Dead spots on CR200

I'm pleased that SONOS appear to be doing the honourable thing now - and replacing units well out of warranty via their RMA process :-)

I can't post the link - but one of the SONOS reps links to the RMA process online - and you get a UPS label emailed to you after answering some basic questions.

Well done SONOS - should not have taken so long - but at least they did the right thing in the end..

I discovered one of my five CR100s was showing the reported screen issue while trying to update it to v5.1. I immediately recognised the symptoms, this being my third to go. Dating back to 2011, an RMA for repair under warranty was immediately sent to me.

I cannot say enough how well Sonos as a company has handled problem products over the years I have owned them. Mainly CR200s it has to be said.

My point is that Sonos is a model for after sales service that many others should emulate!

Same for me, got my CR200 replaced two weeks ago for the third time - it must be more than three years over warranty.
I saw the RMA link almost by accident, gave it try and almost couldn't believe that it will be replaced.
The new one is working fine until now...
I agree that this is really exemplar customer service.

It should be mentioned that the replacements seem to be manufacturer refurbished items rather than brand new. Myself and 2 other guys all received this type of product when the CR200s have had this issue.

My previous replacements were all new. No complaints from me except that I had to sell this one as such on ebay.

Hmmm - I'm not delighted about this! I had one CR200 fail with the notorious touch screen problem while it was within warranty, and it was replaced FoC.

My second CR200 failed in October last year with the same touchscreen problem; this one was around 3.5 years old. Sonos wanted £101 to replace it, and like a mug, I paid up. And I now find they are replacing them for free even that long out of warranty?

I wonder if there is any chance of claiming the money I paid back - it seems unfair to have been charged when others have had (quite rightly) free replacements.

Spl23'

Do you live in the uk, if so you do have options

Spl23'

Do you live in the uk, if so you do have options

Yes, I'm in the UK - on seeing this thread last night, I've emailed Sonos CS with the details of my original returns thread and asked why I was charged when others weren't. I'll see what they say...

Spl23'

If the original retailer is still around that should be the first port of call, you are covered by the sale of goods act even if out of warranty. If you paid by credit card the card company is libel and you can claim any repair costs, the only thing is this is up to 6 years for any liability

FYI

I no longer believe it being a hardware failure.

Some pages and menu entries show that particular spot working on the touchscreen.
I suspect a software issue.

E.g.
On the "ACTUAL TITLE" page you can touch the album logo on any mm from top to bottom and it works flawless.

THIS IS A SOFTWARE ISSUE AND HAS NOTHING TO DO WITH A BAD TOUCHSCREEN

THIS IS A SOFTWARE ISSUE AND HAS NOTHING TO DO WITH A BAD TOUCHSCREEN
So... this is a 6 year old thread, and for many of those years Sonos were replacing the hardware for those users who encountered the problem.

Yet despite all that history you now insist that it's a simple software fix? Well, I guess you must know better that all the Sonos engineers....