Purchased a Sonos Gen3 sub a couple weeks ago and received it a few days ago. Setup the unit and noticed it wasn’t producing bass. Tried factory setting, connecting wired and wifi and tested with various audio sources and nothing worked. Contacted support and worked with someone for over hour going through troubleshooting steps and in the end they deemed it was defective and started an RMA. I asked support multiple times before starting an RMA to confirm I would be getting a new unit since it’s basically brand new (a day old) and the said yes.
I shipped my unit back and received the replacement unit today. I received a refurbished unit as a replacement. I contacted support about receiving a refurbished unit and basically told that I was sent a refurbished unit because they were out of new ones. That’s not good practice. I asked to start a refund as I didn’t pay the price of a new unit to receive a refurb within a week of getting my new unit. Customer support told me I can’t return an RMA unit. So now I’m stuck with a refurbished unit that I can’t return while paid for a new unit.
Have others experienced this? I would’ve expected better support from Sonos. Had I known I would be given a refurbished unit as a replacement of a new unit, I would’ve just return the original unit for a refund.