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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There goes number three!!! I barely use the thing so am baffled as to what causes it. I wonder if a CR300 is due any time soon?
Not of merchantable quality! Sold my third one as soon as it arrived.
Buy an Fourth Generation Ipod Touch - much more useful for the money.
My CR200 has also started playing up in the last week or so. The bottom zone of the screen, particularly the right hand side, is not responding to touch control. This is really annoying as that is where the most important controls are.
I wasn't aware of the problem before, but then I discovered this thread and find that it seems to have been going on for a while, even though it is repeatedly said that it only effects a "small" number of controllers.
Worryingly, I've read that Sonos emailed all customers whose serial numbers fall in the effected range, but I did not get the message. Maybe the problem is even more widespread that Sonos realise?
The CR200 came in a BU250 bundle I bought from Audio-T less than a year ago, so I've reported the problem to them and am waiting for a reply. I had hoped that they would replace it themselves but, reading this thread, I guess that I'll have to deal directly with Sonos themselves. Hopefully that won't be too arduous.
I've been really happy with my Sonos kit; I hope this isn't the thin end of the wedge for long-term reliability.
I wasn't aware of the problem before, but then I discovered this thread and find that it seems to have been going on for a while, even though it is repeatedly said that it only effects a "small" number of controllers.
Worryingly, I've read that Sonos emailed all customers whose serial numbers fall in the effected range, but I did not get the message. Maybe the problem is even more widespread that Sonos realise?
The CR200 came in a BU250 bundle I bought from Audio-T less than a year ago, so I've reported the problem to them and am waiting for a reply. I had hoped that they would replace it themselves but, reading this thread, I guess that I'll have to deal directly with Sonos themselves. Hopefully that won't be too arduous.
I've been really happy with my Sonos kit; I hope this isn't the thin end of the wedge for long-term reliability.
Contact Sonos Support directly. It would help if you sent a system diagnostic first, with the CR200 awake. That way they will have your customer details and the CR200 serial number. Note the diag reference and quote it in the support ticket.
The replacement process should in no way be arduous. Their support activities are generally smooth and friendly.
Thanks Ratty. I've done that.
I am really curious as to what percentage of the CR200's which have developed the dead spots happened to purchasers located in the UK? Another poster earlier in this multi page thread asked the exact same thing.
Perhaps we should start a poll on this?
I ordered my CR200 in December from Amazon and I am in the US. Has anyone else who ordered from Amazon experienced this issue?
Perhaps we should start a poll on this?
I ordered my CR200 in December from Amazon and I am in the US. Has anyone else who ordered from Amazon experienced this issue?
NYC Guy,
Manufacturers are loath to share reliability data with anyone. This thread is much like a hospital -- after the tour one is certain that "everyone" is sick. Unfortunately, one cannot know much about the general population simply by walking through the hospital wards. Also, we could point to a particular social function, restaurant, building, or block where almost everyone is afflicted with a common illness, but this still does not say much about the general population. This particular issue seems to be a characteristic of a particular batch of units, but we don't know what percentage of this batch is at risk.
Little and big glitches can happen to any manufacturer. Most of us are probably aware of a recent issue with a certain cellphone. Millions of units are affected and continue to be affected. Was the manufacturer's response reasonable? It is an interesting case because millions of units continue to be sold to willing customers who are aware of the issue prior purchase.
A manufacturer shows its true mettle by the way it handles problems such as this.
Manufacturers are loath to share reliability data with anyone. This thread is much like a hospital -- after the tour one is certain that "everyone" is sick. Unfortunately, one cannot know much about the general population simply by walking through the hospital wards. Also, we could point to a particular social function, restaurant, building, or block where almost everyone is afflicted with a common illness, but this still does not say much about the general population. This particular issue seems to be a characteristic of a particular batch of units, but we don't know what percentage of this batch is at risk.
Little and big glitches can happen to any manufacturer. Most of us are probably aware of a recent issue with a certain cellphone. Millions of units are affected and continue to be affected. Was the manufacturer's response reasonable? It is an interesting case because millions of units continue to be sold to willing customers who are aware of the issue prior purchase.
A manufacturer shows its true mettle by the way it handles problems such as this.
A manufacturer shows its true mettle by the way it handles problems such as this.
