Avid Contributor I

Why don't Sonos offer a repair service?

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Sonos are no longer a young start up, that has not had time to think about repair. Sonos, like all electronic products, occasionally one goes wrong. Your products are expensive to buy, and you could set up a repair workshop and repair them (or even contract it out). I'm sure this could be a revenue centre not a cost centre.

I am a long time user with a reasonable investment in Sonos (seven units) - or six working units and a faulty one!

I used be proud of my Sonos system, and promote the Sonos products amongst my friends, but this looks like you don't care about your users. If users don't feel valued, they stop caring about the company.

How many other users have faulty units at home?

Repairs

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iLLyJiLLie

Lyricist I

My Play1 officially has become an embarrassment to use. Out of nowhere the sound just became distorted for no good reason. I also have searched effortlessly for a solution/troubleshooting options all to no avail. Extremely disappointing.

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Airgetlam

Then you should call in and talk to one of their Customer Support folks, with all due speed. Local area phone numbers and hours can be found at www.sonos.com/contact

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Bruce

jgatie

My Play1 officially has become an embarrassment to use. Out of nowhere the sound just became distorted for no good reason. I also have searched effortlessly for a solution/troubleshooting options all to no avail. Extremely disappointing.

I suggest you contact Sonos support.

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Skelton

Prodigy I

Sonos are no longer a young start up, that has not had time to think about repair. Sonos, like all electronic products, occasionally one goes wrong. Your products are expensive to buy, and you could set up a repair workshop and repair them (or even contract it out). I'm sure this could be a revenue centre not a cost centre.

I used be proud of my Sonos system, and promote the Sonos products amongst my friends, but this looks like you don't care about your users. If users don't feel valued, they stop caring about the company.

Most modern electronics, due to complexity, cost of manufacturing, shipping, and a whole host of issues are more expensive to repair than simply produce. It doesn't have anything to do with the size of the company or something like that. It's just too dang expensive to keep skilled labor around to repair things. Items are refurbished to try and recoup some lost money, but it's certainly not for significant profit.

You can misinterpret that result as Sonos being unfair or something equally bizarre, but it's the way of the world.

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Kumar

You can misinterpret that result as Sonos being unfair or something equally bizarre, but it's the way of the world.

It is a consequence of make in "China" and a price to pay for a lower upfront price. Which isn't to say that this is good consequence, responsible for landfills larger than they need to be and other environmental damage to the commons.

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Neilda

Enthusiast II

Sonos are replacing a unit that I bought in 2009 - it was a very easy process through Support. DHL postage all paid for by Sonos and DHL came to the house to pick it up. I guess they operate on a case by case basis, no idea, but in my case they win a gold star. 🙂

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NeillJ

Avid Contributor I

As I have posted before (years ago?) I contacted SONOS as after more than 5 years service my 2006 forerunner to the Connect:Amp had died and I was wanting it repaired. I was informed that I could get e replacement at reduced cost which I gratefully accepted and received in an unopened box a brand new then current equivalent model. What other company does that? Since then I have also had a wall-wart for a Bridge replaced at no cost. I have also had terrific (free) remote assistance from SONOS with a choice of English or Dutch support (I live in the Netherlands) with one call over 30 minutes in duration. What other company does that?
I rest my case.

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passopp

The first concern I'd have with a repaired unit would be: 'Is it going to break again? It's old after all.'
Not to mention the amount of time and cost (hourly rate) for doing these repairs. A brand-new unit at a reduced price clearly is the preferred solution.

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stuartymcg

Contributor I

"what other company does that ?"

How would you feel if you dented your car and the garage told you they could not offer you a repair or parts to repair, but would gladly offer a replacement for you to purchase? I suppose it depends if the purchase was cheaper than the repair - unlikely though!

The policy on replacement is also inconsistent and undocumented. Support do NOT always offer a route for replacement. It's a landfill policy and manufacturers should be penalised with hefty taxes for promoting landfill.

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jgatie

Good grief, they aren't "promoting landfill". Where do you think they get the refurb units they sell to you at a huge discount as a replacement? They are the returned units that are sent away to be refurbished. So they do repair your unit, they just don't make you wait the weeks or months it takes for it to be refurbished fo you to get a new one. Instead, you get one right away! Oh the horror! :8

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