Why don't Sonos offer a repair service?

Today I was contacted back by SONOS support and they explained the £350 charge was due to the fact that they would replace my broken 1st gen Player 5 with the latest generation (which currently sells for twice what I had originally paid). I argued back that I was not particular interested in the new Player 5 and would rather accept a Player 3 if that would allow them to waive the fee.
I also stated how many Sonos devices i own and that i had considered myself a loyal customer up to this point (including recommending SONOS to a number of friends which resulted in purchases).
They offered me in the end a replacement under warranty. So I am a happy camper. Though I still find SONOS' approach and fee structure questionable and would urge them to reconsider their practices. Charging reasonable fees would safe them the hassle of arguing with disgruntled customers and is possibly not more expensive than waiving unreasonably high fees ever so often. I do like that they offer sending the new unit first, so one can reuse the packaging for the return.

Today I was contacted back by SONOS support and they explained the £350 charge was due to the fact that they would replace my broken 1st gen Player 5 with the latest generation (which currently sells for twice what I had originally paid). I argued back that I was not particular interested in the new Player 5 and would rather accept a Player 3 if that would allow them to waive the fee.
I also stated how many Sonos devices i own and that i had considered myself a loyal customer up to this point (including recommending SONOS to a number of friends which resulted in purchases).
They offered me in the end a replacement under warranty. So I am a happy camper. Though I still find SONOS' approach and fee structure questionable and would urge them to reconsider their practices. Charging reasonable fees would safe them the hassle of arguing with disgruntled customers and is possibly not more expensive than waiving unreasonably high fees ever so often. I do like that they offer sending the new unit first, so one can reuse the packaging for the return.
I am by no means a "Sonos fan-boy" but being offered an upgrade from 1st gen to 2nd gen for half price does not seem too shabby to me. Sonos then went on to offer a warranty replacement, ok it took a bit of pushing, but that also seems like good customer service to me.

Looks like Sonos have not forgotten all of their old customer service ethos, even if recently have done much to ruin their great reputation in this area.

.... 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 cannot find the post with CR100 mentioned anywhere, am I just bad at finding it or has the post been "moderated"? 😳

I contacted Sonos support regarding a Connect ZP80 unit that won’t update. Their attitude was terrible. All they want to do it sell me a replacement unit for £249 exchange. A brand new one is only £309. This must be a real simple repair but they won’t tell me if it is. Sorry Sonos, but I won’t be paying that or buying anymore products from you. I have 3x Play 1’s, a Play 3, a Play 5 and a Connect Amp. Years of brand loyalty for nothing.

I have found my experience with Sonos customer support was well mannered. Like many of you, I have found one of my Sonos (Play 5 gen 1) simply didn't power up and Sonos had kindly offered a discount at £359 for a Play 5 gen 2. Although I've been offered a better product, but I rather repair than get a newer speaker-more environmentally friendly and also why spend more money?

However I do find it slightly hard to understand Sonos doesn't offer any repair services. I grew up with Bang and Olufsen in New Zealand, even they provide repair services at the bottom of the world in the 90s! Sonos is a GLOBAL company now, not a small start up. They can at least provide repair services in major cities or town. IMHO there are no excuses that their equipment is this "complicated" to repair. I collect watches, Rolex and Patek will not say to you, I will give you a discount to buy a new one because your watch no longer functions, they fix it (or even send it back to Geneva) and I am sure is more complicated than Sonos when we are talking perpetual calendar or minute repeater functions.

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?

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...

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...

They are not being honest about the lack of a repair process, most products can be repaired and its just weird that they think this is acceptable.

Essentially, everything they make is there to be replaced after a few years. If you look at the Sonos Bridge it has tiny holes underneath for ventilation, this is bound to fail as it will overheat as did mine.

NO POINT COMPLAINING> they know what they are doing

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

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