Tried hard reset holding mute whilst putting power cord back in. Tried a different power cord. Nothing works, completely unresponsive.
What are my options?
Thanks.
Best answer by John B
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Play:5 (1st gen) stopped working
Hi, my play 5 which I think is about 4 years old now has suddenly stopped working.
Tried hard reset holding mute whilst putting power cord back in. Tried a different power cord. Nothing works, completely unresponsive.
What are my options?
Thanks.
Tried hard reset holding mute whilst putting power cord back in. Tried a different power cord. Nothing works, completely unresponsive.
What are my options?
Thanks.
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Well you can chalk up another user to this completely inexcusable issue with the Play 5 Gen 1 units. Speaker diligently taken care of from day 1, never played at excessively loud volume, and has stayed in the same spot for over 5 years. 3 days ago speaker started sounding fuzzy, would randomly cut in and out, and then the next day absolute silence.
The trouble is, my app still behaves like the speaker is fully functional, so I’m not experiencing the issue that some are with them not turning on. I have been able to factory reset, re-add the speaker to our system both with Ethernet and WiFi, but the issue still remains. If I turn the volume up to 100% with a loud song playing and I put my ear next to the mesh I can hear music playing, but it won’t go any louder than that. This leads me to believe there is something that can be done as it is responding to the app requests (both from the Sonos app as well as other apps like Spotify) and there is music playing. Does anyone have any experience with that specific issue?
I got the same run-around from Support with their blanket statement that “there is an unfixable hardware issue (yeah right), RMA $349, yadda yadda, BUT WAIT!!! We have a new program that will give you 30% off of a brand new product if you return your old one so we can fix it and re-purpose it for someone else.” Please, Sonos, give us some other options - I’m begging you. I’ve been a committed customer for over 5 years and have given numerous references for your products that have generated over $5,000 in purchases for you. Please don't turn your back on your committed customers this way. When they work, I love the products. As others have stated - this is the first time in my life I’ve ever experienced a speaker simply quitting working with no explanation. Had this been a self inflicted issue by playing music at too loud of a volume, getting spilled on, or dropped I would completely understand the cost of the RMA. However, when a premium product such as this quits working without explanation I'm finding it incredibly difficult to understand the stance the company takes.
I have an old HIFI since 1976.....still WORKING !
Yes, this my view - and one of the reasons why I no longer consider Sonos a quality product…. My AV receiver went wrong after about four years - but they repaired it… My Quad kit could be serviced and restored to new after 20 years use - and probably still could be nearly 40 years from new...
You need to class Sonos kit along with smartphones, etc - i.e. throw aways….
I have the same problem... tech support acted like it was a new problem but plenty of evidence online that it isn't isolated. Reasonable expectation that it should run longer... I'm not even at 4 years yet!
Hard to tell. It might. Why not try?
Same exact problem here 12/29/2019. Play 5 stopped working after years of just light use. Will be calling Sonos tomorrow for help??
I all, I have the same problem, one of my PLAY 5 LED shut down and no sound anymore.
I contact the sonos support….THey tell me to buy another one :-))
because it is out of warranty !
I see thi is a problem own of SONOS product (many people get it).
So this is obvious that the SONOS material has an concept default !
I propose to communicate about that on internet to force SONOS to take in account this engineering problem.
This is NOT NORMAL to loose a PLAY 5 power so soon !
I have an old HIFI since 1976.....still WORKING !
LEINAD.
I have had the same play 5 gen 1 issue. Owned my play 5 for 4 years, use it 6 months of year. It just quit working. Called Tech support and did all the resets. Like many of these comments, I expected a higher quality. Will be interesting to see failure rate on my other Sonos products. It seems like Sonos could trace the problem and make sure they understand the failure mode.
As I said earlier in the thread, the company that makes powered speakers that never go wrong does not exist. An individual's experience tells us nothing. It's like saying 'my grandfather smoked 60 cigarettes a day and lived to be 105. Smoking is safe'.
Between us, my friends, family and I have owned maybe 50 Sonos units for up to 8 years. So far no failures. That doesn't prove anything either, but gives some context.
Between us, my friends, family and I have owned maybe 50 Sonos units for up to 8 years. So far no failures. That doesn't prove anything either, but gives some context.
I had the same experience - Play5 just stopped working recently. After two hours on the phone with tech support they scheduled a call with "an engineer". The engineer quickly discerned the the unit was bad but assured me it would get replaced at no cost, even though it was an older Play5. Yesterday I get the RMA email and they're asking for $350. That IS unacceptable. Every speaker I've purchased in the last 30+ years still works like new, except for the Sonos. It looks like I have a $500 paper weight, unless I can convert it into a normal speaker.
Very disappointed with Sonos. The good news is I was considering getting another Sonos but this happened just in time to prevent that mistake.
Very disappointed with Sonos. The good news is I was considering getting another Sonos but this happened just in time to prevent that mistake.
Stanley, I expect that the product should work longer than 4.5 years. Don't you agree?
Userlevel 7
+22
Your warranty ran out, you didn't purchase an extended warranty and now you are unhappy with a nice $150 discount from the list price of $499?
What would you consider acceptable?
What would you consider acceptable?
I had the same problem after just 4 years. I think that it is ridiculous that a powered speaker at this quality level, would break from normal usage. I have a Yamaha Sound bar that is working great after 10 years, no problem.
This is that I got back from Sonos support. not acceptable
>>>>>>>>>>>>>>>
This player appears to be faulty, and we're happy to send you another unit. Our warranty covers up to a year. Since the Play:5 is out of warranty, we can still get it replaced but it will be at a cost. Your replacement will cost $349 plus local tax. Since we no longer have Play:5 Gen 1 speakers, you will be upgraded to a Play:5 Gen 2. This speaker will also have our guaranteed one year warranty.
This is that I got back from Sonos support. not acceptable
>>>>>>>>>>>>>>>
This player appears to be faulty, and we're happy to send you another unit. Our warranty covers up to a year. Since the Play:5 is out of warranty, we can still get it replaced but it will be at a cost. Your replacement will cost $349 plus local tax. Since we no longer have Play:5 Gen 1 speakers, you will be upgraded to a Play:5 Gen 2. This speaker will also have our guaranteed one year warranty.
Thanks, have messaged support in the meantime. Having searched the forum I see a few others have had the same problem.
Hi. Call Sonos Support, who should be able to confirm definitively if it's a hardware failure, which it probably is given the symptoms. Sonos sometimes offer discounted out-of-warranty replacement (gen 2?), although this depends on circumstances. It is worth asking the question.
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