Why don't Sonos offer a repair service?

Play units are complicated pieces of kit made in china.
They will last nowhere near as long as a conventional speaker. At least they have a 2year warranty.
Sonos's first move could be to offer an additional 5yr warranty, the same as tv manufacturers.
Most warranties are outsourced to insurance companies like domestic & general.
This was not even mentioned in latest survey, so doubt they are even thinking about it........

I'm not sure I see the problem here. When out of warranty, Sonos most often offers a refurbished unit at a significantly reduced price in lieu of repairing. It then takes the returned unit and sends it out for refurbishing. Not exactly sure how keeping the customer's unit for repair, during which time the customer is without use of the unit, would be more beneficial than immediately issuing a replacement. I personally would be far more satisfied to receive a like-new unit at a reduced price than paying a significant repair bill and being without the unit for the time it takes to repair.

That would be great, I would be very happy for them to take my Connect 120 and send me a refurbished unit. I can't find that on the web site. Where do they offer that?

That would be great, I would be very happy for them to take my Connect 120 and send me a refurbished unit. I can't find that on the web site. Where do they offer that?

There is no written policy, support deals with it on a case by case basis. You have to contact support and they will give you options.

And usually for that kind of thing, your discussion with Support would happen by phone. You can find the numbers, and hours, here: www.sonos.com/contact

Hello, I am a Sonos Owner of 17 units between my restaurant and home. Just called support due to a dropped Play:1. I was hoping to be able to send in the unit for a paid repair. It still works, just sounds like a blown speaker. Was told there were no options available through Sonos and they knew of no 3rd party services that would repair the unit. Seems a shame to throw away, due to a blown speaker, this $200, 4 pound work of art that still plays music. I can play with the unit, like here: https://www.ifixit.com/Guide/Sonos+Play+1+Mid-Woofer+speaker+Replacement/50887 - but I don't have a replacement speaker available. It just seems a little short-sighted to not anticipate customers wanting longevity in their products and avoid the landfill. I might just hold onto this one for a few years until they get a repair process in place for out of warranty issues.

They do not repair units, but I've never seen Sonos not offer to replace a damaged out of warranty unit with a refurbished unit at a reduced price. Now maybe they have, but I've personally never seen a complaint on here from which a customer was left hanging with the damaged unit. Perhaps you should ask about replacements rather than repairs.

Interesting. To paraphrase the rep that I talked to, who was very nice and helpful, since I broke it, I was out of luck.

I'm sure there are stipulations, and dropping may be one. I've just never seen a response like that. Then again, I've not seen anyone inquire about a dropped unit.

I would suspect that they also don't offer any assistance once you've opened the device, for those of you who may read this thread in the future. I'd recommend calling in and chatting with them before taking a step that drastic (in their eyes).