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
My single CR200 has now been replaced 3 times. It costs me one way postage to Sonos, to get failure verified, and approx 1 week of outage. Sonos pay for the return postage.
However I agree with the main thrusts of your post:
1> that the CR200 is a dud with an unacceptable re-failure rate. I may have been guilty of cleaning the first unit's screen with a damp cloth, but the two other were treated with much TLC & caution, and I am the only person who uses it.
2> Even though Sonos replace the units under warranty, the customer does suffer costs caused by this manufacturing or design problem.
3> Sonos explanation of this problem is not credible. If was just a bad batch problem, why are we getting failures from replacement units when they state the the bad batch has been flushed from the system?
I have tried several help tips from the HELP desk, but to no avail...:rolleyes:. it is dead horizontally alternately in strips fashion. Those unresponsive bands make selecting music impossible. My new plan is to have my sister bring it back (from Thailand) to USA and have it fixed or replaced or whatever to bring its life back.:p
Userlevel 2
And then what happens when the Sonos extended warranty expires? Would you have bought the device if you had known that it's expected lifespan was little over two years?
Unfortunately I know what happens when the extended warranty expires. My CR200 purchased right as they became available developed the lower-right deadspot a couple of months ago. Support told me it would cost $100 to repair, which I've not done at this point.
-ColinH
Sadly (also luckily) I have to report that my second CR200 (now on replacement 4) has frozen on the bottom third of the screen so just as well I had not made my pilgrimage to the dealer in Singapore yet as now I want two replacements. I have purchased a number of extra charging cradles for the CR200's so I can use throughout the house and so for me now it is a point of principle that I want what I paid for, I don't want to use an iTouch via WiFi just because it is easier for Sonos as a Company to get rid of the problem.
Sadly I also need to report that Andrew Schulert - Head of Quality for Sonos still has not come onto the forum and addressed what must be classed as a global quality control failure. My Supplier in Sinagpore has now physically stopped selling the CR200 to any new customers as the volume of complaints was unacceptable for his high end HiFi business. Not sure why Sonos don't just "man up" take responsibility for this and either recall all the units and refund the cost (from the location they were purchased - in my case 4 x $515 USD) or get the problem fixed 100% and replace all CR200's with confirmed default free new units. I realize from a Company perspective they may not want to do that because of the crazy litigation laws in the States ( sue Sonos for 35M because my eyesight is damaged because of their faulty product) but they do need to the right thing by all the people GLOBALLY who purchase their products.
Sadly I also need to report that Andrew Schulert - Head of Quality for Sonos still has not come onto the forum and addressed what must be classed as a global quality control failure. My Supplier in Sinagpore has now physically stopped selling the CR200 to any new customers as the volume of complaints was unacceptable for his high end HiFi business. Not sure why Sonos don't just "man up" take responsibility for this and either recall all the units and refund the cost (from the location they were purchased - in my case 4 x $515 USD) or get the problem fixed 100% and replace all CR200's with confirmed default free new units. I realize from a Company perspective they may not want to do that because of the crazy litigation laws in the States ( sue Sonos for 35M because my eyesight is damaged because of their faulty product) but they do need to the right thing by all the people GLOBALLY who purchase their products.
I do find the silence of Sonos people when there is a problem with their product to be very annoying and almost on a par with the arrogance of Apple in this respect.
It's no way to treat your loyal customers Sonos and no way to treat those who are holding back from purchasing more of your products as we still aren't sure if the problem has been fixed. It would appear not but you just won't admit it. I hope I'm wrong.
It's no way to treat your loyal customers Sonos and no way to treat those who are holding back from purchasing more of your products as we still aren't sure if the problem has been fixed. It would appear not but you just won't admit it. I hope I'm wrong.
Userlevel 2
Im on my third controller. Have had two replacements under warranty the first failed after about 3 months. Good customer service but why they are still failing is worrying. It's also a real hassle having to go through the returns process. My UPS depot (uk) is a 50 mile round trip.
