Sonos’ Support is Brilliant

I’ve spent the evening emailing back and forth with Chris from Sonos’ tech support about a strange issue I’ve experienced where the Sonos app can’t connect to the playbar (on both OS X and iOS). It turns out the problem is that my DLink wifi access point doesn’t handle multicast traffic properly – Chris knew that almost immediately but took me through each step carefully checking every assumption and taking the time to ask about settings in the terms DLink uses instead of generic ones. By the end of it all I had a solid understanding of what the problem was and a simple way to describe it to DLink’s support to see if it could be fixed. A little creativity on my end has even given me a good work around.

Normally support teams do just enough work to determine that it’s not their product at fault and then fob you off to the other company. I really appreciate the extra time Chris took to make sure I knew he was doing everything he could.

Even more impressive, all this happened on a Sunday night on the weekend between Christmas and New Year – getting responses almost immediately.

So if you’re considering a wireless speaker system – go buy a Sonos. The whole company is working hard to make it awesome for you and it shows.