Is this normal experience with Sonos Support?

So you want them to send you a free replacement speaker?
If not free how much off the list price would have made you happy?

Now if YOU want it fixed you can certainly fix it yourself but will void any remaining Sonos warranty or courtesy price reduction like what they offered you. First pop off the cover and try tapping the dent out, if that isn't good enough then buy a "parts only" Play 5 off ebay or the like and swap speaker covers. Not rocket science and you can find several places that talk about doing it.

This isn't about what I want this is about what Sonos wants? I personally don't want them to replace my speaker I want the grill replaced.

But the grill is not meant to be removed and there are no replacements parts like say a spare grill sold anywhere so it seems like the only options to fix a tiny dent is full on speaker replacement. Which is what in my opinion sucks. I mean think think about it I can get a used speaker without a scratch at the same price and I am not losing my speaker.

If this seems alright to you then don't mind me.

You may not like it and many other folks agree with you but Sonos doesn't do repairs of customer's speakers or other devices. All you can get is a warranty exchange or maybe a bit of a courtesy price drop on an out of warranty swap.

Power cords seem to be the only repair/replacement part Sonos sells.

I don't know what Sonos does with devices returned to them that have failed components or physical damage.

Self repair, with little or no Sonos support is the only other option. They do allow it to be discussed here though which is nice of them.

You really shouldn't have been blind-sided by this policy, even a quick review of the Sonos site, articles and forum posts would have warned you of this policy.

You are saying many people may not like it and I assume you absolutely ok with this?

In your opinion is this an adequate support from a company of premium speakers that a small dent in the grill warrants full replacement of the speaker to fix and a charge of 389$?

I'm OK with it because I did my homework and knew what I was buying, many other Sonos owners did the same. I knew what I was getting with Sonos and am satisfied with the deal I made. Lots of other folks decide on something other than Sonos for this or other reasons.

I can understand you being upset about the policy now that you found it, but the surprise is your fault for not educating yourself about a product you were going to buy.

Whether I see it as adequate or not really doesn't matter, it is the way Sonos runs things and you either accept it and buy Sonos, buy something else, or as you have done buy Sonos, discover it too late and be unhappy.

I'd love to see better repair support but there is no way Sonos is going to rebuild their entire support department (after doing it this way for so many years) to include a repair and return service.

I don't really understand are you affiliated with the company or something?

No repair support, well it's just how they do things. I'd love to see better support but there is no way they can do this.

Why are you making excuses for them? Sorry I am just having a hard time connecting the dots on why would someone defend this willingly. I get that you might be satisfied with your speakers but who would be against basic support?

I have created this topic to point out horrible support and this is horrible support if ask any annfiliated person. There is no real need to defend them here. It's a fact.

This is not rocket science here this is just about replacing a grill.

This is how the world of consumer appliances works today. Try getting a better solution for an iPhone for which you broke the glass, for example.

Obviously you didn't pack the speaker carefully enough. You're 100% at fault here. Sonos doesn't supply spare parts. Deal with it, or repair it yourself. Really not a difficult fix, just time consuming. Might even be able to pull it out without removing the grille, with the right tools.

I am happy to be corrected about the iPhone; perhaps the glass breakages are so common that something like this had to be done.
But in general, mass market consumer goods aren't serviced as they were in the past in a use and throw away world - not that I like the change or am defending it.
In the world of home audio, service of the kind you refer to is not offered except at higher price points.