Sonos should not have jumped to that conclusion, but you can understand why they did. The client would have gotten an email follow up, I would have jumped on that email and had a follow-up email to the client with a retraction.
On a side note, I listen to an audiobook this week while ripping apart an old system, and I found out where your tagline came from 😀
There is no truth anymore. Only assertions. The internet world has no interest in truth, only vindication for preconceived assumptions.