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jnnnn
Contributor I
Dec 14, 2023 12:32 AM UTC
Answered

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

Hello

 

Has anyone recently returned a product? If so can you please let me know how you did this and which method you used to contact Sonos? I’ve contacted the support number live chat, support@sonos.com and even ceo@sonos.com out of sheer desperation but can’t get anywhere! I purchased the product directly from Sonos so if this happened I could rely on their customer service but so far it’s the worst I’ve experienced. 

 

I have a faulty Arc and contacted customer support who offered to replace the product. They sent an email the following day which said I would receive a follow up email with options on how to return it. I didn’t receive the follow up email and despite following up that email 4 times and contacting their online chat a further 3 times I am yet to receive any instructions on how to return the faulty item.

 

It’s now been almost month and each time I speak to customer support I get equally evasive replies that I’ll receive an email within 24-48 hours or the representative will follow up with the Product Returns team and get back to me. I’m a loyal Sonos customer who owns several products and has purchased and recommended Sonos products to friends/family but after this experience I don’t think it’s worth it and would not recommend this company to anyone! 

 

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    Corry P
    Corry PAnswer
    Sonos Staff
    Dec 15, 2023 9:26 AM UTC

    Hi @jnnnn 

    In short this has been a huge time wasting venture and Sonos need to review their service systems as it shouldn’t take contacting a company over 12 times to make good on a product warranty. 

    I completely agree! Please be assured that I will get someone to look into this for you. Thank you for your feedback!

     

    "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
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    22 replies

    Corry P
    Corry P
    Sonos Staff
    Dec 14, 2023 9:20 AM UTC

    Hi @jnnnn 

    Welcome to the Sonos Community!

    Sorry to hear of the trouble you’ve had - we aim to do much better!

    Looking at your case now, it currently belongs to a senior member of staff, so I expect it to now be handled once the US offices are open once more (I am in Europe).

    However, I can send you what you need via a direct message here on the community - please check your messages!

    I hope this helps.

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    "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
      jnnnnAuthor
      Contributor I
      Dec 14, 2023 7:57 PM UTC

      Hi @Corry P 

      Thanks for your reply. Unfortunately the form you sent me doesn’t work and when I fill it out comes up with an error message. What would you suggest instead?

       

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      jnnnnAuthor
      Contributor I
      Dec 14, 2023 9:31 PM UTC

      @Corry P 

      UPDATE: I’ve now contacted live chat for the 5th time who told me to call the hotline and escalate the case to level 2 support. I called the hotline and after being passed around multiple times from support to technical (who cancelled the previous return ticket and attempted to issue a new one) I ended up speaking with someone in level 2 support who said they would look into it with Product Returns and get back to me. I spent a total of 1.5 hours on the phone and countless other hours chasing this up via other means. In short this has been a huge time wasting venture and Sonos need to review their service systems as it shouldn’t take contacting a company over 12 times to make good on a product warranty. 

       

       

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      Corry P
      Corry PAnswer
      Sonos Staff
      Dec 15, 2023 9:26 AM UTC

      Hi @jnnnn 

      In short this has been a huge time wasting venture and Sonos need to review their service systems as it shouldn’t take contacting a company over 12 times to make good on a product warranty. 

      I completely agree! Please be assured that I will get someone to look into this for you. Thank you for your feedback!

       

      Translate
      "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
        jnnnnAuthor
        Contributor I
        Dec 18, 2023 5:07 PM UTC

        @Corry P I’m still waiting on this and to mark the 1 month anniversary of contacting Sonos support I received an email stating I’m no longer eligible for a refund on a product that I was previously told by Sonos I was eligible for. This is ridiculous! 

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        Corry P
        Corry P
        Sonos Staff
        Dec 19, 2023 9:24 AM UTC

        Hi @jnnnn 

        I’m sorry to hear that! I just looked at your case and there was activity on it yesterday - someone recreated the Return Order (the last one was failing), so I’ll Direct Message you the link and RO number again.

        I hope this helps.

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        "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
        jnnnnAuthor
        Contributor I
        Dec 19, 2023 11:35 PM UTC

        Thanks @Corry P but the link doesn’t work and says the RO number is invalid. I received an email with a shipping label however I wanted to select the Advanced shipping option to have the new product sent out so I could use the packaging to send back the faulty item. Can you please let me know how this can be done? 

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        Corry P
        Corry P
        Sonos Staff
        Dec 20, 2023 9:12 AM UTC

        Hi @jnnnn 

        Apologies - that one was my fault! I have sent you a working link via DM, along with a few instructions.

        I hope this helps.

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        "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
          jnnnnAuthor
          Contributor I
          Dec 20, 2023 6:43 PM UTC

          @Corry P - Thanks for your reply but the form still isn’t working and each time I submit the form I get an error message that it won’t submit. 

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          Corry P
          Corry P
          Sonos Staff
          Dec 21, 2023 9:33 AM UTC

          Hi @jnnnn 

          I’m sorry to hear of the continued issues you’ve had in trying to return this Arc. I can see that a supervisor called Atom sent you an email about 5 hours ago, after you posted here, and has taken ownership of your case - they should get back to you by tomorrow. This is an out-of-the-ordinary situation which requires investigation and will unfortunately take a bit longer than expected, but I am convinced we will get this fixed shortly.

          I hope this helps.

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          "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
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