Is customer support at sonos terrible?

Every time I’ve needed to call in, I’ve found them to be acceptable. Perhaps my expectations for support from minimum wage folks is slightly different than yours, though, but I’d also not want them to double the cost of their speakers to be able to provide ‘too notch support’ at every call. 

Hi Bruce,

just checked out your account, looks like you work for Sonos with all 35000 replies on the message board, I’m not sure you can speak from experience or not have bias here. 
 

I am sure they are very capable people, however todays session has forced me to reach out to senior stakeholders at Sonos 

Let’s not have any of the “paid shill” accusations please. @Airgetlam is one of the most voluntarily helpful users here. Sonos staff are clearly marked, with “SONOS” emblazoned across their mugshot.

If the system diagnostic showed network issues in the vicinity of the speaker then that’s completely plausible. 

Okay so yourself and airgetlam both post 30k voluntarily on the Sonos forum page? 

In my case I’ve been here for over 15 years, was an earlyish adopter, and for 5 years user-moderated the old forums which took rather a lot of posts. Next accusation? 

If you’d like assistance, describe where the speaker is, what it’s next to, what WiFi channel it’s using and so forth. If you’re here just to let off steam, well that’s already been achieved.

Right, so you’ve been writing 5.5 posts a day without a break, for the past 15 years, voluntarily?

Think you’re missing the point, I need support with a faulty system and I’m asking people for help with customer service based on their experiences… not peoples opinions on the customer service 😂

Excellent maths. Yes, it was voluntary. I was an early adopter/enthusiast. And like I said:

This is primarily a user-to-user community, though of course us mere customers no longer have access to system diagnostics. Sonos staff do look in, and sometimes will reference such diagnostics to make suggestions. Often as not they’ll point a poster back to Customer Service…

Listen, we may be able to assist. Maybe not, but we can try. There have certainly been a few situations where the collective wisdom here has helped. If you could describe your Sonos system and network it could at least get us started.

If you have another SONOS speaker, what happens if you physically swap them?

In order to offer any meaningful help, we’ll need more information about your SONOS system, your network, and other nearby wireless gadgets.

With respect to the “interference” reported by SONOS Support, this was indicated in the diagnostics. Unfortunately, interference varies from point to point in three dimensions and support cannot send a magic bullet and make it go away. If we had more information, we can make suggestions. It’s possible that moving something a foot or two will improve the situation.

I’ll mention a big problem that I had in 2005. The system was intermittently barely functional. I started keeping a log and it quickly became clear that daytime use and some evenings were fine, while other evenings were bad. Sunday was very, very bad. I slipped a copy of my log under my neighbor’s door, along with a polite note. A couple days later the note returned with annotations. She sometimes traveled overnight for business and called mom on Sunday. She was using a cordless phone system known to cause severe WiFi interference and one of my SONOS units was on the other side of the wall from her favorite chair. I rearranged my system to avoid placing a wireless unit at that spot and my issues were resolved.

@Bradley Foley, 

Yet another non-paid volunteer here, willing to help too.

Here’s a place to start if it is a wireless interference issue:

Document: https://support.sonos.com/en-us/article/reduce-wireless-interference

YT Video:

Thanks for the support, however we are missing the point, the equipment is faulty and has interference, not one or the other, tried to raise this with Sonos constantly. 
 

yet they refuse to acknowledge the outcome being anything other than interference. To the point they left me on hold for 90 minutes until the day was completed, tried calling back to no dial as they had shut for the day…

I have raised with trustpilot, it’s my fault I should of done my research prior and realised that they were not a trustworthy company with 1.5 rating.