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 was pretty unimpressed when I learnt that the dead spots on my CR200 are a widespread defect. Sonos at first seemed willing to help by replacing the controller, but then limited that to doing it in the UK, where I bought it. Since I am in South Africa, it'd cost me the same to get it to the UK as walking into a shop and buying another. To a certain extent this is fair enough, but I'm not really sure why I'm supposed to bear the cost of Sonos selling me a defective product, irrespective of where I live. My letter to Sonos support below:
-------
Dear Sonos,
While it may seem very magnanimous of you to offer to honour the international warranty that isn't actually in place, the issue is that this controller is defective with a known defect which is widely spread amongst your similar products. You have offered to replace it, except that you offer is limited in its scope, which makes it, from your customer's perspective (ie. me), close to worthless. If this was indeed a genuine warranty claim, I would agree with you that your offer was generous and valid. Except that you sold me defective equipment and now you're making it my problem that you did so.
I do not perceive that it is my fault that Sonos sold defective merchandise. To be clear, I am somewhat disenchated that this is the case. Sonos markets itself as making high-end audio equipment, and is concomitantly expensive. I somewhat mistakenly hoped that you would take responsibility for selling me a defective product. Let me give you an example of taking responsibility: Dell sold me a laptop in 2010. A few months later I had a problem with it while I was on holiday in the gulf of Thailand on a small island. I called Dell and asked them to see if they could fix it, and they sent a technician by boat to the house where I was staying. The island was so rural that I didn't have an address - I had to send directions and a google maps image of the dirt track which the house was on; but the technician got there and they sorted out the problem. That's real customer service. On the other hand, your limited offer is not - instead it feels like least cost reputational damage control because you sold a defective product. It leaves me in the lurch, with my nose out of joint, wishing that I'd bought a different brand.
In answer to your question: No, I do not wish to spend another R2000+ on a "free" replacement controller, which may or may not break again. I will make do with my andriod controllers. At least if my android device breaks I can get it fixed.
Regards
...
-------
Dear Sonos,
While it may seem very magnanimous of you to offer to honour the international warranty that isn't actually in place, the issue is that this controller is defective with a known defect which is widely spread amongst your similar products. You have offered to replace it, except that you offer is limited in its scope, which makes it, from your customer's perspective (ie. me), close to worthless. If this was indeed a genuine warranty claim, I would agree with you that your offer was generous and valid. Except that you sold me defective equipment and now you're making it my problem that you did so.
I do not perceive that it is my fault that Sonos sold defective merchandise. To be clear, I am somewhat disenchated that this is the case. Sonos markets itself as making high-end audio equipment, and is concomitantly expensive. I somewhat mistakenly hoped that you would take responsibility for selling me a defective product. Let me give you an example of taking responsibility: Dell sold me a laptop in 2010. A few months later I had a problem with it while I was on holiday in the gulf of Thailand on a small island. I called Dell and asked them to see if they could fix it, and they sent a technician by boat to the house where I was staying. The island was so rural that I didn't have an address - I had to send directions and a google maps image of the dirt track which the house was on; but the technician got there and they sorted out the problem. That's real customer service. On the other hand, your limited offer is not - instead it feels like least cost reputational damage control because you sold a defective product. It leaves me in the lurch, with my nose out of joint, wishing that I'd bought a different brand.
In answer to your question: No, I do not wish to spend another R2000+ on a "free" replacement controller, which may or may not break again. I will make do with my andriod controllers. At least if my android device breaks I can get it fixed.
Regards
...
I am now on my 4th CR200. Each of the previous 3 has failed in exactly the same way. Dead screen bottom RH side.
If this was batch related, then the previous 3 must have all come from that batch over a period of 4 years. Unlikely !!
Anyway, Sonos have always handled this brilliantly and I have had all replacements FOC even though the 1st one failed outside of the 1st year. I seriously considered selling my new one, but when I got it, it was actually refurbished and so I was too honest to sell it as new.
We'll see how long this one lasts !!
If this was batch related, then the previous 3 must have all come from that batch over a period of 4 years. Unlikely !!
