VerdictĪs we continue to surface examples of poor customer service, it is becoming increasingly obvious that technology cannot solve problems that are rooted in a management style that doesn't put customer service at the center of the offering. In other news, SONOS recently took in $25 million with the purpose of cashing out some of the early investors. None are especially flattering yet the official response can be summarised as: "No plans - tough luck punters." Looking at the original question in the SONOS forums, there are now 461 comments. This has been an ongoing issue for more than a year. Click the image to enlarge and you'll see what I mean. But.apart from an ongoing and increasingly tetchy gripe about lack of DTS support (important for BluRay users) the fan page is little more than a glorious exercise in self indulgence, with the emphasis on flogging the SONOS 1.Įven more interesting, searches that surface Facebook complaints about lack of DTS should turn up on the SONOS page but when I try to embed the post I am told it has been removed from the SONOS space. With more than 250,000 likes it is clear that SONOS attracts a good sized fan base. More to comeĭigging a bit further, I see that SONOS has a very active Facebook fan page. Despite there are many similar problems all referencing the 1013 error, the standard email response suggests looking at irrelevant solutions. RightNow handles the back end email customer support system. In short, SONOS have chosen not to white label the solution. But here's the rub - if you lose or forget your password, then you get a response from GetSatisfaction - not SONOS. To give you an idea how serious SONOS treats customer service, it uses a combination of GetSatisfaction and RightNow.
#Sonos software update sucks install
You have to install or your SONOS system is dead. It would not be so bad if it wasn't for the fact the 4.2.1 release is a forced one. Or if there is, then it's hidden in the depths of the support forums. The bottom line? The 4.2.1 release has proven troublesome and there is no clear solution in sight. That's a sure fire indication of serious problems.
#Sonos software update sucks full
In the alternative, suggestions include what amount to a full factory reset of all SONOS units. In nearly all cases, tech support asks for a diagnostic report but then the trail runs cold. There is no documentation on this problem but a slew of forum posts that are remarkably similar. However, as it restarts, the system appears to lose connectivity with the device, throwing a 1013 error. The system attempts a download, install and restart of all SONOS components on the system.
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