Bests & Worsts Reviews from Amazon

Up until a few months ago I was a big fan of Sonos, loving the sound quality and ability to control the music through my phone or computer. But then the Play 5 I purchased about 1 year ago just stopped working due to a known issue with a defective wifi or network card according to Sonos tech support. That was bad but what followed was far worse. After attempting to fix the unit over the phone, they promised to send a new unit but for weeks it never came. Turns out the rep I talked to on the phone failed to tell me that I had to jump through more hoops including giving them my credit card so they could charge me for a new one if I failed to return the defective one in 14 days. So I jumped through those additional hoops and a new one arrived. A few weeks later that replacement Play 5 stopped working just like the first one. Remarkably, it had a defective wifi / network card according to tech support just like the first one! This time the customer support person, who seemed a bit embarrassed, promised to send a new one with overnight delivery. He seemed nice and concerned so I waited for the new one to arrive. But it didn't come for days. When I called back they said I had to jump through additional hoops on their website never mentioned on the call. Why would they promise to send me a new one the next day but not tell me about the additional steps I need to take to make it happen? By this time I was quite upset. I must have made 10 to 12 calls to Sonos waiting 15 to 25 minutes on hold each time. To make it right they gave me a 30% discount code for a new purchase. But that code was only worth about 10% compared to Sonos prices at a big box retailer. I can't believe such a strong premium brand that charged me $500 for the original Play 5 would treat customers this way.