Sonos Return/Replace Issues

Posting this only once wil suffice though….

I replied to two other people’s threads and then got to thinking. I wonder if they’re just having a problem right now.   That’s why I posted this one.   I’m sorry if that’s problematic

I just got off the phone with Sonos customer service to start a warranty-covered RMA of an Amp that is slightly over a year old, and seems to have a fried power supply (I can hear the relay repeatedly click when power is connected, but no light ever comes on nor does any Ethernet/Bluetooth activity ever occur).

Got the email to “Process my return” shortly thereafter, that the rep mentioned, and it contains my RO reference number. But when I click on the button and enter my email+number, I get an error in my browser:

Error notification.

Authentication Failed

This return is already in progress, and can not be changed.

Anyone else see this? Would love to get a return label for this e-waste…

Hi ​@openEyeSignal 

Sorry to hear of this strange behaviour you’re seeing with your return. I have asked someone to look into your case for you - please standby for an email from our Returns department.

I hope this helps.

I do believe I found somebody at Sonos that is trying their hardest to figure out what is going on with my case, but he has no answer as of this point.  Nice guy and at least sounds interested.  
 

It’s really a very simple thing to ship out the replacement speaker, I ship back the defective one    Yet for some reason, Sonos just can’t get the replacement shipped out or give me any sort of timing    It is so strange    Everybody, I talk to no matter what the day says they will escalate and wait three more days   
 

case ******** if anyone at Sonos is interested.   There seems to be a lot of confusion there in the left hand, not talking to the right intentionally.  Can anyone at Sonos tell me why this is so difficult?    I keep suggesting there must be a system glitch but nobody I talk to thinks that’s even a possibility    To be honest, I don’t think anybody’s been working on it    Every time I call they say well we haven’t received the other one back yet and then we start over with. I chose the advanced option and they’ve got a hold on my credit card already.   
 

I suppose I could pack up the old one and mail it in, but I’m guessing that might cause more problems    Even if it is a system’s problem, you would think a person would be able to make things right.  
 

It’s not the end of the world, and it’s becoming amusing now

Moderator edit: Case number recorded and removed

Hi ​@Guacamole Jones 

Apologies - I did look into your case when you opened this thread, but forgot to get back to you about it.

I did see, however, that there was nothing that I could do for you at the time - you were in a queue to speak to someone that you have now spoken to.

It does look like that person you spoke to now has things in hand - if you do not hear back soon, please let me know here and I’ll see if we can get something actioned for you without you needing to wait on hold again.

I hope this helps.

I appreciate you looking into it.   Is there something weird or unusual going on with my case?    it seems like a simple thing, I was approved to have the new one sent out and then will send the old one in.   
 

yet for some reason, nobody can tell me when the new one will get sent out. Even the person I spoke to hasn’t been able to get any information    
 

 I apologize if it sounds like I’m trying to be difficult. I am not  I’m just looking for a very simple answer to a simple question   When will this ship ?

And I do want to apologize for coming across as a Karen.  I am not   At least not normally    I’ll accept whatever the answer is and whatever the timeframe is     It’s the lack of communication and expecting the customer to just sit tight with no information that is frustrating.    It’s a fine line between poor customer service and Karen lol.   I guess it’s a two person dance

Hi ​@Guacamole Jones 

No worries - you did not come across as a Karen! And, it’s only understandable that you’d expect more info within the period you were instructed to expect more info.

I cannot personally determine what has gone wrong, no - I’d need to be a member of the Returns team to be able to do that, and if I was one of those, I’d be able to resolve this for you!

I can only reassure you that your case will be dealt with, but that there is a queue. It can at times be the case that if someone calls in when they are already on a queue, that they will be removed from that queue when they give the case number. Ideally not, but it can happen - as a result, I recommend that you do not call us back. Instead, if you have still not heard back regarding this situation by Thursday evening, please let me know and I’ll get a supervisor to look into the case for you.

Thank you!   Odd process but good to know.