Hello Mr. Spence,

I am writing this email because is my last resort before I file a complaint with the BBB in California and the Bussines Equity Board.

I own around 10 of your speakers. I have spent a substantial amount of money on your product. For the past 4 months I have been trying to get a Sonos Arc soundbar replaced.

Your customer service escalation team takes over 3 weeks to answer to email inquiries. Your hold times are always over an hour. The representatives are usually not very nice.

I have been dealing with the agent From escalation for over 4 months. To this day my issue has not been resolved.

I have gone through hours of troubleshooting with your company. I was even asked to take a day off from work to uninstall all the equipment in my house to trouble shoot a speaker that I had been asking to replace because all the troubleshooting did not fix.

Over a month in a half ago, I was sent a refurbished unit. It did not work. Before sending it back, I contacted the agent, for over two weeks via email. Never received a reply, until the item was returned. When the agent decided to reply, I was scolded because I didn't return the product correctly. I tried to contact that employee for weeks to make sure that I did things right, yet he never replied.

Today after over an hour on the phone with customer service, I was told that the unit was being sent today. Guess what? You guessed it...!!! Another refurbished unit coming. Of note, last time after spending over 3 hours with the refurbished unit trying to pair it and link it, I was told a new one would be sent. Of course, that did not happen. 

Please help.

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