I purchased a Reburb Sonos Arc back in November during black friday. Received the unit first week of December and immediately had issues with setting it up. Called tech support twice to go through the steps in resetting the unit but nothing worked. I was offered a replacement unit and was provided with a RO# on December 11. I still have not been able to get a shipping label from them. Called in at least 5 times to support and everytime I was advised that the case was escalated to another team and would hear back 24-48 hours later. It is January 6th and a return shipping label has still yet to be sent to me. Unbelievable. I’ve completely lost confidence in the brand and the service team at this point. I no longer want the unit and requested for a refund of my money and was told I need to speak to a customer rep instead. Waiting another 24-48 hours to hear back for my “escalated” case...
Doesn’t sound like a great experience… but here at the forum / community imho nobody can provide help. Sales support team are the only ones who can help you.
Please contact them again…
I feel your frustration as I am also in the same situation . From a search within this community it seems to be a common problem with Sonos CS not providing the shipping labels as promised. I to have lost confidence with the company and can only hope that will eventually get the labels so I can send the defective unit. Too bad as I really like their products but unfortunately they let down their customers when they need it. Actually they people I spoke to were really nice and genuinely wanted to help but somewhere in the system it all get lost. Very disappointing and time consuming for nothing in the end but promises…
Just wanted to provide an update of my case for future readers - after 1.5 months of agony in dealing with the CS team and multiple escalations, I’ve finally received the return shipping label and was provided with a 20% discount code for my inconveniences. Frankly I’m not sure if I will be purchasing another Sonos product after this horrible experience but it is good to know that not all hope is lost at the end of the day because they will eventually pull through, just not within the expected and reasonable time frame that a customer should have to deal with. My advise with Sonos products? Purchase at your own risk.
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