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afroken
Contributor I
September 4, 2017
Answered

Play 5 totally dead

My Play 5 has completely stopped working. I've tried a different power lead and outlet and no luck. It's first gen but I've not had it that long, since April 2016. How do I go about getting it replaced (hopefully) or fixed? Thanks.
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    Stuart_W
    Stuart_WAnswer
    World-Class Superstar
    September 8, 2017
    Your best bet is probably to call support as they will want to run through a number of diagnostics and checks with you before they get to any warranty discussion.
    Arc + Sub (Gen 1) + 2 x Play 1/ Stereo Play 3s/ Era 100 Stereo in Kitchen, One Stereo in Bedroom, Play 1 stereo pair in Study, Play 1in Bathroom, Sonos Move 2
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    10 replies

    afrokenAuthor
    Contributor I
    September 8, 2017
    Any response from Sonos support on this?
    Stuart_W
    Stuart_WAnswer
    World-Class Superstar
    September 8, 2017
    Your best bet is probably to call support as they will want to run through a number of diagnostics and checks with you before they get to any warranty discussion.
    Arc + Sub (Gen 1) + 2 x Play 1/ Stereo Play 3s/ Era 100 Stereo in Kitchen, One Stereo in Bedroom, Play 1 stereo pair in Study, Play 1in Bathroom, Sonos Move 2
      afrokenAuthor
      Contributor I
      September 8, 2017
      Thanks. Nearly an hour in the queue though. Ready to give up.

      Tmoy
      Lyricist III
      September 8, 2017
      out of curiosity, do they give you an option to call you back?
      afrokenAuthor
      Contributor I
      September 8, 2017
      No they don't. I gave up after 75 minutes.
      Tmoy
      Lyricist III
      September 8, 2017
      Sorry you had to endure that. I hope you get this worked out. Im curious as to see what steps to try if this should ever happen to me.
      Max P
      Max P
      Sonos Employee
      September 8, 2017
      No they don't. I gave up after 75 minutes.
      Hello Afroken, we are experiencing higher than normal volumes of calls today. While you wait, is there anything we can help you with?
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      afrokenAuthor
      Contributor I
      September 8, 2017
      I gave up waiting. You could answer my original query though?
      Max P
      Max P
      Sonos Employee
      September 8, 2017
      I gave up waiting. You could answer my original query though?
      Sure thing. Can you send me by private message your email address and the serial numbers of the 5 PLAY:5 in question. Also, add your phone number and I'll create a support ticket for you.
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      Ryan S
      Ryan S
      Retired Sonos Staff
      September 8, 2017
      Thanks for helping out Stuart and Tmoy, we were able to get on the phone with Afroken and hopefully all is well now.

      Have a good weekend everyone!
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