Dead spots on CR200

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.

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.

He may be conflicted. Although he is VP of Quality now, I think he was VP of Development when the CR200 developed.


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.

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.

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. 😞

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.

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

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.

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

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.