Sonos Ace - Buzzing / Static Noise and low volume HELP

Hi @laurentxdubois 

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I hope this helps.

I have exactly the same problem. They work just fine when listening to music, the moment you have to use a microscope while being on a Zoom or FaveTime you'll start to hear the buzzing in the right ear.

I have decided to return my headphones.

Good luck…

they are not aware about the procedure (France). Trying to deal with them by phone right now.

edit : I tried by chat but the window freezed while I was giving my personal info. So I tried by phone, but it was hard to be heard, since they didn't know the procedure and the issue. Finger crossed, N2 should contact me. Maybe I had some bad luck.

Same issue, I got through via chat but no help was given. Was told - Thank you. Can you disable ANC? This would be the possible workaround as a temporary measure.

I responded with - Why would I do that? I spent £450 on these headphones and expect them to work, I'm not having a temporary measure and having to wait 45 mins or so to get through to someone.

The person I was engaging with (Daniel T) and I were waiting ages as my issue was escalated and concluded with  - This is something that upper management is enrolled into, I am just the technical person who responds to queries. Thank you for understanding. Thank you for your time. Your case (reference number) and information will be sent to the support engineering team but you will not receive a call back. We will reach back out via email if any additional information is required or if we have updates to provide. You can also save a chat transcript after our session ends with our conversation if you would like to.

So basically was a total waste of time and nothing was resolved. Also had the cheek to ask me to turn the headset of and on again. 

Totally not the service I expect.

Same problem here, just called tech support and they have no clue how to suppor it.

If I activate noise on it works but this is not acceptable for a 450 CHF headset.

Now I’m doing the updates

Hi @jag.sahota 

Apologies - I think there may have been a mis-communication. Although Daniel couldn’t arrange a replacement set of headphones for you himself, he did forward your info and case on to Tier 2 support, and they will do so in his stead. He should have communicated this to you. Please be aware that we are busy at this time, but you should hear back soon.

I hope this helps.

After the update nothing has changed.

So waiting for a solution from Sonos.

I have tested now 3 Ace headphones and all of them are faulty. So I can say it is a big problem for Sonos to fix. 

I've contact the head office in the Netherlands and they are telling me it is hardware related. 

It is not good…

too bad because I already love it, way better than the APM I owned.

I hope they will replace it with a non faulty one. But at this time, we don't know how many Ace have this issue...

Have the same issue. Especially when connected via Bluetooth to your laptop it gets really loud similar to when someone was calling your nokia back in the days and your pc speakers started to acting up even before you could hear your phone ring. And then also you hear it slight lower in volume similar to hearing your HDD making  noise. If it is not being acknowledged as software issue/ update I am going to return it and go for another brand. I’ve been waiting to purchase headphones for 6/8 months and was waiting for a brand with new versions. And decided to wait for Sonos once the rumors came, now I already regret it. Especially because of the app fiasco together with marketing and upper management being totally ignorant about everything. To bad because I used to be a huge fan of the company and the products. I am so disappointed.