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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Contact Sonos Support. So long as it's within warranty they should replace or refund.
Userlevel 2
thanks. Just dropped them an email
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.
Oh dear. About to raise a ticket for my TENTH replacement CR200. Another one bites the dust.
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.
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.
Sonos extended the warranty period.
Place a call with them. They may replace the unit.
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.
+9
just out of curiousity...though you can't grab the slider... can you still tap above or below it a few times to make it move?
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
I am not sure if this is related, but two screens on two controllers have become unresponsive in particular zones.
I don't think this is software.... more like a hardware problem here.
I don't think this is software.... more like a hardware problem here.
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.
Userlevel 2
I think I'm suffering a similar problem; I can't use the 'L' button. What to do?
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.
see this thread: http://forums.sonos.com/showthread.php?t=15184
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.
Userlevel 2
Also this thread that I started,
http://forums.sonos.com/showthread.php?t=15965
I had treated my CR200 really carefully, but it developed the fault after only a couple of months. Resets do not solve the problem, or at least in my case they didn't. Sonos replaced the unit no problem and they will send you out a new one before they get yours back. You just have to phone them and give them your credit card details - if you don't return the faulty unit then they will bill you. Quite understandable considering the cost of the remotes.
http://forums.sonos.com/showthread.php?t=15965
I had treated my CR200 really carefully, but it developed the fault after only a couple of months. Resets do not solve the problem, or at least in my case they didn't. Sonos replaced the unit no problem and they will send you out a new one before they get yours back. You just have to phone them and give them your credit card details - if you don't return the faulty unit then they will bill you. Quite understandable considering the cost of the remotes.
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
That's funny - this has happened to me too. I treated the controller really well - no scratches, bumps, drops etc..
Fortunately as everyone else has said, the support is good and a new unit has already been shipped out to me.
I am slightly concerned however that this may indicate a general build problem with CR200 controllers?
Or maybe all of us have had controllers from a bad batch?
It's a good job this happened after 3 months, and not 13!
Fortunately as everyone else has said, the support is good and a new unit has already been shipped out to me.
I am slightly concerned however that this may indicate a general build problem with CR200 controllers?
Or maybe all of us have had controllers from a bad batch?
It's a good job this happened after 3 months, and not 13!
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.
Userlevel 2
Thats odd. My CR200 (as of yesterday) now have a 'dead zone' down at the bottom of the screen. I can't use 'Music menu', 'View queue' or the i. The arrow far left at the bottom works tho. I haven't used the CR200 for a few days and all of the sudden its suffering from this deadzone problem. I've tried resetting the controller to factory defaults and removing the battery for a few hours but its still acting funny. This controller is ~1 month old. Do I need to get a replacement unit?
Edit: The CR200 in question was roughly 5 months old I see looking at my products in my profile. I've been in touch with support and have received a RMA number. Good thing I have a second CR200 😛
Edit: The CR200 in question was roughly 5 months old I see looking at my products in my profile. I've been in touch with support and have received a RMA number. Good thing I have a second CR200 😛
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 am slightly concerned however that this may indicate a general build problem with CR200 controllers?
I was thinking this too. Although from what more experienced members say on this site, Sonos do a lot of testing of their products before they are released, so hopefully, as you also mentioned, these were from a bad batch.
Userlevel 2
Lets hope its just a bad batch. I notice tho that the deadspot CR200s is spread all around the globe.
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