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Just bought new Sonos Arc Ultra and hit a problem

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Hello!

Just bought Arc Ultra and hit a problem, probably, with a broken speaker, producing crackling sound at a certain frequencies on the right side.

I've asked Sonos Support and they have, after a long conversation, escalated the issue higher to some technical team. It's been more than two weeks now, and I still got no response, however I have contacted support several times, they never were able to say when that technical team will contact me.

The product is quite new, I should have 30 days free return warranty - maybe I should request returning the product instead of hoping on sonos support to do a warranty case?

I have a case number, but cannot do anything to check its status. Kind of a weird situation, especially considering that the product already came defective to me.

What should I do?

The Arc Ultra was bought as a part of a TV bundle with two era 100s, they work fine. Will I be able to return just Arc alone?

Any help is appreciated,

Best regards,

Alexey.

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AjTrek1Answer

If you bought as a Sonos bundle I’d bypass Tech Support and go to Sales Support if less than 30 days.

Together Everyone Achieves More = T.E.A.M.

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E

Eme77

Lyricist III

I just had a nice call with Sonos support and they will send a replacement. The issue was not known by the person I spoke to, but it was noted for further analysis. Hopefully I will be lucky with this one.

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