Sonos Ace - Buzzing / Static Noise and low volume HELP

I returned my first pair. The second pair DOES NOT HAVE THE ISSUE.  Just came back to report. I had been using it for 2 days, zoom calls, phone calls, all modes. IT WORKS.

Great news!!!

So my replication of the issue is if I have dual connection enabled, and I try to play another video , the audio doesn’t come through but the electronic sound shows up. So if I am on my laptop with Youtube, and I try to play a video on instagram on the iPhone, it will make that sound. Vise versa, if I am on a phone call and I try to play a YouTube video it will do the same.

Preordered the headset and received it with the issue present. Asked for a replacement but Sonos never got back to me. Now I have simply created a return from their website to get my money back.

Then went to a local store and bought a new pair of Aces, and happy to report that they do not have the issue. Static noise completely gone, also when using bluetooth multipoint on iPhone and Macbook + ANC enabled. Based on this, it does indeed seem to be a hardware issue. 

Experiencing the same issue with my just-opened, just-updated pair. (I chose the option to update the firmware during the initial setup, when promprted.)

The problem is definitely more of an issue in transparency (pass-through) mode.

These are going back, and I’ll wait for them to sort through this in the next hardware revision(s).

I am now on my second ACE headphones. Just finished with SONOS support via chat. Their solution was replace the headphones and issued an RO number. However after chatting with the support agent I discovered whether I send them back to SONOS or exchange at my local Best Buy, either way it will make it back to them for analysis. I am opting for a local exchange as it is much quicker for me. Here is hoping my soon to be THIRD ACE headset does not have the same issue. Good luck all.

Putting a bow on this - Sonos NEVER got back to me, and I am returning the headphones. A company is usually judged not by its great moments or products, but how they handle the moments when everything goes bad. You guys built the car and drove it off the cliff. Really disappointing for SONO. 

To update: I just got my first replacement headset directly from Sonos and can confirm that the issue still exists in the right ear cup during aware/transparency mode.

while I will say that the volume of it does appear to be about half of my prior headset - it is still there… 

I do really love these headphones all things considered but this minor issue is definitely a quality control issue from what appears to be a rushed product entirely.. 

not saying that to roast Sonos or prevent you from purchasing.. just want users to know that if they are a perfectionist, they should temper their hopes for now. I do believe they will come to a resolution eventually but it might be months before they sort it out.. in addition to a lot of electrical waste from faulty units.

Update about Sonos: They just updated their privacy policy to say that they will sell our personal data now. The language “We will not sell your data” was removed. Awesome App update, phenomenal Sonos Ace release and now to make money they will sell our data! What’s next? 

Hi all a quick update 

Sonos issued a replacement code. * took 48 hours. 
 

 My local retailer in Australia were very happy to replace them under warranty anyway

( A big call out to  “jb hi fi “ for making this stuff easy as always - the 1 reason  I buy all my tech from them ) 

Reading in this thread that a replacement pair worked for someone else and so with nothing to lose, I replaced them on the spot as am travelling overseas tomorrow and wanted to use these and … so far so good ! 

no buzzing I can detect 

good luck if your having this issue I hope you find a fix also 

I just love the sound quality and comfort - exceptional ! 

cheers