Sonos

My experience with Sonos support – disappointing treatment despite great products I've been a loyal Sonos customer for years, with seven different products in my home. I chose Sonos for its quality, design, and ease of use – even though their app often gets criticism. Unfortunately, I recently found out what happens when you actually need help from their customer service. One of the rubber feet on my Sonos Sub was missing straight out of the box. I contacted their support team expecting a simple fix – after all, it's a small part on a premium product. But instead, I was met with cold, scripted responses, no real attempt to resolve the issue, and a total lack of respect for my language preference. Eventually, I was offered a discount voucher – but with so many restrictions that it felt more like a way to get rid of me than a gesture of goodwill. When I expressed my frustration, I was told that they had already "gone above and beyond." As if my loyalty, my time, and my experience didn't matter. This was never about money – it was about being treated with basic respect. I've never been dismissed so bluntly by a company whose products I genuinely like. I'm sharing this so others know how Sonos handles things when something goes wrong. I hope Sonos sees this as an opportunity to reflect on its customer service, sense of responsibility, and most of all – how it communicates with real people.

Yes, Sonos is expensive, but you get what you pay for in this case. Best sounding, most versatile, best value one could ask for. I have had Sonos for 3+ years. Would never return to the conventional wired system ever again.

I ordered a speaker from the Sonos website a month before Christmas. As the weeks passed and no speaker arrived, I heard nothing from the company. So I contacted them and got a vague reply that it would ship soon. The speaker did finally ship, but on the day of delivery the truck driver could not find the parcel in his truck. I contacted Sonos (by email) to notify them that the parcel might be lost. This is an excerpt from their reply:

"As we state on our website, we unfortunately cannot take responsibility for any lost packages, however, if it is lost we can assess if there's a way to help you out."

Really? They ship an item out, it will take no responsibility if it is lost in transit? How is that even legal?

I will never order form this company again. Horrible people.

While I'm passing out roses, here's a big bouquet for Sonos, the wireless sound system people. I am a huge Sonos fan:; great hardware, coupled with brilliant software, and backed up by faultless tech support. I was once on the phone for two hours with some Sonos guy in Boston. He said he wasn't quitting until the problem was solved. And he did solve it. And it turned out that it wasn't really a Sonos problem but some bad mojo between my ISP and my router.

Over the last couple of years, the Sonos system has become pretty bulletproof and I haven't had to call for support. Now I get all the support I need from their huge, pertinent forum.