Sonos Sub Gen 3 crackling/static sound

@cstyow 

Yes, exactly and it also happened to other guys in this thread. I told them I don’t want another replacement with the same issue as it’s just more work for me to return the problematic units.

The escalation support team did guarantee that once they iron out the issues, they will send me one with perfect condition. But they can’t commit to any timeline right now.

You should contact them and log your case, you can cite my case number, I’ll DM that to you as Sonos community moderator always hide that for security reason.

Hi All,

Just want to add here that I’m experiencing these crackling/hissing/static current noises as well. Going to contact Sonos support first thing next morning. Very disappointed with the Gen 3 because of this, it just started to make these weird noises this week. I made videos with the noises clearly audible and I will not accept this for a product in this premium price range. 

Bigger question is, this is starting to look like a widely spread problem for Sonos. I’m curious if they’re going to make a public statement for all of us. 

Cheers everyone. 

Hi Everyone and @andrewchiu1st ,

Just got back from the call with Sonos Netherlands, a 50 minute long one… The lady of the support team checked out my problem and asked me to send several diagnostics and audio recordings with the problem. I sent one recording and diagnostic report with the sub in standby mode and one with the sub in use. 

Now the next thing is new: Sonos is going to setup a research in the Netherlands as well, so there’s another team looking into this problem. Team Canada and Holland are now working together as “The A-Team” haha!

For now there’s no solution, it’s stil in research as we await the outcome. For everyone with a Gen 3 Sub, check if you have these issues too! The more people who get involved, the quicker this issue gets solved. For everyone with this problem ask Andrew and me for the Sonos support ticket numbers so you can be added to the list of people who are experiencing these troubles. 

For now I’m feeling a bit down by this, as this is not the experience I would like to have when spending hundred of euros on top of the line home cinema speakers. But then again, it’s good that Sonos is looking into it and I hope to hear from them soon. 

Cheers!

Update on my end. I have reached out to Sonos multiple times and it seems like they aren’t able to offer a replacement once the hardware issues have been worked out. I have referenced case numbers and the situation of others on this thread, but it doesn’t seem to make any difference. I will need to go with a replacement that will be sent out as soon as I accept it. I was assured by the agent that the sub is tested and verified to be free of defects prior to being shipping out. I feel like doing this is a little risky as I don’t want to keep sending subs back and forth with Sonos with the same issue, and I really doubt Sonos wants to waste time and money doing this as well. I’m thinking if I receive a replacement that has the same issue then that’s when my situation would be elevated to a higher tier and the engineers would be involved. What a hassle this has become!

@smaes  

Thanks for the update! It’s a bit of a surprise to me that each country’s support team is working separately. But it’s great to see that they are working together and sharing the information.

It seems to me that the problem is more widespread than I thought, Canada, US, UK, and Netherlands.

@cstyow 

Did they say that they will not offer you a replacement? That’s actually what the support guy I’m in contact with promised me, but I guess it will take some time to manufacture the new SUB if they are able to iron out the issue. But I agree, it’s a lot of hassle for a premium product.

@andrewchiu1st - Oh no, they are certainly offering a replacement, but it would be one they already have on hand. Not one that has been manufactured with the hardware fixes in place. I suppose each countries’ support team is handling it differently.

Hi All ( @andrewchiu1st  @cstyow )

Great to hear your updates, but what a hassle all of this…

Just got answered by Sonos in the Netherlands just a day after I sent the audio recordings. They stated: “The ticking/crackling is clearly audible. The problem you’re experiencing is under investigation with us right now. We hope to fix this issue with the next software update.”

Sonos in the Netherlands thinks the issue is cause by software, so they think they can probably fix it with a software update. I doubt this, so I replied: “I heard rumours about a hardware issue on the Sonos Community, but you think this is a software problem?” and “Do you have a time indication about how long this software fix is going to take and when it will be available? Also, is the Sub Gen 3 in this state safely usable and won’t it damage itself?”

I will keep you posted, but what do you think about this story?

Cheers guys!

This was a suprise for me as well, strange that they have seperate investigation teams. But somehow it makes sense, 230/110v systems different AC frequencies and so on? 

I’m kinda worried about the spreading of this as well!

Wow ,i planed to buy Sonos SUB 3 next week,and i stumble on this thread. It seems i will wait for revision 2

@smaes 
I have a hard time believing that the issue is caused by the software. Because the very moment that you plug the SUB into the electrical outlet out of the box, you will be able to hear the noise. And the team in the US/CA has confirmed that this is a hardware issue that they are working on at the moment.

I’m guessing realistically this is going to take a couple of months before they can iron out the issue.