Just looking for advice.
Have a Sonos ZP120 that was bought from Best Buy (Canada) over a year and a half ago as an open box at a discounted price. Never got around to using it until now and found it does not work. Called Sonos and they confirmed that it is defective and out of warranty. They said they would send me a return authoriziation but subsequently emailed me and said that this unit was returned for repair in 2011 and they still show it sitting in their warhouse. I told them that was impossible as I was sitting with it in Canada. I then sent them pictures of the unit and serial number and they have refused to service it. They said they need a bill of sale from Best Buy which I no longer have. I don't think Best Buy receipts show the serial number anyway. Someone may have even bought a new one at Best Buy and returned this defective one in its' place. The part that really bothers me is that Sonos refuses to admit that there may be an error on their part. I guess the flip side of what they are saying is that I flew to their warehouse from Canada and stole a defective ZP120 and am now trying to get it repaired. I am fully willing to pay for repairs but they keep insisting that this ZP120 should be in their warehouse and have refused repairs. When I told them they should file a police report, they have stopped responding to my emails. I am not sure if it is appropriate to post our email exchanges on this website. Any advice please????
Have a Sonos ZP120 that was bought from Best Buy (Canada) over a year and a half ago as an open box at a discounted price. Never got around to using it until now and found it does not work. Called Sonos and they confirmed that it is defective and out of warranty. They said they would send me a return authoriziation but subsequently emailed me and said that this unit was returned for repair in 2011 and they still show it sitting in their warhouse. I told them that was impossible as I was sitting with it in Canada. I then sent them pictures of the unit and serial number and they have refused to service it. They said they need a bill of sale from Best Buy which I no longer have. I don't think Best Buy receipts show the serial number anyway. Someone may have even bought a new one at Best Buy and returned this defective one in its' place. The part that really bothers me is that Sonos refuses to admit that there may be an error on their part. I guess the flip side of what they are saying is that I flew to their warehouse from Canada and stole a defective ZP120 and am now trying to get it repaired. I am fully willing to pay for repairs but they keep insisting that this ZP120 should be in their warehouse and have refused repairs. When I told them they should file a police report, they have stopped responding to my emails. I am not sure if it is appropriate to post our email exchanges on this website. Any advice please????