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

This topic has been closed for further comments. You can use the search bar to find a similar topic, or create a new one by clicking Create Topic at the top of the page.

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.

Show previous replies

melvimbe

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.

Profile of OP says he’s in the US.

Danny

Stanley_4

Grand Maestro

I like my odds and go without an extended warranty on my gear but every Sonos I gift someone gets a 4 year plan included.

Extra “insurance.” - I also ship them a good Tripp-Lite single outlet surge suppressor that includes replacement insurance for any connected device.

S

sjw

Local Superstar

...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.

Yep, why they exist in the UK at least is to sell to people who don’t know their actual consumer rights. In fact, a manufacturer’s warranty doesn’t mean much, purchasers’ contracts are with the retailer they buy from. A warranty may give protection for a price but doesn’t in any way reduce one’s rights granted by law.

Having said that, I don’t know any decent retailer that doesn’t provide a TV with a 5 year warranty - why anyone would pay for one is truly beyond me. I like that they do though - I like to think it helps keep prices down for others - a bit like all the suckers who stay with the same insurance companies year after year accepting the renewal price, subsidising others who don’t.

My parents used to buy those warranties until I pointed out how many times over they could have replaced things with the money they’d spent.

For the OP, I’d suggest calling again, expressing your disappointment in the failure - ask them directly if they feel it’s reasonable that their not inexpensive Amp only lasted such a short time. If they feel it’s reasonable then ‘wow’ - if they don’t then push for a more reasonable resolution - i.e. a replacement.

Sign up

Login to the community