Hi there,
Since upgrading to 3.1 my cr200 has become unresponsive in certain parts of the scree. For example if i try and adjust the treble in the music equalisation screen I cant move the slider. If I try and slide up and down using the A-Z slider at the RHS of my music index it stutters at E and jumps to M. I have contacted Sonos who suggested that I reset the controller but to know avail. Any ideas?
Frazer
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Userlevel 2
I have emailed Sonos, but would be keen to hear Sonos' comments on this problem in this forum.
+2
I realized that the lower right of my screen was not recognizing touches.
I purchased my CR200 in August, and Sonos immediately reacted and issued me an RMA.
I sent my CR200 back and am expecting a new one in the mail this week.
Thanks Sonos.
I purchased my CR200 in August, and Sonos immediately reacted and issued me an RMA.
I sent my CR200 back and am expecting a new one in the mail this week.
Thanks Sonos.
Unfortunately, a 'me too' post. Purchased at end of February, but started playing up over the weekend (bottom and top sections of the screen).
Currently in the hands of support.
Currently in the hands of support.
Userlevel 2
This must be costing SONOS a fair amount to replace all these controllers. I hope they're getting some money back from their suppliers.
RMA is your only option. It is a hardware failure.
Userlevel 2
What is the quick way to recalibrate the screen? I think it may be that it simply isn't tracking the finger positions correctly. A factory reset doesn't do this, but I'd like to try it before I go through the RMA route.
My wife dropped my broken CR200 into the original retailer on Monday. They say a new one will be sent to me once they have returned it to Sonos in Melbourne.
Userlevel 2
I'm also in the UK but not such an express experience for me. Once I had reported the issue Sonos support immediately sent me back the rma details but after that the delay kicked in... I delivered the cr200 to UPS on 13th March and the replacement arrived 9th April. Looking at the UPS tracking data it spent roughly half the time in UPS, half at Sonos in Germany.
By way of advice: I didn't order a replacement unit giving my credit card details - if I had known it would take this long I would have done so.
By way of advice: I didn't order a replacement unit giving my credit card details - if I had known it would take this long I would have done so.
Screen has got steadily worse over the last couple of weeks and is now very frustrating to use and I'm back to the CR100. I've emailed Sonos support.
To update this for the benefit of the UK guys, I had an immediate reply from Sonos once open for business and was provided with details of where and how to ship the faulty unit. As the distribution centre was only 5 miles away, my wife took it along in person and within 5 minutes was provided with a brand new CR200.
Now that is service. Thanks Sonos.
I only hope now that the new device remains faithfully functional long after the warranty has expired.
You will probably have to deal with their local distributor here: http://www.playback.com.au/support/
I had a failure. They arranged for me to send it to them, and they couriered one back the day the day they received it.
I'm not sure what the options are in Australia but have e-mailed Sonos and am awaiting a reply.
onthenickel
We have the option in the UK of choosing to give our credit card details and get a swap out unit. You then have 14 days to return the original after they ship yours. I have just filled in the form and hope to get the return label early next week. So I am hoping to have one that I can keep using.
Mike
We have the option in the UK of choosing to give our credit card details and get a swap out unit. You then have 14 days to return the original after they ship yours. I have just filled in the form and hope to get the return label early next week. So I am hoping to have one that I can keep using.
Mike
I hate to add a 'me too' to this thread.... but me too. My dead spot is right over the play / pause button and next track button. With the desktop and iPhone controllers it isn't devastating but the CR200 is so much nicer to use. I haven't yet contacted Sonos or my retailer but will do so when I get a chance.
Userlevel 3
OnTheNickel,
Sorry to hear that your CR200 is experiencing issues. Please contact our Tech Support team directly so that we may look into the matter for you.
http://sonos.com/support/contact/Default.aspx?rdr=true&LangType=2057
Sincerely,
Mike
Sorry to hear that your CR200 is experiencing issues. Please contact our Tech Support team directly so that we may look into the matter for you.
http://sonos.com/support/contact/Default.aspx?rdr=true&LangType=2057
Sincerely,
Mike
Userlevel 2
How long are you in the UK waiting for the controller to be returned? Been waiting over a week now with no update.
