I had my Roam for just under 4 months when it just stopped working and wouldn’t turn on. I contacted customer support by phone on 25th August. After taking me through a few troubleshooting steps, they concluded that the Roam was faulty and that it should be replace. They sent me an email asking for details of the serial number etc, which I replied to immediately. I then received an email informing me that:
“You will receive another email from us soon, with instructions for you to confirm your information and complete the return authorization.”
The email never arrived so on the 31st August I contacted Sonos again, this time via chat. The missing email was resent, it contained my return authorization number and a link asking me to confirm the type of exchange I wanted. I didn’t want to pay for another Roam, so chose to return the faulty Roam first, then have a new one dispatched. I was informed that:
“To ensure a successful delivery, our logistics partner will be contacting you via email with a prepaid shipping label within 1 business day.”
The email with the prepaid returns label never arrived, I’ve since contacted Sonos numerous times. It’s been a week now and I’ve still not recieved my prepaid shipping label.
Can someone look into it and send me the return label?