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 a dead spot right where the advance button is. I have tried everything including factory reset. Is there anything to try or just cry ?
thanks
thanks
Userlevel 2
I've had two controllers pack up on me over the last year with both screens developing dead spots. The shop I bought them from offered a full refund which I took over chancing a replacement controller for a third time. Based on the number of people who have reported this problem on these forums it seems quite clear this product is not fit for purpose.
Hi,
With regards tomwrights comment about service in Australia, while I'm 12 months into massive problems with dropouts on my Sonos network and have been more than somewhat grumpy at times, I have nothing but praise for the service and support provided by Playback Systems in Australia. In fact, in the first stages of the problem, they were far better than the initial direct Sonos support, but the problem has been handed back to Sonos support a few months ago and they too have been very attentive and helpful. For anyone wondering, the problems haven't gone away entirely but performance has improved through various changes we have discussed and implemented. In fact if it wasn't for the standard of support and service I've received over the last year or so (not to mention the time and effort Ratty put in to my initial queries here) I'd be long gone as a customer.
Cheers
Chris
With regards tomwrights comment about service in Australia, while I'm 12 months into massive problems with dropouts on my Sonos network and have been more than somewhat grumpy at times, I have nothing but praise for the service and support provided by Playback Systems in Australia. In fact, in the first stages of the problem, they were far better than the initial direct Sonos support, but the problem has been handed back to Sonos support a few months ago and they too have been very attentive and helpful. For anyone wondering, the problems haven't gone away entirely but performance has improved through various changes we have discussed and implemented. In fact if it wasn't for the standard of support and service I've received over the last year or so (not to mention the time and effort Ratty put in to my initial queries here) I'd be long gone as a customer.
Cheers
Chris
I have also had a high failure rate from my Sonos equipment (CR200 multiple times, S5 and two ZP90s also).
Have had nothing but good experiences from Sonos support people in Australia.
I don't think that they would support out of region h/w, as they are probably only remunerated for kit that they sell. If you wanted to arrange out of region support you would probably need to firstly call the support structure in the region which is paid to provide your support.
In case this helps as a datapoint:
I purchased my Sonos gear in Germany and have been living with it in several different countries. Right now in Abu Dhabi - UAE. My CR 200 failed and I inquired with Sonos support as to my dilemma. They simply advised me to send the controller in to their service partner in Hong Kong (apparently the closest one).
A new controller was returned to me free of charge within 3 days.
I purchased my Sonos gear in Germany and have been living with it in several different countries. Right now in Abu Dhabi - UAE. My CR 200 failed and I inquired with Sonos support as to my dilemma. They simply advised me to send the controller in to their service partner in Hong Kong (apparently the closest one).
A new controller was returned to me free of charge within 3 days.
Userlevel 2
Had similar issues with regards to living in different country from original purchase - not a big deal with most hardware, but the failure rate on my Sonos kit has been at around 30% of all hardware I've purchased so a major headache. Would be very interested if you have success arranging to return to a local retailer, as I've tried to negotiate this with Sonos before but to not avail, and their service (here is Australia) is woeful.
They may allow you to post to your local support company.
They may just need proof of failure. They replace the failed units, not repair them.
It is worth asking.
They may just need proof of failure. They replace the failed units, not repair them.
It is worth asking.
Userlevel 2
Place a call with them. They may replace the unit.
Thanks for the tip. I'll give that a shot. Regretfully I now live overseas so will need to pay for postage back to the USA (no international warranty if purchased in the USA, even though there is an authorised Sonos dealer in my country...) but I guess it's cheaper than buying another unit.
Sonos extended the warranty period.
Place a call with them. They may replace the unit.
Userlevel 2
Hi - I too have places on the CR200 that are unresponsive... bottom right and top right of the screen. I have actually had the problem for a few months now, not realising it was so widespread until I found this thread (253 posts in just one thread.. not to mention all those that have issues but don't voice it online). My controller is now well out of warranty.
It's a little unfair that Sonos does not appear to have really fixed the issue, instead seemingly replacing one unit with another that ultimately develops a similar issue.
