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.
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