Answered

Sonos Arc - Metallic Sound



Show first post

1017 replies

Userlevel 6
Badge +6

Packing everything- getting ready to return the Arc and 2 ones even after paying 30% off the price. Dealing with the quiet and thin dialogue by increasing the volume did not help much as the action scenes were getting too loud. Sonos is also silent about this issue and have not provided any assurances. I can’t just bet my money on HOPES that they will fix it. Lack of 4K pass-through ports, LPCM and DTS support were aleady a bummer, but I still accepted those flaws because of the price I paid, but I can not accept sound quality issues. Not everybody was privilged to get 30% off and at $799, Arc is just not worth it as it depends too much on the pricey sub and surrounds for good experience. 

 Overall, the experience is sub-par for a supposedly premium system. I will be going back to the HomePod and Airpods combination which are much more cost-effective with a fuller sound (I never thought I would be saying this after using the Arc).

Did you face any issues with the returns as some other folks are experiencing?

Nope. I filled the online form and got the UPS labels right away. The only problem was receiving confirmation for one of the returns. I had to call the support and they sorted it out. Their wait times are very long though (could have atleast kept their support email open). Definitely not the Sonos they used to be. Thanks to Covid and thanks to their IPO.

Userlevel 4
Badge +4

All these magazines that gave this product a great review should be boycotted!!!!! 

Come on, everyone, let’s keep our heads and our cool. This isn’t some conspiracy and lots of people, myself included, quite like our Arc setups. Which explains the website reviews and the overall quite glowing consumer reviews on Amazon and Best Buy.  

The Arc is not a bad product despite the experiences some people have had / are having and we don’t need to throw the baby out with the bathwater. If you’re having issues with the Arc for whatever reason, I strongly recommend returning it and getting something you’ll be happy with. Life’s too short to live with bad sound. Or if you really, really want the Arc, then hold on to it and wait for Sonos to issue updates that may “fix” the issue or, better yet, return it, watch the boards, and re-buy it once things seem corrected to your satisfaction. 

But all of this “these reviews must be paid,” “worst soundbar ever,” “let’s boycott magazines”…. this is all just bordering on silliness. We’ve all paid a lot for this gear and if you’re unhappy I get that. If I didn’t like my Arc or was experiencing terrible issues I would have already boxed mine up, sent it back, and been on the hunt for something else. 

There are bigger problems in the world than this - and this is fixable one way or the other. 

I tried saying something like this but have been singled out by some who claim Im a SONOS Defender ( is that a job, if so do I get paid..?? Waiting for my paycheck ) anyways, I totally agree with you and this is the reason I pitched in to comment on to someones post asking what to do or how to summarize this thread because they were interested.

 

There is some people that are very happy with their arcs, some others have some issues but think it is a matter of tweaks and some group that vocally says its trash and the worst soundbar ever!!! (not making it up look up WORST in this community forums and you’ll find some posts. Strangely theres a wide standard deviation here. But my advice is if you are excited for the Arc no need to wait a year or read 1001194 posts here. Try to get one and try it out! If you dont love it return and look for something else.

 

For those of you worried your return hasn't gone smoothly I understand the frustration witht the state of SONOS support right now, and shame on you SONOS for cutting support now, but at the same time the current state of the world is crazy and most companies have very long wait times ( my friend waited 3 hours tot alk to an airline the other day) but I seriously doubt sonos is gonna deny your return because you waited for them to get back to you. Open a support ticket before your return period ends, so you can reference this ansd say you tried to return. 

Userlevel 6
Badge +10

All these magazines that gave this product a great review should be boycotted!!!!! The Beam a way better soundbar and at half the price!!!!

I hear that companies may pay for some reviews to happen, either directly or through ad buys (I have no idea if Sonos does this) - as well as provide the product FOC. Reviews may claim not to be influenced but 🤷

Userlevel 6
Badge +7

All these magazines that gave this product a great review should be boycotted!!!!! 

Come on, everyone, let’s keep our heads and our cool. This isn’t some conspiracy and lots of people, myself included, quite like our Arc setups. Which explains the website reviews and the overall quite glowing consumer reviews on Amazon and Best Buy.  

