Avid Contributor I

Family Feedback from Christmas

26 replies
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“Wow. I thought this was a stable product.”

”The sound is good when it works.”

”I can’t believe you have to keep resetting the router.”

And from me: “This used to work really well. Now it’s just embarrassing.”

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AjTrek1

I’m beginning to believe the Sonos is NOT for everyone.

That’s a true statement. IMO it applies to wireless audio systems of any brand. Some people regardless of what system they own will not accept the fact that a stable or in the OP’s case a properly configured network is a key factor.

Together Everyone Achieves More = T.E.A.M.

R

Raguu

Enthusiast II

I wonder why Sonos support didn’t spot the issue with OPs wifi or router misconfiguration and walk them through the fix.

jgatie

I wonder why Sonos support didn’t spot the issue with OPs wifi or router misconfiguration and walk them through the fix.

Because Sonos support are script readers. Plus, the OP sounds like one of those types who would insist they’ve tried everything before and refuse to admit it may be the router/network.

AjTrek1

I wonder why Sonos support didn’t spot the issue with OPs wifi or router misconfiguration and walk them through the fix.

Because Sonos support are script readers. Plus, the OP sounds like one of those types who would insist they’ve tried everything before and refuse to admit it may be the router/network.

I agree. However, I believe it’s more so Level 1 Sonos support. FYI, Apple Support at chat and level 1 are script reads as well 😂

Together Everyone Achieves More = T.E.A.M.

Stanley_4

Grand Maestro

Support types have to start somewhere, some never progress past that point, some decide the scripts and their limited knowledge are all there is. The ones you want to hire, promote and keep are the ones that realize their limits and aren't afraid to escalate.

My personal experience in the support world also made "not screaming at rampant stulpidity" a key attribute. Particularly when it was someone on the Battilion or Group staff. The proper answer to the General's secretary was ALWAYS, "That sounds serious, I will be there in 2 minutes." She also had the best candy bowl in the building so not all bad.

I envy none of the folks, on either end of the phone.

R

Raguu

Enthusiast II

I wonder why Sonos support didn’t spot the issue with OPs wifi or router misconfiguration and walk them through the fix.

Because Sonos support are script readers. Plus, the OP sounds like one of those types who would insist they’ve tried everything before and refuse to admit it may be the router/network.

They must have access to the error data through the system diagnostics, so even if the support team lacks technical knowledge, whatever tool they use should provide a clear roadmap for resolving the issue of “wifi signals clashing” as OP was told by support.

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