Hi,
My Sonos Beam started to sound bad all of a sudden two weeks ago and is atm. practically unusable. Symptoms are metallic distortion when listening TV dialog or music through app or smartphone (Spotify). I raised a support call to troubleshoot the issue. First contact with them went very well and we gathered a lot of debug data in a 1h call session. Did factory reset etc. The issue did not resolved. I also sent a couple videos about the issue afterwards as support requested me to do.
Last week I received an email from support that warranty is not valid anymore and I need to buy a new loudspeaker. Only thing Sonos can do is give me a 30% discount from the purchase. At the same time I’m receiving 25% discount coupons by email daily. Not much of a compensation. Support did not explain either what could be wrong with my speaker even though I spent 1h troubleshooting it and sent videos as requested.
After this I made a new call and tried to explain that I have had this product for only 2,5 years and it cost me 350€ so it should work longer than 6 months after warranty expires. I would expect that this price category product would work longer or at least have an explanation what is wrong with it.
I noticed that people have had similar issue with different models but no clear answer if problems have been solved somehow?
I do not recommend Sonos to anyone and I’m very disappointed how support closed this issue after first relatively good debug session. Do not lose a customer doesn’t seem to be Sonos slogan.