Sonos says customers who have additional speakers should not send them back

Sonos confirmed that customers who received additional, unsolicited devices as a result of a recent software problem you do not need to return the speakers. “Sonos does not require the return of additional equipment and respects the decision of each affected customer,” said spokeswoman Madeleine Krebs. “We are and will continue to comply fully with FTC requirements.”

A summary of the requirements of the Federal Trade Commission (FTC) is posted on the website of the US agency. “You never have to pay for things you get but don’t order.” read the website. “You also don’t need to return unsolicited goods. You have the legal right to keep it as a free gift. ”

The software problem came to light after Sonos customers began receiving two to five additional devices after ordering just one. In some cases, they were even charged for these unwanted extras. One particularly extreme example saw that a customer receives about 30 shipments from Sonos containing audio equipment worth about $ 15,000. Sonos approached affected customers to offer refunds when needed and provided them with delivery labels to return additional devices that had been shipped by mistake.

But in the customer support emails seen by On the edge, maintenance agents do not report the fact that customers are technically allowed to keep these additional devices. One customer tried to cite the FTC website as proof that they did not need to return the three additional Sonos Roam speakers they received after ordering just one. But the company’s support agent seemingly ignored these comments and still sent return labels.

While free services are likely to be welcomed by some customers, others may simply want to take bulky packages out of their homes. The customer, who received approximately 30 shipments from Sonos, said the situation affected their relationship with their property manager, as the huge amount of deliveries meant they had to leave the packages in the lobby of their building. The client said their property managers were “patient” about the situation, but ultimately “not happy with the boxes in the lobby.”

Related Posts

Leave a Reply

Your email address will not be published.