Anyway, Sonos have always handled this brilliantly and I have had all replacements FOC even though the 1st one failed outside of the 1st year. I seriously considered selling my new one, but when I got it, it was actually refurbished and so I was too honest to sell it as new.
We'll see how long this one lasts !!
Fortunately I do have a Nexus7 and love that as a controller. I also have a CR100 which I've always preferred to the CR200 🙂
JohnG,
Sorry to hear your Sonos controller is starting to go bad.
FWIW, as indicated above, an iPod Touch is a good replacement and one that I endorse. Not only do I have the Sonos app installed, I also have an app for other "net aware" devices that are a part of my music/entertainment set up. It's all right there in the palm of my hand.
GL
DJ
Sorry to hear your Sonos controller is starting to go bad.
FWIW, as indicated above, an iPod Touch is a good replacement and one that I endorse. Not only do I have the Sonos app installed, I also have an app for other "net aware" devices that are a part of my music/entertainment set up. It's all right there in the palm of my hand.
GL
DJ
Damn. Mine is coming up to 3 years old (I think) and has just started misbehaving today :(
When I do the finger down the right hand side for the leading letter of the scrolling list it gets so far then stops. Also the dropdown arrow to show the time elapsed etc isn't working any more.
Oh well. Mine was part of the batch that was originally supposed to be the problem batch and so I guess I'm lucky it's lasted this long!
Is there any point in trying a reset of it?
When I do the finger down the right hand side for the leading letter of the scrolling list it gets so far then stops. Also the dropdown arrow to show the time elapsed etc isn't working any more.
Oh well. Mine was part of the batch that was originally supposed to be the problem batch and so I guess I'm lucky it's lasted this long!
Is there any point in trying a reset of it?
Welcome to the forum.
Although many of us would have preferred that Sonos maintain a dedicated Controller, I can't imagine that many were sold after the apps - both iOS and Android -- were available. Why would a user pay $349 for a Sonos CR200/Control when an iPod Touch is $229 (or less if you get a previous generation) and the Touch can do so much more? Whether the touchscreen problem played a role in the decision to discontinue the Control is something we'll probably never know, but it certainly didn't help.
I won't guess as to what Sonos will tell you with regard to repair/replacement, but I know I'd never pay that much to fix one. Very inexpensive Android smartphones -- often models intended for the no-contract prepaid market -- are readily available. I bought one for $29 new -- not a typo -- for my granddaughter to use. Not only can she use it as a Sonos Controller to play her songs on the Play:3 in her room when she visits, she can play games and all sorts of things a Sonos handheld can't do. Granted, smartphones aren't always available that cheaply, but even at 5 times that price you're still under the repair cost.
Although many of us would have preferred that Sonos maintain a dedicated Controller, I can't imagine that many were sold after the apps - both iOS and Android -- were available. Why would a user pay $349 for a Sonos CR200/Control when an iPod Touch is $229 (or less if you get a previous generation) and the Touch can do so much more? Whether the touchscreen problem played a role in the decision to discontinue the Control is something we'll probably never know, but it certainly didn't help.
I won't guess as to what Sonos will tell you with regard to repair/replacement, but I know I'd never pay that much to fix one. Very inexpensive Android smartphones -- often models intended for the no-contract prepaid market -- are readily available. I bought one for $29 new -- not a typo -- for my granddaughter to use. Not only can she use it as a Sonos Controller to play her songs on the Play:3 in her room when she visits, she can play games and all sorts of things a Sonos handheld can't do. Granted, smartphones aren't always available that cheaply, but even at 5 times that price you're still under the repair cost.
Userlevel 2
I've decided to register and post to this forum, as I've just started experiencing the dreaded 'part of my controller is dead' issue. For me, it's the top-right corner ('#' and A-E on the vertical search).
I've emailed Sonos and I'll be interested to see what they do, as my controller is out of the standard one-year warranty, but not the two-year one (although I purchased it in November 2012, which is after Sonos announced the extended warranty).
