Playbar Audio Issues, Optical Ports with no doors

Warning- if you contact SONOS “support” to request assistance with fixing a broken Toslink (optical) door on a Playbar, go in knowing that they do not stand behind their products. I own 12-14 different SONOS products. I was an early adopter and praised the products when discussing amongst my friends. So when I noticed the cable hanging out and no audio on my Playbar, I called them to ask about a service center in my area. I was fully expecting to pay for the repair- I was only looking for a place to take it for a quick turnaround. Instead, the rep had an attitude, perhaps because he deals with this issue often, and told me I had three choices: send my well cared for Playbar to SONOS along with $169 in exchange for someone else’s refurbished unit, buy a new Playbar or do nothing. Of course I chose door #3 and continue to keep the cable inserted by balancing the cable and taping it 2 dvd cases. Since SONOS freely admits that the original design was faulty, they should have a part for sale or available to its loyal customers to fix this when it happens. And trust me, it will happen (I know 2 people who have the same issue). It’s really too bad SONOS will no longer stand by their products. As such, I will no longer stand behind them. This was the first Christmas in years where my wife did not buy me something from SONOS and while saddened I have survived. While I would have loved another Player or Connect, the Heos I received is just as good if not better. I do know one thing, not another penny will ever be paid for any SONOS products in this house again.

Warning- if you contact SONOS “support” to request assistance with fixing a broken Toslink (optical) door on a Playbar, go in knowing that they do not stand behind their products. I own 12-14 different SONOS products. I was an early adopter and praised the products when discussing amongst my friends. So when I noticed the cable hanging out and no audio on my Playbar, I called them to ask about a service center in my area. I was fully expecting to pay for the repair- I was only looking for a place to take it for a quick turnaround. Instead, the rep had an attitude, perhaps because he deals with this issue often, and told me I had three choices: send my well cared for Playbar to SONOS along with $169 in exchange for someone else’s refurbished unit, buy a new Playbar or do nothing. Of course I chose door #3 and continue to keep the cable inserted by balancing the cable and taping it 2 dvd cases. Since SONOS freely admits that the original design was faulty, they should have a part for sale or available to its loyal customers to fix this when it happens. And trust me, it will happen (I know 2 people who have the same issue). It’s really too bad SONOS will no longer stand by their products. As such, I will no longer stand behind them. This was the first Christmas in years where my wife did not buy me something from SONOS and while saddened I have survived. While I would have loved another Player or Connect, the Heos I received is just as good if not better. I do know one thing, not another penny will ever be paid for any SONOS products in this house again.

I have the same issue, but my scenario is better. I bought a Playbar at Target and turns out it was a used unit, optical cable wont fit or stay secured. When I contacted Sonos, they told me the device is 5 years old and out of warranty. Now im stuck with a broken Playbar and the best they can do is replace it for 180 dollars. As someone who owns 5.5 speakers, I'd say Im invested and overall, I love Sonos. This experience sets apart a good company from being a great customer focused company. Not many companies fall into that category, but those who do get the additional benefit for having customers for life.

I'd be talking to Target, not Sonos. They were the ones who sold you a "used" unit.

I've just relocated from the US to Australia. In moving one of the revivalists broke my Playbar's optical-in door off. After a little research I found that new units no longer have inputs with flaps - suggesting the earlier models had a design flaw. Given this, I thought I'd check my options with Sonos expecting they would acknowledge the issue and offer a replacement. To my dismay the only option offered was to purchase a "new" unit from Sonos Australia for $699AUD. I'm also an early adopter and have over 10 devices plus I've recommended them to numerous friends over the last decade.

They've just lost an ongoing customer and advocate.

My advise to new customers: BEWARE, look elsewhere!!

Sonos now treat their customers as a means to a profit - nothing else.