High pitch playbar noise

Just finished talking with Mike W. at Sonos Customer Service re: high pitched sound coming from my Gen 1 Play 5.
After sending in diagnostics code, factory reset and then an hour on the phone (confirming serial number, etc) I am being told that only option is to pay another $250 and exchange my Gen 1 Play 5 for a Gen 2 Play 5....meaning I am into my Play 5 now for $750...ridiculous! Unit is 3 years old....Quality audio gear is supposed to last longer than that. I understand warranty is past and have no problem having item repaired or replaced at a "nominal" cost due to this hardware defect.....$250 in not nominal.

I was also told that it is mandatory I send in my Gen 1 Play 5 so it can be reconditioned (and sold again?)...or else my credit card will be charged an additional $500 (on top of the $250 exchange offer)

Not happy about this. I have 3 Play 1's, a Connect and Play 5 with plans to buy more for our pool area and other rooms....not any more.
Also calling BBB and local consumer fraud TV/radio/paper....this manufacture trying to get out of repairing/replacing a $5 hardware defect and capitalize on existing Sonos customers. (saving this post to show fraud alerts incase Sonos deletes from thread)

Having the same issue. Sonos support I have checked all software up to date. Have unplugged all Ethernet cables and optical cables. Rebooted the device. Unplugged the tv and same issue.

Diagnostics number 7779937

I am being told that only option is to pay another $250 and exchange my Gen 1 Play 5 for a Gen 2 Play 5....meaning I am into my Play 5 now for $750...ridiculous!
Nope, you're either in $500 for a Play 5 that worked for 3 years, or you're in $750 for 2x Play 5s.

I understand warranty is past and have no problem having item repaired or replaced at a "nominal" cost due to this hardware defect.....$250 in not nominal.

You say you understand, but nothing else in this post suggests you do...

I was also told that it is mandatory I send in my Gen 1 Play 5 so it can be reconditioned (and sold again?)...or else my credit card will be charged an additional $500 (on top of the $250 exchange offer)

This is what's called an "offer". Sonos is willing to give you a 2nd Gen Play5 for half price, but they are going to want the old one back. Why? Oh dear, so many reasons. The least of which is to ensure that people wouldn't exploit these offers to simply acquire half price gear. This is also why you'll be charged if you don't return it.

I'll add that it's very much standard to expect to return equipment, yes even broken, when receiving special replacement offers.

Also calling BBB and local consumer fraud TV/radio/paper.

Hopefully, they won't laugh at you for your frivolous contact. Companies have no obligation to do nice things for you outside the warranty period. Even so, in this situation, Sonos actually has made you an offer!

...this manufacture trying to get out of repairing/replacing a $5 hardware defect

This manufacturer is offering you a special discount to replace an out of warranty fault. You're just being petulant.

Sorry to everyone else if this reads a little harsh. As someone who used to work retail, I've used up my life's supply of patience for people who throw tantrums when they don't get exactly what they want.

The offer this person received was reasonable. The failure after 3 years is unfortunate, but sometimes equipment will fail. If he showed the same kind of attitude when talking with support I'm surprised they offered anything.

My Playbar has started making this high pitched whining noise constantly in the background now. I've tried factory resetting, turning off the indicator light and turning off everything around it but it's still there like tinitus unless I turn off the Playbar power.

Is there a fix for this? I have created a diagnostics report with the reference 8048071 in case this helps

Is there a fix for this?

The only official fix offered by Sonos is a full product replacement.

VERY common fault with the Sonos Playbar - it happened to me with 2 playbars (one I sold the other I insisted on a replacement).

If you are inside your 2 year warranty you will get a hassle free replacement from Sonos.

***IMPORTANT*** If you are outside your 2 year warranty, DO NOT LET Sonos fob you off with the offer of a reduced price refurbished unit - this is a WELL KNOWN manufacturing fault and you should get a straight replacement from Sonos even if you are outside your warranty period - there is still a legal obligation for manufacturers to replace/repair known faults.

Hopefully, they won't laugh at you for your frivolous contact. Companies have no obligation to do nice things for you outside the warranty period. Even so, in this situation, Sonos actually has made you an offer!


This is totally wrong - manufacturers have an obligation to ensure their products are fit for purpose and last a reasonable length of time.

I can only speak for EU directives, but under EU law consumers can get a partial refund or full repair up to six years after the purchase was made.

This is especially true when the user can demonstrate that the fault is inherent to the product - which in the case of high pitched playbars it is.

Hi there,
I setup my new PlayBar today with the same issue. Faint high pitch noise when the unit is powered (regardless of the optical cable being plugged in or not) Diagnostic# 8100475

You need to contact support and jump through a load of hoops for them, eventually they will admit fault and you can start the RMA replacement process.

I'm curently waiting for second Playbar replacement as the one I was sent last time wouldn't connect to my Sonos system or even set up as a new system, so had to start the RMA process all over again. Meh.

Getting very annoyed and disillusioned with Sonos at this point, especially considering the amount of time and money I have invested in their 'Premium quality' products 😞