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Having sent my defective Sonos base to Poland - Sonos have reneged on exchanging it for a Beam as they offered. Is this legal? Or just shocking from a supposedly reputable company?

 

I rang Sonos support for the first time in early August following years of problems with the Sonos Playbase I paid £600 for. Having sent a diagnostic support - they quickly advised it was an issue with the internal Wifi card (a common problem according to multiple sources online) and offered to swap it for a Sonos Beam if I return it to Poland. This was agreed 100%. There was no mention of anything else being sent instead as a replacement. 

I sent my £600 unit back. Eventually I got an email saying a Playbase was being sent?! I emailed Sonos Support to ask why a Playbase was being sent when a Beam was agreed and whether I should refuse the parcel. I was advised they’d investigate with returns why the wrong item had been sent and get back to me. No one did. I was out the next day so the package was dumped at a local shop for me to collect.

With zero comms the next day also, I rang support. I spoke to Francisc D, Customer Experience - Level 2 who also confirmed a Sonos Beam had been agreed and would get back to me. He then emailed later that day saying ‘we currently will not proceed with a Beam Gen 2 as a replacement.’ No reason was given was to why they were not honouring what they themselves had offered.

There was no ‘confusion ‘or ‘miscommunication’ as the email stated. They simply are refusing to replace with a beam as agreed with my Sonos Base now somewhere in Poland. 

I have not agreed to the product they sent me. I don’t even know where it’s come from since it was discontinued a year ago. Assume very old stock at best - a refurbished defective one at worst.

 

I have tried replying to the email from support@sonos.com but you can’t reply to it.

I tried ringing on Friday and was left on hold for 45 minutes with no indication if they’d ever pick up the phone (guess you weren’t keen to chat knowing I was challenging their ).

I tried messaging via the online chat. He said he’d pass on notes and someone would get back to me but 5 days later no one has called me.

 

Thoughts? 

Is it even legal to offer and agree to send one product and then send another?!

 

Luke 

 

Hi @lm1589 

Welcome to the Sonos Community!

Sorry to hear of this nuisance you’ve gone through regarding this interaction with our support team. We aim to do better.

You’ll hear back from the team shortly with what I think will be a satisfying conclusion to this product return process gone awry.

‘You’ll hear back from the team shortly’

Weirdly when I go public - you change your tune and get back to me (having been waiting 5 days).

 

‘with what I think will be a satisfying conclusion to this product return process’

Well ‘satisfied’ in that I’ve got you to finally agree to the return you offered and then reneged on - after loads of unnecessary extra hassle my end.

 

‘gone awry.’

Just stick to what you offer and agree and things won’t go ‘awry’ 

 

 

‘You’ll hear back from the team shortly’

Weirdly when I go public - you change your tune and get back to me (having been waiting 5 days).

 

‘with what I think will be a satisfying conclusion to this product return process’

Well ‘satisfied’ in that I’ve got you to finally agree to the return you offered and then reneged on - after loads of unnecessary extra hassle my end.

 

‘gone awry.’

Just stick to what you offer and agree and things won’t go ‘awry’ 

 

 

 

Oh give me a freaking break.  You act as if this Sonos rep was personally responsible for your problem.  Get a clue, they weren’t.  And even if they were, you can be a little more civil about it.   Personally, if you were this rude to me on a public forum I’d be shipping you empty box after empty box, and laughing my a** off while doing it.   

The Playbase, I gather, was last manufactured August 2020, so was probably at (or past) end of manufacturers warranty anyway. If that is indeed the case, then I’d just be grateful for ‘any’ replacement product and not complaining so much here.

It was quite clear, from the onset, that the issue reported was an on-going matter that was likely going to be rectified by Sonos anyway - sometimes a little patience is all that is needed.

‘You’ll hear back from the team shortly’

Weirdly when I go public - you change your tune and get back to me (having been waiting 5 days).

 

‘with what I think will be a satisfying conclusion to this product return process’

Well ‘satisfied’ in that I’ve got you to finally agree to the return you offered and then reneged on - after loads of unnecessary extra hassle my end.

 

‘gone awry.’

Just stick to what you offer and agree and things won’t go ‘awry’ 

 

 

Corry has nothing to do with your support case, doesn’t make decisions on how to handle your case,  and even works in the same department at Sonos.  Talk about shooting the messenger.

‘It was quite clear, from the onset, that the issue reported was an on-going matter that was likely going to be rectified by Sonos anyway - sometimes a little patience is all that is needed.’

 

As I noted, I’d already received an email saying they weren’t going to honour their agreement and that was the end of the matter. Only because I didn’t settle for this did I get them to honour their agreement.

 

You guys all have logged 1000s of messages on these forums ….  Seem like hardcore fans. Good for you if you can be polite and just take it when you agree something and the other party breaks the agreement and says that’s that.  I personally think it’s dishonest and probably against consumer law.

 

 

 

‘It was quite clear, from the onset, that the issue reported was an on-going matter that was likely going to be rectified by Sonos anyway - sometimes a little patience is all that is needed.’

 

As I noted, I’d already received an email saying they weren’t going to honour their agreement and that was the end of the matter. Only because I didn’t settle for this did I get them to honour their agreement.

 

You guys all have logged 1000s of messages on these forums ….  Seem like hardcore fans. Good for you if you can be polite and just take it when you agree something and the other party breaks the agreement and says that’s that.  I personally think it’s dishonest and probably against consumer law.

 

 

 

Whatever you were feeling, you took it out on a person who had nothing to do with it, besides having the unfortunate assignment of having to interact with you.  Only a child does that.  Grow up, and as you do, try to develop some humanity.

 

‘Try to develop some humanity’ - errr…. yes. Shockingly heinous crime leaving one sarcastic reply on a message board. 

 

Still better to be rude than condescending .

Guess you think you are very superior having spent 15 years writing 25,000 replies on a tech messageboard. Ha ha.

 

‘Try to develop some humanity’ - errr…. yes. Shockingly heinous crime leaving one sarcastic reply on a message board. 

 

Still better to be rude than condescending .

Guess you think you are very superior having spent 15 years writing 25,000 replies on a tech messageboard. Ha ha.

 

I rest my case.

Yes you win (again) Simon.

 

Hi @lm1589 et al

I think this thread has run it’s natural course and is no longer serving a healthy purpose - I’m closing it to further comments.

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