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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I have just reported my 2nd CR200 for a dead spot ... when I followed the web link to process the RMA, the webpage said "No matching stock replacements are available at this time". A trifle worrying!
I have emailed Support requesting an explanation, and will post again when I hear from them.
Update on my previous post:
I received an email back from Support asking me to re-try the link, and saying that they had "had an issue which would give the error" I saw, and which they had now fixed. They gave no clues as to what the error was - it could have be as unremarkable as an IT glitch or stock record error, or it could have been a real lack of replacement stock. I doubt I'll find out.
Anyway, the RMA link worked this time and my replacement controller should now be on its way.
Userlevel 2
Hi, I have been having the same problem. On playing radio, the stop button doesn't operate. But the line below does - so back, Music, view queue and i all are fine.
I just rang Sonos in Europe (Germany) and the helpful man took my details, said they would send an email about replacing it. Also confirmed that it's a bit of a known problem, nothing I could do about it, the only answer is a replacement, which they will organise.
I just rang Sonos in Europe (Germany) and the helpful man took my details, said they would send an email about replacing it. Also confirmed that it's a bit of a known problem, nothing I could do about it, the only answer is a replacement, which they will organise.
Just to close the story on my experience above. My replacement controller duly arrived a couple of days ago.
It is of recent manufacture: the date of moulding of the back cover (marked inside) is 01/12. Like others have commented, the shipping note says "Sonos Control Refurbished", but I am almost 100% certain it is brand new, as there are no signs of any wear on the power connectors and it is pristine inside and out. No doubt the "refurbished" statement allows Sonos to keep their options open, but I suspect that in most cases it is cheaper for them to supply a new unit than to refurbish a returned item. Until stocks run out, that is...
It is of recent manufacture: the date of moulding of the back cover (marked inside) is 01/12. Like others have commented, the shipping note says "Sonos Control Refurbished", but I am almost 100% certain it is brand new, as there are no signs of any wear on the power connectors and it is pristine inside and out. No doubt the "refurbished" statement allows Sonos to keep their options open, but I suspect that in most cases it is cheaper for them to supply a new unit than to refurbish a returned item. Until stocks run out, that is...
Update to my issue with 4 faulty CR200 controllers. I did log with Sonos support and was going to update back to them when I returned from Singapore but noticed they had closed the issue as resolved which it most definately was not. Below is my response back to Sonos support - no response yet !!
Hi XXX
I noticed that you closed this fault log prior to recieving my e-mail 29/4/2012 (posted below). Please reopen and respond
To update you I have just returned from my Sonos agent in Singapore who replaced all 4 faulty controllers with new sealed box units. I have always dealt with the dealer in Singapore as sadly the Sonos global support model doesn't reach Indonesia when it comes to physical support. My dealer in Singapore really have had enough of dealing in these faulty controllers, however the only service they can provide is to replace with new which they have done in my case but they now refuse to stock the CR200 at all.
This brings me to my next question, I have 4 new controllers as of yesterday with full warranty but now Sonos have issued a statement to say they are discontinuing, so what happens if they break down again bearing in mind I have invested 4 x 650 SGD in purchasing originally. What is the plan from Sonos ?
I would like to ask why Sonos has stayed virtually silent on the CR200 failure, I know the spin is there was a faulty batch but all the controllers I have replaced over time (and there were many) all came from different batches and so the spin doesn't really wash with any of the Sonos owners who have some knowledge of this type of software/hardware quality control lapse.
I can understand that you may not want to respond to these awkward questions so please feel free to elevate my e-mail as you see fit. I will be updating the Sonos forum quite soon as there are many people waiting to see what happened when I went to Singapore and also what feedback I get from Sonos as a company re the faulty CR200 situation. I can tell you that Sonos has disappointed many long term followers and purchasers of your product by the lack of response and ownership of this issue
Hi XXX
I noticed that you closed this fault log prior to recieving my e-mail 29/4/2012 (posted below). Please reopen and respond
To update you I have just returned from my Sonos agent in Singapore who replaced all 4 faulty controllers with new sealed box units. I have always dealt with the dealer in Singapore as sadly the Sonos global support model doesn't reach Indonesia when it comes to physical support. My dealer in Singapore really have had enough of dealing in these faulty controllers, however the only service they can provide is to replace with new which they have done in my case but they now refuse to stock the CR200 at all.
