Is this normal experience with Sonos Support?

Yes, breaking the glass on your phone is FAR more common that puncturing the grille on a speaker. This is the very first instance I've ever heard of. There's no way Sonos is going to keep an inventory of something that simply doesn't break more than 0.01% of the time. Do you have any idea how expensive maintaining a spare parts inventory is? Triple the cost of your speakers for them to maintain a parts store...

. Do you have any idea how expensive maintaining a spare parts inventory is? Triple the cost of your speakers for them to maintain a parts store...
Which is why makers of audio kit that want to maintain one have to price their products a lot higher than Sonos does - not that all of them maintain one even then! For those that do, with Quad a great example, this also goes along with product design and manufacturing that lets service life be measured in multiple decades. But products like those from Quad and those from Sonos cannot be compared, it isn't apples to apples. Except on sound quality, where Sonos comes surprisingly close, though I would not expect my Sonos kit to have anywhere near the kind of service life that I would expect from Quad products.

Yes, breaking the glass on your phone is FAR more common that puncturing the grille on a speaker. This is the very first instance I've ever heard of. There's no way Sonos is going to keep an inventory of something that simply doesn't break more than 0.01% of the time. Do you have any idea how expensive maintaining a spare parts inventory is? Triple the cost of your speakers for them to maintain a parts store...

I am astonished by how educated you are on the numbers now where do you get that 0.01% I have no idea this is just out of the air words presented as facts. We have no way of knowing how often that happens. It might happen very often... but people aren't bothered by that and so no one actually comes to the forum to talk about it.

Now lets talk real numbers here. Sonos Inc is a publicly traded company with a market cap of 1.09 Billion founded in 2002. Now lets use your magic number here and say this issue happens 0.01% of the time. Are you saying with a market cap of greater then a billion dollars and 17 years Sonos is unable to afford maintaining a basic spare parts inventory and I am talking things like the grill here! I am fine with replacement if the actual speaker is broken now That! Is a common practice but a Grill? No Sir.

Because this would again be something I will find very hard to believe and yes I don't think it would be very expansive at all taking into account market cap. Support needs to do way better this is unacceptable. I honestly don't know how you can think otherwise.

Now lets talk real numbers here. Sonos Inc is a publicly traded company with a market cap of 1.09 Billion founded in 2002.
The market cap has nothing to do with 2002, it is entirely to do with expectation of future sustainable cash flows. Which are based on a business model, that, among other things, includes the existing support policies and product price points. It is very difficult to change just one part of the model.
And the fact that it is a billion dollar annual sales business built using that business model would suggest that there are enough people that do not see their practices as unacceptable.

Lol. You need to go set yourself up with gear from one of those old school British Hi-fi companies that still does things the way they were done in the '60s. It'll cost you an arm and a leg, and forget about any modern niceties, but there are still one or two of them left. Good luck!

Now lets talk real numbers here. Sonos Inc is a publicly traded company with a market cap of 1.09 Billion founded in 2002.The market cap has nothing to do with 2002, it is entirely to do with expectation of future sustainable cash flows. Which are based on a business model, that, among other things, includes the existing support policies and product price points. It is very difficult to change just one part of the model.
And the fact that it is a billion dollar annual sales business built using that business model would suggest that there are enough people that do not see their practices as unacceptable.

I mean how would you know what's difficult and what's not? As far as I know you are not working at Sonos. So far all your responses were not backed by any real world data and don't take this personally but such responses are worthless and go no where.

Lol. You need to go set yourself up with gear from one of those old school British Hi-fi companies that still does things the way they were done in the '60s. It'll cost you an arm and a leg, and forget about any modern niceties, but there are still one or two of them left. Good luck!

I don't see how this is relevent... but Thanks!

It seems to me that the only response you want is an agreement with all you say. And if all you want is a response from Sonos, write directly to them.
Oh, I forgot...you have done that already.

It seems to me that the only response you want is an agreement with all you say. And if all you want is a response from Sonos, write directly to them.
Oh, I forgot...you have done that already.

I mean I want real data behind points sad here.

1) Sonos cannot afford to maintain inventrory of spare parts.
Well, how do you guys know this? Nothing...
2) It's difficult to change one part of the model
Well, how do you guys know this? Nothing...

Seriously, https://youtu.be/G3f6j3N1RuU?t=161
"We want to make product that last 10 years" Seriously Sonos 10 years and I can't even replace a grill that's seems clearly removable and I found one on eBay here:

https://www.ebay.com/itm/Sonos-Play-5-Front-Grill-White-New/173924607135?hash=item287eb6e49f:g:EnAAAOSwx2Bck8HO

I wonder how he got a brand new grill! Maybe there is still hope here.

Consumers don't have to shop parts on eBay 7 month after they bought the product for a basic part.

I'm loving his topic over on Reddit:

https://www.reddit.com/r/sonos/comments/bxqbvv/sonos_support_need_community_opinion_on_this/

Lol. Essentially the same responses, but they seem more real to OP for a reason I can't fathom.