General feedback and conversation

Hello all, 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 represent

Fantastic experience returning my Era 300. I followed Sonos directions for returning merchandise and the day they received my return they processed my refund.  Customer service was quick to respond to my questions and provided helpful information. On 2 seperate occasions I had issues with my orders, both were problems I created. Customer service was excellent in helping me and I have no worries should I need assistance in the future.  All in all, my experiences have been positive and their customer service is a model other companies should strive to emulate.

Current groups setup for alarms is ridiculous. If there is a reason that Sonos can't set up alarms with groups attached, please let us know. Thx

Hi All, please can anyone shed some light on this for me please. I'm an avid listener of Armin van Buuren. On  Fridays he has a radio show called  ASOT ( a state of trance) which I listen to for the last couple of years.  Can someone please explain why this suddenly does not show up on any of my search results, it has simply disappeared from Deezer, it also used to be under‘Discography’, but no longer to be found anywhere? I’m really disappointed as it is theonly thing I listen to every week. many thanks in advance.  

Literally! After the SONOS website failed to process two of my orders in the past three weeks, its customer service team once more appalled me with their belligerent behavior. The outsourced team couldn’t care less about customer experience. They were the most impatient, most rude, and the most infuriating customer service staff I have ever encountered.On a separate topic, the SONOS website is seriously f*** up. After I updated my profile info, the field I tried to change remained the same while the website notified me that my profile was “successfully updated”. And when my orders didn’t go through, the website still gave me a confirmation page stating my order “has been successfully placed”.It seems nobody at SONOS cares about customer experience. What a shame and absolute disgrace!Moderator Note: Removed email and order number as personal information. Modified in accordance with the Community Code of Conduct.

I need to forget the current system, ie Living Room, that I have created and start over. The command:Settings>System>Forget Current Sonos Systemis not available on the Sonos S2 appHow do I forget a system?  

Hi,since volume could not be change with physical bouton on iPhone with iOS, it would be great to add logical bouton (-) (+) to action volume step by step. Slider is very sensitive when volume is low and could be hard to set.any tips with that?

When I go through the “Recently active” link and start opening all the posts I have not yet seen I get to around 25-30 and suddenly pages stop opening and I get a Cloudfront “blocked” message instead. If I go do something else for a couple minutes I can return and reload the blocked pages with no problem, well unless there too many.Bumping the limit to 50 wouldn’t impact the forum’s security much and would be far less hassle for me.

My medical plan pays for a subscription to the Headspace meditation App.  I see Calm Meditation is lusted as a Service.  How does one suggest an Service gets added to the Sonos App? Headspace used to be an Alexa skill but it was dropped. 

Hi folks. I recently purchased a Sonos Roam but on delivery decided I did not want it. Box not opened. On printing the docs it is being returned to Poland. Is that right given I live in the UK. Also, the pro-forma invoices show I paid USD 68.97 when I paid GBP £134. I am concerned I am not going to be refunded the correct amount!

It’s seemingly impossible to get someone on the phone to assist with buying a Sonos product in Europe.  I have upgrade credits I want to use - forget the fact that I’m 95% sure they cannot be combined with Black Friday discounts - however, I simply can’t find telephone sales support. This company seems to be in ruins, generally.  The amount of technical support I needed just to reconnect an AMP after changing a WiFi router alone, was a poor enough experience for me to never buy another Sonos product.  Now they won’t even let me buy one since I can’t use an upgrade coupon. This would all be comical if it weren’t so ridiculous.  Help please. RDF

I didn’t save the box my Sonos Move came in and I have to return it?  Any suggestions for a secure box?

To hell with Sonos.

Error message that Bridge 2 is not registered but I don’t have a Bridge 2 (used to have 2 so 1 and 2). Now have a Boost. Turn wifi off and on which fixes it until the next time. There is no Bridge 2 showing in System.

I ordered an arc, sub and two era 100’s. The arc had a loose screw or something right out of the box. I never connected it to my system. When I picked it up I could hear the screw rattling around inside. So, I went to the return website and started the return. I got an email with a shipping label but could see nowhere to request and replacement. I didn’t want to just return it I wanted a replacement that didn’t rattle. So I ended up calling support. Spent 45 minutes on the phone explaining I wanted a replacement and not a refund (used a 40% off coupon to order). I was told that I already requested a return and all I had to do was ship it back and around and around. Transferred to a different rep where I had to go through the whole story again (you already requested a return etc etc etc). Finally the second rep understood and pushed an email where I could enter the RMA and request a replacement. Perfect. Except… the website was broken. I would enter in the info and when I hit the submit

How do you get customer service to honor the return policy?  I have 2 speakers I returned… one 5 months ago, one 2 months ago.  I have proven with the tracking number they were received at the warehouse, but I am not being refunded.  Has anyone dealt with this and have a contact?I have 6 SONOS speakers in my system and was a very happy customer but I can’t believe how I’m being treated when I did everything right and have proof that my speakers were sent back and received, yet no word from SONOS.

