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Brand new Sonos Arc build quality issue

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Just got it from Sonos Online Store last Friday.
I am very happy with it, but when repositioning it before running TruePlay, I noticed that while grabbing it, I could hear a somewhat loud creaking noise in the left part of it.
Found out that the seam on the bottom of the Arc is not flush but rubbing, causing the creaking.

Already arranged an advance replacement with Sonos, but I wonder how common are these kind of issues.

One other doubt: does anyone of you used the advance replacement? Is the replacement unit a new, retail unit? Sonos representative said so.
Thank you in advance for your input.

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Corry PAnswer

Sonos Staff

Hi @marinheira

Thanks for your post!

Already arranged an advance replacement with Sonos, but I wonder how common are these kind of issues.

Well, not very. Every manufacturing process has points at which things can go wrong, however. We will of course replace any unit that has come from the factory in a less-than-perfect condition.

One other doubt: does anyone of you used the advance replacement? Is the replacement unit a new, retail unit? Sonos representative said so.
Thank you in advance for your input.

If you’ve only just bought your unit, then we will replace it with brand-new “A” stock.

I hope this helps.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

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marinheiraAuthor

Avid Contributor I

Yes, invoice date is N*march, 31st.

“A stock” return means retail units sealed in box?

Thanks for your help, @Corry P

Corry P

Sonos Staff

“A stock” return means retail units sealed in box?

Exactly, yes.

Thanks for your help, @Corry P

You are very welcome!

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

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marinheiraAuthor

Avid Contributor I

@Corry P is there any particular department I may check to get an update on the replacement process?

Corry P

Sonos Staff

Hi @marinheira

Your replacement is Awaiting Dispatch, which is to say it’s boxed, labelled and waiting for the courier to pick it up. When they do so, they’ll scan the label and at that point you’ll automatically be sent the tracking email. I don’t see why this wouldn’t happen by the end of business today.

I hope this helps.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

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marinheiraAuthor

Avid Contributor I

It does, indeed.

Thank you, @Corry P

melvimbe

It’s a nasty world. A while back I worked in a retail store near a not so great area of town and we would occasionally be victimized by “snatch and go” operators who would grab something near the entrance and run. We kept a few “factory sealed” boxes of bricks near the door. I can’t imagine the outcome when these “sealed” units were sold on the street. (This was before the Internet and eBay existed)

There is also the scalpers who will buy up large quantities of hard to find items to resale as new above MSRP. If they don’t manage to sell all the items, they just return the item to the retail store at no cost to them. It’s why some people get banned from stores, blacklisted for returns, and some places won’t put the latest and greatest out on the shelf….you have to ask to see the merchandise.

Danny