Why don't Sonos offer a repair service?

No they don’t. You are out of luck. You can use the bad unit as a paper weight.

Personally, I had a great experience with Sonos warranty / repair service.

I bought a used Connect Amp that showed up DOA from the seller. I emailed Sonos, told them the truth about the situation and asked about the cost to repair it. I wasn’t expecting much, but they offered to take it back and send me one that worked, for a very reasonable price. I forget exactly what they charged but it was a bargain. Remember this was used, broken, out of warranty and from a third party seller.

The kicker was they sent me the new one as soon as they had a tracking number for the old one. I got it like the next day. I don’t know if this is their SOP but it worked out great for me and I’m sure they made a couple bucks in the transaction as well.

Sonos was one of the best customer service experiences I’ve had. Just FYI, Fossil watches have great customer service too. Panasonic does not. Even actual warranty service costs too much with Panasonic.

If you're in the UK/EU, under consumer law (Sales Of Goods Act) you have a legal right to expect the item to work for 6 YEARS from the date of purchase: https://www.theguardian.com/money/2006/mar/25/consumernews.howtocomplain. The hard part is that after 6 months it is up to YOU to prove it stopped working because of a hardware failure and not your own.

Try mentioning that to them and if they decline to offer a replacement for free, you can take them to court. It's a rule that manufacturers pretend they don't know about, and consumers usually don't know about...

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?

Agreed. I basically have a super expensive paperweight on my hands now. 2.5 years. Thats all my unit lasted me. Its not like i used it daily. Im extremely disappointed in the quality of Sonos products. I see this happening all over the forum. How many people has this happened to that haven't stumble on the forums yet.

My sonos 5 broke when it was 2 days out of warranty. The best they can apparently offer is a £129 repair. Very frustrating and I feel I’ve been treated very unfairly, especially as it actually broke earlier, just that I didn’t know the exact dates so didn’t phone customer services on time.
My advice: don’t buy any sonos products. They’re expensive, not built to last, and poor customer service.

My sonos 5 broke when it was 2 days out of warranty. The best they can apparently offer is a £129 repair. Very frustrating and I feel I’ve been treated very unfairly, especially as it actually broke earlier, just that I didn’t know the exact dates so didn’t phone customer services on time.
My advice: don’t buy any sonos products. They’re expensive, not built to last, and poor customer service.

Again, see my post about the Sales of Goods / Consumer Rights Act - do not be fobbed off by them, they are legally obliged to comply with the law whether they want to or not. If they refuse to comply, report them to Trading Standards etc.

After 6 months from purchase *you* have to be the one who proves the unit had broken through no fault of your own, but provided you can do that, they have to provide a repair or replacement for free.

It's also worth taking screenshots and making notes of links to any posts where others are saying the same thing about both their product and their resulting customer service as evidence - should you need to take them to court.

My sonos 5 broke when it was 2 days out of warranty. The best they can apparently offer is a £129 repair. Very frustrating and I feel I’ve been treated very unfairly, especially as it actually broke earlier, just that I didn’t know the exact dates so didn’t phone customer services on time.
My advice: don’t buy any sonos products. They’re expensive, not built to last, and poor customer service.

Again, see my post about the Sales of Goods / Consumer Rights Act - do not be fobbed off by them, they are legally obliged to comply with the law whether they want to or not. If they refuse to comply, report them to Trading Standards etc.

After 6 months from purchase *you* have to be the one who proves the unit had broken through no fault of your own, but provided you can do that, they have to provide a repair or replacement for free.

It's also worth taking screenshots and making notes of links to any posts where others are saying the same thing about both their product and their resulting customer service as evidence - should you need to take them to court.

Assuming Hgc123 is in the UK (which is fair enough as the price quoted is in pounds) then Sonos are obliged to offer a 2 year warranty. They have offered a replacement unit for £129 which is a significant discount on a new unit.

I sympathise with Hgc123's frustration but Sonos' offer is above and beyond and no court in England is going to accept it isn't a fair and reasonable offer.

My sonos 5 broke when it was 2 days out of warranty. The best they can apparently offer is a £129 repair. Very frustrating and I feel I’ve been treated very unfairly, especially as it actually broke earlier, just that I didn’t know the exact dates so didn’t phone customer services on time.
My advice: don’t buy any sonos products. They’re expensive, not built to last, and poor customer service.

Again, see my post about the Sales of Goods / Consumer Rights Act - do not be fobbed off by them, they are legally obliged to comply with the law whether they want to or not. If they refuse to comply, report them to Trading Standards etc.

After 6 months from purchase *you* have to be the one who proves the unit had broken through no fault of your own, but provided you can do that, they have to provide a repair or replacement for free.

It's also worth taking screenshots and making notes of links to any posts where others are saying the same thing about both their product and their resulting customer service as evidence - should you need to take them to court.

Assuming Hgc123 is in the UK (which is fair enough as the price quoted is in pounds) then Sonos are obliged to offer a 2 year warranty. They have offered a replacement unit for £129 which is a significant discount on a new unit.

I sympathise with Hgc123's frustration but Sonos' offer is above and beyond and no court in England is going to accept it isn't a fair and reasonable offer.

SONOS' warranty is further backed up by the SOGA/CRA - which stipulates that legally, provided the user can prove the unit did not die because of something they did (being dropped, damaged etc.) then they have to provide a free repair or replacement for up to 6 years from the point of purchase.

Companies do get taken to court for these issues, and they do indeed lose these cases. It is not a case of whether it is a 'fair' offer: they have legal obligations to keep... the question boils down to whether or not the customer is prepared to go through with taking them to court without the *guarantee* of winning.

Well Sonos have declared to the world in the YouTube video for the making of the new play 5 they expect it to last ten years. That’s an implied warranty in Australia. I’ve downloaded the video so they can’t remove it and get away from it.