I wanted to share my recent experience with the Era 300 and hopefully get some visibility from the Sonos team.
My original Era 300 was purchased brand new, but it developed the common grill separation issue that many users have reported. Sonos support agreed to replace it, but I was surprised and honestly disappointed to learn that they were sending a certified refurbished unit as the replacement — even though my original unit was only a few months old and was a brand-new retail purchase.
I tried to stay optimistic, but unfortunately the certified refurbished unit I received also arrived with a defect. The top/back grill is noticeably misaligned and does not sit flush with the housing. For a product labeled “certified refurbished,” this type of cosmetic flaw should not make it through quality inspection.
So at this point, I’ve received two defective units in a row:
- my original brand-new Era 300
- the certified refurbished replacement
Sonos has sent me a return label for the refurb, but I am now concerned about receiving yet another refurbished unit with similar issues. Given that my original product was brand new and the refurb replacement also arrived defective, I feel it is reasonable to request that the next replacement be a brand-new retail unit, not another refurb.
I’ve always appreciated Sonos products, and I want this resolved properly. Any support, guidance, or escalation from the Sonos team would be greatly appreciated.
Thank you.
