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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Paulw123

Virtuoso

Buy new sonos stuff from richer sounds now with a 6year warranty 🆒
Shame sonos cannot match this when buying direct from their website!!...

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pwt

Virtuoso

Buy new sonos stuff from richer sounds now with a 6 year warranty

Same from Sevenoaks Sound & Vision, if you're in the UK. Both stores are good to deal with.

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4 x P:5 | Sub | 4 x P:1 | 3 x Connect | 2 x Boost | Connect:Amp | 2 x One | Amp | Move | Port | Era 300

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stuartymcg

Contributor I

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

Sounds great, just send me the link or pointer to the policy. Oh, that's right, there isn't one. This option seems to be provided on a case by case basis, so your statement doesn't stand for all cases!

All I have been offered when I contacted customer support is... Nothing. Nada. Nil. Zilch. So, all that I can assume is that they do NOT always offer this service. They did say that they "understood" my position when I said that I was disappointed that nothing could be done with my Playbar that had suffered some cosmetic damage.

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stuartymcg

Contributor I

Support have clarified. Sonos will NOT offer any replacement service for any unit that does not have an out of warranty manufacturing defect. I stand by my 'Sonos is promoting landfill" statement. I have no replacement option from the company I purchased the product from.

If someone can give a link/pointer to a replacement mesh material, then I may take a stab at self repair.

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jgatie

Support have clarified. Sonos will NOT offer any replacement service for any unit that does not have an out of warranty manufacturing defect. I stand by my 'Sonos is promoting landfill" statement. I have no replacement option from the company I purchased the product from.

If someone can give a link/pointer to a replacement mesh material, then I may take a stab at self repair.

No, the units do not go in a landfill, they are refurbished and used to replace those units that do have a defect as decided on a case by case basis. So as I stated, your landfill remark is rubbish. Pun intended.

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stuartymcg

Contributor I

I and many before me have not been offered a refurbished item to purchase as a swap. Ask Sonos for yourself and you'll soon see that if you've damaged your unit, you are at a dead end. Unless you're willing to have a damaged unit on display, then there is no route forward.

Which part of this do you not understand?

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HotRodLinc.

Lyricist III

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........

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HotRodLinc.

Lyricist III

I had a play 5 gen 1 unit fail after 3 years. It was paired with another Play5 gen 1, which is useless as a stereo set-up since can't offer you a unit t any price. this is $1000.00 worth of equipment 3 years old now worthless. Even pc's can be repaired, not this. Sonos's attitude is who cares.:@

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Stanley_4

Grand Maestro

Anybody talked to folks like squaretrade.com about a Sonos policy? They have a couple 3 year plans for misc electronics if no other option is available.

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lucho126

Lyricist I

This is hysterical because I have a 2.5 yr old sonos 5 that stopped working and I was basically told tough luck and buy a new one for $350 US...an expensive speaker is now useless and clearly they don’t care. Don’t know how anyone can defend them. Speakers sound great when working but as soon as it doesn’t they don’t care one bit. Really upset I bought a couple more speaker from them over the last year. Save yourself time and purchase Bose or other brands.

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