This brings me to my next question, I have 4 new controllers as of yesterday with full warranty but now Sonos have issued a statement to say they are discontinuing, so what happens if they break down again bearing in mind I have invested 4 x 650 SGD in purchasing originally. What is the plan from Sonos ?
I would like to ask why Sonos has stayed virtually silent on the CR200 failure, I know the spin is there was a faulty batch but all the controllers I have replaced over time (and there were many) all came from different batches and so the spin doesn't really wash with any of the Sonos owners who have some knowledge of this type of software/hardware quality control lapse.
I can understand that you may not want to respond to these awkward questions so please feel free to elevate my e-mail as you see fit. I will be updating the Sonos forum quite soon as there are many people waiting to see what happened when I went to Singapore and also what feedback I get from Sonos as a company re the faulty CR200 situation. I can tell you that Sonos has disappointed many long term followers and purchasers of your product by the lack of response and ownership of this issue
Userlevel 2
I am now on my third CR200 and this one has now developed dead spots on the screen. I have contacted the support department and have requested a refund. After three controllers i have lost my faith in the product - i am still awaiting a response so lets see what happens. They also offered no compensation for the previous disruptions which this problem caused me!! Come on SONOS sort yourselves out.
Anyone else still experiencing problems with the controller?
Anyone else still experiencing problems with the controller?
I've merged your post with this much frequented thread.
Userlevel 2
Just an update on my dead CR200
I posted to sonos helpline informing them i had done the pre checks, power off, different areas of the screen as this is my third controller yet they still replied asking me to carry these procedures out.
That was on Tuesday, they responded with the auto response and then i replied on Wednesdsay requesting a refund as i have lost confidence in the kit. Even after having chased it up on Friday and requesting a response to that post i as yet have not received anything from SONOS.
My confidence is dropping by the second!
Come on SONOS!
Matt
I posted to sonos helpline informing them i had done the pre checks, power off, different areas of the screen as this is my third controller yet they still replied asking me to carry these procedures out.
That was on Tuesday, they responded with the auto response and then i replied on Wednesdsay requesting a refund as i have lost confidence in the kit. Even after having chased it up on Friday and requesting a response to that post i as yet have not received anything from SONOS.
My confidence is dropping by the second!
Come on SONOS!
Matt
Userlevel 2
Update
this morning i recieved an update from SONOS, the standard RMA reply saying that the product is under warranty - at no point in the e-mail did it apologise or reply to my request of a refund. I replied as it stated to in the e-mail asking thme to answer my questions and then i got an error e-mail back saying it had not been processed correctly.
I looged onto the sonos website and replied via the support area.
Lets see what happens next - my guess is nothing,
I will keep you all posted.
Regards
Matthew
this morning i recieved an update from SONOS, the standard RMA reply saying that the product is under warranty - at no point in the e-mail did it apologise or reply to my request of a refund. I replied as it stated to in the e-mail asking thme to answer my questions and then i got an error e-mail back saying it had not been processed correctly.
I looged onto the sonos website and replied via the support area.
Lets see what happens next - my guess is nothing,
I will keep you all posted.
Regards
Matthew
While I am pleased that I am not the only one with the same CR200 controller problem, it is truly disappointing that Sonos did not have better quality control on the manufacture of the controllers, given the price. My 1st controller was replaced by the local agent when the bottom screen menu was no longer active. I was told that there was a poor batch of controllers. Now my replacement controller has the same problem. While I will arrange for a replacement I think it would be cheaper just to buy a mobile phone just to use as the controller. Does Sonos plan to phase out the controllers?
Welcome to the forum.
Does Sonos plan to phase out the controllers?
The Control/CR200 has recently been discontinued. It is slated to be dropped from the lineup at the end of the month.
The Control/CR200 has recently been discontinued. It is slated to be dropped from the lineup at the end of the month.
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.
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.
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".
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 😞
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
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!
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?
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.
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?
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
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.
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