I totally agree with what you have stated. That being said and after reading all of the posts made in this thread it just seemed that the majority of the complaints concerning the defective screens on the CR200's were from users in the UK.
Therefore curious minds would like to know how prevalent the issue is for CR200's sold in the US.
I have to agree with Buzz. I've just received my fourth unit, with no hassle whatsoever. I guess I could be very annoyed at having three units fail on me but I'm actually very impressed with how well Sonos have handled things.
Remember that Sonos will have sold thousands of these controllers but that people having no problems don't tend to resort to the forums so this thread only represents a small proportion of customers.
It is a bit odd that all my failed screens have been a row up from the bottom right though.
Remember that Sonos will have sold thousands of these controllers but that people having no problems don't tend to resort to the forums so this thread only represents a small proportion of customers.
It is a bit odd that all my failed screens have been a row up from the bottom right though.
It is possible that many or most of the affected units were shipped to the EU or the Britts are a whiney bunch that expect things to work!
Each model tends to have a characteristic failure mode(s) that could change over time. For someone very familiar with model 'x', all a customer needs do do is mention the model number and the service staff already knows what is wrong -- without hearing the symptoms. This does not mean that all of model 'x' will break, but those that do, have the same issue.
I don't know exactly what the root cause of the CR200 failure is. Since it requires some time to develop, this could be due to some sort of surface contamination issue. At a certain production step, the raw screen, a PC board, or connector could go through some sort of cleaning or surface preparation process that was not working uniformly and a contamination film is left behind -- in a characteristic spot that affects the lower areas of the screen. Initially the screen or whatever is not affected, but after a while it takes on some moisture and things go down hill.
I've seen liquid spills behave this way. A sugary drink enters a unit and seems to dry and the unit works fine -- for a while. Over time the sugar takes on some water from the atmosphere and acids form. The acids are erratically conductive and they can eventually consume metal parts. A single drop can bring a unit down months after the spill has been forgotten.
Each model tends to have a characteristic failure mode(s) that could change over time. For someone very familiar with model 'x', all a customer needs do do is mention the model number and the service staff already knows what is wrong -- without hearing the symptoms. This does not mean that all of model 'x' will break, but those that do, have the same issue.
I don't know exactly what the root cause of the CR200 failure is. Since it requires some time to develop, this could be due to some sort of surface contamination issue. At a certain production step, the raw screen, a PC board, or connector could go through some sort of cleaning or surface preparation process that was not working uniformly and a contamination film is left behind -- in a characteristic spot that affects the lower areas of the screen. Initially the screen or whatever is not affected, but after a while it takes on some moisture and things go down hill.
I've seen liquid spills behave this way. A sugary drink enters a unit and seems to dry and the unit works fine -- for a while. Over time the sugar takes on some water from the atmosphere and acids form. The acids are erratically conductive and they can eventually consume metal parts. A single drop can bring a unit down months after the spill has been forgotten.
When mine failed, in Australia, I asked the local support person whether they were seeing many of these failures. He said that that they were having a few, but it wasn't a very large percentage of the units shipped. I got the impression that the failure call was not an unusual event for them.
Yes mine failed there too. The first thing that happens is that the alphabetic speed dial fails at about "T". This has just started happening to the replacement unit also now. If it follows the path of the 1st unit it will get to the point where the "i" button and the Now Playing button (music symbol on the Music menu screen) will become very difficult to select. The backspace key on the search facility's keypad is already difficult to select.
I may have been guilty of cleaning the 1st unit with a damp cloth, but this 2nd unit has had the most TLC as far a dampness goes.
It is good that Sonos have been great with regard to replacements and extending the warranty, however the incident is not without cost to the customer. Firstly you have to freight the damaged unit back to them, and then you have to chose a time when you can be without a controller for around a week.
I have asked twice on these forums whether there is any assurance that the faulty batches have been cleared out of retail stocks. There has been no answer to this question. I certainly wouldn't be buying a second controller without such an assurance.
To right we do. I'm on my fifth controller in a little over a year. Maybe you would like to change your remote as often as us whining Brits do.
Hello All,
As always, if you are experiencing any sort of malfunction with your CR200 please contact our support team for further analysis.
