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MSC Woofer
Contributor I
October 27, 2021

Subwoofer now works AFTER Support told me it was Junk 11 months ago

Eleven months ago my Sonos Subwoofer stopped working.  After spending hours trying to fix it as well as quality time with Support I was told that the speaker had a hardware issue and was toast.  So I unplugged the woofer and put it in the closet.

In the mean time Sonos then tried to sell me a new Subwoofer.

 

Fast forward 11 months, to cleaning out my closet…

Plug the Subwoofer and was alerted there was a software update and it FIXED the “junk” speaker.

 

Why hasn't Sonos contacted all the folks with this issue to tell them there was a SW fix?

How many people got rid of their “Junk” speakers and bought new ones?

Sonos does not have an answer.

 

This unacceptable in my opinion 

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2 replies

Airgetlam
Airgetlam
October 28, 2021

And it’s entirely possible that it wasn’t a software issue either. It could be a hardware issue, that was “solved” by moving it, like a poorly connected wire, for instance. 

Yes, I bet it’s frustrating. But if, at the moment you dealt with Sonos’ CS, it wasn’t working, and they could see no way to make it work, there’s not much they’re going to be able to do. I’m happy for you that it’s now working, but I’d be willing to bet that it will fail again in the future, be it with a heat issue, or whatever caused it to fail in the first place.

There has not been a litany of other people who have been complaining about SUB failures on these forums, which would lead me to believe that the failure is specific to your particular situation, and not a software issue. Otherwise, I’d think that there would be dozens of other posts, or one of my two SUBs would have failed, too, and I’d be in the same boat. 

Bruce
MSC WooferAuthor
Contributor I
October 28, 2021

It’s possible that a wire moved on a speaker that never moved except during diagnosis.

It’s more likely that it was a software issue on Sonos side.  Hence the speaker working AFTER the software update.

 

Litany is such a subjective word.  There are many people with the same issue.

 

 

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