Microphone randomly turning on or off on new Sonos Arc with just Sonos Voice Control

I was already in touch and got as info that the issue is known but no solution avaliable yet. Maybe you can calrify internaly what´s happen ?

Hi @Chagn 

The guidance for what our agents should do with such cases has changed - if you get back in touch, they will take care of you.

Thanks, after the 3rd contact with support -- Arc will be exchanged, hopefully the new one does not have the issue again.

That's a less than satisfactory solution that isn't a solution. Why can't the resolution be put in here instead of requiring us to jump through hoops to get an answer that you likely already know?

Hi @ShaunG 

The solution is to get a replacement unit - to do so, you need to call in. One more hoop jump is required.

I hope this helps.

@Corry P Thanks for the quick reply and the update on the resolution of the case. I appreciate it.

For anyone else tracking, overall I would say I had a pleasant experience with having to get in touch with technical support. I tried calling, but they don’t open the phones until 9am EST and it was 8:40. Since I have to leave this morning, I noticed that the online chat option was available and the green light for agents (not just the “helpful” chat bot). So I gave chat a chance.

I had to go through all of the same information explanations, but wasn’t asked to do a bunch of troubleshooting steps with my speaker, other than providing the serial number. Like Cory P stated, the resolution is to replace the unit. I was assured that the problem doesn’t exist on a properly functioning unit. I was on chat for right at 35 minutes, but now have a closed troubleshooting ticket, with a reference number, and am waiting on contact via email to begin the replacement process. I’m supposed to receive that email in the next 24 hours.

I asked and was told that I will have the option to send back my speaker first and then receive a replacement, which leaves me without a speaker. Or, I can opt for getting the replacement and then sending back the defective unit. I presume that the second option will involve providing either a credit card number for an authorization hold, or possibly to be temporarily charged the replacement amount until they receive the defective unit, but that is just a good guess. I will likely use the second option, because my speaker does work, I just can’t use my touch controls since I had to disable them to “fix” the random microphone on/off issue.

Overall, even though it took time for Sonos to come up with a resolution for their customers, I would say this was a positive process, and I’m quite happy with not having to go through a bunch of unnecessary troubleshooting steps that many other companies would require when trying to call in to resolve an ongoing issue. I’m still quite happy with my Sonos product environment in my house, and will continue to buy their stuff, especially with good quality support both in the community here, and through their online/phone call support.

Hopefully all of this information helps someone!

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First replacement from Sonos ARC have the same issue 😡, next guarantee exchange will be done. Hopefully the next one will work.

The only positiv point, the support guys are very frendly and helpful. The exchange service works too without issue…. if you got a working product.

As an edit to my last post, I’m growing more annoyed with Sonos customer support/technical support. Two days ago I reached out to contact Technical Support because @Corry P advised that a solution was available for this issue. I did so and was happy with the response I received. At least I would have been if they did what they said they would do.

I have had to reach out this morning by phone to their support team because I have still not received the email with instructions on returning the defective unit and receiving a replacement. I was told I would have that email within 24 hours. I waited 2 days. My spam folder has nothing from Sonos and neither does my inbox.

Customer Support advised me there was an issue with the address on my return request. She would not say what it was or how it happened, despite me asking, other than there was a technical issue on their end. She was having to “email” and “send a message” to their return team to close out the request from 2 days ago, and then create a new request today with my correct address. Mind you, the last time I contacted them was by chat to get the return process started. I know my address was correct when I typed it into the chat, because my transcript says so. The person on the phone with me today said that she would follow up and let me know within the next 20 minutes or so the response of the cancellation request from 2 days ago and then I would receive an update email from here, plus the email for the return instructions.

Well, That was this morning at about 10am. It’s been 4 hours with no emails. It would be nice for something the Sonos team says to actually occur. I’m getting very doubtful that any of this is going to work out correctly, especially the issues I’ve had with this whole process, as well as the previous post from @Chagn saying their replacement didn’t fix the issue and they are having to get a 3rd Arc.

For the cost of these speakers, expecting correct information and an actual follow through with that should be expected. For this to be a simple RMA return for replacement, I should have a very quick process to complete. This should never take DAYS to complete. Having to wait an entire day before receiving instructions to complete for the process to begin is less than ideal, but adding in the additional issues and the fact that I had to reach back out to their customer support team to find out what was going on is not good customer service. They should have reached out to me when it was determined that the RMA was not able to be processed so they could correct the issue on their end. Don’t wait for your customers to realize they haven’t been contacted and have to reach back out to find out what is going on.

Any of the competitors would have already processed the return and had a replacement product on the way that same day.