I have an arc two moves in a Rome, which are only two years old and recently completely stopped working. I have spent a total of six hours troubleshooting, two hours of which on separate occasions I waited the queue for 40 minutes to finally be answered and an hour later they had nothing else for me. This is a horrible way to treat customers and a horrible way to make them upgrade to a new system after only two years because after all, isn’t that the intent? FYI, good customer service means that you call in once and when they can’t find an answer, they escalate it and call you back. You should not ever have to wait in a queue over and over and over again.
Answered
lack of technical support
Best answer by GuitarSuperstar
What do you mean by “completely stopped working”? All four of your Sonos speakers don’t work at all? Have you tried rebooting all of the speakers and rebooting your router and phone?
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What do you mean by “completely stopped working”? All four of your Sonos speakers don’t work at all? Have you tried rebooting all of the speakers and rebooting your router and phone?
"Receive with simplicity everything that happens to you." - Rashi
Strange they all “failed” at the same time. I’d be looking for an external issue that is preventing them from working.
I have kit that I bought 8 years ago that still works fine.
I had them configured perfectly with the TV. The two moves and the roam. Took the ram out because I needed it elsewhere for a couple of months and went to put it back in and that’s when the problem began. The system wasn’t appearing, it asked me to add the products back again, but when it came to the ark, it came up with an error mission And it could not be registered which I reached out to technical support . I spent two hours before I spoke to someone and then an hour before the level one concluded that yes I done everything right and there was something wrong. The remedy seemed to be that I needed to use another phone to configure so that my phone was kept free if that makes sense. Here’s what doesn’t make sense. Nobody has landline anymore and no single person that I know of has two phones. So I had to wait a couple days to find time again and went through the machinations of trying again for another hour before I finally got someone on the phone because the wait time was so long we went through exactly the same troubleshooting as the previous time with the same conclusions. Even though I gave the reference number for the last time, I still had to deal with level one support when clearly this was a level two or higher issue. When he promised at the end of the call because I really did have to go to work email and have someone call me Much to my much is my surprise I was told to phone the main number again and wait in a queue and give you another reference number. Hello it’s 2024. It shouldn’t be rocket science to reconfigure system..
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