Still no reply from Sonos? Their support on twitter are ignoring me on the issue as well? Is it a conscious effort to ignore it and hope it will go away? For a €350 remote control, I expect better.
Still no reply from Sonos? Their support on twitter are ignoring me on the issue as well? Is it a conscious effort to ignore it and hope it will go away? For a €350 remote control, I expect better.
I am having the same problem and got an RMA number yesterday. Website saying that this was not available for my region though (UK). I will call again tomorrow 😢 to try and sort it out. The dead spot is in a very problematic area.
Mike
Mike
Add me to the list.....
Screen has got steadily worse over the last couple of weeks and is now very frustrating to use and I'm back to the CR100. I've emailed Sonos support.
Screen has got steadily worse over the last couple of weeks and is now very frustrating to use and I'm back to the CR100. I've emailed Sonos support.
Userlevel 2
I just received my new CR200 yesterday, and so far it is working perfectly. I became aware of the touch screen problem last night when an acquaintance spoke of have two CR200 controllers that are experiencing misbehaving screens. This concerns me, and I will be watching my new CR200 for any signs of a malfunction. I had planned to sell my CR100, but now I think I should keep it for a while.
Userlevel 2
T
Not quite right. I telephoned Sonos after I was given an RMA number via email and simply gave them my credit card number. They authorised a replacement straight away. I still used my defective controller until the new one arrived (about four days I think) and then used the packaging it came in to send my faulty CR200 back via UPS.
But I agree with others, this problem should not have happened considering the cost of the remote.
Perhaps someone from Sonos may like to comment - I understand they read these forums.
I may be wrong, but I think it depends on where you are. I think US customers can offer a credit card number as security, and will get a replacement controller sent out before they send theirs back. UK customers get an RMA number once they have exhausted all other possible remedies, and need to send their defective unit back before Sonos dispatches a replacement. Despite UPS execrable performance, turn-around can be quite quick - within the fortnight, I seem to remember.
UPS seems to me to be the weakest link, at least if you are a UK customer. Worth tracking the prgress of your return via their website (if it works ;))
T
Userlevel 2
I started having problems at the top right hand corner of the cr200. Emailed support who quickly provided the rma details. A couple of days later and the problem had spread to virtually the whole screen, rendering the controller completely unusable.
I delivered the offending unit to UPS 2 weeks ago today and have heard nothing since. Emailed returns dept early Thursday morning and still nothing.
Not impressed with the poor build quality of such an expensive item or the response of the returns department. Shame as the cr200 is a pleasure to use - but it will be another Touch for me next time.
I delivered the offending unit to UPS 2 weeks ago today and have heard nothing since. Emailed returns dept early Thursday morning and still nothing.
Not impressed with the poor build quality of such an expensive item or the response of the returns department. Shame as the cr200 is a pleasure to use - but it will be another Touch for me next time.
Userlevel 2
I've jumped through the hoops - over the space of three or four updates - and my controller is being collected on Monday. There was no mention of a replacement being sent just it was going back for "repair/replacement". Anybody know how long I can expect to wait or should I demand a replacement now?
Userlevel 2
I know what you mean, but this is not the answer. If there is a problem with the CR200 then it needs to be fixed by Sonos and replaced where necessary.
Userlevel 2
Same problem here, the strip just above the Music Menu/Queue strip is not responding. It means I can't choose all zones, use the bottom row of the keyboard etc. Very annoying.
Similar timeframe too, I bought my system in early January.
For a component that costs €350, this is not really good enough and putting me off expanding.
Maybe it's time someone from Sonos responded?
Similar timeframe too, I bought my system in early January.
For a component that costs €350, this is not really good enough and putting me off expanding.
Maybe it's time someone from Sonos responded?
I hope not. Do you ever clean the screen with anything? Maybe the seals are less than perfect?
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