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Hi,

I’ve a Sonos Arc which has had the touch controls disabled until recently, and now I’ve discovered it is from a faulty batch that had an issue with the touch controls constantly enabling and disabling the mic. 

Raising the RMA was painless enough, however the Advanced Shipment option has an issue accepting credit card details to place a hold on my card until the faulty unit is returned.

I don’t want to use the Standard Shipment option for a few reasons:

1: I’ve a workaround in that I can disable the touch controls and the Arc behaves as expected
2: I’ll be able to use the box the replacement Arc arrives in to safely return the faulty unit
3: Shipping from the UK to Poland will leave me without a system for a week or two if I use Standard

I called the 0800 026 1526 support number and the agent was very understanding, and explained there has been an issue with the advanced shipment section of ‘support.sonos.com’ accepting card details for a couple of months (I’ve seen other evidence of this online going back almost a year).

The support agent did not know when the issue with advanced shipment would be resolved, and it seems a bit worrying how long it has been an issue for. Can anyone at Sonos comment?

Thanks,
James

Sorry to hear about your issue. However, No one in this community is a Sonos employee. The only possible source of assistance here is that if a Moderator picks up your post and possibly reaches out on your behalf. However that’s not guaranteed. Your best bet is to keep pestering Sonos Customer Support. 

Not sure it’s helpful to your question, but the only Sonos representatives that read and respond in this forum are the Sonos Forum Moderators. They’d ultimately, I suspect, be doing the same thing you are, in contacting the support agent for information. They’d  most likely wouldn’t have any additional insight. 

​@jamesythompson 

Where did you get confirmation it was from a faulty batch?

And can you clarify what issue you are experiencing precisely during use that means you have no option but to return it?

​@jamesythompson 

Where did you get confirmation it was from a faulty batch?

 

I doubt it matters as ​@jamesythompson says they have an  RMA in hand. He’s basically just trying to get the Advance Shipment process to accept his card to expedite the return.

Fair enough.

​@jamesythompson 

Where did you get confirmation it was from a faulty batch?

And can you clarify what issue you are experiencing precisely during use that means you have no option but to return it?


Exactly this issue, and my Arc (which was already a replacement for one with a failed power supply) was supplied almost a year ago at the time of this thread, and as I used to have the touch controls disabled I did not notice they’d a fault.

Arc microphone constantly turns off and off by itself | Sonos Community​​​​​​​

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