Avid Contributor I

Why don't Sonos offer a repair service?

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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?

Repairs

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Keithmac

Virtuoso

It's very odd there is no "parts" support.

It's like writing a motorcycle off because Yamaha/ Suzuki et all won't supply a camshaft.

Just looking at my Playbar/ Sub/ Play-1's. All out of warranty, trying not to add up cost of replacements!!.

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Sunil mathew

Lyricist II

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?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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Sunil mathew

Lyricist II

Just had sub which went dead. They dont repair at least not fir the customer. They replace it for you at 80% the cost of a new one. The old one they then repair it and sell it refurbished for 80% the price. Wow what a way to make money on hapless customers who got their faulty products

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MrMaxx

Lyricist I

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.

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controlav

Lead Maestro

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.

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Author of the leading independent Sonos apps for Android, MacOS, iOS, Windows and Xbox.

K

Keithmac

Virtuoso

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.

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nik9669a

Senior Virtuoso

The pre-owned market for Sonos products it quite healthy. I think in part that’s because any faulty units are most likely to have been fixed by Sonos because of the policy.

If potentially dodgy repairs could be carried out with owners potentially fitting the wrong parts, just to “fix” a fault and then sell the speaker to the unsuspecting public is not a good thing.

If Sonos establish repair centres, what countries and what cities should they be located in? Who pays delivery cost to get items to/from the repair centre? Should they offer fixed-price repairs? What if the speaker is unfixable? Who pays labour cost to examine and diagnose the repair cost? What if the owner doesn’t want to pay for the repair once quoted?

I’m not saying the existing system is ideal, but the alternatives introduce a whole new set of issues that will also draw comments - and complaints.

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jmesney

Lyricist II

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

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Ryan S

Retired Sonos Staff

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).

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jmesney

Lyricist II

>>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.

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