replacement process nightmare

I was wondering if anyone else has had a problem with the replacement process? A few weeks ago one of my Sonos components started sparking and shocked me while I was dusting the unit. I called customer service and after escalating the issue to llevel 3, I was promised a replacement. I wanted to prepay for the 1-2 day replacement but something was wrong with the system and I had to do a standard return. The warehouse sent me an email on April 10 letting me know my return was received and I’d be receiving my replacement in 1-5 business days. It is now April 22. I’ve not received a tracking number or my item. I called and emailed several times and have gotten the run around about needing to escalate the issue to the back office for review. This has been done twice and each time I’ve been promised to be contacted within 48 hours with a resolve to my issue. No call. No email. No package. Is there another number to call to get this resolved? I’ve wasted hours trying to get assistance. Any help would be greatly appreciated

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Hello @Wlochnessmonster, welcome to the Sonos Community!

I am sorry to hear about your experience with our return process.

I had a look at your escalated case and requested an update for you.

I hope you will get sorted soon and thank you for your patience.

@Sotiris C., thank you for your prompt response. I hope it gets sorted as well. I’ve contacted customer service more than 10 times regarding the issue. I’d love a tracking number if you can get one for me. I sure would appreciate it. I’ve spent way too much time trying to get information and have been told the same thing multiple times with no resolution.

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