Contributor I

Answered

Warranty - At Least Exchange for Refurb!

Forum|Forum|2 years ago
August 22, 2024
13 replies
1220 views

I know the warranty is for only 1 year, but as my luck would have it one of my Amps just stopped working will not power on. So I called support knowing it would be bad news, but thought hey since my wife wants me to remove all Sonos speakers after the app update since she hates the new app and I know it’s a huge big issue for a lot of people, so I thought maybe Sonos would send me a refurb replacement once I shipped my broken one back. That seemed fair to me and my wife will not see I had to spend money on any Sonos products and everything would be back up and working for me. However, I was met with strong push back that all Sonos could do is give a 30% discount. Again, totally get it and hey 30% is better than nothing, but right now when the company is trying to keep any loyal customers they still can (and boy am I loyal I have my entire house all rooms with Sonos and I also did my parents house the same way as well) and thought maybe they would be more flexible with their warranty during this time to be nice. But maybe I’m just crazy in thinking that way and I just should be looking for a replacement system

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Best answer by Ian_S

The situation will depend on where in the world you are, but consumer protection laws in many countries mean that a poor warranty period (Sonos’ 1 year warranty is not good) is not the end of it.

In the UK and Europe, consumer rights legislation allows for a “reasonable lifetime” of up to 6 years, depending on the item. The Amp is an expensive piece of equipment, and I doubt that any expert on consumer electronics would agree that a working life of just over a year is acceptable.

Isn’t this though why some users opt to buy ‘extended warranties’ to cover for the situation outside the manufacturers warranty period. If the law covered these things for us, no-one would ever sell, or purchase, the extended warranty insurance.

You can often buy such policies online, at any point during the manufacturers warranty period too. I tend to cover expensive items with such insurance cover at least for a 5 year period from date of purchase. I have my TV covered and our Home central heating system covered, just as examples.

Unless you bought from Sonos direct, your contract (in the UK at least) is with the retailer, which presumably is why the better retailers such as Richer Sounds or John Lewis offer longer warranties by default on certain items. Richer Sounds for example include a 6 year warranty on most of the Sonos range, excluding portables.

A

Antifon

Prodigy III

The situation will depend on where in the world you are, but consumer protection laws in many countries mean that a poor warranty period (Sonos’ 1 year warranty is not good) is not the end of it.

In the UK and Europe, consumer rights legislation allows for a “reasonable lifetime” of up to 6 years, depending on the item. The Amp is an expensive piece of equipment, and I doubt that any expert on consumer electronics would agree that a working life of just over a year is acceptable.

Ken_Griffiths

The situation will depend on where in the world you are, but consumer protection laws in many countries mean that a poor warranty period (Sonos’ 1 year warranty is not good) is not the end of it.

In the UK and Europe, consumer rights legislation allows for a “reasonable lifetime” of up to 6 years, depending on the item. The Amp is an expensive piece of equipment, and I doubt that any expert on consumer electronics would agree that a working life of just over a year is acceptable.

Isn’t this though why some users opt to buy ‘extended warranties’ to cover for the situation outside the manufacturers warranty period. If the law covered these things for us, no-one would ever sell, or purchase, the extended warranty insurance.

You can often buy such policies online, at any point during the manufacturers warranty period too. I tend to cover expensive items with such insurance cover at least for a 5 year period from date of purchase. I have my TV covered and our Home central heating system covered, just as examples.

A

Antifon

Prodigy III

Of course, you can pay for an insurance policy if you want.

But the statutory right is there and the extra cost to the consumer, assuming that the underlying fault is manufacturing/design fault, is zero.

Personally I never pay for extended warranties, because within the price of the warranty you pay for the average repair cost across all items of that type, plus the overheads and profit margin of the insurance company that sells the warranty. I would rather set some of my own money aside, and pay none of those overheads/profits.

F

furacaopr

Prodigy III

Check the credit card you used to buy your Amp. Some cards double the warranty offered by the manufacturer.

