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?
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Userlevel 7
+22
Maybe do the trade-up for a Play 5 bundled pair?
I had to speak to SONOS' legal department, but they have now replaced the speaker free of charge. In the UK they are required by law to repair goods for free provided you can prove no damage has occurred as a result of your own actions.
They very kindly replaced my Gen1 with a Gen2 (taking the old unit back), which is far more than I expected and I am very pleased with. I said I was more than happy to pay for a repair but as they don't offer them... They should offer repairs, but if they don't you are also entitled to a refund.
Ultimately you have to be prepared to take them to court if you're really going to stick to your guns, but obviously there is no guarantee to win. The best you can do is collect as much evidence as you can showing that there is a history of problems with your units (you can find reviews and complaints all over the boards and by Googling) and take screenshots and links. You can then do the same with evidence supporting that they're failing to meet their commitments in regards to repair services (which again are easy to find). Give all the evidence over to their legal team to decide what to do as a fair opportunity and you may find you get a response.
Obviously all of this is only going to be relevant to those in the UK, although the EU have very similar laws so it's worth checking.
I'm very pleased with the outcome (I certainly wasn't expecting anything more than them to take my old unit and have a look to see what was wrong), but I am really annoyed that I had to go via their legal department to do it.
I note how variable the customer treatment is regarding repair / replacement. In some markets, advance replacements are generally offered at a discount, in other markets customers appear to be told that they're on their own re: getting stuff repaired.
Past instances of OEMs denying customer care based on how the components were purchased have been found illegal in the courts. For example, Peugot in France tried to deny French customers of Peugots bought in Belgium their warranties as means of ensuring that French citizens would keep buying higher-priced cars in France - the EU court struck this down. I see Sonos' similar treatment of folk who bought their components outside the official channel as no different. This wouldn't be as pressing an issue if non-Sonos repairs were easily obtainable.
In the old days, getting audio gear repaired was usually easier... Schematics were generally available, through-hole components were relatively easy to replace. Nowadays, the cost of getting into the business has become significantly more expensive as SMD components have shrunk, boards have become multilayered and denser. Some computer repair folk need microscopes, $$$ reflow stations, etc. just to be able to replace & inspect chips. However, without documentation (which typically has to be provided by the OEM) this line of work is going to become harder and harder to cost-justify.
This "right to repair" issue isn't limited to Sonos. Other companies like Apple are also tightening the screws on independent repair shops, making it harder and harder for them to obtain relevant documentation to effect repairs outside the OEM channels. Support "Right to Repair" bills in your state (see iFixit for more info).
Past instances of OEMs denying customer care based on how the components were purchased have been found illegal in the courts. For example, Peugot in France tried to deny French customers of Peugots bought in Belgium their warranties as means of ensuring that French citizens would keep buying higher-priced cars in France - the EU court struck this down. I see Sonos' similar treatment of folk who bought their components outside the official channel as no different. This wouldn't be as pressing an issue if non-Sonos repairs were easily obtainable.
In the old days, getting audio gear repaired was usually easier... Schematics were generally available, through-hole components were relatively easy to replace. Nowadays, the cost of getting into the business has become significantly more expensive as SMD components have shrunk, boards have become multilayered and denser. Some computer repair folk need microscopes, $$$ reflow stations, etc. just to be able to replace & inspect chips. However, without documentation (which typically has to be provided by the OEM) this line of work is going to become harder and harder to cost-justify.
This "right to repair" issue isn't limited to Sonos. Other companies like Apple are also tightening the screws on independent repair shops, making it harder and harder for them to obtain relevant documentation to effect repairs outside the OEM channels. Support "Right to Repair" bills in your state (see iFixit for more info).
That was just a coincidence.
You mean there's nothing fishy about buying defective equipment on ebay, then calling in to Support for a replacement? 😉
You mean there's nothing fishy about buying defective equipment on ebay, then calling in to Support for a replacement? ;)
Don't bother. The poster is one of the CR100 folks, and has made it his mission to foment disappointment and/or spoil support of Sonos wherever they can. They are just a little bit better at hiding it than the guy who comes right out and mentions the CR100 (See above). Best to just ignore it.
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?
yep! Me too!
Thing is, you can find repair solutions on the web, ie, how to replace the wifi card. So it is possible. My connect has failed and I'm dammed if i'm going to like Sonos get away with this. Next step trading standards.
I’m so frustrated with Sonos. As many of you, I’m heavily invested in hardware and to replace the whole thing would be such a waste. I mistakenly purchased THREE Play 5 Gen 1 units when they came out (along with others). The last 18 months, two went and only one was under warranty through the third party vendor (store) that I bought it from. Now the third one has gone and I’m disappointed that with all the complaints and known issues with the Gen 1, Sonos isn’t taking care of its early adopters. I don’t want to spend another £350 / $500 on another unguaranteed product - I just want to fix mine! My father continues to laugh at me because his speakers are over 25 years old and he’s never had a problem with them.
Get it together Sonos! Your Gen I customers are the reason you’re successful now...
Get it together Sonos! Your Gen I customers are the reason you’re successful now...
