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

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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 PAnswer

Sonos Staff

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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Mythicbeast

Avid Contributor II

Very Happy to report receiving my replacement Arc today.

3 weeks, 5 days after initial trouble call to Sonos. I guess not bad with the holidays and all. Maybe.

BUT, Sonos still needs to redirect some resources to complaint communications.

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Mythicbeast

Avid Contributor II

Final Resolution

The replacement Arc suffered the exact problems as the old one, occasional random loud bursts of static and garbled/echoed TV sound.
So, I dug further into the forum and found a few posts about others having similar Arc issues.

Bottom line, I pulled the Ethernet cable from the Arc and now operate my Sonos system on straight Wi-Fi.
No problems for the past week…

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