Contributor I

Question

Sonos Ace - Static

52 replies
4096 views

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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Tezcatlipoca

I know we have 30 days to return it. I just wonder if we will get an answer soon enough about this so that we can keep our units if it can be fixed by software update.

30 days is for if you’ve changed your mind. It’s totally separate to the manufacturer’s warranty (Sonos offers two years here in the UK) and also whatever statutory rights you may have against the retailer (likely Sonos again) as a consumer (e.g. in the UK we have the Consumer Rights Act 2015, in the EU there is the Consumer Rights Directive) 😃

https://www.sonos.com/en-gb/legal/terms#legal-terms-sale-2024-returns

https://www.sonos.com/en-gb/legal/terms#2022-legal-terms-sale-warranty

https://www.which.co.uk/consumer-rights/regulation/consumer-rights-act-aKJYx8n5KiSl

https://europa.eu/youreurope/citizens/consumers/shopping/shopping-consumer-rights/index_en.htm

M

Mark DerrickAuthor

Contributor I

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?

They’re sending me a replacement.

Tezcatlipoca

I used the Support Chat this afternoon, and eventually got through to a real person.

I said up front that I wanted a replacement, and I pointed the Chat Agent to this thread and the other one.

They said the issue was a known issue, went through the usual questions, waited for authorisation from the support tier above them, and then finally came back to say that a replacement was authorised 👍

Only annoying thing is that I have to send the original headphones back before I get sent the replacements.

M

MaHo90

Lyricist III

I used the Support Chat this afternoon, and eventually got through to a real person.

I said up front that I wanted a replacement, and I pointed the Chat Agent to this thread and the other one.

They said the issue was a known issue, went through the usual questions, waited for authorisation from the support tier above them, and then finally came back to say that a replacement was authorised 👍

Only annoying thing is that I have to send the original headphones back before I get sent the replacements.

But is it hardware related? I cant find an answer on that question. If it is an known problem Sonos need to come with a statement.

Tezcatlipoca

No idea! ☹️ I just hope that my second set don’t have the same issue...

Tezcatlipoca

Not very good for Sonos with their highly anticipated new hardware suffering from faults right on the heels of the Sonos App debacle...

J

jjboyce

Enthusiast II

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?

They’re sending me a replacement.

Let us know when you receive them if they are fine please. I’m in two minds. It depends what the tech team says. If I can get them replaced I will. I mean I love them they are great sounding and I love the quality.

Such a shame this issue has soured my experience. I have beam, mini bass, Sonos one etc. Like a whole system and love it.

M

MaHo90

Lyricist III

Today we have a new update for the Ace headphones. No patch notes so we can't see what really has changed. The static noise isn't gone after the update sadly.

F

FredSWE

Lyricist I

Sonos started a vote on this on reddit

https://www.reddit.com/r/sonos/s/dBLyHzoCe4

Moderator edit: I don’t think that was us.

M

maxp0wer

Lyricist I

I am having a similar issue and seems to be linked to Bluetooth activity in my case. Being especially audible when pairing, reconnecting and doing changes to the Bluetooth connection. Also when starting a new Track or Video. During the playback I cannot hear it. I can only hear it when ANC is either on or in Aware-Mode.

It kind of sounds like the Bluetooth signal is causing interference with the right speaker/microphones?

If that is the case I don’t know if a software update is able to fix this...

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