Sonos, Inc.

Complaint:
I am rejecting this response because:
I had extremely limited internet availability due to a week trip to a remote area. I have just returned home to find that this case has been closed by the Revdex.com. Please know that I did have an initial contact with Sonos representative *** whom I told I would not be able to communicate until the end of the month for the above reason.I will reach out to *** now that I have returned and will update you on any progress with my complaint. I hope that Revdex.com can still assist me with my complaint to Sonos if we are not able to resolve the problem ourselves
Regards,
*** ***

We purchased Sonos to manage our entire homes audio system Unfortunately, there are known bugs that are causing us to regret our decision
Our media room has the Playbar, Sub & Play 1's for surround sound Unfortunately, there is a bug that causes the sound to skip occasionally when watching movies or tv using my Samsung JSTV Sonos says they're working on it, but there is no solution WATCHING TV AND HAVING THE SOUND DROP IS AWFUL AND RUINS THE EXPERIENCE
I requested returning my devices but I'm outside of the return window...partially because Sonos pretended like there was no issue when I first contacted them and after many back and forth emails the time window passed

C**plaint: 10671674Actually the c**pany has not resolved anythingR*** basically told me that your c**pany will never refund any moneyI don't believe I ever spoke to T**Assuming that your story is true and it was a fraud charge fr** a person outside the c**pany - you should have retuned the money since you never even gave/lost any merchandise anywaysYou have no reason whatsoever to keep any moneyUnfortunately we needed to initiate a dispute with credit card c**pany and have them forcefully remove the funds fr** your c**pany (possibly they treated it as a dispute or as fraud)Currently it is under investigationLuckily we use a bank that works easy with their cust**er, otherwise we could have never seen the money again as what happened to us in the past with a small bank that we use to used(I don't recall ever speaking to "T**".)
Regards,

T** *** did finally talk the consumer into reporting fraud to his bank/Credit Card company. As of the last phone call they had on June
"">rd I believe, he had reported this to his bank, and should be all good by now. We regret he had to go through thisSonos, Inc

We reviewed the incident internally and decided to reimburse the customer the restocking fee he has reported he is owed.
sans-serif;"> At our instruction, on Friday, 5/29/2015, Sonos Finance Department cut and mailed a check in the requested amount: $139.80 to:
 Peter Lindner 
 
D[redacted] and T**
Sonos, Inc.

Hello - here is a follow up to my response of 10/11/16.  We were waiting for meaningful response from the customer.  (Since 10/5/16)  Here is the latest.  We will be unable to resolve for an unknown period of time.  Thanks, D[redacted]
 
0in 0pt;">Customer By Email (E[redacted]) - 10/12/2016 07:03 AM
Hello David-
The last communication I received was from Nate checking to see if the Connect replacement was working. This is the first email I received from you. Also, I sent a letter to your CEO twice. Once through your email link and second directly. I did not go through another replacement process for reasons I presented in previous emails and the letters I sent.
I would like to discuss the situation further but cannot call until later this month.
I will call you then.
Thank you.
[redacted]

Sonos is a premium priced sounds system but suffers from quality issue in an ongoin basis due to its software update system. During duration of my usage, numerous software update caused various and frequent playback issue including unable to play song, interruption of song and jumping to next one and lengthy and inefficient techsupport system. Yet, sonos aggresively pursue after customers to update their system by injeting popup notification in their up everytime the customer launches their app in iphone or android.
It does not deserve the high priced price that other premium vendors charge. It is good looking crappy system that people should avoid at all cost.

We reviewed the incident internally and decided to reimburse the customer the restocking fee he has reported he is owed.
 At our instruction, on Friday, 5/29/2015, Sonos Finance Department cut and mailed a check in the requested amount: $139.80 to:
 Peter Lindner
 [redacted]
 New York, NY 10003
 I am still trying to follow up with the customer to make sure they received and deposited the check, so far I haven’t heard back.
D[redacted] and T**
Sonos, Inc.

Review: I bought the Sonos Play 3. Returned it in the proper time to exchange it for the Play 5. I received the Play 5. I got confirmation that Sonos received my Play 3 back and told me I would be refunded by Jan 20th 2014. They never credited my credit card and for two more billing cycles they have charged me the cost of the Play 3 again. I have disputed each charge on the credit card. They will not stop billing my credit card!Desired Settlement: I want them to stop charging my credit card.

