Trending Lyricist I

Sonos Roam = Brick

Forum|Forum|3 years ago
April 24, 2023
19 replies
2318 views

Update on my 1.5 year old Roam that has been determined dead, I've been on several chats with Support, though I've used my Roam maybe 5 times in the 1.5 years, it’s a brick out of warranty, the best they’ll do is a 30% off coupon toward a replacement.

Not good enough Sonos, I’ve been a customer since 2008 and things are slipping with the newer devices, by all the accounts posting similar experiences with the Roam, I think it’s a lemon.

After talking it over with my wife, we’re not thrilled with the trend, issues with the system as far as connectivity etc, things seem to be on the decline. We won’t be using this coupon offer for another new component, I think we’re done.

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epkulse

Lyricist II

I have the same problem. A Roam which was bought less than 2 tears ago. Impossible to charge. Has been standing on a QI-charger, but now suddenly totally dead. Orange light when connected to charger, but nothing helps. Poor quality battery, apparently.

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cmushaun1

Lyricist I

I had the exact same issue, 1.5 years and won’t take a charge. Offered the same 30% discount on a new product. Seems pretty crappy after spending that much money.

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Makinola

Lyricist I

I fully agree with Cbaker2194: don’t back down when offered a 30% discount for a new unit if what you have is clearly a lemon. I had precisely the same issue with a bricked Sonos Roam (after less than 2 years use), and was given the same “we can offer you 30% off a new unit” nonsense. In addition to the Roam, I have a Move, a Sub, Playbar and six other Sonos 1 speakers throughout the house, so you can imagine my level of agitation over their proposed “solution”. I told them that what they were offering was absolutely unacceptable and if they wanted to risk losing a customer they’ve had for 10 years, and one who’s on the verge of upgrading to the Sonos Arc, they were going about it the right way. Fortunately, the person with whom I spoke was empathetic and professional and after a brief hold, came back and told me that they’d offered an exception and would replace the unit at no cost. I’m not pleased at the lack of quality for what’s otherwise been an excellent speaker, but at least I can appreciate that they’ve tried to rectify the situation.

I will second this. Product was ~18 months old. I contacted customer service and told them my issues. After a back and forth they confirmed I was out of warranty but gave me a “one time exception” for a replacement. Someone must have gotten the memo about the lemons.

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sjw

Local Superstar

Beginning to think a new ‘Faulty Roam’ forum section is needed…

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AOliver

Lyricist I

I just had my second Roam brick as well. Literally two months out of warranty. After 2 hours with tech to confirm, (can I say how annoying that was given this was second time) they offered me a 30 percent off coupon. This was not ok with me as I accepted this after the first Roam failed to charge. This is a known issue to Sonos and they need to step up. Refused the coupon and asked for the supervisor. Tech escalated and I just received a free replacement. I truly love these products and have a house full. The Roam is the only one that is problematic.

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KPMclinn

Lyricist II

There must be hundreds or thousands of people in the same situation. My first Roam just died after 24 months. I guess that’s better than some. Orange charge light stays on for 52 seconds after plugging in using Sonos provided charging block and cable. Can’t turn on, reset, etc. I have another Roam I’ve had for a little over a year. Expect when that one dies, I’ll be finished with them.

Bumper

There must be hundreds or thousands of people in the same situation. My first Roam just died after 24 months. I guess that’s better than some. Orange charge light stays on for 52 seconds after plugging in using Sonos provided charging block and cable. Can’t turn on, reset, etc. I have another Roam I’ve had for a little over a year. Expect when that one dies, I’ll be finished with them.

It seems that there are new posts or threads about faulty roams daily. IME it’s a bad device so basically never use the one I own and would never get another and would never ever recommend it to anyone.