Metallic, tinny, resonant and distorted sound from the Sonos Beam gen 2 in voices / talking

I’d call Sonos Support and let them look into the issue, at 7 months you are still in the full warranty period and could get a replacement at no cost if it is defective.

Thx for your reaction,  I already contacted Sonos; the helpdesk employee says ‘it is just a normal little hum...’  and gave me a tip to lower the volume a little bit.  Maybe well meant but not very helpful advise ,if you can imagine. Of course the clip is recorded at normal/low volume.

I already returned the Beam2 now to the shop and they will ship it off to Sonos, so they can investigate it further.  For now I expect that Sonos will handle it correctly and replace it was a working Beam 2 ( so I can sell it, to lower the cost a little bit of my new Arc Sonos, which I needed to buy to get a fine/normal sound again). Just curious what the problem could be. Together I own a total of 4000 euro\dollar in Sonos devices (2 Subs gen3, Era 100, etc..), This Beam 2 issue and the response of the Sonos helpdesk makes me pretty sceptical if I invested in the right brand though at this moment. 

We are 6 weeks further, and I got the Sonos soundbar back again from the shop (who send it to Sonos for a repair, which took more than 5 weeks). But Sonos did not repair anything (they only installed a software update, because Sonos could not determine/notice any defect themself, but did not bother to contact me or the shop for more information as I understand from these facts). The shop employees checked the soundbar and noticed the defect themself before sending it to Sonos for repair, so they were surprised too and had no explanation why the soundbar was not repaired.  Of course I retourned the soundbar again and the shop will send the soundbar again to Sonos for the seconds time.   

My new Soundar Arc is doing still OK (see top message),  but I hope you guys will never have to contact Sonos support, because until now they are not very helpful, to say the least.

I have also the same issue, awful tinny noise coming from the recently purchased Beam gen2 and two era's.  I have tried everything that the first and second Sonos support advised and nothing resolved the issue.

I now have to call Sonos support engineers with a reference number as the first lot of Sonos support couldn’t fix the issue.

I’m at the stage of just sending the whole lot back and get refunded for what is a faulted product, I have seen on the web many other similar issues.   Therefore Sonos must know that there is a fault with the products and are doing nothing to resolve them.

Coming from a Bose system to Sonos has been a massive mistake and

i must have lost endless hours trying to resolve this fault, not including if I do call the second support system which will no doubt make me do everything I have already tried.

Awful experience.😤😤😤

I have spent a long time on the phone with Sonos help desk, which should be renamed the unhelpful couldn’t give a * desk.  I know childish but they are as much use as a chocolate fireguard.

After the umpteenth time of contacting them I yet again went through all the same blah blah! They checked everything (very thorough I hear you say) so there’s nothing wrong with my network,nothing wrong with the TV,nothing wrong my set up.

leaving the Sonos beam being the only fault.

”could they fix?
no was the answer,  

ok can you replace it?

no was the answer

product is only 30 days old and I’ve spent most of that talking to you!

Why not it’s new?

 because we haven’t tried the optical cable.  
it didn’t come with one?

I can’t authorise a replacement until that’s been checked!

your kidding me I didn’t buy it for an optical cable use I bought it for the earc connection?

sorry!

So hear I am stuck with a beam2 with 2 Eros surrounds and a * crackly system.

Buyer beware avoid Sonos like the plague the Beam2 has an inherrent fault, just google it! 
 

*Moderator Note: Modified in accordance with the Community Code of Conduct.*

I've also got this issue. 

I sent the 1st beam gen 2 back and got it replaced and the replacement does the same. 

I think it's something to do with how it decides some TVs. 

I've seen 100s of these complaints on 100s of sites/pages all related to the gen2. 

The shop won't return it. Have spent about 3 hours with customer services at Sonos going through diagnosis and resetting but no joy. 

I tried my mates Samsung bar and it sounded great. 

So unfortunately and gonna lose a few 100 having to sell this useless thing on eBay and get another brand. Very disappointed to be honest and has lost them a customer 

Someone from Sonos acknowledged that this is a known issue but there is no eta on the fix or a way to determine the current status of a resolution. In reading dozens of threads on various forums it sounds like there was a firmware update in the past that broke the TV sound output. Not sure why they just don’t roll the firmware back. 

Moderator Note: Modified in accordance with the Community Code of Conduct.

As far as I’m aware, the only comments that are ‘moderated out’ are the ones that don’t conform to Terms of Service. 

Evidenced by your posts here not being ‘moderated out’. 
 

@Anotherjames , there’s some supposition, based on many threads of complaints, that Samsung has made small modifications to ARC (CEC) to favor their own soundbars. Sonos, to my knowledge, follows the CEC specs completely, so that they can play from the maximum amount of TV sets. If you’re unable to get your Samsung to work properly with Sonos, it’s more likely a Samsung issue than a Sonos one, and you should be complaining to Samsung directly. If it was a Sonos issue, you’d see tons of complaints from owners of TVs from other TV manufacturers as well. 

There are tons of users out there with issues though. Just spend a couple minutes on a Google search and it'll give you an indication of the scale of the issue. 

I don't have a Samsung TV. I've got a TCL.  

I meant I used my mates Samsung bar. 

Thanks for responding though. Any insight is appreciated 👍🏻

I don’t have Samsung. I have two different LG models. 

• Airgetlam - Do you get compensation or discounts from Sonos to contribute to the forum? I see you frequently jump into threads and claim it’s not their issue.