Specific to the CR200 touch panel issue that was communicated to our CR200 customer base in August 2010, Sonos has continued extremely detailed testing and analysis of all reported and returned CR200s that were suspected to have exhibited a touch panel failure from our customer base. Based on our findings, our original analysis, that only a small number of CR200s were affected from an original manufacturing build, remains true.
That being said, of course it’s plausible that a touch panel can exhibit a failure, regardless of manufacturing build.
We do not have immediate information available about the precise regional distribution of the original CR200 manufacturing build nor do we know precisely about currently inventory levels within distribution of remaining CR200 from the original manufacturing build. We can say that based on the volumes of CR200s that have shipped from the original build that it is unlikely, although not impossible, that all original CR200s have worked their way out of our distribution channel.
Sincerely
Mike
As always, if you are experiencing any sort of malfunction with your CR200 please contact our support team for further analysis.
Specific to the CR200 touch panel issue that was communicated to our CR200 customer base in August 2010, Sonos has continued extremely detailed testing and analysis of all reported and returned CR200s that were suspected to have exhibited a touch panel failure from our customer base. Based on our findings, our original analysis, that only a small number of CR200s were affected from an original manufacturing build, remains true.
That being said, of course it’s plausible that a touch panel can exhibit a failure, regardless of manufacturing build.
We do not have immediate information available about the precise regional distribution of the original CR200 manufacturing build nor do we know precisely about currently inventory levels within distribution of remaining CR200 from the original manufacturing build. We can say that based on the volumes of CR200s that have shipped from the original build that it is unlikely, although not impossible, that all original CR200s have worked their way out of our distribution channel.
Sincerely
Mike
We do not have immediate information available about the precise regional distribution of the original CR200 manufacturing build nor do we know precisely about currently inventory levels within distribution of remaining CR200 from the original manufacturing build. We can say that based on the volumes of CR200s that have shipped from the original build that it is unlikely, although not impossible, that all original CR200s have worked their way out of our distribution channel.
Sincerely
Mike
Hi Mike,
Thanks for the update and please bear in mind that I sincerely feel that Sonos stands behind their product and will do the correct thing in a quality matter like this.
It is one thing to not have information pertaining to what still exists in the inventory of retailers which I quite understand. However it is quite another thing to say you don't have records pertaining to the regional distribution of the original CR200's that had this issue. At the very least you must have records of the serial numbers involved and the countries where these CR200's were originally shipped to.
I for one would like to know if any of the defective CR200's was shipped to Amazon for shipments to US customers. Can you at least give me a clue?
Hello NYC Guy,
It's safe to say the original units shipped into world wide distribution, including Amazon, back in mid-2009.
Mike
It's safe to say the original units shipped into world wide distribution, including Amazon, back in mid-2009.
Mike
It's safe to say the original units shipped into world wide distribution, including Amazon, back in mid-2009.
Mike
Hopefully the CR200 I received from Amazon in Dec. 2010 was produced well past that point!
By the way, I own several Pioneer Elite components and they had an issue with some of their blu-ray players. Pioneer sent out an email alert to all registered owners of that particular BD player and alerted people as to which serial numbers to be on the lookout for which they knew were problematic and might have to be returned. It was a proactive move on their part. Sonos should really consider doing this for the CR200's with the affected serial numbers which were known issues based on the authorized RGA's that have been made you. While you are standing behind the product and replacing them from anyone that complains, that is a reactive move. Alerting us is also a strong PR move and will only pay you dividends in the long run and also at the same time enhance your company's reputation!
Thanks for the update on this issue Mike. It is good to see you interacting in the forums.
What i understand from your post is:
- the initial batch of CR200 had a problem causing a fairly low, but still unacceptable, failure rate
- units from this batch are still probably still out there in unsold retail stocks
I also understand that you have extended your warranty period to compensate for this problem.
There have been reports here of people who have had failures, then followed by failures of their replacement units. I think I saw a post from a guy who had four failures to date. My own unit failed, and now it's replacement unit is starting to fail also. ... These replacement units are coming from Sonos, not the retail channel.
Would it be possible to change your procedures such that replacements are shipped from the batch that you have no reason to suspect will fail, rather than from the batch that you know sometimes fails? As I said in my earlier post it is great that Sonos are standing behind this failure, but the incident is not without cost to the customer. One failure per customer is enough IMO.