I note that Sonos aren't making controllers any more (apparently because the 'app' does the job just as well, if not better). I wonder if the quality of the touch screens had anything to do with that decision? In any case, in my experience, the app isn't much use if (like me) you don't have an iPhone.
I also note a recent post which suggests that Sonos are now asking customers to pay £100 to fix the controller. Given that it cost £279 in the first place and has hardly been used, £100 to fix it seems rather expensive for a product with a known and widespread fault, which appears to have a good chance of recurring. If this is the case, I'm struggling to see why customers should have to pay £100 every so often to fix Sonos's issue. This would be a shame for what is otherwise an excellent system.
I'll update this post as and when I hear from Sonos.
I've emailed Sonos and I'll be interested to see what they do, as my controller is out of the standard one-year warranty, but not the two-year one (although I purchased it in November 2012, which is after Sonos announced the extended warranty).
I note that Sonos aren't making controllers any more (apparently because the 'app' does the job just as well, if not better). I wonder if the quality of the touch screens had anything to do with that decision? In any case, in my experience, the app isn't much use if (like me) you don't have an iPhone.
I also note a recent post which suggests that Sonos are now asking customers to pay £100 to fix the controller. Given that it cost £279 in the first place and has hardly been used, £100 to fix it seems rather expensive for a product with a known and widespread fault, which appears to have a good chance of recurring. If this is the case, I'm struggling to see why customers should have to pay £100 every so often to fix Sonos's issue. This would be a shame for what is otherwise an excellent system.
I'll update this post as and when I hear from Sonos.
Userlevel 2
ive had the same controller problems of not charging and now a part of the screen is dead. ive had to reboot regularly for some time but the screen problem doesnt seem to go away. i contacted sonos who were very good until they asked for £101 for a replacement as its out of warranty! i dont want to spend £101 to have something else that doesnt work ( for long)
how can a company that sells such good and very expensive gear have such a rubbish remote control and then not support it even when customers have spent thousands on their equipment
we have iPads, iphones, computers but we still like the controller when it works. working off the sonos network rather than wireless is so much better when we are in the garden etc this is a real limitation to a great system
We were advised when we bought the system to stay away from the controller and go for a iPod. I wish we had listened!!
how can a company that sells such good and very expensive gear have such a rubbish remote control and then not support it even when customers have spent thousands on their equipment
we have iPads, iphones, computers but we still like the controller when it works. working off the sonos network rather than wireless is so much better when we are in the garden etc this is a real limitation to a great system
We were advised when we bought the system to stay away from the controller and go for a iPod. I wish we had listened!!
Userlevel 2
Love the Sonos kit had it for about two years and currently have the following
Three play 3s
Five play 5s
Two connects
One connect Amp
all linked to a 2TB hard drive
Plus I purchased 2 CR100 used from Ebay
So a considerable investment in the system
The only mistake I made was the purchase with the original system set up of a CR200 I've just been told that the 4th replacement unit is available for collection.
Excellent customer service from the store and a no quibble replacement from Sonos however I have zero faith in the CR200 lasting more than 6 months even the store doesn't believe that this unit will last any longer than the last.
It really is unacceptable that a dedicated controller costing £250 only lasts 6 months while a couple of old CR100s bought 2nd hand for the bathroom just keep running and running.
Fortunately as well as the CR100s my wife and I also control the system via a couple of galaxy tabs a couple of Ipads and our phones so that isn't a problem.
I am however just thinking of selling off the CR200 on ebay which is a shame as I really like the feel and quality of the CR200 and its also easy for visitors to use.
Three play 3s
Five play 5s
Two connects
One connect Amp
all linked to a 2TB hard drive
Plus I purchased 2 CR100 used from Ebay
So a considerable investment in the system
The only mistake I made was the purchase with the original system set up of a CR200 I've just been told that the 4th replacement unit is available for collection.
Excellent customer service from the store and a no quibble replacement from Sonos however I have zero faith in the CR200 lasting more than 6 months even the store doesn't believe that this unit will last any longer than the last.
