Sonos Solves Leopard Issues and Delivers a Great Customer Experience

I’m a huge fan of the Sonos music system. As posted a few weeks ago I was unable to get it to work with Mac OS Leopard. In that post I called for Sonos to develop a new version of their desktop controller software that would be compatible with Leopard. They actually did that in short order, posting a new download on November 20th.

I installed that download but still couldn’t get it to work, so I called their tech support. The customer experience was excellent. First their IVR phone system told me where I was in the cue and gave me a choice of what I could do next. I could either wait, or elect to have them call me back when it was my turn. This is really great. When I selected that option it read my phone number back to me to ensure it was correct. This made me, the customer, feel as if they know who I am.

In less than 5 minutes a call came in. They were not able to fix it in that session, but kept the ticket open. Two days later they sent me an e-mail asking me to call back to speak to a tier 3 support person. That guy was busy, but Matt, a tier 1, wanted to try something, so I let him. In less than 15 minutes he fixed the problem.

Thanks Sonos. I am enjoying music throughout my house again.

2 comments

  1. Sabin, At the time they didn’t have the patch current yet. Tech support was working from their fix notes. Since everything worked I had no need to go back to the support pages. It would surprise me that the patch wasn’t up there by now. You may want to call their support number. This is definitely an easy fix. Hope this helps.
    Steve

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