Important policy of technical service of Sonos
It would be interesting to inform you of the policy they use if your equipment is damaged: if it is within two years of warranty they will change it for the existing model at that time. If it is within two and three years the existing model will put it at 50% of the new cost, but as they get the new model with "improvements" and the price much higher, ie if you want to continue listening to a Sonos You have to spend like one you bought 2 and a half years ago. I'VE BEEN INFORMED THAT THE STRUCTURED APPLIANCES DO NOT FIX. Well, a very dodgy policy because if I have noticed that the programmed obsolescence is prevalent in Sonos. I was spoiled when I turned 2 years and a couple of months a Play 5
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I too am not fond of the use/throw away culture, but that is how life is these days everywhere except for expensive/custom made products in every sphere. Even cars. The only thing that will change that will be when the environment no longer permits this lifestyle, it seems.
Thankfully in my Sonos use, I have not seen any failures in a 4 room system built starting from 2011. But I also suspect that this isn't a rare experience. While Sonos is also rare at its price point for having upgraded all my kit, free of charge, till now and there is no sign of that policy changing.
Hola Kumar, la verdad es que sí puedo enumerar varias marcas de las que soy usuario que siempre he tenido un gran apoyo en el momento de cualquier problema:
Audi, he tenido un Audi-A5 durante 6 años, le hice 400.000 kms y tuvo un fallo a los 3 años, cuando ya había acabado la garantía, comprobaron que no era normal dicho problema y me lo arreglaron sin ningún costo.
Apple, soy usuario de más de 20 años y ha habido algún producto que me dio problemas y fui tratado de similar manera.
Suelo utilizar las mejores marcas porque pienso en su trato además de su tecnología, fue lo que me decidió por Sonos, me pareció una buena marca, un buen diseño, sin ningún problema hasta ahora, por lo que estoy tan extrañado, tanto, como me acaban de refleja,r que están tan extrañados ellos por mi problema.
De todas maneras el que se realicen prácticas y que las admita la gente, si creemos que debemos luchar por el bien de nuestro planeta, considero que es nuestro deber, de los que nos preocupamos, de luchar porque se cambie, en la medida de lo posible, dichas practicas.
Gracias por tu réplica.
Cualquier fabricante chino hoy día da todo tipo de facilidades y servicios a sus clientes, por eso podrán con occidente, porque saben verdaderamente que un cliente enfadado es un cliente que intentará que la gente sepa su mal servicio y su mal hacer. Sonos es peor que Alibaba-Aliexpress-Amazon, como plataformas baratas, por precios, pero Apple no lo es por precio y si por el exquisto trato a sus clientes, por ello soy un "Macquero total" porque se que si tengo un problema con mis compras me las solucionarán sin problemas. Esto que me está pasando a mí, que no entiendo como lo veis tan normal es como si Apple no arreglase sus productos y después de comprar un Mac, se estropea a los dos años y para poder seguir teniendo un Mac, me obligan a comprar otro aunque sea a mitad de precio... ¿Estamos locos? ¿Hay que agradecerlo? parece ser que para los inteligentes que han contestado desde Alemania y Austria es normal que pensemos así en España.
No quiero entrar en guerras distintas al problema que existe con este funcionamiento. Me he informado y por este motivo grandes almacenes han dejado de distribuir Sonos, porque ellos también se preocupan de los clientes y esta política no es ni normal y muy probablemente en España es ilegal. Todo producto vendido en nuestro territorio tienen su servicio técnico para no tener que obligar a los usuarios a comprar otro equipo o tirarlo a la basura.
Gracias, así me expreso mejor y lo siento por los que no sepan español. :D
I am not familiar with the laws in Spain but surely there must be some limit to the amount of time that a manufacturer is required to repair a product that they sell?
Hola Upstatemike
En España existe una ley en la que las marcas han de dar un servicio técnico a los productos que venden, incluso si el modelo lo retiran, están obligadas a que exista durante 5 años más para dar servicio a los usuarios que hayan podido adquirir el producto hasta última hora de haberlo retirado del mercado.
Por supuesto que yo estaba contentísimo con mi Play5 hasta el problema ocasionado, incluso te puedo indicar que las incorporaciones de equipos para mi casa siempre estaba pensando en Sonos.
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This link gives a bit of information about the guarantees and returns in Spain.
http://europa.eu/youreurope/citizens/consumers/shopping/guarantees-returns/spain/index_en.htm
At first glance this looks rather similar to the situation in the UK (Hardly surprising!)
Sonos have to abide by the laws of the country in which they operate. American, Australian and Canadian consumer law is, literally, irrelevant to products that they sell in Spain.
My experience of Sonos is that their attitude to defective product outside of warranty period is extremely generous. The majority of manufacturers would simply point customers to purchase a new product at full price outside of warranty.
http://europa.eu/youreurope/citizens/consumers/shopping/guarantees-returns/spain/index_en.htm
At first glance this looks rather similar to the situation in the UK (Hardly surprising!)
Sonos have to abide by the laws of the country in which they operate. American, Australian and Canadian consumer law is, literally, irrelevant to products that they sell in Spain.
My experience of Sonos is that their attitude to defective product outside of warranty period is extremely generous. The majority of manufacturers would simply point customers to purchase a new product at full price outside of warranty.
Audi, he tenido un Audi-A5 durante 6 años, le hice 400.000 kms y tuvo un fallo a los 3 años,
Gracias por tu réplica.