I

Ian_SAnswer

Prodigy III

The situation will depend on where in the world you are, but consumer protection laws in many countries mean that a poor warranty period (Sonos’ 1 year warranty is not good) is not the end of it.

In the UK and Europe, consumer rights legislation allows for a “reasonable lifetime” of up to 6 years, depending on the item. The Amp is an expensive piece of equipment, and I doubt that any expert on consumer electronics would agree that a working life of just over a year is acceptable.

Isn’t this though why some users opt to buy ‘extended warranties’ to cover for the situation outside the manufacturers warranty period. If the law covered these things for us, no-one would ever sell, or purchase, the extended warranty insurance.

You can often buy such policies online, at any point during the manufacturers warranty period too. I tend to cover expensive items with such insurance cover at least for a 5 year period from date of purchase. I have my TV covered and our Home central heating system covered, just as examples.

Unless you bought from Sonos direct, your contract (in the UK at least) is with the retailer, which presumably is why the better retailers such as Richer Sounds or John Lewis offer longer warranties by default on certain items. Richer Sounds for example include a 6 year warranty on most of the Sonos range, excluding portables.

P

prose111Author

Contributor I

Ugh first Harmony remotes and now Sonos speakers... I really wish APPLE would just purchase Sonos and Harmony and take over the home theater multi-room audio category!!! I am no longer ever going to be loyal to a consumer electronics company ever again!

Ken_Griffiths

Isn’t this though why some users opt to buy ‘extended warranties’ to cover for the situation outside the manufacturers warranty period. If the law covered these things for us, no-one would ever sell, or purchase, the extended warranty insurance.

You can often buy such policies online, at any point during the manufacturers warranty period too. I tend to cover expensive items with such insurance cover at least for a 5 year period from date of purchase. I have my TV covered and our Home central heating system covered, just as examples.

Unless you bought from Sonos direct, your contract (in the UK at least) is with the retailer, which presumably is why the better retailers such as Richer Sounds or John Lewis offer longer warranties by default on certain items. Richer Sounds for example include a 6 year warranty on most of the Sonos range, excluding portables.

Yes I do (always) look for such deals - Smart Home Sounds is another retailer here in the UK, but where there’s no such retailer policy in place (and the item purchased is expensive to replace) I wouldn’t hesitate to take out extended warranty cover, personally speaking, especially where electronic components are involved.

I guess you pay your money and take your choice, but for me, I would rather have a longer warranty cover period than say any discount etc. I covered my TV for 5 years and my central heating has 12 years of cover. I covered an iPhone/iPad for 4 years (just as examples).

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Antifon

Prodigy III

Ken - your point is irrelevant to the OP. He has a broken Amp.

No insurance company will sell him an insurance policy for it, because it’s already broken.

Ken_Griffiths

Ken - your point is irrelevant to the OP. He has a broken Amp.

No insurance company will sell him an insurance policy for it, because it’s already broken.

No, I guess the OP is likely out of luck, assuming they have chosen to not cover their product whilst it was within the manufacturers warranty period. I’m just pointing out that’s why such ‘extended’ insurance cover ’exists’ and is available to people who opt to pay the extra cost to get their devices covered after the manufacturers earranty has expired.

In the UK there is the option of taking the matter to a ‘small claims court’ to try to recoup some of the cost, depending on it’s use and other factors, but obviously it’s usually much easier to purchase an extended warranty …and the court will take things into consideration, including if there was an extended warranty considered/offered at the point of sale, how the product was used/stored (type of surge protector in use, if any) etc.

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Antifon

Prodigy III

We don’t know what country the OP is in but, in the UK, going to court isn’t the only thing you can do to exercise your consumer rights.

The first step would be to go to the retailer that sold you the item, to explain the situation and invite them to respond accordingly. Many retailers will cooperate.

Then you have the option to send them a “letter before action”, stating your intention to use the courts if they don’t meet their obligations in law.

But I’m not sure why you suggest that a court would care whether an extended warranty was available or not at the time of purchase. As far as I’m aware, that is completely irrelevant to your rights as a consumer.

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