Sonos Support Guidelines
By using our Sonos Support, you agree to our Privacy Policy and our Terms of Use and to adhere to the guidelines below.
These guidelines encourage respectful communication between our Sonos Customers and Support Representatives for Sonos Support services. Individuals who refuse to comply with these guidelines may be subject to a suspension of future support services at Sonos’ discretion. When seeking Sonos Support, you agree to cooperate with Sonos Support Representatives and facilitate all necessary information to troubleshoot an issue.
These guidelines encourage respectful communication between our Sonos Customers and Support Representatives for Sonos Support services. Individuals who refuse to comply with these guidelines may be subject to a suspension of future support services at Sonos’ discretion. When seeking Sonos Support, you agree to cooperate with Sonos Support Representatives and facilitate all necessary information to troubleshoot an issue.
Communications between Customer and Sonos Support Representatives
At Sonos we strive to promote diversity, equity and inclusion in all matters, including our provision of Sonos Support.
Communications with a Sonos Support Representative should avoid: hate speech, violence, discrimination based on race, colour, religion or creed, national origin of ancestry, sex, age, physicial or mental disability, veteran status, genetic information and citizenship.
Other examples of prohibited behaviour:
Communications with a Sonos Support Representative should avoid: hate speech, violence, discrimination based on race, colour, religion or creed, national origin of ancestry, sex, age, physicial or mental disability, veteran status, genetic information and citizenship.
Other examples of prohibited behaviour:
- Use of disability and mental health insults
- Use of physical or verbal threats
- Purposefully misgendering Sonos Support representatives
- Inappropriate imitation of cultural expressions
- Repeated use of profane language
- Abusive or aggressive language or tone
- Any form of verbal or written harassment, including sexual harassment or harrassment via social media channels
Customer Responsibilities for Sonos Support
As a Sonos Customer, by using Sonos Support, you agree and represent that: (i) you will only contact Sonos Support representatives through official support channels and will not attempt to contact representatives through any other means of communication, including but not limited to representatives’ personal social media accounts, (ii) you will be respectful in all communications with Sonos Support and will not engage in any prohibited behaviours, (iii) you will be responsible for any costs you incur on your end associated with maintaining email and telephone communications with our Support Representatives; and (iv) you will not use deceptive, fraudulent, or inaccurate claims to obtain Sonos Support; and (v) you will not disclose to Sonos any confidential or proprietary information and will be responsible for maintaining and securing such information.
If you violate any of the above guidelines, our Support Representatives may end their current interaction with you and initiate an internal review process that could lead you to lose future access to Sonos Support.
If access to Sonos Support via phone or email is not available, customers can contact Sonos via certified mail addressed to:
Sonos Inc., ATTN: Legal Department, 614 Chapala St, Santa Barbara, CA 93101, United States
or
Sonos Europe B.V., ATTN: Legal Department, Groest 106, 1211 EE Hilversum, The Netherlands
If you violate any of the above guidelines, our Support Representatives may end their current interaction with you and initiate an internal review process that could lead you to lose future access to Sonos Support.
If access to Sonos Support via phone or email is not available, customers can contact Sonos via certified mail addressed to:
Sonos Inc., ATTN: Legal Department, 614 Chapala St, Santa Barbara, CA 93101, United States
or
Sonos Europe B.V., ATTN: Legal Department, Groest 106, 1211 EE Hilversum, The Netherlands