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Posts: 1
Registered: ‎05-01-2020

Sonos Direct not working and I need to return it

I purchased the following item in January 2020 = Sonos - Geek Squad Certified Refurbished CONNECT Streaming Media Player - White...Model: GSRF CTNZPUS1


It arrived a few days later and I wasn't able to immediately open the package and set up the Sonos Connect as my father had passed away at the end of December and I was consumed with dealing with that. At some point in January, I attempted to set up the Sonos Direct after several tries, it just was not working, it wasn't connecting to wifi, it wouldn't connect to my router directly, it wasn't registering on the Sonos App, etc.. I called Sonos, I called Geek Squad, I had technicians guiding me through steps over and over to get the piece of equipment to work and over and over, it just would not work. I had to travel for work for a few weeks and by the time I returned home from New York City, I had been exposed to the Covid-19 virus and was in self-quarantine. I have not been able to leave my home since, and for the past few months on and off, I have tried to get the Sonos Direct to work. It is now way passed the return date and I have paid for a piece of equipment ($249.65) that has never worked. It's a refurbished piece of equipment, so perhaps that has something to do with its faultiness. I have been on the phone with customer service and I have been on virtual chats with Best Buy representatives and no one has been able to help me get an exception to the return policy. Surely there is someone in Best Buy Customer Service who can make an exception (especially in a time of global crisis) to the company's return policy and guide me through the process to return this piece of non-working equipment so that I can get my money back. I would greatly appreciate a response to help make this happen.




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Registered: ‎08-21-2017

Re: Sonos Direct not working and I need to return it

Hello, MarcelDuchamp,


Welcome to our community forums. I understand it isn't always possible to process a return or exchange due to extemporaneous circumstances and would be happy to help you look into what options may be available to assist you.


As you mentioned, this product is no longer within our Return & Exchange Promise because of the significant amount of time that has passed. Do you remember if you purchased a Geek Squad Protection plan? If so, the Geek Squad may have some options available to help repair this.


If not, I would recommend continuing to work with Sonos to see if they may be able to further assist you. Please let me know if you have more questions that I can help with you. 

AndrewB|Social Media Specialist | Best Buy® Corporate
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