Review: An unrecognized charge of (around) 1350 from Sonos Inc. on my credit card statement. I called the company and they say that someone placed an order and the item was shipped out. They provided tracking numbers. We immediately called Fedex and told them to return items to merchant. Items were returned to Sonos.After verifying that the item was already returned to Sonos Inc - I called then asked them to refund the charge and they refused (even after speaking to superviser Russel). They said that they will keep the item and the money. If I want back the money I need to deal with my credit card company.A)They are defrauding me by keeping the funds despite that they have not lost or given any merchandise.B) I have no way of verifying if what they told about why my card was charged me is true or not. But in either case their website states that they accept returns and claim to have 100 percent money back guarantee - this means that even if this would be a legitimate transaction - they return the money when they get back the item.C)If I won't go through the hassle of creating a dispute with my credit card (which is bad for me and them and could take time and police reports) they will steal my money without shipping out any merchandise!These practices seem dishonest and I am beginning to doubt whether their first story is true or if they themselves committed fraud with my credit card (especially since I used my credit card (over the phone order) in a nearby business in Santa Barbara- which means that someone in that area got the number).Desired Settlement: Put the money back into my credit card. Don't rob people from the credit card money.

Business

Response:

T[redacted] did finally talk the consumer into reporting fraud to his bank/Credit Card company. As of the last phone call they had on June 23rd I believe, he had reported this to his bank, and should be all good by now. We regret he had to go through this.Sonos, Inc.

Consumer

Response:

C**plaint: 10671674

Actually the c**pany has not resolved anything.R[redacted] basically told me that your c**pany will never refund any money. I don't believe I ever spoke to T**.

Review: I have purchased the expensive sonos systems from bestbuy about two years ago. The price of the wireless speaker system easily exceeded 1000$ (soundbar/wireless converter/wireless speaker) when similar and comparable units are much less in the order of few hundred dollars. However, immediately upon purchase I have experienced incessant product issues which does not align with Sonos's high-end price.The wireless system has wreaked havoc caused disconnect, lag in our home network. Also there are several instance during which the streaming music spotify has failed to play song instead will cut and jump causing excess difficulty in dealing with the product as once the issues like this happen, DIY remedy is not possible and techsupport with intensive troubleshooting is always required. This kind of expectation and experience also does not align with the speaker system costing thousands of dollars. Because of this ongoing difficulties happening continuously, I have contacted Sonos in desperation that I requested to return the system for a better choice on the beginning of July 2015. However Sonos has refused any request because they said their product has only 45 days of return time vs. most electronic manufacturers offer at least 365 days with additional insurance optional. THis also tells that the Sonos return and replacement policy is poor compared to other vendors. Therefore I am filing this case for an attempt to recover the wasted funds purchasing Sonos with high-expectation which did not materialize.Desired Settlement: Seeking full price of item refund and plus the cost of shipping refunded equipment back to their facility. I will also accept the case resolution when Sonos offers full refund and take back their system for good. Full cost of items are:699 (soundbar) purchased from local Bestbuy299 - wireless audio purchased from local Target50 - wireless bridge purchased from local Bestbuy+ plus tax.

Review: I have been in an endless ( 1 YEAR!) email/call loop with their technical support group trying to get my Sonos Bridge to work with my Mac. Every time I submit another problem with them, it turns into a long and drawn out process where I have to get on the phone with them for extended periods of time. They immediately blame something on my end. It's my router. No, it's my ethernet cables. No wait! It is my firewall software! Wrong again. Perhaps it is my virus protection. All the things they said could be wrong on my end, I have taken action. We moved homes and I had the cable company give me a brand new router. I purchased high-end ethernet cables to replace the old ones. I uninstalled my firewall and virus protection software.They have been avoiding either sending me a new Bridge or refunding me the cost of the product I bought. They always want to "troubleshoot" the issue and continue to say the Bridge is fine (despite the fact that it shuts itself off for no reason).I have gotten to a point - which I am sure was their goal - where I have given up. I am tired of going in circles and wasting my time on calls with them.Desired Settlement: Refund!

We purchased Sonos to manage our entire homes audio system. Unfortunately, there are known bugs that are causing us to regret our decision.

Our media room has the Playbar, Sub & Play 1's for 5.1 surround sound. Unfortunately, there is a bug that causes the sound to skip occasionally when watching movies or tv using my Samsung JS8500 TV. Sonos says they're working on it, but there is no solution. WATCHING TV AND HAVING THE SOUND DROP IS AWFUL AND RUINS THE EXPERIENCE.

I requested returning my devices but I'm outside of the return window...partially because Sonos pretended like there was no issue when I first contacted them and after many back and forth emails the time window passed.

