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Sonos One no power - suggestions?

  • October 27, 2020
  • 5 replies
  • 359 views
C

As it seems several others have posted (see links below), my Sonos One died this week.  It’s approximately 2.5 years old and one of two I own, in addition to a Port. I received the same “resolution” from Sonos Support - here’s a 30% discount on a new (?) one, sorry about your bad speaker…

The speaker sat on the shelf plugged into a power surge protector outlet for the duration of its life.  The only thing I did (the day before I noticed the failure) was flip the breaker to that outlet to work on an unrelated wall switch. Therefore, something akin to unplugging and plugging the speaker back in fried it.

There's clearly a fundamental issue with a component in these speakers and Sonos isn’t doing much of anything to help.

Others: 

https://en.community.sonos.com/components-228996/sonos-one-no-longer-powers-on-6838698

https://en.community.sonos.com/troubleshooting-228999/sonos-one-non-responsive-6831878

https://en.community.sonos.com/troubleshooting-228999/sonos-one-dead-cannot-power-up-6849037

J
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5 replies

Annazel S
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  • Annazel S
  • Retired Sonos Staff
  • October 28, 2020

Hi @capitalheel.

Thanks for reaching out and sorry to hear about the experience.

When it comes to any product issues particularly if it is hardware-related it’s best reaching out to Sonos Support, for they have the tools and resources available on their system to diagnose the unit.

The recommendation of the specialist is based on the result of the product evaluation and in accordance with the Sonos Warranty and RMA Policy.  

Those issues not covered by the Sonos warranty  are listed here: https://www.sonos.com/legal/terms

 

If you have any questions or concerns, don’t hesitate to reach out, we’re always here to help.

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C
  • capitalheel
  • Author
  • Contributor I
  • October 28, 2020

Thanks Annazel - I’ve already gone through Support and received an RMA. My comment about “not doing much to help" has to do with being offered a refurbished speaker as a replacement for $109. I don’t see why I would go that route.

Annazel S
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  • Annazel S
  • Retired Sonos Staff
  • October 28, 2020

Hi @capitalheel.

We highly appreciate your feedback and I totally understand your sentiment from a customer’s perspective. 

Replacement products provided during an RMA are generally certified refurbished players, but you may receive a new product based on warehouse inventory. Certified refurbished players have internal components replaced with genuine Sonos parts and then go through all the same testing as our new products, so they function and look like a new Sonos product. They also come with a full warranty for your region.

 

Please let us know if you have any other questions or concerns, we are always here to help.

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Airgetlam
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  • capitalheel
  • Author
  • Contributor I
  • October 29, 2020

Can you describe the warranty on the replacement speaker? Thank you. 

Annazel S
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  • Annazel S
  • Retired Sonos Staff
  • October 29, 2020

Hi @capitalheel.

Thanks for your response.

We offer a one (1) year full warranty on all products sold. NOTE: It may differ depending on your region and point of purchase.

A summary of the conditions of the Sonos Warranty can be found on our support website, here is the link: 

https://www.sonos.com/en-us/legal/terms#warranty

 

The details of this warranty are set out in our Terms of Use, License, and Warranty Agreement. Your local consumer protection laws may provide additional rules on warranty. 

 

If you have any questions, please feel free to let us know, we’re always here to help.

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