Sonos Customer Support Experience

Hello

I just want to share a positive experience I recently had with Sonos Customer Support. In doing so I’m not trying to set expectations as each case has its own set of variables that have to be evaluated before a decision is made.

Recently, one of my Roam 2’s purchased in July of 2024 failed. Needless to say, I was not a happy camper. 

Per instructions shown here I contacted Sonos Support and provided the required information (email address and serial number of the unit). I explained that the LED Battery Light at the base of the Roam 2 was flashing red.

After trying all options to revive the Roam 2 it was determined that the speaker was defective. The Customer Service Representative informed me that unit was out of warranty. However, she volunteered to submit a request for a warranty extension. No expectations were set except to say that a decision would be forthcoming within 24 hours. I was given a case number and advised to call the next day.

Upon calling I was informed that the warranty extension had been approved and asked how I would I like to proceed with replacing the unit. To explain…replacements can be fulfilled in one of two ways:

1. Normal_The defective unit is sent back via a provided RMA/Return label and once received the new unit is sent. The process can take as long as 10 days.
2. Expedited_Sonos places a hold on a credit card for the cost of the unit which typically takes 1-5 days to receive. The hold is released when the defective unit is received via return RMA shipping label.

Being impatient I chose Expedited. To put everything into perspective, I contacted Sonos Customer Support on June 1st and received my new Roam 2 on June 5th. FYI, the unit is new and not a refurb.

That’s all. The new Roam 2 is setup and part of my Sonos System.

As I said in the beginning, I shared this not to set expectations as each case will have different variables to be considered. Suffice it to say that Sonos does stand behind its products (standard warranty or discount toward a new purchase) and on occasion; based upon whatever metrics used, will make product replacement exceptions for customer satisfaction!