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Hi Sonos, today one of my Beam Gen 2’s presented with the persistent white flashing light and was unresponsive to everything - power reset, factory reset, Ethernet connection etc. Totally dead, apart from the DREADED WHITE FLASHING LIGHT!

Online chat was great, and concluded the unit has failed. Return and Replacement arranged, which is great.

BUT, now looking online in this forum and elsewhere (Reddit etc) I see countless others whose Beam Gen 2’s have suffered the same fate for no apparent reason. Often on very new units still under warranty, indeed mine was very infrequently used as it was in the second living room and not our main TV or Beam.

I think it is only right that Sonos, provide us, your loyal customers, with some explanation as to;

why this keeps happening,

wether it is avoidable,

what Sonos is doing about it to ensure reliability of the Bean Gen 2,

and importantly wether Sonos will honour a replacement for every unit that presents this fault, regardless of current warranty?

It seems to me that it is, for some reason, flawed, and only a matter of time before many others end up with a dead unit through no fault of their own.

By the willingness of Sonos to replace these dead units, it tells me that you know what’s going on and know there is a problem.

So, I would be obliged if you could respond to my questions above with proper and genuine answers.

Kind regards,

Andy

Unfortunately, this is a community forum, and not a way to communicate directly with Sonos Support, or even Sonos themselves. The best you might receive is a forum moderator who will ‘pass on’ the request, without promising an answer. 

A shame if they don’t make a token effort to monitor these forums, that they provide. They would get some very useful insight for product and app development if they did.

I suspect there is data gathered and passed on, when possible. That is certainly what teams I worked with at other companies did, but there was never a commitment, or even a possibility for a response to every post. 

I 100% agree. Ours died the same death two days ago after only 9 months of light use.  They are sending me a new one, but this is too expensive of a product to be replacing yearly.

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