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.

Sonos Needs to Code for Leopard NOW!

sonos.jpg

About a year and a half ago I purchased the Sonos music system directly from them online. It has been a great experience, up until now. Sonos is a system that can access your iTunes music library on your computer and broadcast it to small receivers located throughout your house. Those boxes can then be connected to amplifiers to play your music collection anywhere you wish, within range. You can also get very cool hand held controller that allows you to select different songs or play lists for each box, or link them for a house wide party. The user interface is outstanding. I upgraded my Mac (you saw that story a few posts ago) and now I can’t get my Sonos to work on the new operating system. Big, fat bummer. Did all the workarounds listed on their support site, and even spoke with their tech team. No dice. Sonos, are you reading this? Throw those resources at this problem and solve it as soon as possible. I need my music!