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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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.
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?
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...
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.
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.
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.
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
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!
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
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
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.
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.
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.
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
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
Yes, I intend to purchase another also. I recently had a CR200 replaced, no quibble, excellent RMA experience, and so far the replacement is fine. But... like other posters I think a full explanation of what has happened with this product would be good customer relations. I totally endorse NYC Guy's take on this. Maybe Sonos has just given up on it, given the ready availability of free app alternative controllers!
Again I will say this. I would like to purchase another CR200 (maybe 2) but am not going to buy another one until I hear a satisfactory explanation for the continuing failures of these devices. It simply can't be a faulty batch.
an email in the next day or two which would be a UPS label to print up.
I had not told them how old the unit was or supplied proof of purchase or anything like that (I would have struggled on all counts!).
Their system tells them when the CR200 was first logged on, via it's serial number.
That said the large majority of CR200s are basically within the extended warranty period. They were only released about two and a half years ago. It appears that its predecessor is still reliable after 7 years of service.
I've been so impressed, I wanted to find a Sonos forum to leave a message on for others......that is when I found this & saw many others have had very similar experiences.
I don't think that any reasonable person could fault Sonos' service performance in this, or any other, area.
That doesn't negate the points raised in this thread, and I am neither as surprised nor impressed as you are by Sonos management of the problem. I have found the device to be a lemon. Their other option could have been a recall, or at least a more thorough removal of problem units from the supply chain, especially those outside the US.
Systemic failures of a dedicated controller costing $US550 which just sits inside on a tabletop somewhere, after a couple of years, is unreasonable. eg. My seven year old granddaughter has a Nintendo with a touch screen. She belts the crap out of it. It gets dragged all manner of places. It hasn't shown any touch screen issues. Does this happen with mobile phones from quality manufacturers?
Would you still be so impressed if the replacement unit fails soon too? And then it's replacement also?
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?
Userlevel 2
.....had a CR200 which after a period of inactivity had suddenly developed a dead zone mid way down of right hand side of screen.
I did the usually resets & updates of software etc but no joy.
I was not a member of these forums at the time, but emailed Sonos support direct, asking if there was some other trick I could try to recover the handset.
I was surprised when they replied that they had raised an RMA & I would recieve
an email in the next day or two which would be a UPS label to print up.
I had not told them how old the unit was or supplied proof of purchase or anything like that (I would have struggled on all counts!).
I parcelled up the CR200 carefully, printed the label off, dropped it off to the local UPS depot, & in under 48 hours I had a new unit.
I can not believe the excellent customer support Sonos have displayed in this day & age - you alway's expect a battle don't you?
I've been so impressed, I wanted to find a Sonos forum to leave a message on for others......that is when I found this & saw many others have had very similar experiences.
Well done Sonos for great customer support, & providing a hassle free approach to resolving these issues.
UPS were excellent too in my case.
I did the usually resets & updates of software etc but no joy.
I was not a member of these forums at the time, but emailed Sonos support direct, asking if there was some other trick I could try to recover the handset.
I was surprised when they replied that they had raised an RMA & I would recieve
an email in the next day or two which would be a UPS label to print up.
I had not told them how old the unit was or supplied proof of purchase or anything like that (I would have struggled on all counts!).
I parcelled up the CR200 carefully, printed the label off, dropped it off to the local UPS depot, & in under 48 hours I had a new unit.
I can not believe the excellent customer support Sonos have displayed in this day & age - you alway's expect a battle don't you?
I've been so impressed, I wanted to find a Sonos forum to leave a message on for others......that is when I found this & saw many others have had very similar experiences.
Well done Sonos for great customer support, & providing a hassle free approach to resolving these issues.
UPS were excellent too in my case.
BarryM thanks for your response, with regards to postal service this is most definately not an option from Indonesia, you can wave it good bye and never see it again, especially something that might be worth some decent cash. Indonesian Customs also see it as an "opportunity" if you get my drift
No postal service from Singapore to Indonesia?
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 been a regular visitor to the Sonos forums for many years but never really felt the need to "break into print" however the CR200 farce has got me to the point where I have to jump in.
I live and work in Jakarta Indonesia and purchase all my Sonos equipment from the distributor in Singapore (Tat Chuan Acoustic) who are extremely helpful and provide excellent service. I have purchased two CR200 controllers plus many other pieces of Sonos equipment including 5 CR100 controllers and everything works perfectly apart from the CR200's. I have replaced the first one 3 times over the last year and now I have to replace the second one because of the same hardware failure. My problem is every time I have to do this I have to spend $200+ USD flying to Singapore to pick up the replacement.
Now we get to the point of adding Andrew Schulert into the heading, Mr Schulert is the VP for Quality at Sonos but he has a serious problem he needs to attend to, instead of churning out lots of new Apps, please address what effectively is the credibility of the Sonos company by stepping up and admitting the CR200 is a dud and either recall it and give everyone their money back or get it fixed properly and do a full one for one replacement and there is no point in implementing option 2 until you are confident you have the problem resolved, my three replacements were from separate batches and all failed.
You could also send me a cheque for $800+ USD for the flights and time I am wasting with your faulty controllers which I bought based on the reputation of Sonos supplying a tried and tested quality product
I live and work in Jakarta Indonesia and purchase all my Sonos equipment from the distributor in Singapore (Tat Chuan Acoustic) who are extremely helpful and provide excellent service. I have purchased two CR200 controllers plus many other pieces of Sonos equipment including 5 CR100 controllers and everything works perfectly apart from the CR200's. I have replaced the first one 3 times over the last year and now I have to replace the second one because of the same hardware failure. My problem is every time I have to do this I have to spend $200+ USD flying to Singapore to pick up the replacement.
Now we get to the point of adding Andrew Schulert into the heading, Mr Schulert is the VP for Quality at Sonos but he has a serious problem he needs to attend to, instead of churning out lots of new Apps, please address what effectively is the credibility of the Sonos company by stepping up and admitting the CR200 is a dud and either recall it and give everyone their money back or get it fixed properly and do a full one for one replacement and there is no point in implementing option 2 until you are confident you have the problem resolved, my three replacements were from separate batches and all failed.
You could also send me a cheque for $800+ USD for the flights and time I am wasting with your faulty controllers which I bought based on the reputation of Sonos supplying a tried and tested quality product
It surely looks like plenty of CR200's are failing. However, there also seem to be units that are working. I have had mine for over 2 years with daily use and the screen is still responding just fine to any touch.
I think part of the problem is that Sonos has no plans to replace the CR200 with a newer remote control model due to the fact that most of their new customers are using their free apps for the iPhone, iPad and Androids. That is why everyone is receiving the same buggy remote when they get a replacement. The CR200 is obviously flawed and Sonos knows that they are recycling the same buggy remote time and time again hoping that some of them stick.
If they did replace the CR200 with a new remote control model they would probably replace the faulty CR200's with the newer model as a price for doing business and at the same time generating good will to their loyal customer base.
If they did replace the CR200 with a new remote control model they would probably replace the faulty CR200's with the newer model as a price for doing business and at the same time generating good will to their loyal customer base.
My latest CR200 has failed, sent to me on the 30th November to replace a previously failed unit
Support request raised for my NINTH replacement.
Support request raised for my NINTH replacement.
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