I’ve had an incredibly frustrating experience with Sonos over the past few weeks, and figured I’d share it here.
It all started with an order for a Roam speaker that I wanted to gift. Sonos sent it out, but the product never arrived. After contacting support multiple times, I was promised callbacks that never happened, and no one could offer any meaningful resolution or even track where the product was. Extremely disappointing for what should have been a straightforward order.
But the more pressing issue is my current Sonos setup, which has been completely unreliable. Here’s what I’ve been dealing with:
• My Arc skips and disconnects randomly.
• My Era 300s shut off for 3-second intervals, interrupting the sound.
• My Five can’t even be paired as part of a group without skipping issues.
I’ve called support 5 times over 1+ weeks, sent diagnostic reports dozens of times (honestly, I’m not sure if it’s just sending a bunch of random 0s and 1s because none of this has solved the problem), and yet no one can seem to find an answer. I’ve even had an internet specialist come out, upgraded to a mesh network, switched to gigabit internet, and ensured all devices are on the same channel. Nothing works. Instead, I receive irrelevant feedback from the rep about a mesh network being the issue, even though it is a $700 high speed netgear system. Even more frustrating, they did not believe that it was connected via Ethernet cables and had me video them in to see it!
Support eventually offered to escalate my case to Level 2, but every time I try to schedule an appointment, it’s over two weeks out and the UI glitches, telling me the slot is already taken. So here I am, still without a solution.
It’s honestly baffling how quickly Sonos can take your money, but when it comes to fixing ongoing problems with their products, it’s a constant runaround with no resolution. After dealing with this for months, I can confidently say that I will not be buying another speaker from Sonos.
For those of you considering a Sonos system, be warned: they might work great for the first few months, but good luck getting help once problems start piling up.