The Arc is not a bad product despite the experiences some people have had / are having and we don’t need to throw the baby out with the bathwater. If you’re having issues with the Arc for whatever reason, I strongly recommend returning it and getting something you’ll be happy with. Life’s too short to live with bad sound. Or if you really, really want the Arc, then hold on to it and wait for Sonos to issue updates that may “fix” the issue or, better yet, return it, watch the boards, and re-buy it once things seem corrected to your satisfaction. 

But all of this “these reviews must be paid,” “worst soundbar ever,” “let’s boycott magazines”…. this is all just bordering on silliness. We’ve all paid a lot for this gear and if you’re unhappy I get that. If I didn’t like my Arc or was experiencing terrible issues I would have already boxed mine up, sent it back, and been on the hunt for something else. 

There are bigger problems in the world than this - and this is fixable one way or the other. 

Userlevel 1
Badge +1

Packing everything- getting ready to return the Arc and 2 ones even after paying 30% off the price. Dealing with the quiet and thin dialogue by increasing the volume did not help much as the action scenes were getting too loud. Sonos is also silent about this issue and have not provided any assurances. I can’t just bet my money on HOPES that they will fix it. Lack of 4K pass-through ports, LPCM and DTS support were aleady a bummer, but I still accepted those flaws because of the price I paid, but I can not accept sound quality issues. Not everybody was privilged to get 30% off and at $799, Arc is just not worth it as it depends too much on the pricey sub and surrounds for good experience. 

 Overall, the experience is sub-par for a supposedly premium system. I will be going back to the HomePod and Airpods combination which are much more cost-effective with a fuller sound (I never thought I would be saying this after using the Arc).

Did you face any issues with the returns as some other folks are experiencing?

Userlevel 1
Badge +1

I hope all is well internally within the company and they are working on a plan to get things back on track.

Userlevel 6
Badge +10

I have been trying to organise a return of my arc for over a week. I have emailed them 3 times to chase it - twice getting a generic response asking if they have solved the problem to my satisfaction (with no other reply or action) and once apologising saying the ‘return has been stuck in the system’ and that they will be in touch to tell me how to proceed with the return (that was 3 days ago). 

I get things are bit tougher with COVID but this seems a bit odd doesn’t it ???

I also returned a sub to them, which was received by them at the end of June but I am still waiting for a refund. I have emailed them and have had no response. Is their customer service usually this bad???

 

I tried too to no avail. I thought I could chat to return it, but no and then they said go online, but that did not work. Just call and get ready to be on hold for a loooong time :/

Good luck. I just brought mine to UPS ….

It’s a joke - I have been trying to sort an exchange THEY agreed since last Monday 6th July. It asked if I wanted an advance delivery and to leave card details and I would have it within 5 working days! Monday 12th still heard nothing so chased them and it was lost in the system apparently but still heard nothing and if it’s not hear by Monday it will be over 14days and they will bill be for a second Arc as you only have 14days to return since raising the exchange it’s a joke this company has gone from hero to zero in about 6 weeks… SONOS READ THIS - YOU SOLD ME SOME JUNK - YOU ACKNOWLEDGES IT WAS JUNK NOW FOLLOW THROUGH AND REPLACE IT WITHOUT ME BEING OUT OF POCKET FOR YOUR MISTAKE!!!

Just found out that they have also stopped monitoring support@sonos.com as I am dealing with my return. Only option is to call them and wait hours hoping somebody would pick up. One of the WORST support I have dealt with. Laying off majority of support staff after releasing much anticipated product in the history of the company speaks a lot.

I’m starting to think there is a case to report them to trading standards and maybe watchdog for this diabolical service here in the uk

I can't even get support for an order that they haven't shipped. Took my money and have gone completely radio silent.

Userlevel 2
Badge +2

All these magazines that gave this product a great review should be boycotted!!!!! The Beam a way better soundbar and at half the price!!!!