For a controller that's not cheap this is a pretty poor proposition. I thought highly of Sonos until this issue... and recommended it to all of my friends. However now I really question the company's integrity in not addressing the problem appropriately (i.e. a redesign and recall of faulty units).
In my humble opinion Sonos is operating on borrowed time. I wonder how they will do when a company such as Apple or Google launches a competing product. With issues such as these tainting the view of Sonos reliability / ethics, I for one know where I'll put my money when a competing system is launched.
O.
It's a little unfair that Sonos does not appear to have really fixed the issue, instead seemingly replacing one unit with another that ultimately develops a similar issue.
For a controller that's not cheap this is a pretty poor proposition. I thought highly of Sonos until this issue... and recommended it to all of my friends. However now I really question the company's integrity in not addressing the problem appropriately (i.e. a redesign and recall of faulty units).
In my humble opinion Sonos is operating on borrowed time. I wonder how they will do when a company such as Apple or Google launches a competing product. With issues such as these tainting the view of Sonos reliability / ethics, I for one know where I'll put my money when a competing system is launched.
O.
Userlevel 2
It appears that I made a dialling error and dialled +44(0)1803447000 instead of +49(0)1803447000 (coincidently, "01803" is a uk dialling code very familiar to me, hence i got it wrong!).
It's still a shame that the 'live chat' option is no longer available. Nonetheless, my request for an RMA via the 'ask a question' service has been handled very efficiently.
Oh dear. About to raise a ticket for my TENTH replacement CR200. Another one bites the dust.
Userlevel 2
Have just tried to contact support via their Europe telephone number, after having problems with my second cr200. The telephone number published on the website has a recorded message along the lines of "the number dialled is not allocated to any of our customers. If you would like to buy this number...."!
I thought I'd try the 'live support' that I used last time, but this option appears to no longer be available.
Unfortunately I've had to resort to the impersonal 'ask a question'.
It seems sonos don't like to have direct dialect with their customers any more. Perhaps their hearing things they don't want to!
Does anybody recall their being an extended warranty on certain batch numbers or cr200's? I'm a bit concerned as I have had my faulty controller for almost 2 years, but it gets very little use.
I thought I'd try the 'live support' that I used last time, but this option appears to no longer be available.
Unfortunately I've had to resort to the impersonal 'ask a question'.
It seems sonos don't like to have direct dialect with their customers any more. Perhaps their hearing things they don't want to!
Does anybody recall their being an extended warranty on certain batch numbers or cr200's? I'm a bit concerned as I have had my faulty controller for almost 2 years, but it gets very little use.
Userlevel 2
thanks. Just dropped them an email
Contact Sonos Support. So long as it's within warranty they should replace or refund.
Userlevel 2
Hi
My cr200 has just began suffering from this. It's 9 months old but I hear they at now discontinued. Anyone know if I have any chance of a new one or even a refund?
Cheers
CMC
My cr200 has just began suffering from this. It's 9 months old but I hear they at now discontinued. Anyone know if I have any chance of a new one or even a refund?
Cheers
CMC
thanks, that was very very helpful
Unfortunately I have been told that my warranty is now void due to some previous cosmetic damage (plus I took the device out of the country).
So... any home fix for this issue? (He laughs but secretly hopes)
Seems like I have nothing to loose.
Does anybody know what the problem actually is?
Unfortunately I have been told that my warranty is now void due to some previous cosmetic damage (plus I took the device out of the country).
So... any home fix for this issue? (He laughs but secretly hopes)
Seems like I have nothing to loose.
Does anybody know what the problem actually is?
shem,
You appear to have been afflicted by the CR200 dead-spot problem. I merged your post with those from other sufferers.
You will need to contact Sonos Support.
You appear to have been afflicted by the CR200 dead-spot problem. I merged your post with those from other sufferers.
You will need to contact Sonos Support.
Hi all,
As of two nights ago, the bottom row of touch buttons on my controller have stopped working.
If I'm on the "Music" page of the controller the "Clock" "View Queue" and music note icon dont work, but items further up do.
On any page with a back arrow on it, the back arrow works but not any touch buttons to the right of it.
I didn't drop it, or pour anything on it.
I've restarted it.
I can't see any damage to the screen.
Any clues?
