I was on the phone for 3 hours trying to resolve my problem with sonos. It was raised to a level 2 and was promised a reply within 24 hours. 4 days later no reply. Typical Sonos and regard for customers.
Question
level 2 investigation??
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+17Hi
I’ve had a look into your case and it has been correctly escalated to our level 2 team. However, replies from them can take around 3 - 5 working days as they currently have an increased workload, so I’m not sure why you were told 24 hours.
I’ve left a message on the case that you reached out here and have flagged it with the team. If I hear anything about your case I’ll let you know but I expect you to hear anything before I do.
After looking at the case, the support agent who assisted you has already said most of what I would suggest. I saw that you tried from another device, but did you do this after rebooting your network and Sonos system? If not, it’s worth trying again. I also saw that you were unable to add Deezer and BBC sounds, but are other big services like Apple Music, Spotify, Amazon Music, etc, also missing from the Music Service options?
If you could take a screenshot of what you see in the app when you search for or try to add these services and reply with it here, then I or another community member could assist further.
Thanks for the reply.
Yes all the big streaming services are missing. I tried every thing suggested again at least another 6 times.
I'll try again at the weekend. Not much fun and I don't hold out much hope. What used to be a simple system without major intervention to rectify problems. Now so long winded and cumbersome.
I tried again and after taking my sonos 1 and play 3,s back to factory settings again .I had already tried that process numerous times .low and behold a different reinstatement screen came up when adding a sonos 3 which once completed seemed to reset the app giving me access to deezer and all the main players.. That's it going again. I wssn't going try again and was going to get rid of the system . Your e-mail infuriated me and now as they say it's history.
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