Userlevel 2
Badge +1

I have been trying to organise a return of my arc for over a week. I have emailed them 3 times to chase it - twice getting a generic response asking if they have solved the problem to my satisfaction (with no other reply or action) and once apologising saying the ‘return has been stuck in the system’ and that they will be in touch to tell me how to proceed with the return (that was 3 days ago). 

I get things are bit tougher with COVID but this seems a bit odd doesn’t it ???

I also returned a sub to them, which was received by them at the end of June but I am still waiting for a refund. I have emailed them and have had no response. Is their customer service usually this bad???

 

I tried too to no avail. I thought I could chat to return it, but no and then they said go online, but that did not work. Just call and get ready to be on hold for a loooong time :/

Good luck. I just brought mine to UPS ….

It’s a joke - I have been trying to sort an exchange THEY agreed since last Monday 6th July. It asked if I wanted an advance delivery and to leave card details and I would have it within 5 working days! Monday 12th still heard nothing so chased them and it was lost in the system apparently but still heard nothing and if it’s not hear by Monday it will be over 14days and they will bill be for a second Arc as you only have 14days to return since raising the exchange it’s a joke this company has gone from hero to zero in about 6 weeks… SONOS READ THIS - YOU SOLD ME SOME JUNK - YOU ACKNOWLEDGES IT WAS JUNK NOW FOLLOW THROUGH AND REPLACE IT WITHOUT ME BEING OUT OF POCKET FOR YOUR MISTAKE!!!

Just found out that they have also stopped monitoring support@sonos.com as I am dealing with my return. Only option is to call them and wait hours hoping somebody would pick up. One of the WORST support I have dealt with. Laying off majority of support staff after releasing much anticipated product in the history of the company speaks a lot.

I’m starting to think there is a case to report them to trading standards and maybe watchdog for this diabolical service here in the uk

It does seem a bit odd doesn’t it? To send out a product as bad as the arc is disappointing enough but then to go completely silently when people try to exercise their right to a refund / exchange is even worse. I had wondered if they are delaying as they hope an update will fix the issue… The number of returns they are going to get is going to cost them... but that doesn’t explain why I’m waiting 3 weeks for a refund on a returned sub ???  Even just an email saying we are struggling with customer service due to COVID would appease me. 

Userlevel 4
Badge +4

I have been trying to organise a return of my arc for over a week. I have emailed them 3 times to chase it - twice getting a generic response asking if they have solved the problem to my satisfaction (with no other reply or action) and once apologising saying the ‘return has been stuck in the system’ and that they will be in touch to tell me how to proceed with the return (that was 3 days ago). 

I get things are bit tougher with COVID but this seems a bit odd doesn’t it ???

I also returned a sub to them, which was received by them at the end of June but I am still waiting for a refund. I have emailed them and have had no response. Is their customer service usually this bad???

 

I tried too to no avail. I thought I could chat to return it, but no and then they said go online, but that did not work. Just call and get ready to be on hold for a loooong time :/

Good luck. I just brought mine to UPS ….

It’s a joke - I have been trying to sort an exchange THEY agreed since last Monday 6th July. It asked if I wanted an advance delivery and to leave card details and I would have it within 5 working days! Monday 12th still heard nothing so chased them and it was lost in the system apparently but still heard nothing and if it’s not hear by Monday it will be over 14days and they will bill be for a second Arc as you only have 14days to return since raising the exchange it’s a joke this company has gone from hero to zero in about 6 weeks… SONOS READ THIS - YOU SOLD ME SOME JUNK - YOU ACKNOWLEDGES IT WAS JUNK NOW FOLLOW THROUGH AND REPLACE IT WITHOUT ME BEING OUT OF POCKET FOR YOUR MISTAKE!!!

Just found out that they have also stopped monitoring support@sonos.com as I am dealing with my return. Only option is to call them and wait hours hoping somebody would pick up. One of the WORST support I have dealt with. Laying off majority of support staff after releasing much anticipated product in the history of the company speaks a lot.

I’m starting to think there is a case to report them to trading standards and maybe watchdog for this diabolical service here in the uk

Userlevel 6
Badge +6

I have been trying to organise a return of my arc for over a week. I have emailed them 3 times to chase it - twice getting a generic response asking if they have solved the problem to my satisfaction (with no other reply or action) and once apologising saying the ‘return has been stuck in the system’ and that they will be in touch to tell me how to proceed with the return (that was 3 days ago). 