Review: I purchased a Play 1 and a Bridge directly from Sonos for my wife for Christmas which she never opened or used. When I phoned to return the items I was told I was too late which I thought restrictive, however, companies have the right to establish guidelines for themselves.I continued to discuss this decision with the Customer Service person I was working with and finally he relented and said I could return the items.Great!That choice was overruled the very next day by the accounting department. Accounting? really. Should Accounting anywhere be the determinant of Customer Service.My quarrel is with the reversal. Once made, should be maintained and not reversed, doing so reflects poorly on Sonos by revealing a disdain for consumers.A corporation selling directly to consumers valued its reputation almost to the point of deserved a spot on the Balance Sheet. Evidently, management at Sonos does not share my belief, a letter to the CEO went unanswered and was not acknowledged. A postcard with a screw on it would be better than no response whatsoever.Desired Settlement: The solid company stands behind their representatives decision to take back products and issue a refund. To do otherwise reveals a low regard for consumers and their own employee.The product was never opened, never used and remains for sale on the company website, refunding the purchase price should not be a problem.

Review: I originally received the product known as the Play:3 for christmas 2011. Included was a component known as the Bridge. They comprise a wireless speaker system for streaming music from your computer. From the very beginning the system didn't function correctly, and after several months of trying to fix the problems by moving components around to improve wifi connectivity and reinstalling the software from the company's website, all to no effect. When I finally contacted their customer service I was initially told that it was likely a problem with MY computer. I went to their message boards and saw that that was their default brush-off response to complaints, blame it on the customer and ignore it. I then wrote them a very nasty letter on their support site telling them that was in no way a satisfactory response and I demanded better service or I was going to report them to the Revdex.com, my local customer affairs reporters and also speak to a lawyer. That finally got a response on 12/28/2013 and I was informed that I was being escalated " to the Tier 2 Escalation group were difficult issues get bumped up to our team of senior technician from our customer service representatives and Tier 1 technicians." Two weeks of silence from them and I recontacted them on 1/14/14. Apparently the guy they escalated me to had left town and thought someone else was going to handle it, but no one did. Over the next two weeks the system was a mess as I spent most of my days off with this technician trying to figure out why it didn't work. His final word was that the Bridge component was faulty and we took it out of the loop, system worked. They then told me I needed to buy another Bridge since it had been over tow years since that one had been purchased, the one that never worked from the first day I plugged it in. Since then I have had the speaker plugged directly into my computer to use it-totally negating it's purpose of wireless music where you want it, and now again it has ceased function. Today I amDesired Settlement: This system cost $299, and it has never worked correctly, I either want that money back, or them to replace the system with identical products that perform as advertised, preferably replacement. This company can afford to advertise on the NFL, and all over the internet, they should be willing to swallow the cost of replacing faulty components to customers, especially when they discover and admit that the problem is with their system.

Sonos is a premium priced sounds system but suffers from quality issue in an ongoin basis due to its software update system. During duration of my usage, numerous software update caused various and frequent playback issue including unable to play song, interruption of song and jumping to next one and lengthy and inefficient techsupport system. Yet, sonos aggresively pursue after customers to update their system by injeting popup notification in their up everytime the customer launches their app in iphone or android.

It does not deserve the high priced price that other premium vendors charge. It is good looking crappy system that people should avoid at all cost.

Review: The $700 Sonos Playbar does NOT work with a regular stereo receiver, and they did not know that, but suggested I buy additional parts (fiber optic cable and a fiber optic splitter) to have it work right.I did, but then it turns out that Sonos was mistaken, and it would not work that way at all. They suggested I buy a $400 amplifier from them (which would duplicate redundantly what I already had).Luckily, Amazon allowed the return, but charged a $140 restocking fee. Sonos refused to pay that fee (although on 5/11/2015 Sonos is reviewing that, by listening to my calls from Dec 27, 2014 and Apr 23, 2015 about trying to get it to work).My 50" HD TV ($1,000) has poor voice quality, and Sonos playbar seemed like a center speaker that could help, with boosts for speech and other circumstances. I had bought the $700 speaker as a treat for myself for Xmas.Desired Settlement: Since Amazon paid most of the fee back, it would seem reasonable that Sonos pay the restocking fee (and I guess the cost of the splitter and fiber optic cable, but that's under $20 and is trivial compared to the $700 purchase I bought myself for Xmas and am disappointed with).

Business

Response:

We reviewed the incident internally and decided to reimburse the customer the restocking fee he has reported he is owed. At our instruction, on Friday, 5/29/2015, Sonos Finance Department cut and mailed a check in the requested amount: $139.80 to: Peter Lindner D[redacted] and T**Sonos, Inc.

Business

Response:

We reviewed the incident internally and decided to reimburse the customer the restocking fee he has reported he is owed. At our instruction, on Friday, 5/29/2015, Sonos Finance Department cut and mailed a check in the requested amount: $139.80 to: Peter Lindner [redacted] New York, NY 10003 I am still trying to follow up with the customer to make sure they received and deposited the check, so far I haven’t heard back.D[redacted] and T**Sonos, Inc.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10619261, and find that this resolution is satisfactory to me.

However, I also wish to thank both the Revdex.com and Sonos for taking care of this, which I appreciate. Sonos fixed the problem so that I lost no money on this.