This has to be the worst customer support service on the market. Never in a million years will I ever buy their faulty products at the cost they ask, when the support is basically s***e.
Avoid Avoid Avoid. Don't even buy a product from them, once a fault occurs you're doomed.
Moderator Note: Modified in accordance with the Community Code of Conduct.
Hi
Welcome to the Sonos Community!
I am sorry to hear of this issue you have had with your Sonos product, and with our support team.
I have found two cases of yours, and while the newer one seems to have ended with you being asked to move from support chat to a support call for further troubleshooting, it does look like the older case was mis-handled and you should not have felt that you needed to call in again, had it been handled correctly. I have initiated an audit of the earlier case, and the agent will get direct feedback if it is found that they did not handle your case properly.
Please be assured that we do aim to do better. I am going to keep an eye on this and either I will get back to you here, or someone from the support team will do so via email.
I hope this helps.
Hi
My colleague Unal will soon be in touch with you in regards to this, or already has been. I am sure he will guide you through a resolution acceptable to you.
I hope this helps.
Hi Corry
My comments relate not to you sir in general and or you're manager, but to the whole process and to the guy who took my call Friday, who sounded like he was reading from a book, had little knowledge of the product, failed to provide me with an email support reference. Basically he had no interest at all regarding helping me get the support needed.
Also the length of time on the phone Friday, Saturday on the message system and today with yourself including the 30 minute wait time. This did not help.
Regards
Hi
the guy who took my call Friday, who sounded like he was reading from a book, had little knowledge of the product, failed to provide me with an email support reference. Basically he had no interest at all regarding helping me get the support needed.
I concur, and this is what concerns me the most - the agent concerned will get feedback, and probably training too.
Also the length of time on the phone Friday, Saturday on the message system and today with yourself including the 30 minute wait time. This did not help.
If the first agent had done as they said to you they would, you would not have had to contact us again.
We do appreciate the time you spent troubleshooting with us as it is the only way that we can be sure that a) you need a replacement, and b) that a replacement would actually help. Although they amount to the same thing, the former is for our interest, but the latter is for yours. The waiting times are starting to come down now, but they have been high since May.
The fundamental problem is Sonos’s unreliability. It is awful, constantly requiring resets, updates, fault finding or hunting for solutions online. When it works it is slow and unresponsive at best. Speakers refuse to leave groups or sit in groups but won’t play. Music source obstinately refuses to change - eg I was playing Spotify on the Roam speaker last night and this morning try as I may could not change the source to BBC radio. Audio assistants (eg Alexa) previously installed inexplicably disappear. By far and away the worst piece of commercial software I have ever come across. Never, ever buy Sonos. I certainly won’t again. It just shouldn’t be this hard.
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