I get things are bit tougher with COVID but this seems a bit odd doesn’t it ???

I also returned a sub to them, which was received by them at the end of June but I am still waiting for a refund. I have emailed them and have had no response. Is their customer service usually this bad???

 

I tried too to no avail. I thought I could chat to return it, but no and then they said go online, but that did not work. Just call and get ready to be on hold for a loooong time :/

Good luck. I just brought mine to UPS ….

It’s a joke - I have been trying to sort an exchange THEY agreed since last Monday 6th July. It asked if I wanted an advance delivery and to leave card details and I would have it within 5 working days! Monday 12th still heard nothing so chased them and it was lost in the system apparently but still heard nothing and if it’s not hear by Monday it will be over 14days and they will bill be for a second Arc as you only have 14days to return since raising the exchange it’s a joke this company has gone from hero to zero in about 6 weeks… SONOS READ THIS - YOU SOLD ME SOME JUNK - YOU ACKNOWLEDGES IT WAS JUNK NOW FOLLOW THROUGH AND REPLACE IT WITHOUT ME BEING OUT OF POCKET FOR YOUR MISTAKE!!!

Just found out that they have also stopped monitoring support@sonos.com as I am dealing with my return. Only option is to call them and wait hours hoping somebody would pick up. One of the WORST support I have dealt with. Laying off majority of support staff after releasing much anticipated product in the history of the company speaks a lot.

Userlevel 1
Badge +3

I was about to buy the Sonos Arc today until I read this thread as well as the other thread about the  muddy/bad bass. I am very disappointed to hear that after such a long time between the Playbar release(2013) and the Arc(2020), that they seemed to have rushed the Arc and maybe there is real hardware issues. I own many Sonos speakers

 

And it does not give me much confidence that the Sonos team do not get back to genuine concerns to loyal customers who are willing to pay extra for a product that is on the higher end of the market.

 

I will stick with my Playbar for now, but if this is not resolved, then it does not look good for the future of Sonos products. This will only force me to sell all my Sonos speakers eventually and invest in another ecosystem

Userlevel 4
Badge +4

I have been trying to organise a return of my arc for over a week. I have emailed them 3 times to chase it - twice getting a generic response asking if they have solved the problem to my satisfaction (with no other reply or action) and once apologising saying the ‘return has been stuck in the system’ and that they will be in touch to tell me how to proceed with the return (that was 3 days ago). 

I get things are bit tougher with COVID but this seems a bit odd doesn’t it ???

I also returned a sub to them, which was received by them at the end of June but I am still waiting for a refund. I have emailed them and have had no response. Is their customer service usually this bad???

 

I tried too to no avail. I thought I could chat to return it, but no and then they said go online, but that did not work. Just call and get ready to be on hold for a loooong time :/

Good luck. I just brought mine to UPS ….

It’s a joke - I have been trying to sort an exchange THEY agreed since last Monday 6th July. It asked if I wanted an advance delivery and to leave card details and I would have it within 5 working days! Monday 12th still heard nothing so chased them and it was lost in the system apparently but still heard nothing and if it’s not hear by Monday it will be over 14days and they will bill be for a second Arc as you only have 14days to return since raising the exchange it’s a joke this company has gone from hero to zero in about 6 weeks… SONOS READ THIS - YOU SOLD ME SOME JUNK - YOU ACKNOWLEDGES IT WAS JUNK NOW FOLLOW THROUGH AND REPLACE IT WITHOUT ME BEING OUT OF POCKET FOR YOUR MISTAKE!!!

another interesting video, not solution to the problem maybe but maybe a bit on the way!  
 

https://youtu.be/jmKsMLzv4m8

Userlevel 3
Badge +1

I’m not sure if my opinion would be much different if I hadn’t come from Samsung Q90r. Which had its own issues in regards to speakers disconnects and poor software support, but comparing the sound quality of that and I mean the general overall sound not just the atmos, that sounded so so much better, was great sounding what ever you played. So having to pay a lot more to get a full Sonos system I would expect this to be just as good if not better than the Samsung in sound quality, that’s why I have such an issue with the sound from the ARC. I can’t believe Sonos would just release a product like this and that’s how it’s meant to sound.

