My Play:5 died 2.5 years in, due to a hardware failure as diagnosed by the Sonos team. I spent $500 on that speaker and the Sonos response was to offer me a "discounted" $350 replacement speaker ($850 for one speaker in 2.5 years). Instead of making it right and replacing the speaker, keeping me in the ecosystem, allowing me to continue to build my speaker set (I had full intentions of buying 3 additional speakers in the near future), and continuing to buy speakers as presents for family and friends, I now will spend a significant amount of effort relaying my story to my friends and family. Please believe me when I say that I will make sure that I discourage any contact of mine from buying into the Sonos ecosystem or purchasing a new product, and I hope this reaches anyone here as well.
I can't begin to tell you how disappointed and frustrated I am with the non-resolution to this issue. I tried really hard to walk the reps through the reality of the situation and the company response was to let me walk as a customer and ambassador and become an active opponent of Sonos going forward.
Part of my frustration is that I really enjoyed the product for the short amount of time I had it. I have a Playbar as well and am now just waiting for it to die on me too. I'm also bummed that I will have to move on to another company for products.
Here is what I don't get: Sonos made a very clear decision to move on from me over what amounts to $350. I've already paid in $1,200 for my first two speakers, I've given 3-4 Playbars to friends as wedding presents, and I have given other speakers to family members. I should be a high value customer! Add on my future purchases (not just for myself but additional gifts) and I don't understand how making it right now doesn't outweigh all the future lost revenue, as well as the lost revenue from my negative recommendations going forward. I just can't figure out the business decision there, say nothing for customer service.
I mentioned this to my customer service rep, but if the unit economics are so prohibitive to rectify a true "outlier" like mine (as he said I was), then doesn't this mean that the truth of the matter is that this is not an outlier case and that the company cannot afford the amount of similar cases like mine? That seems systemic to me and a bad representation of the Sonos product line.
Again, I need to let you know how disappointed this makes me. I'm confused at the decision-making process. I really tried to explain this to my customer service rep, and if you guys record calls, I would beg someone to please listen to it - even if it's just for training going forward. I was really optimistic that if I just spoke to someone and walked through the situation that it would make sense and I could go forward as a loyal customer and brand advocate. I'm not sure how to express how much this makes me feel sad and frustrated that this was the outcome. Sorry, this is long-winded and I'm not sure if anyone reads these but this whole process really struck a nerve and hurt me. I feel personally let down and it has really put a damper on my day.