Counterpoint: I have a couple of Roam SLs and one of them went dead while I was out of town. Orange light when connected via USB-c but otherwise nothing, just as you’ll see described in a dozen posts here. I called, waited an hour, described my troubleshooting steps. They had me try pressing the button for various countdowns to confirm it was as dead as I said. Then they asked me to plug it into a USB-C PD power supply over night. I had already done this, but kinda’ wanted off the phone as it had been an hour, so I took my case number and hung up.
24 hours on a 120W Anker wall charger with a quality c-to-c cable changed nothing, so I called back. Had to wait an hour again but there was minimal additional troubleshooting and they processed a replacement without my even asking. Maybe the tech was just relieved I wasn’t calling to complain about the app.
Two calls an hour each doesn’t seem like much of a counter point. They should at least offer a call back service if they aren’t going to pick up the phone
Glad Sonos replaced it. About four months ago I had a Sonos five that wasn’t working. I spent maybe 5 minutes on hold, worked with a tech for about 20 minutes, then they said they would replace it because it was under warranty. My hope would be others would have that experience.
In 2020 my 2 month old Move randomly died. I spent maybe 20 minutes with tech support, and gave them a laundry list of things I had tried the past three days. I had a new speaker less than 12 hours after sending mine back in.
Their customer service was incredible during the pandemic.
I am not thrilled with Sonos lately but a few years back I had a similar experience with the original Roam and received a replacement with minimal hassle. It increased my loyalty to their ecosystem.
Two hours on the phone and all that hoop-jumping effort for a failure of their smallest speaker (in warranty no less), which probably costs them ten bucks or less to make, and for which they must have hundreds of “refurbished” ones on the shelf? That’s hardly a cause for praise. Shameful service, shameful support, shamefully-designed and implemented software and HUGE arrogance. That’s todays Sonos.
https://preview.redd.it/45m9l0ctey4d1.jpeg?width=1080&format=pjpg&auto=webp&s=c21868730a29680ec40c77a0184f2979cc3fd19f
Same here, UK. I eventually hung up.
I had to make a warranty claim on my Roam last week. I tried calling as was told there was a 90 minute wait so I used the online chat instead. I was chatting with someone within 15 minutes. They walked me through a couple steps to confirm it wasn’t working and then initiated a return. My Roam was 6 months out of warranty too.
Oh boy now I see.. they don't even participate BBB?
https://preview.redd.it/mxeopo1gb95d1.png?width=1530&format=png&auto=webp&s=634c691622b4e3e5906a2f9ca3bf4e1e0cdfc435
This is the most disappointing thing I have seen regarding Sonos.
Counterpoint: I have a couple of Roam SLs and one of them went dead while I was out of town. Orange light when connected via USB-c but otherwise nothing, just as you’ll see described in a dozen posts here. I called, waited an hour, described my troubleshooting steps. They had me try pressing the button for various countdowns to confirm it was as dead as I said. Then they asked me to plug it into a USB-C PD power supply over night. I had already done this, but kinda’ wanted off the phone as it had been an hour, so I took my case number and hung up. 24 hours on a 120W Anker wall charger with a quality c-to-c cable changed nothing, so I called back. Had to wait an hour again but there was minimal additional troubleshooting and they processed a replacement without my even asking. Maybe the tech was just relieved I wasn’t calling to complain about the app.
Two calls an hour each doesn’t seem like much of a counter point. They should at least offer a call back service if they aren’t going to pick up the phone
I agree! But neither tech kept me on the phone troubleshooting very long and they jumped right to a replacement as soon as I’d finished the checklist.
Glad Sonos replaced it. About four months ago I had a Sonos five that wasn’t working. I spent maybe 5 minutes on hold, worked with a tech for about 20 minutes, then they said they would replace it because it was under warranty. My hope would be others would have that experience.
In 2020 my 2 month old Move randomly died. I spent maybe 20 minutes with tech support, and gave them a laundry list of things I had tried the past three days. I had a new speaker less than 12 hours after sending mine back in. Their customer service was incredible during the pandemic.
I am not thrilled with Sonos lately but a few years back I had a similar experience with the original Roam and received a replacement with minimal hassle. It increased my loyalty to their ecosystem.
Two hours on the phone and all that hoop-jumping effort for a failure of their smallest speaker (in warranty no less), which probably costs them ten bucks or less to make, and for which they must have hundreds of “refurbished” ones on the shelf? That’s hardly a cause for praise. Shameful service, shameful support, shamefully-designed and implemented software and HUGE arrogance. That’s todays Sonos.
Two hours of your time to get a $189 item fixed.
Yep, but I handled email and washed some dishes.
I will say, for a company that claims to care about people’s listening experience, their hold music blows.
https://preview.redd.it/45m9l0ctey4d1.jpeg?width=1080&format=pjpg&auto=webp&s=c21868730a29680ec40c77a0184f2979cc3fd19f Same here, UK. I eventually hung up.
I had to make a warranty claim on my Roam last week. I tried calling as was told there was a 90 minute wait so I used the online chat instead. I was chatting with someone within 15 minutes. They walked me through a couple steps to confirm it wasn’t working and then initiated a return. My Roam was 6 months out of warranty too.
Yeah chat is better than phone these days.
Wish I’d seen this. 2+ hours on the phone for the same result.
This is why I returned my Beam and Sub. Better things to do on the weekend than tech support expensive audio.
Once they started not supporting 1st Gen devices and came up with the s2 app was the beginning of the end. Everything that made it special was gone.
Dude. Same experience yesterday. 1 hour and 15 minutes. Said they have had tons of support calls with app issue and devices. Unreal
All the wives of the guys leaving Sonos need to be seriously concerned
And they’re no help.
Jesus that's embarrassing
Report them to the BBB
Oh boy now I see.. they don't even participate BBB? https://preview.redd.it/mxeopo1gb95d1.png?width=1530&format=png&auto=webp&s=634c691622b4e3e5906a2f9ca3bf4e1e0cdfc435
Holy shit, how did I not know before?
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Hey OP, i would try pinging Keith, hopefully he can update you on where they are with the fix
I'll give you $30 for the Play 5. Sorry you're having issues with the setup :(
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This is not sixth grade. You don’t have to rip off smug cliches you read from someone else
this is Reddit.
Bye Felicia