 

 

 

 

Do you have the full 5.1 setup or just the Arc? This is interesting since I saw someone on reddit saying they liked the full 5.1 Arc more than q90r

Yeah I have a full 5.1 setup, sub and 2 rear SLs, the sub is better than the Samsung sub and the sound from the rears is actually more noticeable on the Sonos, its just the ARC is the weak link, for me the the overall sound on the q90r was more rounded and meaty.

And that's my feeling about the sub and rears - really really good.  Also my Playbar is much fuller and as you say "meaty" compared to the Arc which has an irritating shrillness I can't get rid of.  

I still like my Sonos stuff and maybe if they can fix the Arc I would try it again but for now the Playbar is the better sounding of the two.

Userlevel 5
Badge +7

I’m not sure if my opinion would be much different if I hadn’t come from Samsung Q90r. Which had its own issues in regards to speakers disconnects and poor software support, but comparing the sound quality of that and I mean the general overall sound not just the atmos, that sounded so so much better, was great sounding what ever you played. So having to pay a lot more to get a full Sonos system I would expect this to be just as good if not better than the Samsung in sound quality, that’s why I have such an issue with the sound from the ARC. I can’t believe Sonos would just release a product like this and that’s how it’s meant to sound.

 

 

 

 

Do you have the full 5.1 setup or just the Arc? This is interesting since I saw someone on reddit saying they liked the full 5.1 Arc more than q90r

Yeah I have a full 5.1 setup, sub and 2 rear SLs, the sub is better than the Samsung sub and the sound from the rears is actually more noticeable on the Sonos, its just the ARC is the weak link, for me the the overall sound on the q90r was more rounded and meaty.

I submitted a diag while watching a movie on amazon prime called “For Love or Money”. It was one of the worst offenders so far. Even after turning down the treble it’s too harsh. My setup is a Apple TV > LG C7 >  Sonos. 
 

the diag confirmation is 625831310

Userlevel 3
Badge +2

Hello all,

While we are aware that some are experiencing or have experienced audio issues with their Arc,we are working on it but I do not have an update for you at this time.

If you are experiencing a thin, tinny quality in your audio that I see that some are describing as “cheap radio” sound, I would encourage you to test playback through a streaming music service of your choice and then make an audio or recording on your mobile phone or camera. Then reach out to us directly so that we can log the issue and evaluate the units on an individual level.

For those that have already exchanged your units, did this resolve the audio quality issue? 

The replacement unit isn’t as bad but the issue is still there.

 

Userlevel 5
Badge +13

Hello all,

While we are aware that some are experiencing or have experienced audio issues with their Arc,we are working on it but I do not have an update for you at this time.

If you are experiencing a thin, tinny quality in your audio that I see that some are describing as “cheap radio” sound, I would encourage you to test playback through a streaming music service of your choice and then make an audio or recording on your mobile phone or camera. Then reach out to us directly so that we can log the issue and evaluate the units on an individual level.

For those that have already exchanged your units, did this resolve the audio quality issue? 

@Jean C. i have submitted the diagnostics as per @Scott - Sonos suggestion, I also have a video example recorded on my phone I could send that shows all the sibilance that is quite fatiguing on the ears.

 

happy to send any examples or info over.

Userlevel 3
Badge +3

Hello all,

While we are aware that some are experiencing or have experienced audio issues with their Arc,we are working on it but I do not have an update for you at this time.

If you are experiencing a thin, tinny quality in your audio that I see that some are describing as “cheap radio” sound, I would encourage you to test playback through a streaming music service of your choice and then make an audio or recording on your mobile phone or camera. Then reach out to us directly so that we can log the issue and evaluate the units on an individual level.

For those that have already exchanged your units, did this resolve the audio quality issue? 

