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Just bought new Sonos Arc Ultra and hit a problem

  • December 12, 2025
  • 11 replies
  • 149 views
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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.

Best answer by AjTrek1

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

11 replies

buzz
  • buzz
  • December 12, 2025

Unless you can identify something nearby vibrating, I’d return the unit.

Stanley_4
  • Stanley_4
  • Lead Maestro
  • December 12, 2025

Call support and request to return it.

Check your options to make sure you will get a new unit as a replacement not a refurbished one.

AjTrek1
  • AjTrek1
  • Answer
  • December 13, 2025

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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AlwaysJammin
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Thanks for your opinions. Just started the money-back process, already got the RMA and UPS postage label, so will proceed with the return. Should have done that already two weeks ago!

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  • User117655
  • Collaborator II
  • December 13, 2025

Search for 'Sonos Arc Ultra Sound Issue' here for more  informat ion...

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  • Eme77
  • Lyricist I
  • December 15, 2025

I have the same issues. See the closely related Sonos community topic:https://en.community.sonos.com/home-theater-229129/sonos-arc-ultra-sound-issue-6932160 

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I’ve sent back my Arc using 30-day money-back guarantee option, marked it as “defective”.

Just bought a new one from a local store and voila - no problems with the sound. So I think I just need to wait to get the money back for the defective one.

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  • Eme77
  • Lyricist I
  • December 15, 2025

I’ve sent back my Arc using 30-day money-back guarantee option, marked it as “defective”.

Just bought a new one from a local store and voila - no problems with the sound. So I think I just need to wait to get the money back for the defective one.


That is great!… you don’t, by chance, happen to know the production dates of the faulty and good units? 

AjTrek1
  • AjTrek1
  • December 15, 2025

I’ve sent back my Arc using 30-day money-back guarantee option, marked it as “defective”.

Just bought a new one from a local store and voila - no problems with the sound. So I think I just need to wait to get the money back for the defective one.


That is great!… you don’t, by chance, happen to know the production dates of the faulty and good units? 

Knowing those dates may not be a good tool to determine if a unit is defective before setting it up. I’m sure Sonos keeps track of similar information to see if a pattern develops for returned units. Then the number of returned units with the same issue has to exceed the threshold for acceptable failures by a target percentage for a particular batch run. Hopefully, if that number reaches critical mass Sonos would be pro-active and issue a unit recall. A recall is a last resort if the issue can’t be fixed via a firmware update. However in the OP’s situation just activating the 30 Day return was the best course of action.

Together Everyone Achieves More = T.E.A.M.
Airgetlam
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I’ve sent back my Arc using 30-day money-back guarantee option, marked it as “defective”.

Just bought a new one from a local store and voila - no problems with the sound. So I think I just need to wait to get the money back for the defective one.


That is great!… you don’t, by chance, happen to know the production dates of the faulty and good units? 

Sorry, I’ve forgotten to take a photo of the product’s label. And the serials displayed on Sonos website don’t give much info.

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  • Eme77
  • Lyricist I
  • December 15, 2025

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.

AjTrek1
Airgetlam
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