Sonos Return/Replace Issues

Hi ​@Guacamole Jones 

On rare occasions, user error on behalf of the Agents can disrupt the queue placement, but as it does occasionally happen, and as you have already been waiting more than long enough, I just want to avoid any possible eventualities that may make things worse for you. Agents are expected to click a button in the management software that we use that takes ownership of a case when a customer calls in and quotes a case number, but if the case is already escalated, that button de-escalates it. It is sometimes clicked by accident (habit), and the more someone calls in when their case is escalated, the more likely it is that the case will be accidentally de-escalated (which is when the queue position is lost).

I appreciate that thank you.    I’ll be patient for a few more days   😀

Being patient.   Still no word.  

Hi, I still have not received any word from the Returns department

Hi ​@Guacamole Jones & ​@openEyeSignal 

Thanks both for letting me know. I shall see what we can do for you both.

Thank you Corry.   Trying to be patient but have to admit it seems like a big black hole.  

It’s taking all of my effort, not to call them.  LOL

Something has to give this is getting ridiculous.  Seriously is there a problem at Sonos right now?

I am a quality improvement person.    I recognize a broken system when I see it     My only other option is to think that Sonos never really does want to resolve this and is just stringing me along      Instead, I think somehow, my case fell out of the system and nobody’s been able to figure out how to make it right    After all, all that really needs to happen is they need to ship a speaker

I broke down and called them a few minutes ago. That was a mistake.   The system is made for the supervisors to hide behind the front line, and everyone is insulated from the broken system      It’s what allows for no resolution    No one takes ownership
 

corry I don’t blame you and I believe you are trying to be as helpful as possible.    I believe the gentleman that called me back on the sixth was trying to be helpful as well    He has disappeared, And nothing is getting done   The person I spoke to today said nothing has happened or moved forward since the sixth    Some escalation

This is getting really discouraging

Hi ​@Guacamole Jones 

I will again see what I can do for you, but please be aware that you are in a queue - an amount of waiting is to be expected. I agree that you have already done more waiting than is considered acceptable, but it is entirely possible that others have been waiting longer and that they should therefore be served first. I am not sure what the issue is. Please also be aware that I am in Europe and so are all the staff I know - we’re having to leave messages for people in the US for when they awaken.

Thank you Cory.  I do appreciate your help.   I don’t wanna jump ahead of anybody, but I somehow don’t think this length of time is normal and everyone is waiting this long.   
 

All they need to do is send the speaker out, or tell me when it will ship out and then follow through.   It would seem to be a core part of a fairly simple business    
 

I honestly believe I fell through the crack somewhere