Sonos Communication Guidelines

By using Sonos Support (i.e. sending any messages, communications, or data to Sonos support), or entering information into Sonos systems or systems that our employees may be exposed to in the course of providing support for your products, you agree to our Terms of Use and to adhere to the guidelines below. Please see our Privacy Statement to understand how we collect and process your personal information.

These guidelines encourage respectful interactions 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, or modification or deletion of information violating these guidelines. When seeking Sonos Support, you agree to cooperate with Sonos Support Representatives and facilitate all necessary information to troubleshoot an issue.

Guidelines

At Sonos we strive to promote diversity, equity, and inclusion in all matters, including our provision of our systems and Sonos Support.

Communications with a Sonos Support Representative and any and all information provided to Sonos should avoid: hate speech, violence, discrimination based on race, colour, religion or creed, national origin or ancestry, sex, age, physical 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 harassment via social media channels

Customer Responsibilities

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 interactions with Sonos and our systems 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 Sonos; (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 you have entered information into the Sonos Community or into Sonos systems, we may modify or delete any information violating these guidelines.

Repeated breach of these Guidelines may result in your loss of access to Sonos information and systems and/or termination of services to you by Sonos.

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, 301 Coromar Drive, Goleta, CA 93117, United States

or

Sonos Europe B.V., ATTN: Legal Department, Groest 106, 1211 EE Hilversum, The Netherlands