I received a Sonos Roam for the holidays. Upon setting up, the device was malfunctioning. I contacted support who guided me through the exchange process. i received the email stating I would get another email from a logistics partner giving me the return shipping label to get the product back to Sonos for exchange. It took contacting Sonos support 5 times to actually get the shipping label. When I finally received my replacement Roam, the new one that they sent was also defective. Doing a little research, it seems that the Sonos Roam is NOT a reliable product as many many people have had to return it for the same reason.
I first contacted Sonos support to exchange the defective Roam on 1/7/22. Since then, I have been told FIVE different times by s support agent through chat that my return shipping label would be to me by the end of the day. All FIVE times, the label did not arrive.
Currently, in another tab, I am waiting in line to, once again, complain that I do not have a shipping label. In a true testament to bad customer service online, I started at 7 in line. Then, a few seconds later, my place in line INCREASED. How is that fair? I have left negative feedback regarding my experience each time I was with support, emailed the CEO, and tried calling only to be placed on hold for OVER A HALF HOUR.
I do not know what to do at this point. I would simply drive it up to a store to return if that were an option. Being that it is not, I am going to start desperately trying to reach employees that work at Sonos (USA) through googling, Linkedin, etc. Maybe there is a compassionate employee out there that can somehow get my return shipping label to me. MY RETURN SHIPPING LABEL!!!!! Who is this logistics partner? Seems, based on the many posts about this subject, that this partner is not such a good one.
Please, anyone, how do I get a return shipping label to return and exchange this product???
This is ridiculous that I have to post in a message board for the public’s help to get a return shipping label. Was the Roam that bad? Should Sonos have issued a recall on the product?