Yes, there’s over 28.5 million households here in the UK alone where I live, not sure how many have Sonos products though and there’s probably a couple of handful’s of Support Staff for most companies, so wait times over here, whoever I call, usually involves quite a wait. I’d just try again at a different time/day and hope you get through.

Alternatively, you can post details of your issue here to perhaps see if other Sonos users might be able to assist and maybe they will make some suggestions to help you to resolve the matter, that’s partly what this user community is for.

Ken, I understand the community forum is here to help.  And I appreciate that.

But it doesn’t excuse Sonos not having a simple, “we’ll save your spot in the queue and we’ll call you back when it is your turn” option.  

Well I don’t know too many companies that will call me back, personally speaking, but as I say I’m from the U.K. and used to waiting in a queue often for an hour or two. 
However, the offer always remains open to you if you want to post details of your issue here to see if someone can perhaps assist in the meantime.

I don’t think any of the users around here can resolve your gripe about having to wait for your call to be answered. Clearly Sonos are busy at the moment and call-waiting times can and do vary - I guess some callers get through straight away, whilst others may have to wait during busy periods. 

I’ve seen reports of some issues taking over an hour or two, to resolve aswell in some cases, but I guess it depends on the problem(s) in the first place. 

The callback feature is basically standard in the US.  They save your spot in the queue and return your call, so you’re not waiting on the phone for hours. It’s a big upgrade.

Yes, I’ll end up posting the issue here in the forums, but there are enough moving parts involved that I was hoping to speak to someone, because I’m not sure how much of the info is relevant or not.

I’ll create a new thread for it this weekend.