As of two nights ago, the bottom row of touch buttons on my controller have stopped working.
If I'm on the "Music" page of the controller the "Clock" "View Queue" and music note icon dont work, but items further up do.
On any page with a back arrow on it, the back arrow works but not any touch buttons to the right of it.
I didn't drop it, or pour anything on it.
I've restarted it.
I can't see any damage to the screen.
Any clues?
Userlevel 2
Just joined the forum and can now take some comfort in finding out that I am not alone in experiencing CR200 touch screen problems. I am now on my third which has just started playing up after six months. This one was brand new albeit made in sept 10. Now awaiting a reply from Sonus support and looking forward to receiving yet another replacement controller!
Following up on my post of May 4th as I had no response from Sonos support I have posted two further updates to see if I can get any kind of response but it seems they have caught a really bad case of Ostrich syndrome (If I bury my head it means my *** ain't showing) I attach the responses to Sonos support for info. For new readers I have now replaced 4 controllers all from different batches
Customer BBRAW67 via CSS Web 05/20/2012 10:26 PM
XXXXX
Reading the posts on the forum it would appear the problem with the CR200 is much bigger than portrayed by Sonos, confirms my theory this is not related a single batch but to many. Appreciate if you could address my previous e-mail as I am getting nervous re the 4 replacement controllers.
Appreciate your feedback
Customer BBRAW67 via CSS Web 05/17/2012 06:34 PM
XXXXXX
Any feedback on my question re warranty on the replacement CR200 controllers ??
I would also really like some kind of formal response from Sonos on the CR200 failure. This has cost me substantial money personally to facilitate the many change outs of these replacements and so some kind of response from Sonos would be appreciated
Regards
Customer BBRAW67 via CSS Web 05/20/2012 10:26 PM
XXXXX
Reading the posts on the forum it would appear the problem with the CR200 is much bigger than portrayed by Sonos, confirms my theory this is not related a single batch but to many. Appreciate if you could address my previous e-mail as I am getting nervous re the 4 replacement controllers.
Appreciate your feedback
Customer BBRAW67 via CSS Web 05/17/2012 06:34 PM
XXXXXX
Any feedback on my question re warranty on the replacement CR200 controllers ??
I would also really like some kind of formal response from Sonos on the CR200 failure. This has cost me substantial money personally to facilitate the many change outs of these replacements and so some kind of response from Sonos would be appreciated
Regards
Damn I think that's bad news that they aren't going to produce another controller. I believe the Android app is very basic to say the least 😞
The tech was very nice this morning and a fourth controller is on its way. I asked about the controller discontinuation and he said that they are already discontinued. When asked about the next version he said there will not be one. Users will need to use their Andriod, iPhone, etc. from here on out. Apparently Android devices talk directly to the Sonos system, like controllers, while other devices (e.g. iPhone) rely on the wifi network.
I asked what will happen when history repeats itself and my 4th controller develops a dead zone. He said they have an inventory of controllers sufficient to replace defective units for "some time".
I asked what will happen when history repeats itself and my 4th controller develops a dead zone. He said they have an inventory of controllers sufficient to replace defective units for "some time".
Just to add on, my 3rd controller developed a dead zone today. I'm calling for a new one tomorrow. Sigh.
In addition, I have a zone (one of four) that died several months back for no reason. They were less forgiving with that than they've been with the controllers (each one was replaced free of charge, as I expect the current one will be replaced).
Sonos has great ideas but their hardware leaves a lot to be desired.
In addition, I have a zone (one of four) that died several months back for no reason. They were less forgiving with that than they've been with the controllers (each one was replaced free of charge, as I expect the current one will be replaced).
Sonos has great ideas but their hardware leaves a lot to be desired.
thanks for your reply.
If there is a manufacturing problem with the controller, then Sonos should drop the controller off their Internet shop immediately and arrange for a full refund to customers who have defective controllers. I have emailed the CEO of Sonos about my concerns. It will be interesting to read his reply.
If there is a manufacturing problem with the controller, then Sonos should drop the controller off their Internet shop immediately and arrange for a full refund to customers who have defective controllers. I have emailed the CEO of Sonos about my concerns. It will be interesting to read his reply.
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