Will there be a Black Friday sale on the Sonos website? And if the answer is yes will it be for all locations?

it was early morning and we just turned on morning shows for our kids when all of a sudden the tv sound turned off and the Sonos voice (or one similar) said in a deep male voice on the arc  “hello?… hello?… I know you can hear me.. you see we’ve known each other for..” and then I just impulsively said ALEXA STOP. Our young daughter was there and I was livid that a tv / speaker system that we trust in our family and around our children would let in such unwelcome energy. I have no idea where that voice came from and I’m disturbed to think what else would have been said in front of my kids if I wasn't there to stop it. I looked it up and its not the beginning of a song, it wasn't something accidentally played on our spotify, and it definitely didn't sound like a random response to a command. so it sounds like a hack to me. I’ve see Sonos hacks in other online forums but not a ton. Has anyone else heard of or experienced this? Home (sound systems) are supposed to be a safe place. I am dee

This was requested in the past as a bitrate and codec. I’m requesting something similar to when playing video. For video we get Stereo PCM, Dolby 2.0, Dolby Atmos, DTS, Etc. For music, we should have a similar display for.wav, 24-bit, 96kHz MP3, 320kbps, 44.1kHz FLAC, 24-bit, 48kHz FLAC, 24-bit, 96kHzThis helps us clear up the audio qualities coming from various sources. Playing music from Tidal app on an iphone, playing direct to the speaker may or may play at the same quality as Tidal direct from the Sonos app. Pandora Via Apple Airplay from the app may not play as high quality as from the Sonos app. Some people prefer not to use the Sonos app for various reasons but don’t know what quality they’re getting from the source due to it being stereo. I think this would be as helpful as finding out you’re getting Dolby Digital plus 5.1 vs. TrueHD Dolby Atmos. 

Have a non Sonos question but in reference to AT&T’s fiber optics internet . So I have a house full of Sonos and have no issue with my WiFi. I have AT&T’S fiber optics 500 speed, and I can say it’s been great, which replaced the cox cable that was slow and constant issues. So I just got the AT&T 1000 plan ( only $15 more) and to my surprise, the speed is slower than the 500 speed plan I had. I’m reading others have the same experience. So I’m switching back to the 500 plan. Anyone experience this or know why it would be slower? 

I recently bought an album on Bancamp in FLAC format. I cannot play it as the sample rate is too high. All the other FLAC albums I bought at the same time are fine except this one. I have the option of downloading the album again in a different formats including ALAC and MP3 320. I was wondering if anyone had any suggestions about which would be likely to avoid this problem and would be compatible with Sonos. Thanks in advance.

We really enjoy the Sonos products and our system was working quite well up until 6-9 months ago. There had always been the occasional issues, but about 6-9 months ago these issues have occurred quite frequently. Each week we experience at least one issue, most notably Sirius will not play (unable to browse, or unable to play), and sometimes Spotify stops playing. Our system:Sonos One SL (pair, configured as single units)Play:3Connect:AmpWe’ve gone through all of the suggested troubleshooting flows and nothing seems to make it better. Sometimes reauthorizing Sirius will temporarily resolve that issue, and sometimes ensuring all Sonos controllers across all devices are up-to-date helps, but not always. I am not sure if these issues are related to Sonos, or the the services. Whatever the case we have spent a lot of money on our system, and are (by requirement) giving our data to Sonos, so I do have a basic expectation level that everything work. Just posting this here in case others are

Hi fellow Sonos fanatics.  Thought I’d share my recent experience with you all.  Some of you may know that I’ve been a long time fan, advocate, supporter, beta tester of Sonos.  My default inputs and posts on here are mainly around products reviews or helping others with questions.  Well recently I noticed one of my gen2 subs in my dual sub, arc, era300s setup went dead all of a sudden. I’ve tried using other gen2 sub power cords, it just wouldn’t power on.  The sub was bought brand new from bestbuy 3 years ago and had been kept indoor never been moved.  It is also the set used for beta testing.  I reached out to Sonos hoping to get it fixed because I am confident that the issue may be a loose end on the inside of the connection causing the current not going through. The sub is in pristine condition.  And fyi I own 7 subs in total from gen1 to gen3 and mini.  After a week of multiple communications via phone and email with different levels of Sonos customer support team, they decided t

We listen to local radio stations using Sonos in our dental office. How do we eliminate commercials? There are a few embarrassing commercials while seeing patients?