Sorry, apart from English I have some German, but my Spanish ends at Hola and Gracias! And Por favor:-) via Fawlty Towers and Manuel.
I hope you are not talking about Audi, or cars in general, and Sonos in the same breath here.
Hola Upstatemike
En España existe una ley en la que las marcas han de dar un servicio técnico a los productos que venden, incluso si el modelo lo retiran, están obligadas a que exista durante 5 años más para dar servicio a los usuarios que hayan podido adquirir el producto hasta última hora de haberlo retirado del mercado.
Por supuesto que yo estaba contentísimo con mi Play5 hasta el problema ocasionado, incluso te puedo indicar que las incorporaciones de equipos para mi casa siempre estaba pensando en Sonos.
5 years is a long time to provide warranty service. Does the seller have to provide the repair for free during the full 5 years?
No, no están obligados a tener garantía durante 5 años. Están obligados ha dar servicio técnico durante 5 años a los productos y no gratuitamente. Gratuitamente es durante la garantía que oscila entre los 2 años y los 5 según las marcas, aunque no es obligatorio pasar de 2 años.
Y sí, Sonos es perfecto en su conectividad.
Y sí, Sonos es perfecto en su conectividad.
@amarcos: Usted está enviando spam ahora. No se comporte como un niño.
Who is sending spam?
You are not a user. True?
Writing only in Spanish on an English-speaking forum is equal to spamming.
False. I am not with Sonos.
False. I am not with Sonos.
No, it's not spamming, expressing yourself in Spanish. Expressing myself in Spanish in a thread opened by me, means that whoever understands me can answer, who does not, who does not respond.
He said earlier that he expressed me better in Spanish.
Who is you To force, in a thread opened by me how should I explain? If you do not like or read or answer
Esto es por si no me he expresado correctamente en ingles ahora lo pongo en español:
No, no es hacer spam, expresarse en español. Expresarme en español en un hilo abierto por mi, significa que quien me entienda puede responder, quien no, que no responda.
Él dijo anteriormente que me expresaba mejor en español.
Quien es ud Para obligar, en un hilo abierto por mi como debo de explicar? Si no le gusta ni lea ni conteste
He said earlier that he expressed me better in Spanish.
Who is you To force, in a thread opened by me how should I explain? If you do not like or read or answer
Esto es por si no me he expresado correctamente en ingles ahora lo pongo en español:
No, no es hacer spam, expresarse en español. Expresarme en español en un hilo abierto por mi, significa que quien me entienda puede responder, quien no, que no responda.
Él dijo anteriormente que me expresaba mejor en español.
Quien es ud Para obligar, en un hilo abierto por mi como debo de explicar? Si no le gusta ni lea ni conteste
Like you I'm not speaking English like a native speaker, because it isn't my native tongue; strictly speaking, German isn't either. So, if I start writing in Serbian now, we'll be speaking perfectly Babylonian. 😃
In the UK there is consumer law - which very generally allows six years from date of purchase (there are a LOT of caveats attached to this)
In Spain you will have two years minimum (according to an EU directive). What consumer protection is afforded in Spain? Have you looked at the law? Do you know what your rights are under the law?
If you are to be charged 50% between two and three years for a replacement, that would indicate a four to six years expected life span of the product by Sonos. Which looks like that could be an interesting discussion in court (in the UK)
In Spain you will have two years minimum (according to an EU directive). What consumer protection is afforded in Spain? Have you looked at the law? Do you know what your rights are under the law?
If you are to be charged 50% between two and three years for a replacement, that would indicate a four to six years expected life span of the product by Sonos. Which looks like that could be an interesting discussion in court (in the UK)
Considering, amarcos was offered a Play:5.2 as replacement for a 2.5 years old Play:5.1, I highly doubt it.
Considering, amarcos was offered a Play:5.2 as replacement for a 2.5 years old Play:5.1, I highly doubt it.
Irrelevant for my comment. I am referring to law and not what Sonos have offered as a replacement at 50% cost. The point you miss is that to justify a 50% charge (in UK law) then that reflects a charge for the use you have had of the original item. That suggests the expected life span. If taken to court over the 50% charge, then Sonos would have to tell the court what they expect the life span to be to justify the 50% charge. Maybe not such a good PR decision. Or maybe a good one as court proceedings can be quoted ad infinitum. Then again, the court may decide that it should last a minimum of six years (the maximum under UK law)
Spain will have its own consumer law. Unfortunately, in the US all you get is a one year warranty and that's your lot as the US has very little consumer law compared with Europe.
My opinion is that 50% is way too high.
Did you actually read through the entire topic? Unfortunatly, electronics are sometimes prone to failure.
By the way - good for you if you've got the money to spend on a counsellor in a lawsuit, who'll charge, at the minimum, ten times as much.
By the way - good for you if you've got the money to spend on a counsellor in a lawsuit, who'll charge, at the minimum, ten times as much.
EU consumer protection sounds very nice but companies will of course have to charge more for the item initially to cover the cost of repairing units past the normal warranty. I suspect a Sonos player is more expensive in Europe than in the US?
Actually, they were less expensive for years due to exchange rate. It is only recently the UK pricing is more in line with the US, causing a long thread's worth of uproar here.
Given its size, I also expect Sonos to have taken sound legal advice in connection with doing business in countries where it has an official presence. Plus the knowledge of existing market practice for similar products cannot have been ignored in formulating policies.
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