arrival.