Contributor I

Poor product support

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Sharing a recent experience with Sonos Support and lost confidence after a history of purchasing multiple products. The support issue we experienced relates to a known design weakness posted by many users across multiple channels, which is a power supply failure. In the fall, we experienced a power outage and after power to the house was restored we noticed three of our Sonos products would not turn on. Two (Playbar and Beam in separate rooms) were plugged into surge protectors and one (Play:3) directly into the wall. Three other products showed no issue. All are out of warranty but the Beam only just out.
When I spoke with Support their best offer is to return to Sonos in exchange for a 30% discount code. So now we are asked to spend even more money to replace the products with a history of power supply quality issues across their portfolio.
Does this sound reasonable?

Thankfully, the Playbar was purchased from Costco, who took it back with a full refund. The others were purchased from Sonos directly with no other recourse than take their discount on new products.

This lack of customer focus has the signs of a class action lawsuit in the making. Until then, we are encouraged to secure our investment by purchasing from a supplier with greater commitment to their products and customers.

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sjw

Local Superstar

My points were specifically for UK/EU as previously mentioned - and in cases above were for Ken specifically as he was saying ‘I personally...’ etc. and has recently commented that he buys extended warrantees for most things - so not for areas with different rights etc. I believe he meant it wasn’t right to get an extended warranty in UK and see others getting replacements because they’re legally entitled to them.

To say selling warrantees when the seller doesn’t need to know consumer rights is wrong. They need to be more aware than ever - and they are supposed to ensure it’s the right product for them - hence we now get cooling off periods too now to completely cancel without charge. PPI anyone?

I didn’t say one year warrantees are shady practice - I said that trying to hide behind that and selling them when the consumer has existing legal protection is. Equally, to insist that the consumer is out of luck and can have 30% isn’t great either - again, only in countries where your legal rights exceed those provided by Sonos.

Again, note, most of this ‘behaviour’ applies to lots of companies, not just Sonos. It doesn't excuse it either - but it's nice when some companies respect buyers’ rights.

Ken_Griffiths

I am talking about @kkoehler1’s Roam here.

The average cost of one months gas/electric bill here in the U.K. is currently £172.80p - most of us with numerous small electrical appliances, likely payout far more than that in a 2/3 bedroom Home .. so pursuing the consumer protection laws after a 12 month period, on a device that costs £179 seems a waste of time to me. My own understanding with small claims courts is they reduce the amount payable anyway, based on the amount/circumstances of use, and the longer the period is, beyond the manufacturers stated warranty period… personally, without extended warranty cover, I would take the 30% discount voucher that Sonos sometimes tend to offer their customers, post device failure. I think that’s a reasonable offer, considering the original cost of a Sonos Roam.

Those who want ‘peace of mind’ should consider the extended warranty cover. All my family Apple devices (iPhone/iPad/Apple TV) only offer 12 months manufacturers warranty too.. so we have chosen to cover those type of devices aswell.

I think most manufacturers here in the U.K. including Apple/Sonos and many others make their position clear with their warranty period. If there’s a complaint about length of cover, then the time to raise that, is prior to making the purchase. It maybe why some users choose local retailers instead, like John Lewis, SmartHome Sounds or others, as they may offer their own extended warranties.

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sjw

Local Superstar

I don't know why Small Claims Court is being mentioned as that's a very last resort - and one where I'm not sure of a case where the company bothered to defend it. You should simply and politely remind the company of their obligations and that should be it. Even that shouldn't be necessary as the company knows full well what they are.

Bumper

I don’t see any difference between a Sonos warranty and a good many other manufacturers basic warranty cover - many manufacturing companies seem to provide a 12 month ‘default’ period of cover over here in the U.K. Consumer rights aside, it’s up-to the customer if they want to extend that ‘stated’ warranty cover.

I don’t personally see the point in complaining if a device fails outside that stated period, unless it’s maybe by a few days, perhaps? I don’t see why a customer should payout for the extended cover for small appliances, to then observe others getting replacement devices for ‘free’, several months after the manufacturers warranty expired. Sonos should either stick to their published period, or otherwise choose to extend it and not let-down those that chose to pay-out for the extended cover.

If customers want to pursue their statutory rights under consumer protection laws then that’s another matter and perhaps for a ‘small claims’ Court to decide, usually based on the individual facts of a case.

when Sonos CS admits they know a lot of the Roams fail it would seem that customers have a legitimate complaint.

jgatie

That chat has got to be a fake. No real support person offers an extended warranty after something breaks. They'd be giving the store away. They also would not be employed long if they blurt out problems with the company's products to anybody who listens.

Nice try, but you gotta be more subtle.

S

sjw

Local Superstar

I'd bet it's real. New, inexperienced, who knows but real nonetheless.. No identifying names so no need to remove it unless it is fake. Other than cat and bag and doh!

jgatie

I'd bet it's real. New, inexperienced, who knows but real nonetheless..

You hope it's real or all that SJW'ing you did would be in vain.

S

sjw

Local Superstar

🥱🥱🥱

Bumper

That chat has got to be a fake. No real support person offers an extended warranty after something breaks. They'd be giving the store away. They also would not be employed long if they blurt out problems with the company's products to anybody who listens.

Nice try, but you gotta be more subtle.

Community member with a hours old profile and one post ….😀

But the extended warranty was offered in the purchase of a new Roam which seems on brand for Sonos CS tbh. That and the roam is pos ime so it’s believable to me.

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