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maninblack_30
Contributor I
June 6, 2014

No way to purchase parts for repair, or have my unit repaired???

  • June 6, 2014
  • 15 replies
  • 6459 views
I recently purchased a used ZP100 which has the dim LED problem. It is well out of warrantee, and the "Void if removed" sticker has been removed by the previous owner. I contacted Sonos support due to another problem (which was sorted, and they were very helpful). When I brought up the issue of the dim LED (a common problem with the early ZP100's I believe) I was told that parts are not available, and seeing it has been opened, they would not even look at it!!!!
This is the response:

"Although the ZP100 was out of warrently, Sonos still supports most legacy Components, including the ZP100. Where for a fraction of the original cost the ZP100 would be repaired or replaced. However, unfortunately because the ZP100 was opened, it is no longer eligible for this repair or replacement. Because Sonos does offer legacy support for its Components, we do not sell parts externally for refurbishment or repair. Please feel free to contact us with any further questions you may have regarding your Sonos Components"

I have checked the policies on the Sonos website, and cannot find anything about "supporting legacy components" and fail to see how this gives them the right to refuse to sell parts, or repair at a reasonable cost.

Very disappointed .

Fraser
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    15 replies

    Kumar
    June 6, 2014

    I have checked the policies on the Sonos website, and cannot find anything about "supporting legacy components" and fail to see how this gives them the right to refuse to sell parts, or repair at a reasonable cost.

    Regrettable, but is there any other mass market manufacturer these days that does better?
    In the specialist audio market, a few companies like Quad do a much better job. Quad I know will give service from its UK facility to even 40 year old kit, to bring it back to original performance levels. But even in that market, this is rare. Kit needs to designed for this, using non specialised parts that can be replaced in future.
    In markets such as where Sonos plays, use and throw away is the thinking that prevails. Sonos does better than most in at least looking after backward compatibility to a good degree.
    Like I said, regrettable trend everywhere today.
    maninblack_30Author
    Contributor I
    June 6, 2014
    I understand what you are saying Kumar, but I disagree, I own 2 Kenwood Chef's (another "high-end" consumer device, and parts are readily available all the way back to the first models). Most consumer electronics manufacturers have approved service providers who will supply parts for repair. If you need a specific board for a Sony TV, it can be easily sourced through a Sony agent. Miele machines, Yamaha professional audio equipment etc, all provide parts. But Sonos have given me NO options, even If I am happy to pay???? And to repair a KNOWN DESIGN FAULT!!!
    I'm hoping they will come to the party on this, as this attitude is not what I would expect from a company that is proud of it's products and support.
    One thing I forgot to mention is that I'm a computer Tecnician at a large school, and I'm responsible for the Maint and repair of 1200+ Laptops and Tablets from HP, Lenovo, and ACER, and all the parts/boards are available for me to fit in all of them.

    Let this be a lesson to those considering opening their Sonos's!

    Fraser
    Kumar
    June 6, 2014

    Let this be a lesson to those considering opening their Sonos's!

    I take your point that there are some noble exceptions - and the professional market players would be different too, indeed for them service income would be a profitable business if the original equipment is sold via competitive bidding.
    But to the quoted part above, even if your unit was not opened, there would not be a solution if the part isn't available - the box being opened was just a good excuse?
    maninblack_30Author
    Contributor I
    June 6, 2014
    I take your point that there are some noble exceptions - and the professional market players would be different too, indeed for them service income would be a profitable business if the original equipment is sold via competitive bidding.
    But to the quoted part above, even if your unit was not opened, there would not be a solution if the part isn't available - the box being opened was just a good excuse?

    Possibly, but I have a feeling the part is readily available, it's a little sub-board with the led's and mute/volume switches, probably worth $4, but I would have paid $50 just to get it all working perfectly, as I love the ZP100, but it annoys me that the white led doesn't work.
    On a side note, on opening my ZP100, I was VERY impressed with the design, the way the passive cooling works via the whole case is lovely! And the use of a toroidal transformer is nice too.

    Fraser
    Beachbum
    Contributor III
    June 6, 2014
    Spares are widely available for most electrical appliances, either through certified tradesmen, or direct to the public.
    Yes some companies are now in the mindset of break & replace, rather than break & fix, however these are getting less, due to the environmental lobby and the desire of companies to appear green.
    SONOS needs to wake up.
    the_lhc
    Avid Contributor I
    June 6, 2014
    And to repair a KNOWN DESIGN FAULT!!!

    Sorry, a failing LED is not a "known design fault" (in capitals or not), it might be a known issue but it's a dying part (LEDs don't last forever), not a design fault, don't exaggerate.

    And if that's all it is then it'll probably be a lot cheaper just to source the part online and get a local electrician to replace it for you, hardly seems worth the effort (never mind the cost) of sending it back to Sonos for something any competent sparky could do in about 15 minutes.
    Kumar
    June 6, 2014
    any competent sparky could do in about 15 minutes.
    Haven't heard that word in a while - can you still find young examples in the UK?!
    the_lhc
    Avid Contributor I
    June 6, 2014
    Haven't heard that word in a while - can you still find young examples in the UK?!

    I expect that depends on your definition of "young"...
    Kumar
    June 6, 2014
    I expect that depends on your definition of "young"...
    Without grey hair?
    maninblack_30Author
    Contributor I
    June 6, 2014
    Sorry, a failing LED is not a "known design fault" (in capitals or not), it might be a known issue but it's a dying part (LEDs don't last forever), not a design fault, don't exaggerate.

    And if that's all it is then it'll probably be a lot cheaper just to source the part online and get a local electrician to replace it for you, hardly seems worth the effort (never mind the cost) of sending it back to Sonos for something any competent sparky could do in about 15 minutes.

    Sorry the_lhc, but it's known that the early LED's were over-driven, and therefore burned out far quicker than they should have, so by definition it is a design fault.
    Secondly, I'd love to meet a Sparky that can replace unknown spec Surface-mount components on a very small PCB.

    I'd love to source the part if I had a part number.
    But I'd still need to buy some kit to do the surface mount repairs, and my eyes are not that good.

    All this is moot, I just wanted my Sonos repaired, and was willing to pay an approved service provider, and was told "no".
    I don't think this is good enough for a beautifully designed bit of kit that is much more advanced than your typical piece of audio equipment.

    Fraser
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