The surprise of Sonos speakers not being ordered to arrive at their door has quickly become a major nuisance for many customers of the multi-room multi-fidelity systems brand.
According to The Verge (opens in a new tab), Sonos seems to have been sending several speakers by mistake to people who had only requested a single device, and the company proceeded to charge them for the additional units.
The article goes on to explain how in one case a customer charged more than $ 2,000 after ordering a Sonos Move, but ended up receiving seven units from the portable Bluetooth device. Now, we don’t know if you’ve seen how big and heavy a Sonos Move is, but getting eight of them would suddenly be … awkward.
It is unclear how far the problem is and whether the problem is limited to the United States, but a thread on the issue also has several Reddit users detailing their own similar experiences (opens in a new tab) of receive devices from which they had not requested. the company.
Since then, Sonos has acknowledged the problem, blaming a problem with an upgrade to its e-commerce platform and asking affected customers to return leftover speakers using prepaid return tags, while providing them. a refund of additional charges.
However, with a waiting time of up to 10 business days to be reimbursed, some of those affected by the issue have been understandably disappointed because they were not offered compensation for the inconvenience caused.
We asked Sonos if it is known that the problem has affected other countries and if Sonos plans to offer additional compensation. He declined to comment further at this time.
This person is very relaxed, so he has probably only received the Sonos Move … (Image credit: Sonos)
Analysis: Sonos response does not work
While Sonos can be trusted to get things right with the design and performance of its products, this has not always been the case recently with its focus on customer service issues.
The debacle of a couple of years ago around its controversial and quickly abandoned Trade Up program, which forced customers to put their incompatible but still functional speakers in recycling mode, making them unusable, will live fresh in the minds of those previously loyal to the brand.
Because customers have been billed incorrectly for erroneous orders for a total of thousands of dollars for this shipping error, the issue will have caused more than a small inconvenience, especially with refunds that must last longer than one week.
Some of these affected customers may have been buying Sonos products for the first time, so it’s a surprise to find that the company has not gone further and offered a discount or compensation for having to deal with consequences of a problem did not cause. A sample of good faith beyond a textual apology seems appropriate, in this case.