Why don't Sonos offer a repair service?

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.

We should consider legal action - I contacted their CEO but, as expected, did neither hear back from him nor from the support team when complaining about this attitude and the apparent rip-off. I think Samsung has a class action lawsuit pending for bricking devices, including damage of property. I'll certainly exhaust all means I have to tell people about this so they know before they purchase.

The 'customer service" rep on the phone who tried to help me had the biggest I don't care attitude ever. he walked me through everything that i basically read online from the tons of other SONOS owners in the same boat and when we exhausted all the attempts he offers the reduced rate. Like I and others need to spend $1000 over the course of 3 years on one Amp. i have old relic electronics that STILL work to this day!!!

UPDATE well after some perseverance it paid off. I called back and spoke to a new CS rep and he put me through to a supervisor who asked me a couple of questions and they can tell that the connect amp had not been updated with my other devices and agreed to send me a new one!! Amazing I had to jump through hoops for it. I understand you have to have policies in place to protect youraelf, but for such expensive items they should extend their warranty especially if they believe in the quality of it. So it ended well for me but I wasn't getting off the phone excepting anything else.. I was calm and polite I didnt hand them their tail and im sure that helped. Lol next one I buy (IF there's a next one) will be from someone I can purchase a extended warranty from.

A fuss about nothing. My CONNECT too failed shortly after the warranty expired. These things happen, it's electronic stuff.

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).

A fuss about nothing??!! Its $500! If thats nothing to you then I guess your one of those people that just pile expensive electronics on the curb because it don't march your decor any more. This thing stopped working after I was made to accept the latest firmware update and I should just accept that? Maybe you...but not me

A fuss about nothing??!! Its $500! If thats nothing to you then I guess your one of those people that just pile expensive electronics on the curb because it don't march your decor any more. This thing stopped working after I was made to accept the latest firmware update and I should just accept that? Maybe you...but not me
That was just a coincidence.

[...] 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.
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.

for informational perpose
If you Live in the UK sevenoaks sound and vision and richersounds offer an 6 year warranty on all sonos products. i got mine from sevenoaks sound and vision