Way back in 2005 I reviewed a new-comer to the home audio market and I loved it. But what happens when you have to use Sonos customer service?
A couple of weeks ago one of those original units finally gave up the ghost so I got in touch with Sonos on Twitter to see if there was anything that could be done. But after more than a decade of daily use I wasn’t sure what they could really offer.
— Automated Home (@ottomate) January 3, 2016
Once I got the contact details from their Twitter account I got in touch with the customer services department. Amazingly they offered a replacement unit for £79+VAT. That price includes advanced delivery of the unit (with 14 days to return the old one) plus a free UPS collection of my old unit heading back to the Netherlands.
I was even more delighted when a few days later I received what looks like a brand new Connect:Amp (RRP £400) instead of the refurbished ZP100 I was expecting!
That original Sonos review in 2005 was the first time we ever handed out an Automated Home Top Tech Award, and it’s as deserved today as it was back then. Brands that go the extra mile for their customers are few and far between these days, but they gain a loyal following.
So if a Sonos system sounds like a good idea to you now, it’ll sound even better if you have to use their customer service a decade from now. Well done Sonos.