It really is unacceptable that a dedicated controller costing £250 only lasts 6 months while a couple of old CR100s bought 2nd hand for the bathroom just keep running and running.
Fortunately as well as the CR100s my wife and I also control the system via a couple of galaxy tabs a couple of Ipads and our phones so that isn't a problem.
I am however just thinking of selling off the CR200 on ebay which is a shame as I really like the feel and quality of the CR200 and its also easy for visitors to use.
I just wanted to show appreciation to Tat Chuan Audio in Singapore for taking matters into their own hands and replacing my last 4 Sonos CR200 Controllers with 4 brand new 32gb WiFi Nexus 7 tablets free of charge. I have over the last couple of years had to replace 12 CR200 controllers (must have all been from the same faulty batch - eh Sonos) and they have got to the point they will not replace them anymore. They told me they have had major problems with them in Singapore and as they are high end HiFi people they felt they could not expect their customers to accept this anymore.
Well done Tat Chaun Audio, shame Sonos did not show the same level of professionalism in recalling all CR200 units and refunding wasted money.
Well done Tat Chaun Audio, shame Sonos did not show the same level of professionalism in recalling all CR200 units and refunding wasted money.
Userlevel 2
I was seeking support for the general principle that repeated failures should be handled through the Small Claims procedure, if the owner is UK-based. I think there is a legal right to more than 2 years' use with a device such as this.
I got no replies at all!
What do you think?
Fraser
I got no replies at all!
What do you think?
Fraser
Userlevel 2
So the dead spot on my controller has got worse and now covers the play now and add to queue function making the controller useless.
I contacted SONOS and got a response from Gary Quinn asking me to remove the battery and replace it to see if that helped, if not they would process an IN WARRANTY RMA.
The battery thing worked until recently.
I contacted Gary again asking for the RMA but now they will not do it as IN WARRANTY eventhough I have an email stating they will. They want £100 now.
So by putting up with having to remove and replace the battery every week I have now got to pay £100!
Not impressed at all. I always held customer support in high regard unil now.
I'm on my 3rd controller in 2 years.
Both failures have been bottom right hand corner of screen. Sonos has dealt wonderfully with the replacements. No hassle, next day pick up from my house and delivery of a new one a few days later.
So, for now, I am happy. However, if it happens again, I will have to consider other options.
Both failures have been bottom right hand corner of screen. Sonos has dealt wonderfully with the replacements. No hassle, next day pick up from my house and delivery of a new one a few days later.
So, for now, I am happy. However, if it happens again, I will have to consider other options.
John Lewis @ Bluewater had them for sale yesterday.
Userlevel 2
My replacement CR200 died recently. Contacted sonos, obtained RMA and replaced the unit. Brilliant service as usual.
Shame I can't say the same about the CR200 :rolleyes:
Out of interest, Sonos say they still make the CONTROL (CR200) although don't sell it now. I guess they are still expecting the return of a lot of duff units.
Shame I can't say the same about the CR200 :rolleyes:
Out of interest, Sonos say they still make the CONTROL (CR200) although don't sell it now. I guess they are still expecting the return of a lot of duff units.
Userlevel 2
As I suggest above, getting a further replacement isn't the answer to anything. It is clear that these things have a fundamental flaw which is not batch-related.
Given that they are no longer being offered for direct sale, and that the replacements themselves fail, eventually Sonos will run out of replacements. There is nothing 'brilliant' about replacing a faulty unit with another which is hostage to the same fault.
You need to agitate for a refund and use the money to fund a couple of old smartphones to run the software.
Fraser
Given that they are no longer being offered for direct sale, and that the replacements themselves fail, eventually Sonos will run out of replacements. There is nothing 'brilliant' about replacing a faulty unit with another which is hostage to the same fault.
You need to agitate for a refund and use the money to fund a couple of old smartphones to run the software.
Fraser
My CR200 has developed 2 faults. The first is the standard 'dead zone' in the bottom right hand corner.
The second is that every now and then, the controller loses all charge, even when in the cradle. It will often then not recharge for some days. After multiple reseating of the device, it eventually charges up and is ok for a few weeks, when it will happen again.
