Sonos has confirmed that clients who’ve obtained further gadgets that haven’t been ordered on account of a current software program error shouldn’t return the audio system. “Sonos doesn’t require the return of further tools and respects the choice of every affected buyer,” stated spokeswoman Madeline Krebs. “We’ve and can proceed to be absolutely compliant with FTC necessities.”
A abstract of the necessities of the Federal Commerce Fee (FTC) is supplied on the US company’s web site. “You by no means need to pay for the belongings you obtain, however you did not order,” the web site reads. “You additionally do not need to return unordered items. You have got the authorized proper to maintain it as a free reward. ”
The software program difficulty got here to gentle after Sonos clients started receiving two to 5 further gadgets after putting an order for only one. In some instances, they’ve even been charged for these undesirable dietary supplements. A particularly excessive instance was buyer obtained about 30 shipments from Sonos that contained audio tools value about $ 15,000. Sonos approached affected clients to supply refunds the place essential and supplied transport tags to return further gadgets that had been despatched in error.
However within the buyer help emails seen by The Verge, help brokers didn’t touch upon the truth that clients are technically allowed to maintain these further gadgets. One buyer tried to quote the FTC web site as proof that he didn’t have to return the three further Sonos Roam audio system he obtained after ordering just one. However the firm’s help agent apparently ignored these feedback and despatched return tags anyway.
Though freebies are prone to be welcomed by some clients, others could need to take cumbersome packages out of their properties. The shopper who obtained about 30 Sonos shipments stated that the state of affairs affected their relationship with the property supervisor, after the big variety of deliveries meant that they needed to go away the packages within the foyer of their constructing. The consumer stated that the property managers “are affected person” in regards to the state of affairs, however in the long run “they aren’t glad with the packing containers within the corridor”.