Customer Service - Sonos
This is a tale of two incidents; I'll take them in chronological order.The open-box PLAY:3 I got for the bathroom was missing two of the rubber nubs it stands on. I filled out the contact-us on their site. Within a week or so I got a padded envelope in the mail with the feet gratis. Actually I got eight of them so I have six spare.Now, on the other hand, yesterday the system went insane. Rebooting didn't help. I couldn't see the speakers properly and they couldn't see each other. I did a contact form for this problem as well (far more important that missing nubs is the system working!). Eventually I did a hard reset of each component in turn and rebuilt the system and it seemed to stabilize.
Shortly after the update that was pushed out in the past 48 hours everything has stopped working.
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Everything was working awesome for around 2 months. Now, *NOTHING* works. I've power cycled every component in various orders. (Including the whole system off, then on)
I've reset the controller to no avail.
Now re-adding components typically has a sequence that looks something like this:* Menu -> Add* Dialog "Push mute and volume up"* Do that (most recently to one of the Play:5s)* Dialog changes to the adding dialog. (Note: this firmly and w/o a doubt establishes wireless connectivity)* Dialog times out and reports "Your Sonos component was not found."
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Please do be technical, I'm a software engineer; I can take it.
I received a response this morning:
Hello George,Thank you for contacting Sonos Support. Please ensure that your router and the Sonos Component wired to it are separated by a minimum of two feet. Please also ensure that the wired Component has a solid white light on it and two lights at the ethernet port. If this all checks out but you still are unable to see the Components in the Rooms list of your controller, then please try an alternate controller to ensure it is not the settings of that particular controller.If you need further assistance with this issue please call us directly ( www.sonos.com/contact ).
Grrr... The response is a steaming pile of canned responses obviously not addressing the problem at hand since I already established connectivity.I get home tonight and launch Sonos on my computer and get greeted by Sonos pushing a firmware update. How convenient.After a couple rounds all the speakers got the update. Now everything is working it seems.A bit of googling turned up this thread on the Sonos forums.If they were baking a new update they knew of a problem. If they knew of the problem they should address it head on and communicate with me. I would be a lot happier with a "We fucked up. We're working on it and keep you posted." than a redirection.I'm happy it's working now, but it's still not the correct behavior.