@Jean C. - I chatted with support this afternoon, submitted diagnostics, and was told there were no problems they could detect and I should contact Sales via phone. I mostly hear the tinny audio with dialogue. What should I do since chat support didn’t ask for any more information.

Mine is going back soon I’ve bought a full 7.2.4 system with proper speakers so this arc is going back 😁

All you needed was the Sonos Sub and surrounds, problem solved. 👍🏻

Userlevel 1
Badge +1

@sebas1509 I had the Bose ST300 bundle. I auditioned both the playbar and Bose when I initially bought Bose. Wide Soundstage and vocals of Bose was not match for Playbar. I found playbar to be more musical than Bose, however for movies and TV, my ears found Bose to be much better. Additionally the Airplay, HDMI and a great price for Bose was icing on the cake.

And if I understand your comment you say the Sonos Arc is superior than the Bose ST300 bundle you previously had? I think this is the predecessor to the Bose 700, correct me if I am wrong.

 

Thats correct, however both share the same sound profile and drivers. The difference between the two is mostly about the addition of Voice assistants on the Soundbar 700 and support of HDMI 2.1. Additionally they took away HDMI input from Bose Soundbar 700. It was available on ST 300. 

Userlevel 3
Badge +3

I’m not sure if my opinion would be much different if I hadn’t come from Samsung Q90r. Which had its own issues in regards to speakers disconnects and poor software support, but comparing the sound quality of that and I mean the general overall sound not just the atmos, that sounded so so much better, was great sounding what ever you played. So having to pay a lot more to get a full Sonos system I would expect this to be just as good if not better than the Samsung in sound quality, that’s why I have such an issue with the sound from the ARC. I can’t believe Sonos would just release a product like this and that’s how it’s meant to sound.

 

 

 

 

Do you have the full 5.1 setup or just the Arc? This is interesting since I saw someone on reddit saying they liked the full 5.1 Arc more than q90r

I used to own the Samsung n950. While the soundbar sounded great by itself, the surrounds and the sub sounded dead when listening to non-Atmos movies. I don’t have this problem with my Sonos 5.1 system.

Userlevel 1
Badge

I have been trying to organise a return of my arc for over a week. I have emailed them 3 times to chase it - twice getting a generic response asking if they have solved the problem to my satisfaction (with no other reply or action) and once apologising saying the ‘return has been stuck in the system’ and that they will be in touch to tell me how to proceed with the return (that was 3 days ago). 

I get things are bit tougher with COVID but this seems a bit odd doesn’t it ???

I also returned a sub to them, which was received by them at the end of June but I am still waiting for a refund. I have emailed them and have had no response. Is their customer service usually this bad???

 

I tried too to no avail. I thought I could chat to return it, but no and then they said go online, but that did not work. Just call and get ready to be on hold for a loooong time :/

Good luck. I just brought mine to UPS ….

Userlevel 2
Badge +1

I have been trying to organise a return of my arc for over a week. I have emailed them 3 times to chase it - twice getting a generic response asking if they have solved the problem to my satisfaction (with no other reply or action) and once apologising saying the ‘return has been stuck in the system’ and that they will be in touch to tell me how to proceed with the return (that was 3 days ago). 

I get things are bit tougher with COVID but this seems a bit odd doesn’t it ???

I also returned a sub to them, which was received by them at the end of June but I am still waiting for a refund. I have emailed them and have had no response. Is their customer service usually this bad???

 

Userlevel 2
Badge

I agree @bjl that its not fair to target @sebas1509 for his statement. It’s just simple human psychology when a group of people is whining about a problem they are facing to get attention from Sonos, in this forum and meantime if someone else comes up and says “it's ok, its fine for some of us and if you don’t like it just return and buy something else”. Is going to piss off people and they are indeed going to be tough on those folks

The people here are not haters of Sonos but really passionate folks who want to keep the ARC and ready to help Sonos. The least they want is some form of acknowledgment from Sonos. 

So it is counterproductive to come here and say its working fine because it's clearly not for many here.  

So what If people have returned the Arc? How sure are you that they would not come back and buy if the issue is addressed and fixed? So whether someone has returned or still having the ARC is not the point here. 

Reply