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.  

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

Hi ​@Guacamole Jones 

Please be assure that this is not the normal state of affairs - I am sure that your case is an exception, though I do not understand why. It is for exceptional circumstances such as your own that the queue exists - I am sure that many transactions have gone without issue in this time. It may simply be due to a typo in your address or something similar - I’m sure the Returns team will sort it for you once they do come to your case.

it sounds like they might ship it in 2 to 3 days.   

Hi ​@Guacamole Jones 

Glad to hear it! Thanks for letting us know about this issue so we could sort it out for you, and for updating the thread.

Hi ​@openEyeSignal 

I understand you have also now heard back from the team? Thank you to you to for letting us know about this issue needing resolved. I hope it’s all underway now.

Looks like a package may arrive tomorrow.   I actually think my email to ceo@sonos.com is what broke the glitched loop.   We’ll see what’s in the box 😀