We have just moved into new home. Theatre, Sonos in place. Wifi cabled to house and connected. But we don't know how to connect theatre, how to use Sonos and we need Wifi extended to reach every room. We don't have the routers, so we'd also need them to tell us what to buy before they arrive
dont do it, its a money pit
..... their systems are so fragile, the amount of time you spend fussing you may as well get out of your seat and change a cd, more reliable and better sound quality
Userlevel 7
+20
I have a faulty Connect and I have to pay A$ 389 + 10% tax for the replacement unit which is 75% of the new unit.
It seems that Sonos products can't be repaired.
How old was your Connect?
I have a faulty Connect and I have to pay A$ 389 + 10% tax for the replacement unit which is 75% of the new unit.
It seems that Sonos products can't be repaired.
How old was your Connect?
Bought it on 2016
Userlevel 7
+20
I have a faulty Connect and I have to pay A$ 389 + 10% tax for the replacement unit which is 75% of the new unit.
It seems that Sonos products can't be repaired.
How old was your Connect?
Bought it on 2016
Assuming you bought it new, that's really quite recent. You might want to try pressing Sonos for a better deal: there's no way you've had 75% of the expected value of the Connect in less than three years of use.
I have a faulty Connect and I have to pay A$ 389 + 10% tax for the replacement unit which is 75% of the new unit.
It seems that Sonos products can't be repaired.
How old was your Connect?
Bought it on 2016
Assuming you bought it new, that's really quite recent. You might want to try pressing Sonos for a better deal: there's no way you've had 75% of the expected value of the Connect in less than three years of use.
Yes, I bought it new and barely out of warranty.
I just can't accept that I have to buy replacement unit at that price.
My other stereo equipments can be repaired at much lower cost.
Same here. The street price here for a Sonos Connect is 339€ and I was offered a replacement for 279€ after my device dies 1/2 year after it was out of warranty.
This is not a good service.
This is not a good service.
Userlevel 7
+23
Electronics repair is simply not feasible for most low-cost devices in 2019 (except Phones). For example, laptop repair: Its $70 for someone to even look at my laptop, and that's a specialist who has full access to the parts and service info. A washing machine or a fridge is $150 for someone to look at. The actual labor to tear apart a Sonos device, investigate it, and put it back together would be, say, a min of $150 (in the US - if Sonos shipped them to China it would be a lot less). Assuming the tech could figure out which parts needed replacing, they would have to order them (assuming they are still available), then replace them on the board. And test the result. Add in shipping costs (both ways) and its clear that these costs would quickly approach and exceed the cost of a new unit.
There should be spare parts support for Sonos equipment imho.
Power supplies and wireless cards at the very least. Writing a unit for the sake of a £30 tops is no good really.
Power supplies and wireless cards at the very least. Writing a unit for the sake of a £30 tops is no good really.
I was very disappointed when my Play:5 (g1) developed a loud squeal/whistling sound from its PSU. An out of warranty defect - and not an uncommon one. Sonos told me this week they don’t repair, don’t provide spares, and “generously” offered to replace it with a used refurbished unit for £399 (about $501).
I can of course buy a new Play:5 for $500!! So I am very sorry to say Sonos ARE encouraging customers to throw away defective products (landfill - bad) and replace with new product.
An environmental black mark for Sonos whichever way you look at.
-A formally loyal Sonos customer
Userlevel 7
+26
Hi jmesney, if it helps ease your mind a little, the unit that’s not working anymore would be sent to our facility and responsibly recycled, not just trashed. Also, the unit you get in exchange I believe is the newer Play:5 gen2, not the same older model. Should be a refurbished unit, but if there isn’t one available you would be sent a brand new one instead, so some people get even luckier.
Now one more thing you could consider is that we just launched the trade up program which does include the old Play:5 gen1. Assuming the Play:5 you have still powers up and shows up in the app, you should be able to trade up. Using that program, you could put your unit into recycling mode and take care of recycling it responsibly yourself. And in exchange, you’d get a 30% off credit to use on a single Sonos product. This could be used to purchase a different type of product (such as a Playbar).
>>the unit you get in exchange I believe is the newer Play:5 gen2
Will that work for my existing stereo pair? In the room in question there’s my existing Play5 g1 for the left channel, and there would be your new/refurb Play5 g2 for the right channel (Same concern applies to the Trade-up offer).
Its my right-hand channel Play5 g1 that has the loud squealing sound.
eBay might be you friend? Pre-owned, but of course with no warranty, gen 1 Play:5’s from under £200.
Userlevel 7
+17
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........
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........
Thanks for the tip Nik. Makes eBay a good source of spares too. But I am coming to the conclusion I need gear with more longevity than Sonos despite my substantial past investment in their products. My Play5 only lasted 3 years before developing the defect. I suspect their choice of Chinese manufacturing may be letting Sonos down in terms of consistent quality.
Similar to what the contributor said above, I also have MUCH older Yamaha and Mission gear that I use a lot - the stuff is built like a tank and runs for decades even with daily use/abuse with 100% reliability - not a single fault with any of it.
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.
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