I own and AV company and have installed and sold literately hundreds of Sonos Products.
I have to say the RMA process is a complete joke! I had a bad sonos amp that did not power up and still had to spend 45 mins on the phone doing the most ridiculous troubleshooting steps. Get put on hold 20 times and had to talk like a robot to the agent because unfortunately Sonos has their customer service out of the country.
You would think a company like sonos and all the money they make. That they could at the very least has a US based English speaking customer service and tech support department.
What an absolute joke and waste of time.