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

@ShaunG

I got the RMA email some minutes after the call for the first replacement and for the second replancement too. The day after the parcel was on the way. The support said to me (i don´t know if it´s true) they identified the not working series and sorted them out.

The first buy and the second replacement comes from the same delivery center and the third which is on the way too, cross the fingers.🤞🏼

Hi @ShaunG 

Sorry to hear of the issue you had with organising a replacement, though it does look like things will be sorted out for you soon - as @Chagn demonstrated, this is certainly not normal.

I’ve been told that all the affected Arcs have been purged from the warehouse, so the chances of now receiving a replacement Arc with the same issue should be close to zero.

I hope this helps.

Well, I'm not any closer to getting this resolved. Customer support is really friendly, and then nothing at all gets done. I still have no emails with instructions on getting a replacement. I have to call in again this morning and hope they can look my case ID up without my number, because I'm supposed to be on vacation and am having to deal with this, and no longer have access to my case ID. I have to waste another half hour to explain everything a third time and try to find out what the reason for me not getting an email is. Why is it so difficult to just replace my defective unit? I shouldn't have to be going through this. Not at all happy with Sonos.

Hi @ShaunG 

No, you won’t need your case number - all we need is your registered email address to find your existing case(s).

The last agent you spoke to who currently has ownership of your case seems to be off today, so I’ve taken steps from over here in Europe to get someone to take ownership of your case and get things moving again - I don’t think there’s any need for you to call in again. Please keep an eye on your emails.

I hope this helps.

Second replacement (frist had the same issue) arrived today, it seems now it´s working. Alexa is active and the microphone does not go inactive byself the last 4 hours while playing music and watch TV (touch control not disabled).

@Corry P Thanks a bunch for all of your help! Within a couple of minutes on your post, I had an email get through to me. I was by far able to get more information with your help than through chat/phone. I hope they can improve on their process, since the issues I had shouldn’t be possible. I was finally able to use the link and get my advanced replacement processed. Now to just wait for the speaker to come in. That’s also great news that the units with the microphone issue have cycled through inventory. I’m looking forward to being able to use the touch buttons on the Arc again.

@Chagn Thanks for the helpful info. I’m hopeful my first replacement unit will be what I need to get fully functional.

As a side note, the community forum with Sonos employee representation is by far a better experience for me than dealing with the frustrations of chat and/or phone support. Although all of the customer support personnel have been extremely friendly, I never got a positive result from either chat or phone. The entire process needs to be refined so customers are not sitting waiting for an email to never come. The follow up/verification process on the support side needs to be modified so this isn’t possible. Better yet, most other companies will process RMA returns right there on the phone with you so no other steps are necessary.

I’ll follow up once I get the replacement in, and the old unit out. The only hesitation I have now is the caution on the advanced replacement method. I have 14 days from the date the RMA is generated to return the old speaker. Not only that, but it apparently has to be received and verified by the 14th day, which reduces the time line even more. It’s the Christmas holiday now, which will very likely delay everything (receiving and sending), so I’m going to be a very unhappy customer if I get charged for a speaker because of delays/processing time. More to follow.

My Arc just started doing this randomly today.  I’ve had it for just over a week and thought the microphone turning off daily was due to the tv being off.  Tonight it started turning the microphone on and off constantly all the while making a small sound at each turn on or off. Trying to disable the voice assistant in the app was slow as the app was flickering (in line with the microphone coming on and off).  Using the volume up and down buttons on top of the soundbar is completely worthless.  The touch causes the little beep sound but no change in volume.  Yay, now it sounds like I get to waste my time calling customer support and dealing with this while trying to work. 

I too have this issue with the mic, and contacted the sonos support chat a week or so back. They asked a few questions and almost immediately said I need a replacement. 
 

Got the returns email in 24 hrs as promised, and have selected the Advanced Return option so the replacement is shipped first. This means i can use the box from the replacement to send the old one back as i threw the box out.

While far from ideal solution, and i appreciate others have had a slightly less than perfect experience with Sonos CS on here, compared to the fiasco that is Bang & Olufsen warranty returns, which took over 3 months and multiple threats of legal action to get a working speaker back, Sonos Support have been mightily helpful and this is how customers should be treated.

Hats off to you Sonos. Been a customer since 2008 with the old ZP120 and ZP90 and the funky remote control, and will certainly continue to be a customer.  

I got the 2nd (first replace had the same issue) replacement, the microphone works better but it turns off again after a while. If the ARC has nothing to do (music or TV) it seems the issue comes not up, as soon as music is playing the issue comes up again and the mircrophone is off.

Hi @Chagn 

I can only recommend you get in touch with our technical support team regarding your new Arc’s behaviour.