Intermittent Alexa Voice Assistant.. Sonos Voice Control all OK!

Hello Everyone,

today i went to my retailer and proceed a return of my Era 100. I exchange the product with another new one.

Here is the test with the new one : this exactly the same issue, so this is not an hardware problem. So this issue must be identified by sonos, this is not understandable that there is no reaction from Sonos ! This my first contact with this brand and i’m totally disappointed. I think now a return with a refund.

Watching these videos with sound makes me smile. The examples of attempting to wake an Era-100 wakes the Echo Dot in my office 😀

I tried to send a mail to the CEO of Sonos on the support page, maybe this will help .. or not ...

I’m just happy to wait patiently for the issue here to be fixed - I only reported my case yesterday to Sonos Support, so I will wait for the next three App/Firmware updates to see if things get fixed - it usually takes other manufacturers (like Apple/Google etc.) a couple of updates to get these kind of things resolved, tested and included in a release. I’ve just added an echo dot to the room for the time being and set that to control the Alexa ‘enabled’ group that contains the Era100s.

This is my 1st experience with Sonos kit and support so I’m also very disappointed. :/

So what did Sonos Support say to you when you got in touch with them, with your diagnostic report?

@Ken_Griffiths

I can tell you what Sonos support told me… they never heard of such a problem before and suggested to try a different wifi channel. Wuup wuup… diagosis showed nothing that could explain the problem. 
After I asked for it three times they promised to pass this on that someone can try to reproduce it. 
I wonder if there will be a feedback. 
Especially in this case I‘m disappointed, because generally I always had very good experiences with the support team. 

@Schlumpf Have just replied to Sonos Support with a link to this thread to show its not just a one off.

The fact they have sent me a brand new unit to replace the previous, and it has issues straight away; coupled with the fact that this never used to be a problem, shows that some firmware along the way has caused this.

Will await their response to my email and let everyone know (unless they reply directly in here, which would be appreciated, Sonos 😊).

@RichTea

Imho reacting with a replacement sadly shows that they aren’t aware of the problem like it should be.

If someone from Sonos would have read this thread an would have sent this as a quick info to their support system, they could save money and time by avoiding replacements. 

I provided the evidence of this issue that I had gathered to support yesterday (Jose S.) who was extremely helpful. I was informed they would investigate the issue and escalate it, as necessary. Although I do not want to assume the outcome of their investigation here.

I gave Jose S. a link to this thread too. I was given a support reference asked/agreed to wait for the outcome. Not sure I could do any more than that.

However my own advice is, if you haven’t yet reported the issue to Support already, to obviously do that and give the Staff any diagnostic and video evidence in support. The more data they have, the more it may help the matter along.

Personally speaking though I don’t expect a fix this quickly, even if it’s a simple software issue (as many suspect), it might even be an Amazon related matter, for all I know.

I assume though that once the issue is pinpointed by Staff, it will be pushed forward to the developers (Amazon and/or Sonos) to fix. Presumably that fix will then need testing to make sure it does not cause any other system issues and assuming that the testing goes okay, it will get incorporated in a future world-wide update alongside any other prioritised fixes .. so perhaps not the next Sonos update, but maybe the one after that, or even the next one (depending on how the testing goes).

The important thing at the moment though, is to get the data into Sonos customer support, because without that, it may take even longer to get the matter prioritised as Sonos Staff do not always read these community threads, other than perhaps for forum moderation and it was clear in my Support call, that Customer Services do not routinely read every thread in this community, at least not until someone perhaps brings a thread/discussion to their attention. They clearly have enough to do already via chat/call-in support.