Why don't Sonos offer a repair service?

I did just realise I meant repair or refund* and not replacement! It's been a while since I've looked at Consumer Law legislation!

my Sonos Play 5 is broken within 3 years. There is no possibility for repair. I could exchange the old one for a new Play 5 gen 2, it cost me €409,00 and a new Play 5 cost €499,00. I was always promoting Sonos, but now I have a bad experience with the Sonos service. This a negative radiation from Sonos, I consider to stop with Sonos.

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.

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'd be interested in seeing the relevant section of the Sale of Goods act that makes it a requirement for suppliers to offer a repair facility and that if the purchaser can prove they didn't cause the damage it must be offered free of charge.

I've looked at the act and note that the word repair is only in it twice https://www.legislation.gov.uk/ukpga/1979/54

Thanks in advance

Thanks AndH81, I will check it!

I own seven units. One day the wireless component on the play 5 stopped working. I called in, and ten minutes and a diagnostic later, they said they’d ship me a working unit within a week. At first, I was a little upset. I care for my units and frankly, love them. I didn’t want to see my beautiful unit end up in a garage in China. However, after thinking a few minutes, it’s a pretty awesome solution and I will get and working unit immediately. Either way I’d be waiting for a repair, so the end result is the same. I only wish they would extend this into a longer warranty, I promise they would get a bulk of the industry if they did. My father just got his 1975 Bose 901’s out of storage and it was cool to hook them up with him after all these years later in 2018. I hope I can do the same with my Sonos speakers and my son one day down the line. I’m still a happy Sonos customer and probably more so after my experience. I couldn’t imagine Bose replacing anything on my Dad’s speakers, or any other major electronics manufacturer for that matter. Well done Sonos.

So the latest response from Sonos shows nothing has changed and they are not listening to people. I have 4yo play 5 and the sub speakers rattles becuse the magnet is loose. So same story as everyone else.... no repiar service, no spares etc and we can send you a new one for £345 with 2 year warranty.

Well considering they have a pile of broken units in stock somewhere i am not even allowed to purchase another used one from them to replace the speaker myself.

Your £500 Sonos is disposable.

Your wallet will take a bashing much like the enviroment.

Imagine if all appliances were like this.....

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.

Sure - what's the problem here! I tell you what the problem is: greed or total customer disregard - pick your motif.
I was just offered a replacement for my broken sonos 5 - kaputt after just 2.5y (after firmware upgrade!!) and was offered a totally gracious £349 replacement fee. What a rip-off (I paid 350 on Amazon for the new device). Even Apple charges less for repair of devices twice the cost (e.g. Apple charges £120 for screen replacement for an £800 phone).
Based on that experience I cannot recommend Sonos to anyone, having been a loyal customer I now wait for the other four Sonos to break and move on to other brands. Bye-bye Sonos.

My Connect Amp has also "just stopped working" and now that I think of it, it was after a firmware upgrade. like its bricked or something. I purchased it in summer 2015 used it to power outdoor patio speakers. unit is inside a cool clean and dry basement away from any heat/sun. used only during warm months so unit is plugged in for maybe 3 months a year after that I unplug it because theirs no reason to have this thing powered up. Now it wont boot up and only flashed the white light. $500 unit is a paperweight. SONOS reply buy a new one for a reduced rate of $350.......YEAH that's what I want to do after spending $500 for a unit used for a total of like 5 months of random use. I will NEVER buy SONOS or recommend them again for their lack of customer service AND all you defenders of sonos......your day like ours IS in your future and lets hear the tune you play then LOL.