Did you start with the Sonos Product Returns Page? If not, then perhaps see this support link to get you started:

https://support.sonos.com/s/article/5030

Hi Ken,

I wish the Products return page works. I have raised multiple tickets and even finally called customer care by holding for more than an hour. Standard answer - we are facing technical issues and we have escalated, but no response yet.  This is the worst customer care service ever. 

Best,

Ketan

Maybe try Sonos Global Sales instead. Here’s a link to ‘hopefully’ assist you:

https://support.sonos.com/s/global-sales-help

Same problem.

I have been trying to return 1 set of speakers for 3 months now (I received wall speakers but immediately bought ceiling speakers instead). I have waited literally hrs for someone to answer the phone, I have had 3 different customer service reps assure me they would personally take care of getting me a return label. I have only gotten excuses about their return system being down. I even asked for their address to print my own label and pay for return shipping myself but no reply. When I log into my account it shows no orders or return information. Last week I finally got an RO# and was told to follow a link in the email to get my label. The web form where you enter your RO# and email only returned “Error can not process return”. I finally disputed the charge with my credit card which has temporarily credited my account while they work with Sonos to resolve the issue. On top of that I can’t even use the speakers because they still have not shipped the two amps I ordered three months ago. I can’t even look up the amp order because their system shows no order number and $0.00 when I log in.  Makes me think Sonos is going out of business or something major is going on with the company.

Not only does Sonos customer support hold time is a minimum of 30 minutes, they returns page has a 

“ your browser is not supported” message that pops up.

samsung is well aware of these problems and seems to be ignoring them..

Sounds like you need Sonos Global Sales not Customer Support. See earlier link to get in touch.

   After days spent with some sort of useless customer support i’m returning faulty product!  This is Sonos in decline..

so frustrated.  I want to say how much I dislike Sonos now.  (Really dislike Sonos!)

It’s still unclear why were you speaking to Sonos customer support when it was pointed out earlier to speak with Sonos Global Sales if you’re trying to return a product? It’s two different areas of business and GS deal with returns. Did you call them?

Probably trying to resolve the technical issues with the “faulty product” before returning. 

Well @Size did purchase an Era 300 and wanted it to work with their existing S1 system - I’m not sure that technical issue will get resolved. 

I also have had horrible experience with the customer service check my thread 

Hence my use of quotes around “faulty product”