Skip to main content

Hi, I had an issue with my Sonos ERA 100, the device is 9 months old, so Sonos agreed to replace - I was sent a RMA / postage label, and sent item off to Poland.
 

The item arrived at Poland warehouse 9 days ago as per the UPS tracking, but I haven’t received any email from Sonos to advise item has arrived or when a replacement device will be sent out.

 

I have phoned Sonos support to request an update but am just told to wait a few days longer - but it’s been nearly 3 weeks since this process started so really missing my Sonos.

 

Is this experience normal, and how long do people typically wait from faulty item being delivered to Poland warehouse to when a replacement device was received?

 

Thank you in advance.

 

 

Hi there. Going on comments here from the community three weeks is not long, however that doesn’t make it right. If you haven’t heard in another week get back in touch with customer support & demand a refund, maybe that will move them on faster. I also have an he 100s & love them. Good luck for the future 😀

Thank you for response - I did see some posts on here about problems getting the Sonos to Poland (long delays or items returned as custom slip lost), but was hoping once it had finally arrived the returns process would be much smoother 🙁

Hi ​@MC99 

Welcome to the Sonos Community!

Sorry to hear of this delay - it is definitely too long! Our apologies!

I have asked internally for someone to look into your case for you. I cannot give you an estimate for when you will hear back from us, but if you don’t hear anything in a few more days, please let me know here.

I hope this helps.

Hi ​@Corry P 

Thank you for response, sadly l've not heard any more and am still in the dark on when I may receive a replacement Sonos device.

I have contacted Sonos support a few times now, but have either been misled or palmed off and told to be patient and wait a few more days. It seems issue was my device was wrongly processed as an out of warranty return, so no replacement order was generated - I have been told this is being rectified, but still no info on when I might receive a replacement device.

Anything you can do to help here would be greatly appreciated as getting very frustrated with the returns process 🙁

Hi ​@MC99 

I am sorry to hear that you have still not heard back from us, and I can see that you called in again just 1 hour ago.

As of half an hour ago, there is now a note on your case explaining that your replacement has now been organised and you will receive an email from UPS or DHL once they physically collect the parcel - this should be by the end of today (European Standard Time).

Our apologies again for the delay.

I hope this helps.

Hi ​@Corry P
Thank you for help, after 2 weeks of zero progress there was a flurry of emails yesterday and my replacement Sonos Era arrived today.

Really pleased to have finally resolved issue - just a shame it took multiple emails, phone calls and posting on here to get there..

Hi ​@MC99 

Glad to hear you’ve got your replacement, and thank you for the feedback!

Terms & ConditionsCookie settings