Is Sonos RMA really this bad?

Question

I got approved to RMA my Sonos Aces because they are falling apart but the process has been horrible. At first they were going to send me a shipping label which never arrived. Then they did the shipping label correctly but the courier never turned up to pick up the package (I know, I sat at home all day waiting).

On top of that it is not being sent to Sonos in Poland. Instead its going to some guy in Melbourne that works for AirRoad.

I have reached out to the same support person again and I have not heard anything in 17 hours and after reading about people never actually getting their product back and it disappearing is it just better to consider Sonos to be terrible and go with a competitor from here on out? If so, does anyone recommend one?

Cheers

Schlumpf · Answer

I never made such an experience with Sonos nor have I heard from other people. I could imagine, you became a victim of pishing emails or something else. Where are you located? I recommend to call Sonos support by phone and ask for second level support to check this.

Edit:

I took a look at your profile and saw you are located to New Zealand. So I could imagine there are other RMA rules as for the rest of the world.
But anyways I recommend to talk directly to Sonos support for clarifying.

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