Contributor I

Sonos One dead (cannot power up).

Forum|Forum|6 years ago
October 5, 2020
76 replies
39146 views

i just had one of my Sonos One, less than 2 years old, die on me over the weekend. it doesn’t power up at all. it’s not the power cable as the cable works with another unit i have.

what should i do?

and fortunate / unfortunate timing, as i was looking to buy a few more units - need to relook options.

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Pinned Reply By Paul A

Hi @RF7.

Welcome to the Sonos community and thanks for bringing this to our attention. I understand the situation you’re in. Having a device that suddenly not work and not power on is not a good experience to have. Let us help you out.

As what @Airgetlam has mentioned, It is in your best interest to call our technical support team to conduct a more in-depth troubleshooting step or possible product replacement. I would also like to suggest the following basic troubleshooting step that might help out.

Can we unplug the power cord from the power outlet and from the Sonos One and plug it back after 10-15 seconds. We just want to make sure everything fits snuggly.
If the Sonos One is plugged into a power strip and not a power outlet, can we bypass the power strip and plug it into a power outlet and check if the Sonos One would get any light indications at all?
If the Sonos One is plugged into a power outlet, can we check by either plugging another device (that works) on the same power outlet that the Sonos One is plugged into to make sure that there is power supplied on that power outlet?
Can we try also plugging the One into a different power outlet and check if we have any improvements?

If after following the above recommendations and still we have no signs of activity on the Sonos One, I would then try contacting our technical support team for more in-depth troubleshooting steps or possible product replacement.

I hope this helps.

Please let us know if you still have further questions or concerns. We are always here to help.

Thanks,

Show previous replies

J

Just Josh

Lyricist I

My Sonos One SL (one of six Sonos products I own) just stopped working randomly. I’ve had this one for18 months. I’ve tried all the steps suggested on the Sonos site and in this thread… to no avail. Reading all of this makes me nervous about calling support. I’ve paid a bundle for the system. I’d be very disappointed to get the, “we’ll give you 30% of a replacement rehabbed one” response. If one out of six of these lasts less than 18 months, they should be selling these at Walmart for half the cost.

L

LMrcpa123

Avid Contributor II

My Sonos One SL (one of six Sonos products I own) just stopped working randomly. I’ve had this one for18 months. I’ve tried all the steps suggested on the Sonos site and in this thread… to no avail. Reading all of this makes me nervous about calling support. I’ve paid a bundle for the system. I’d be very disappointed to get the, “we’ll give you 30% of a replacement rehabbed one” response. If one out of six of these lasts less than 18 months, they should be selling these at Walmart for half the cost.

Is there really nothing sonos will do?

Airgetlam

If you’re within warranty, Sonos will replace it free of charge. If the device is out of warranty, they often do something most companies don’t do, and offer you a discount on a replacement, if you purchase directly through them.

Of course, Sonos has no way of knowing if there has been any issues in the power supplied to the speaker, which is probably why the warranty isn’t infinite. Any electrical device can fail, unfortunately, and more importantly, the computer components inside a Sonos. If it was ‘just’ a speaker, they could likely extend the warranty without concern.

Bruce

F

flyforfun

Contributor I

Just had my Sonos 1 die on me. I have a few others so unplugged them and swapped to see what the issue was and found the cable didn’t work either. Changed the fuse in the plug (this is something we can do in the UK) and the cable works. The unit doesn’t work the repaired cable or any other cables.

Before you all start saying “surge”, this unit was plugged into a 4 way extension lead/cord. None of the other electronic items on the extension broke, just this one. I’m guessing something went wrong with the Sonos unit which blew the fuse in the cord, saving the rest of the items. The only thing different with this Sonos unit is that it was the one plugged into my router. I’ve had to plug another one for now.

Given my unit is maybe between 5 and 10 years old, do you think they’ll offer me 30% a new one? 😀

Airgetlam

You could check your account at www.Sonos.com which would tell you. It’s hard for us to tell, though, since Sonos has not made a Sonos 1, just a Sonos PLAY:1, which is eligible for the upgrade, and a Sonos One, which is not.

But calling in to Sonos is always the best bet, they’re the ones who can authorize a discount, not us members on these forums.

Bruce

K

Keithmac

Virtuoso

What did Sonos say, when you contacted them?

This company is a joke. They sent me a way bill to send the speakers back along with the reply below.

May 31

“Hello Sammy,
It is good to know, you got the email with the waybill, as soon we get the defective units, we are going to ship the new ones, also you will receive an email with the tracking information.
Best Regards,
Karen P”

I replied back saying thank you and both units are shipped out.

June 4 I get the following reply.

“Hello Sammy,
Thank you for reaching out to Sonos Customer Experience. We hope this email finds you in good health. Thank you for letting us know.
In your case, since the returned units are outside of the warranty period, what you will receive once they have been processed is a voucher for a 30% discount credit on sonos.com for each of the speakers.
These credits are open and can be used on one item each from all available at the store, so you can use them to replace your units directly or you can use them for a different kind of speaker if you prefer. The discount will apply to sets as well as they are qualified as a single item, but please keep in mind that if you use a voucher on a shopping cart that has more than one item listed the discount will be applied to the most expensive one only.
Best regards”

I replied back with:

“Then why did you ask me to ship the speakers back to you? They already left 3 days ago.

As per the email below from Karen on May 31, 2022, 12:07 PM, she confirmed they are under warranty and I was getting a replacement. What has changed now?

Please see attached email and let me know”

and their reply today was this

Hello Sammy,
We understand that this might be frustrating and take part of your time.
I regret the last email from Ehirin on June 3, is correct, the defective unit warranty expires on June 24, 2021, and we are offering you a 30% discount code for the inconvenience. Once the defective units get to our warehouse the discounts will be released for your use.
Why the defective unit is requested to be sent?
This is part of our improvement process, our technicians have to study what fails and why to avoid this from happening again in future products.
Once again, we apologize for any inconvenience this may have caused you, and we thank you for your understanding on this matter. If you have other concerns, feel free to let us know.
All the best,
Shi Sing Y”

This company is a joke. I understand the speakers are outta of warranty and they could have said that from the second I called and ended this back and forth. I took a day off work just to send these speakers out.

They wont warranty my speakers but they want them back for a study? I have almost 10 sonos speakers/products at my house and I will never ever buy another one. I will list what I have for sale and never recommend this garbage to anyone else.

Very disappointed.

Sorry for the rant, this is just ridiculous.

I personally would request the units back.

There are sellers of power supply parts etc and personal I'd be taking then to bits and repairing them (appreciate this is no for everyone).

To me it looks like Sonos have stolen your units!.

D

Djkasra

Lyricist I

Same happened to mu sonos product.

i purchased $2,000 worth of sonosh products last black friday directly from the site and now on of the speakers stopped working after 13 months. Just over a year and and now will i not be covered under warranty?

i moved from boss just to try something new but have my boss speakers still working after 8 years still.. i will call sonos and see how they will handle it and let you guys know but no high hopes based on reading these posts.

thanks

kasra

L

LukasMendez

Lyricist I

My Beam Gen 2 did that just a few days after using it

T

tonyhawk

Lyricist I

Same here. Around 2 years of ownership and both of my One SL’s are dead. A 12 month warranty on a premium product is a joke.

A

axelenet