I called customer service on November 6th and explained that I’m intersted in buying a Sonos system and seeing that Black Friday was coming up I wanted to know if Sonos would price match if the products I bought would be discounted during Black Friday. I was told there is a 45-day price guarantee, and decided to buy the system on November 6th.

Around November 24th or so the Black Friday discounts was announced and when I contacted customer service again on November 25th the price guarantee turned out to be a 45-day money back guarantee, which is not the same thing. I explained my case to the customer service representative who told me that I need to talk to the sales team. He registered a case for me and I got a mail saying it could take up to 7 days before I hear back because of high contact volumes.

I waited for 14 days, heard nothing back and then tried to call you. I waited for 2 hours in phone queue before hanging up. At the moment I’ve been waiting for 34 minutes. The 45-day return window runs out in a couple of days and I need a repsonse before that or I’ll schedule a return.

I wish someone would have been clearer when I called ahead of placing my order and told me it’s not a price guarantee but that I need to return the whole system and then place a new order during Black Friday. Obviously that is a big waste of time for both me and you and I would just have waited until Black Friday.

Giving you a day or two more before I schedule a return. You should be able to find all my contact details on my forum profile if you wish to get in contact with me. 

Edit/Update: 

Customer service picked up after 55 minutes in line and my problem was resolved in less than a minute. Sonos agreed to price match.