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Mark Derrick
Contributor I
June 5, 2024
Question

Sonos Ace - Static

Just had my new Ace delivered, and there seems to be a slightly varying static sound coming from the right headset.

Anyone getting this too?

 

 

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    Mark DerrickAuthor
    Contributor I
    June 6, 2024

    I spoke to tech support yesterday, who confirmed it was a known issue and they are arranging to send me a replacement product.

      jjboyce
      Enthusiast II
      June 6, 2024

      Thank @Mark Derrick 

       

      okay, I’ll call support today and get my exchange as well. I will repost here to confirm it. 

        laurentxdubois
        laurentxdubois
        Lyricist III
        June 6, 2024

        Hello from France. Same issue as described here.

        The Sonos Ace works fine, but as soon as I use its microphone for a Bluetooth call (with ANC activated), I hear a buzzing sound (mostly from the right ear) as if it were wave interference.
        The Sonos Ace is up-to-date.

        No issue while listening to music only.

          MaHo90
          Lyricist III
          June 6, 2024

          Thank @Mark Derrick 

           

          okay, I’ll call support today and get my exchange as well. I will repost here to confirm it. 

          I've replaced it already two time via the store where I buy the Ace. All three of them where faulty. 

            laurentxdubois
            laurentxdubois
            Lyricist III
            June 6, 2024

            Thank @Mark Derrick 

             

            okay, I’ll call support today and get my exchange as well. I will repost here to confirm it. 

            I've replaced it already two time via the store where I buy the Ace. All three of them where faulty. 

            I hope it’s not a design flaw and it can be fixed via software update!

              Mark DerrickAuthor
              Contributor I
              June 6, 2024

              Thank @Mark Derrick 

               

              okay, I’ll call support today and get my exchange as well. I will repost here to confirm it. 

              I've replaced it already two time via the store where I buy the Ace. All three of them where faulty. 

              I would suggest that you get it replaced by Sonos directly, so they can be sure to send you a product from a known good batch, otherwise you’ll likely to keep getting models from the same batch

              Ven9
              Lyricist II
              June 6, 2024

              I'm also having this issue. Sonos support put me on hold for 30 minutes, then the call dropped. I'll try contacting them again, but may have to return these if it's not resolved. I understand it's Sonos' first headphones, so issues are expected. But for a premium price, better customer support is needed.
               

                Mark DerrickAuthor
                Contributor I
                June 6, 2024

                I'm also having this issue. Sonos support put me on hold for 30 minutes, then the call dropped. I'll try contacting them again, but may have to return these if it's not resolved. I understand it's Sonos' first headphones, so issues are expected. But for a premium price, better customer support is needed.
                 

                When calling the support line, after a few minutes it offered me the option of having someone call me back, which I took - an hour or so later I got the call and all was sorted - excellent support considering the position.

                Ven9
                Lyricist II
                June 6, 2024

                I'm also having this issue. Sonos support put me on hold for 30 minutes, then the call dropped. I'll try contacting them again, but may have to return these if it's not resolved. I understand it's Sonos' first headphones, so issues are expected. But for a premium price, better customer support is needed.
                 

                When calling the support line, after a few minutes it offered me the option of having someone call me back, which I took - an hour or so later I got the call and all was sorted - excellent support considering the position.

                Sorted how? What's the fix?

                  jjboyce
                  Enthusiast II
                  June 6, 2024

                  I'm also having this issue. Sonos support put me on hold for 30 minutes, then the call dropped. I'll try contacting them again, but may have to return these if it's not resolved. I understand it's Sonos' first headphones, so issues are expected. But for a premium price, better customer support is needed.
                   

                  When calling the support line, after a few minutes it offered me the option of having someone call me back, which I took - an hour or so later I got the call and all was sorted - excellent support considering the position.

                  Same here I went to know, what do you mean sorted? 
                   

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