Userlevel 2
4th controller in 13 months- just crazy stuff. Next time it fails I'll be demanding a full refund. Have already seeked legal advice and our consumer laws are quite clear on these areas.
Userlevel 2
Why have I had 2 more failures since then? I have no doubt that the original manufactured CR200 stock has been depleted, but you (SONOS) obviously haven't made any improvements to the new units! Either that, or your service centres are doing some repair work to the failed units and not actually replacing them with a new unit. In which case they must still be using inferior components!
Userlevel 2
I'm embarrased, because I had this problem already twice and now it seems to happen the third time. a part of the touchscreen doesn't respond anymore. the first and second quit duty after 6 month, now I have the replaced controller just about 4 month. the only pleasant thing is the customer service!
My Supplier is still trying to convince me to go to iTouch via WiFi which really defeats the purpose of one integrated system - SONOS. Wish the head of quality for Sonos would at least bless us with his presence on this Sonos hosted forum and give our user community some kind of statement on this disgraceful situation.
There are obviously many faulty units and not from a single batch and we are now hearing about refurbished units being supplied to people who have returned faulty CR200 units if that is the case then Sonos are playing a very silly game.
I for one have just worked out I have over $13K of Sonos components and there are people on this forum who have spent much more and so we deserve better as do the people who only have one S5 and a bridge. One fact ties us all together, we all have spent our money on Sonos because it was supposed to be the best in class and yes it is great to say how good Sonos Customer service is but fundamentally we shouldn't need to rely on them at all if the product was good and the fact they are quite happy to send out replacement CR200 number 2,3 & 4 is quite worrying
There are obviously many faulty units and not from a single batch and we are now hearing about refurbished units being supplied to people who have returned faulty CR200 units if that is the case then Sonos are playing a very silly game.
I for one have just worked out I have over $13K of Sonos components and there are people on this forum who have spent much more and so we deserve better as do the people who only have one S5 and a bridge. One fact ties us all together, we all have spent our money on Sonos because it was supposed to be the best in class and yes it is great to say how good Sonos Customer service is but fundamentally we shouldn't need to rely on them at all if the product was good and the fact they are quite happy to send out replacement CR200 number 2,3 & 4 is quite worrying
I have to agree that the CR200 has not turned out to be the great "touch screen" experience we wished for and expected.
Actually I never really thought the CR100 needed a touch screen but they seem to be the “must have” interface for everything these days. I much prefer the hard buttons of the CR100 but even the use of these was not always as intuitive as it could have been, hence I suspect the clamour for a touch screen controller.
We purchased a couple of CR200s with a view to replacing our 6 CR100s over time. However the CR200 was not that good to use and despite very low usage both units failed and needed to be replaced.
Sonos customer support is very efficient and we are still happy loyal customers. But in all honesty I can only recommend the CR100 to friends (if they can find NOS), which is a real shame as the CR200 seems to be the only duff product in the Sonos range and you need a controller to use the rest of the system!!
I trust that Sonos will update / replace the CR200 with a better unit in due course rather than discontinue Sonosnet controllers completely. The desktop / Wi-Fi controllers are not nearly as good as a true Sonosnet controller. – Just my thoughts.
Actually I never really thought the CR100 needed a touch screen but they seem to be the “must have” interface for everything these days. I much prefer the hard buttons of the CR100 but even the use of these was not always as intuitive as it could have been, hence I suspect the clamour for a touch screen controller.
We purchased a couple of CR200s with a view to replacing our 6 CR100s over time. However the CR200 was not that good to use and despite very low usage both units failed and needed to be replaced.
Sonos customer support is very efficient and we are still happy loyal customers. But in all honesty I can only recommend the CR100 to friends (if they can find NOS), which is a real shame as the CR200 seems to be the only duff product in the Sonos range and you need a controller to use the rest of the system!!
