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playbase wifi network card fault - resolution offered by Sonos?

  • February 25, 2025
  • 2 replies
  • 181 views
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So I ran a diagnostic and Sonos tech team have confirmed that my Playbase WiFi card is faulty which seems to be a common issue for all Playbase’s which have now been discontinued. I understand my warranty has run out but Sonos should make good on manufacturing faulty products, particularly given the premium we pay in price. I’ve paid a premium for a supposedly premium Sonos product, it’s not unreasonable to expect that product to work for the purpose in which it is intended, for more than 10 years. This is not a warranty issue, but a fault in manufacturing issue. Sonos should stand behind its brand and replace all faulty products, similar to what a product recall would provide. 
 

What resolution did Sonos offer those with the same issue? I’ve read threads where a replacement product was offered despite the warranty period expiring. I’ve been offered a measly 30% discount to buy a replacement which is going to cost thousands of dollars. I’ve requested my complaint to be escalated… im

awaiting their response. 
 

 

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2 replies

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  • nik9669a
  • Senior Virtuoso
  • February 25, 2025

I’ve been offered a measly 30% discount to buy a replacement
 

 


Whilst I sympathise that the wifi card has failed outside the warranty period, I don’t know of any other company that would discount a replacement product in the way that Sonos does. I certainly wouldn’t call it “a measly 30%”.

 

BTW, is it the network card or wifi-specific? Can you connect by Ethernet cable?
 

 

Airgetlam
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J
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  • jenielsen
  • Lyricist I
  • February 26, 2025

I’ve been offered a measly 30% discount to buy a replacement
 

 


Whilst I sympathise that the wifi card has failed outside the warranty period, I don’t know of any other company that would discount a replacement product in the way that Sonos does. I certainly wouldn’t call it “a measly 30%”.

 

BTW, is it the network card or wifi-specific? Can you connect by Ethernet cable?
 

 

I don’t have skin in the game as far as the Playbase goes and I’m not the original poster but I did click this to read the response. 

Let’s all be clear on the warranty - 1 year is by no means extensive.  In fact, Amazon offers 1yr warranty on their $40 Echo devices… Those aren’t premium products.  Amazon offered me a free replacement Amazon product well outside of my warranty when my $300+ device died one day 2+ yrs later.  Why did they do that?  I surmise it is to keep me as a happy customer that continues to use their products. 

The OP used “measly”, but maybe it would have been better said as “no different than the 30% upgrade discounts”.  I tend to agree with the inference that OP makes that known manufacturing problems should be handled differently than regular warranty problems.  Many of us, yourselves probably included, have spent thousands, if not tens, in this ecosystem.  We should be able to get many years of listening pleasure out of our system beyond our (measly?!?) 1yr warranty if it isn’t abused, neglected or mishandled.  Should we expect that our Sonos will last forever - no.  10 years though?  Yeah, I get behind that.

Mariekrisn - If you don’t get anywhere with Sonos (which may very well be the case), and you really love your Playbase, take a look on Ebay as there are a number of them sub-$200.  Add a 2yr Allstate warranty for $30-$50 and you’ll buy yourself a couple more years (guaranteed) for ~$200ish.

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