Hi All, 

My Playbar developed the well known high pitch noise issue. Initially, SONOS support was fantastic, within 30 minutes I had a free replacement processed and the shipping labels to send my Playbar to Poland for a replacement to be sent back to me free of charge. 

The Playbar was picked up, no problems, and shipped to Poland by DHL in a timely fashion. This is where the problems have arisen. The package has been sitting at ‘Shipment on hold status’ since the 3rd of December. When I contact DHL to query the hold reason, they say that SONOS is using a 3rd party customs broker to get the package through customs, and that they have no information on what’s happening and cannot assist. They then advised I would need to contact SONOS for answers on turnaround time etc. 

I then speak to SONOS support who initially told me that it had arrived at the warehouse, but was not yet scanned in, and that I should have an email confirming the replacement has been shipped within 48 hours. 2 days go by, no contact at all. I call again and am told that they are actually unsure if the package has arrived at the warehouse, and that they will raise a case against the return to resolve the issue. ‘You will have an answer in maximum 48 hours.’

On theme, 2 days go past and I hear nothing. Spoke to them again today and was advised that I should contact DHL for an update as they are responsible for the customs clearance process. I contacted DHL again, and received the exact same response as before, that they have no control or information about the clearance process as SONOS is using a 3rd party broker...

I’m going back and forth like a yoyo and just want my soundbar back. 

Any advice/tips/help would be great.