I trust that Sonos will update / replace the CR200 with a better unit in due course rather than discontinue Sonosnet controllers completely. The desktop / Wi-Fi controllers are not nearly as good as a true Sonosnet controller. – Just my thoughts.
Userlevel 2
Actually I never really thought the CR100 needed a touch screen but they seem to be the “must have” interface for everything these days. I much prefer the hard buttons of the CR100 but even the use of these was not always as intuitive as it could have been, hence I suspect the clamour for a touch screen controller.
We purchased a couple of CR200s with a view to replacing our 6 CR100s over time. However the CR200 was not that good to use and despite very low usage both units failed and needed to be replaced.
Sonos customer support is very efficient and we are still happy loyal customers. But in all honesty I can only recommend the CR100 to friends (if they can find NOS), which is a real shame as the CR200 seems to be the only duff product in the Sonos range and you need a controller to use the rest of the system!!
I trust that Sonos will update / replace the CR200 with a better unit in due course rather than discontinue Sonosnet controllers completely. The desktop / Wi-Fi controllers are not nearly as good as a true Sonosnet controller. – Just my thoughts.
Haven't used either the CR100 or CR200 in earnest, but decided an iPod touch was the way to go as a cheap controller, with my iPad being a pretty damn good controller. Seems Sonos no longer list either of their own any longer.
It is listed in the SHOP section of their site:
http://www.sonos.com/shop/products/control
I see your point though, it no longer features in the system lineup in the front part of their site.
With 3.7 Android controllers can now use Sonosnet - making them "genuine" Sonos controllers.
Maybe this is the actual strategy for the CR200 replacement...
Maybe this is the actual strategy for the CR200 replacement...
Userlevel 2
Same issue here - I had to replace the first CR200 controller (free of charge) and now have the problem again - in both cases, some segments, starting at the bottom of the touch screen, stopped responding. My dealer keeps telling me for 3 months now that he will get me a replacement...he says that SONOS had no stock and I should consider using an Android / iPhone instead. I prefer the controller rather than the iPAD / Android option as the controller directly integrates with the SONOS meshed network - rather than connecting indirectly through the Wi-Fi router (which will make the operation less responsive). This was the very reason why I bought the very expensive CR200.
I do understand that things may get wrong for a new production batch but instead of sending me another controller with the same issue - why can't that be fixed for subsequent batches? The problem appears to be well known. Is there a new Controller planned?
I do understand that things may get wrong for a new production batch but instead of sending me another controller with the same issue - why can't that be fixed for subsequent batches? The problem appears to be well known. Is there a new Controller planned?
As of v3.7 Android devices can also connect directly to SonosNet, though there have been reports of problems with re-connection to an 'idle' Sonos system.
Well I have finally had to admit defeat, I will be contacting my Supplier today to try to finally get shot of all my CR200 controllers and no I will not be replacing with iTouch, I will use my CR100’s until they die. As reported I had two CR200 which had already crashed and burnt and the introduction of 3.7 has finally killed my other two. As reported by other people on this forum when trying to upgrade the next button on the bottom section is unusable so no upgrade can take place and no way to cancel the upgrade.
I actually work in the development of software products and this entire CR200 farce absolutely smells of bad product testing and even worse quality control, the story about the bad batch is also a smokescreen.It's a real shame that Andrew Schulert has not taken the opportunity of addressing this via the forum and really does not send a very good signal to the user community regarding product quality within Sonos as a company. The hidden agenda here I think is just to keep quiet and people who bought CR200 controllers will eventually get fed up and go away, then they can remove from the market, they know that people will not spend the money legally challenging their very clearly inferior product.
I contacted Sonos support early last week but as expected got no response to this sensitive subject, seems like it has all gone in the too hard basket. To all the people who think Sonos are a great company because they replace their faulty products very efficiently, that is called keeping the peace. In my Company heads would have rolled by now and a statement of apology issued with 100% commitment to resolve first time or recall all of the product if they cannot keep that commitment – shame on you Sonos.