This is already a replacement for my original CR200 which had the same 'Dead Zone' problem. Sonos were brilliant and replaced the controller without any problems (beyond the 12 month warranty).
Hopefully they will do the same again.
The second is that every now and then, the controller loses all charge, even when in the cradle. It will often then not recharge for some days. After multiple reseating of the device, it eventually charges up and is ok for a few weeks, when it will happen again.
This is already a replacement for my original CR200 which had the same 'Dead Zone' problem. Sonos were brilliant and replaced the controller without any problems (beyond the 12 month warranty).
Hopefully they will do the same again.
Userlevel 2
I bought 2 CR200 units initially. Both developed screen faults within the warranty period.
The 2 replacements have now developed the same faults - just outside the extended warranty period.
I think it is time to stop mucking about with ad-hoc replacement, Sonos' capacity for which can't be unlimited anyway.
It is clear from the longevity of the problem that this was not just a 'batch fault', even though it may have appeared so in its early years.
This product should have been sorted - if such were technically possible - or swiftly abandoned. If the latter, persons with units developing faults should have been given refunds, not offered replacements.
As I understand it, the legal position in Europe is that there is an expectation of life span for units of a given type, irrespective of manufacturer's warranty. It seems to be about 6 years for a product like this.
I think it may be worth my while pressing for refunds for the 2 units through the UK Small Claims Court. If I am successful, others may care to do the same.
Any thoughts?
Fraser
The 2 replacements have now developed the same faults - just outside the extended warranty period.
I think it is time to stop mucking about with ad-hoc replacement, Sonos' capacity for which can't be unlimited anyway.
It is clear from the longevity of the problem that this was not just a 'batch fault', even though it may have appeared so in its early years.
This product should have been sorted - if such were technically possible - or swiftly abandoned. If the latter, persons with units developing faults should have been given refunds, not offered replacements.
As I understand it, the legal position in Europe is that there is an expectation of life span for units of a given type, irrespective of manufacturer's warranty. It seems to be about 6 years for a product like this.
I think it may be worth my while pressing for refunds for the 2 units through the UK Small Claims Court. If I am successful, others may care to do the same.
Any thoughts?
Fraser
Userlevel 2
My case is that my 2009 CR200 costs a flat fee of $100 for a refurb unit plus I pay shipping both ways. I like the CR200 since it has one purpose and is faster than 'waiting' for the sonos app to load on other devices, but now I have to determine is speed worth $120.....
Sonos probably treats these on a case-by-case basis. Give them a call.
Userlevel 2
Ratty, any idea what happens when your CR200 is well out of warranty? Got mine when they were first released but the dead area is now getting larger and less and less responsive.
Should have searched better first, I didn't imagine it would be a widespread problem! Apologies.
I have just chatted with Sonos live support who have extended my warranty (it was 8 days out of date!) and are sending through RMA details.
I have just chatted with Sonos live support who have extended my warranty (it was 8 days out of date!) and are sending through RMA details.
Tingle,
Welcome to the forums.
I regret to say that you're not alone, and I've merged your post which those from the similarly afflicted. You'll need to contact Sonos Support.
Welcome to the forums.
I regret to say that you're not alone, and I've merged your post which those from the similarly afflicted. You'll need to contact Sonos Support.
Hi all,
I have a bit of a strange error on my CR200. All of a sudden, I have had it for just over 2 years, the touch screen seems to have developed a fault.
The bottom right of the screen no longer responds to touch input - everything else works absolutely fine. It is limited to the bottom right as seen when I try to search for things, some of the keys work and the bottom right ones don't!
Can anyone offer any enlightenment as to what I can do?
Many thanks
James
I have a bit of a strange error on my CR200. All of a sudden, I have had it for just over 2 years, the touch screen seems to have developed a fault.
The bottom right of the screen no longer responds to touch input - everything else works absolutely fine. It is limited to the bottom right as seen when I try to search for things, some of the keys work and the bottom right ones don't!
Can anyone offer any enlightenment as to what I can do?
Many thanks
James
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