Sonos Arc loud pop then audio loss

Sonos are in denial that this is happening, even if they fixed it there is no way they would include it. 

This is so frustrating - I have submitted numerous diagnostic reports for this problem and Sonos have never resolved the issue. Cannot use Atmos on XBox - using 7.1 and no pop. Either Sonos don’t care enough to fix it, or simply cannot fix for whatever reason. Either was its not good enough for high end equipment. 

@Sonos

Hello? Are you there? 
 

I am still awaiting a fix for the issue at hand here. Your customer support team needs to give us answers. This problem isn’t just going away. Either you need to send out fixed hardware to those affected free of charge or you fix the software. I don’t care which one but one has to be done to fix it. 

This is the Sonos ‘community’ site. If you want to communicate with Sonos directly, you should call Sonos Support.

I get it. I’ve already reported this to them but unfortunately the phone support is useless on this issue. The only information they can give me is that my soundbar isn’t damaged from the sudden popping and the fix is to disable Atmos. However, a fix isn’t one that’s solution is to disable the reason most of us have an Arc. No one has been willing to give any updates nor will they call back with an update. That’s why so many of us are here on the forums awaiting word for Sonos…

Unfortunately, this forum is not the official communication arm of Sonos. Occasionally, we get tidbits from the Forum moderators, but not very frequently. I understand your frustration, but am trying to temper your expectations of getting any sort of ‘official’ response here. 

Thank you. 
 

I’m mostly just using any avenue I can at this point. I’m not sure why they haven’t fixed it yet. It’s not like it’s isolated and can’t be replicated easily. 

Soooo, today I called again sonos support asking for an update on the topic. Basically the same old crap from them: it´s a thing that just happened a few days ago, our engineers are working tirelessly to solve this, don´t call us again, we´ve got your number…so I asked to talk to a tier 2 fella and after 49 min finally a second Jason from tier 2 answered...same old, same old but now he added that it was the TV manufacturers fault and not them. Sooooo I´m tired of this s*** and I´m starting with the legal stuff. If anyone here in Mexico wants to hop in, be my guest, just reply me with your email and we´ll get in touch. I know it´s gonna be long and tedious, but since the company decided to b*** f*** me and all of us for that matter, I´ll wait and be patient. I´ll try to keep you guys posted. The first thing to do down here is get the case to a specific government consumer authority that has no teeth, but acts as a precedent to the judge when the case gets to the civil courts. Wish me luck.

That’s certainly an interesting tidbit about it being the TV manufacturers fault and not Sonos.  If I had to read between the lines it’s either a problem with the eARC ports technical standards, the passthrough mechanism or the CEC which we have discussed at length on this forum

Certainly is tough to understand how all the TV manufacturers get this wrong the same way if there isn’t a deep rooted problem with one of the specs the TV uses

I totally agree. This has been happening to my arc and it’s just ridiculous they are still selling these pieces. I just got one and it’s been pretty aweful in every way. Lol. Pretty sure the arcs are all  flawed by certain software that is unpatchable or will not respond to some of the percentage or the  firmware updates. I’m an audio engineer and these speakers suck. Lol. But everyone thinks they are the are this flagship? The reality will eventually catch up with the advertising and i think Sonos will not be around in 10 yr. Lol.