Skip to main content
chris321
Contributor I
August 7, 2016
Question

Life time of Play5? only 2 years?

My Play 5 just stopped working (no power, no lights), and Technical support said the unit was dead and only offered an out of warranty replacement. I've only had the unit for 2 years and used it lightly (compared to the play 3 that I use daily).

Is a 2 year life span standard for the Play 5? I like the Sonos products, but I'm really disappointed at how quickly the unit died and Support's response. For $500, I was expecting it to last a lot longer and am hesitant to get another.

Have others had a similar issue? How long have other Play 5s lasted? Should I try to fix it on my own?

Thanks for your input!
    This topic has been closed for further comments. You can use the search bar to find a similar topic, or create a new one by clicking Create Topic at the top of the page.

    22 replies

    Show previous replies
    alberto premoli
    Lyricist I
    January 10, 2017
    Same situation , after 3 years my PLAY 5 stopped to work. It sounds very low ,needs to replace out of warranty,I'm really disappointed too.
    John B
    January 10, 2017
    Normally the lifetime is much greater but there is bound to be some distribution of failure times. Sonos terms for out of warranty replacement are normally very good. And I would draw your attention to one expression: "out of warranty". Other than Sonos, I have not yet come across another company whose out-of-warranty terms were anything other than "tough luck".
    Ikomrad
    Trending Lyricist I
    May 16, 2017
    Mine gave up the ghost after 2 years as well. Is tech support available in the evenings (PDT) ? I work day shift and cannot make personal phone calls from the office .
    https://www.gearsofgeek.com/
    Andy B
    Andy B
    Sonos Staff
    May 16, 2017
    Mine gave up the ghost after 2 years as well. Is tech support available in the evenings (PDT) ? I work day shift and cannot make personal phone calls from the office .

    Hey Ikomrad, our phone support is open until 9:00pm EST, which is until 6:00pm PDT. Let me know if you're not able to be home to call in by 6:00pm and I'll be more than happy to start an incident with our support team so you can work with them via email to start.
      Ikomrad
      Trending Lyricist I
      May 16, 2017
      Mine gave up the ghost after 2 years as well. Is tech support available in the evenings (PDT) ? I work day shift and cannot make personal phone calls from the office .

      Hey Ikomrad, our phone support is open until 9:00pm EST, which is until 6:00pm PDT. Let me know if you're not able to be home to call in by 6:00pm and I'll be more than happy to start an incident with our support team so you can work with them via email to start.

      Csn you open a case with the supper team? The time that I get home varies based on my workload, if I got paged for a high severity outage, etc. I plan on being home at 6pm today, but I'm on call this week and can be paged at any time 😞
      https://www.gearsofgeek.com/
        Nico R
        Nico R
        Retired Sonos Staff
        May 17, 2017
        We’ve created a ticket for you, reference number: 170516-002269 Please give us a call when you get the chance and we’ll be happy to work on this. Here’s our contact info: www.sonos.com/contact
        Help others find useful content by clicking the like button and selecting the best answer to your question.
          Ikomrad
          Trending Lyricist I
          May 24, 2017
          We’ve created a ticket for you, reference number: 170516-002269 Please give us a call when you get the chance and we’ll be happy to work on this. Here’s our contact info: www.sonos.com/contact

          Thanks. It turned out my unit was under warranty and Sonos is replacing it. I appreciate everyone's help! The Play 5 is the hub of my audio system. I send the Audiobook / Podcast audio from my phone to it using Airplay and an Airport express. My other speakers are Play 1's and do not have audio input ports I can use, so my house has been really quiet since the Play 5 broke 😞
          https://www.gearsofgeek.com/
          MtLawleylynn
          Lyricist I
          December 15, 2017
          My playbar just died. Retailer fobbed me off to Sonos help who don't appear to answer the call or return it.. 3 days now. It's had little use and for $1000 bucks I expect better.
          Andy B
          Andy B
          Sonos Staff
          December 19, 2017
          My playbar just died. Retailer fobbed me off to Sonos help who don't appear to answer the call or return it.. 3 days now. It's had little use and for $1000 bucks I expect better.

          Hi MtLawleylynn, My apologies that you didn't receive a callback, our phones can be a bit busier this time of year. I've created an incident on your behalf to help move things along: 171219-001693

          When you have a moment, I recommend reaching out to us on Twitter or Facebook Messenger as it will allow the team to gather more information as well as a video of the Playbar.
          Halgars
          Contributor III
          December 28, 2017
          My Playbar is dead at 16 months. Not what I expected from what was supposed to be the best equipment. Obviously consumer protection laws in the US suck because I see they give a 2 year warranty in Europe. Nothing left for me to do now...
          Show more replies
          Terms & ConditionsAccessibility statement