Hi Mike,
I have a short follow-up question. Are the replacements that you are shipping refurbished or brand new CR200's?
I have a short follow-up question. Are the replacements that you are shipping refurbished or brand new CR200's?
Any CR200 issue that is related to a touch panel failure will be replaced based on our stated warranty. The original manufactured CR200 stock has been long since depleted at Sonos.
Interesting I received a replacement for a replacement i.e. unit 1 failed last July after 6 months, the replacement unit has just failed and been replaced today.
The replacement unit came with an invoice that describes it as "Sonos Controller 200 Refurbished UK"
Were it to be found that my failed unit was not faulty or had in some way failed at my hands I would be rather upset to be charged the new price for a refurbished unit.
To be fair I doubt this would happen and at any rate after my lack of success a new CR200 is not on my Sonos shopping list. That aside I should stress I'm very happy with the rest of my Sonos purchases and with the support provided for the failed units, but it would be better if they hadn't failed.
Ken
The replacement unit came with an invoice that describes it as "Sonos Controller 200 Refurbished UK"
Were it to be found that my failed unit was not faulty or had in some way failed at my hands I would be rather upset to be charged the new price for a refurbished unit.
To be fair I doubt this would happen and at any rate after my lack of success a new CR200 is not on my Sonos shopping list. That aside I should stress I'm very happy with the rest of my Sonos purchases and with the support provided for the failed units, but it would be better if they hadn't failed.
Ken
Then you still have the problem - I had three before giving up and using my Ipad and Ipod Touch. It is an issue you guys really need to get to grips with because it spoils an otherwise excellent system. BTW I really liked the CR200 Controller and it would have been perfect for controlling the Sonos System if it had had a touchscreen of Ipod quality - which at it's price point it should have.
P.S. I gave mine very light use as I had the Apple alternatives - without these alternatives I would have had to sell the system.
No good without a reliable controller!
My unit was replaced a couple of months back and has just failed again (UK). I wouldnt think it's been used more than 15 minutes.
Can't you do something to ensure the replacements supplied in the UK are going to be OK if it is a batch issue......
K
Can't you do something to ensure the replacements supplied in the UK are going to be OK if it is a batch issue......
K
Happy to say that my replacement controller arrived today and works perfectly.
The whole procedure is a credit to Sonos. Well done!
An easy, straightforward transaction, efficiently dealt with, in a timely manner. What more could one ask for? (apart from it not breaking down in the first place thatis :rolleyes:)
Fingers crossed that history doesn't repeat itself.
The whole procedure is a credit to Sonos. Well done!
An easy, straightforward transaction, efficiently dealt with, in a timely manner. What more could one ask for? (apart from it not breaking down in the first place thatis :rolleyes:)
Fingers crossed that history doesn't repeat itself.
The whole procedure is a credit to Sonos. Well done!
An easy, straightforward transaction, efficiently dealt with, in a timely manner. What more could one ask for? (apart from it not breaking down in the first place thatis :rolleyes:)
Fingers crossed that history doesn't repeat itself.
Keep both sets of fingers and maybe your toes crossed if my experience and that of others is anything to go by.
My fourth CR200 has just failed.
First CR200 received 25/11/09, failed 14/06/10.
Second (replacement) failed 15/11/10.
Third (replacement) failed 24/01/11.
Fourth (replacement) failed 02/05/11.
Each of the first three units was replaced efficiently, without fuss. Each time I asked for assurances that this hardware fault had been ironed out, my questions were ignored.
Each unit then failed with exactly the same touchscreen problem. Clearly, if there was a bad batch then Sonos would not keep sending out controllers from that batch.
If it is not a bad batch then it can only be a more serious hardware fault which has not been resolved. Why not own up?
First CR200 received 25/11/09, failed 14/06/10.
Second (replacement) failed 15/11/10.
Third (replacement) failed 24/01/11.
Fourth (replacement) failed 02/05/11.
Each of the first three units was replaced efficiently, without fuss. Each time I asked for assurances that this hardware fault had been ironed out, my questions were ignored.
Each unit then failed with exactly the same touchscreen problem. Clearly, if there was a bad batch then Sonos would not keep sending out controllers from that batch.
If it is not a bad batch then it can only be a more serious hardware fault which has not been resolved. Why not own up?
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