Contributor I

Answered

Play:5 (1st gen) stopped working

40 replies
5598 views

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.

Sonos Play:5

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J

John BAnswer

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.

J

John BAnswer

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.

J

johnbeardwellAuthor

Contributor I

Thanks, have messaged support in the meantime. Having searched the forum I see a few others have had the same problem.

J

John B

Thanks, have messaged support in the meantime. Having searched the forum I see a few others have had the same problem.Well, with millions of Sonos devices sold over the last 15 years, I think one might expect one or two failures 🙂

M

mmchang16

Lyricist III

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.

Stanley_4

Grand Maestro

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?

M

mmchang16

Lyricist III

Stanley, I expect that the product should work longer than 4.5 years. Don't you agree?

S

Schlitterbahn

Lyricist I

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.

J

John B

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.

J

Jim C

Lyricist I

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.

L

LEINAD BE

Lyricist I

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.

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