I actually work in the development of software products and this entire CR200 farce absolutely smells of bad product testing and even worse quality control, the story about the bad batch is also a smokescreen.It's a real shame that Andrew Schulert has not taken the opportunity of addressing this via the forum and really does not send a very good signal to the user community regarding product quality within Sonos as a company. The hidden agenda here I think is just to keep quiet and people who bought CR200 controllers will eventually get fed up and go away, then they can remove from the market, they know that people will not spend the money legally challenging their very clearly inferior product.
I contacted Sonos support early last week but as expected got no response to this sensitive subject, seems like it has all gone in the too hard basket. To all the people who think Sonos are a great company because they replace their faulty products very efficiently, that is called keeping the peace. In my Company heads would have rolled by now and a statement of apology issued with 100% commitment to resolve first time or recall all of the product if they cannot keep that commitment – shame on you Sonos.
He may be conflicted. Although he is VP of Quality now, I think he was VP of Development when the CR200 developed.
If you are calling for Andrew Schulert's head that's not going to happen any time soon. Sonos is privately owned, and Andrew Schulert was a co-founder.
BarryM if Andrew Schulert is a co-founder of the Company there is even more need for him to placate his user community, his conflict of interest goes against all good company governance and explains why he has kept so quiet.
Userlevel 2
My replacement CR200 has just died now as well with the same touch screen problem. I have notified support, let's see what they say. 😞
Userlevel 2
A question for any UK users. I got my forst CR200 in December 2009 and in August 2010 had to get a replacement due to dead spots. The replacement has now gone the same way - had been dying for a bit before I got around to reporting it.
Sonos want to charge me £95 for a replacement (incl shipping and VAT). Quite frankly I don't think this is on for something that is clearly a product that has had such a troubled history - and is being withdrawn. Has anyone else been asked to pay towards a replacement - and did you pay it?
Thanks.
Sonos want to charge me £95 for a replacement (incl shipping and VAT). Quite frankly I don't think this is on for something that is clearly a product that has had such a troubled history - and is being withdrawn. Has anyone else been asked to pay towards a replacement - and did you pay it?
Thanks.
Userlevel 2
As ive said in another thread, i will use sale of goods act if i was in your posistion, i certainlly wouldnt pay £95 to sonos, when they have caused the situation by not acting positivley over the cr200 dead spot issue.
Personally I wouldn't pay them a penny, it is a defective product and they know it is defective. The batch thing just doesn't wash any more and from other postings I have read they are even trying to send out repaired CR200's as replacements and even they break so there is a major problem with the product and it should have been recalled. Not sure about the legal implications but they most certainly have a moral obligation to their customers. People by their products in good faith the product has been tested and is defect free and they should reciprocate in the same way when the product is defective by replacing free of charge or money back
Userlevel 2
A very quick update on SONOS wanting to charge for a replacement. I have had an email from a member of SONOS staff in the Netherlands in response to my post. They have confirmed that this is a mistake and asked for the all the details in order to sort it out. The CR200 is covered by an extended warrnaty if the fault is diagnosed as "dead screen" syndrome.
The email address I have on the Forum is not that attached to my registration so some detective work has been undertaken to contact me. Needless to say I am pleased about this and that they have spotted something was wrong and made an effort to rectify it. Let's hope the replacement when it comes lasts a bit longer this time.
The email address I have on the Forum is not that attached to my registration so some detective work has been undertaken to contact me. Needless to say I am pleased about this and that they have spotted something was wrong and made an effort to rectify it. Let's hope the replacement when it comes lasts a bit longer this time.
Foxtrot1972, maybe they do read this forum from time to time, if so it's time they started listening to their customers, which hopefully they did in your instance
Userlevel 2
Hmm, nobody contacted me after my post about Sonos wanting $100 to repair my dead-spot CR200. Maybe they don't read the forum all the time and/or there are different regional policies. If anybody else has a current dead-spot CR200 and is being told there will be a repair charge I'd be interested in hearing.
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