Contributor I

Question

Unusable Can I get a refund?

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I’m sorry but as much as I like your hardware, I just can’t use your product. Your software team has let you down so badly. I have a sonos era 100 that I bought 3 days ago. Already I know I can’t use this long term. I’m using the system with an apple iPhone runing spotify and apple music. The Sonos is in the room where my router is. My other system (Denon Helios) works fine - never had any connection problems. The Sonos app had numerous connection problems out of the box. Then when it finally found the device (Im not sure how as I just kept trying and retrying) it locked it so that I couldn’t play spotify or apple music through it until I restarted my phone. Since then I find if I play from my computer and then from my phone the phone won’t connect until I restart it. Just to restate. This doesn’t happen with the Denon/Helios system. If you could see the ridiculous picture of my phone leant up against the sonos device. It is finding every other device in the house apart from the era 100. It’s appalling. The app barely works. And all I see is “AirPlay unable to connect” Are you going to tell me that the speaker is too far from the router? It is 1 meter away. Are you going to tell me my phone is too far away? It is physically touching the device. Wifi? Every other device in the house works fine. Your software team is getting the very basic elements wrong.Your product doesn’t work well with airplay or wifi. The app seems to intermittently block both spotify and apple music. Whoever is writing your software is going to make your company fail. There are better options out there with hardware that isn’t as good. I would like a refund because your product is not fit for purpose. Can someone respond to help me understand what is going on?

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buzz

Grand Maestro

Refunds are processed by the sales department.

Try moving the 100 farther from the router and iPhone. Are any other WiFi gadgets close to the 100?

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DonkeySong

Enthusiast I

Does the Sonos app have network permissions? (See the reply from @Pools-3015 to your other post)

The app is worse than it was 1 year ago so you haven’t picked a good time to buy. It has bugs and is missing features from the old app.

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SiNoSoSAuthor

Contributor I

Thanks for the suggestions but I’ve tried moving the speaker to various places in my house and there is no real difference. It is always intermittently lost on the network. It is so frustrating. Sometimes I’ll be able to connect and then the next time I go to play something it refuses to find the device. Then sometimes the device will appear on the list of available devices in spotify or on airplay but when I try to connect to it it fails. I’ve tried restarting the device. I’ve tried going through the setup procedure. I’ve tried setting “local network” on and off - nothing works consistently. Is it really not this bad for everyone? What could possibly be unique about my setup? It’s pretty simple.

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SiNoSoSAuthor

Contributor I

Oh and I’ve tried using my iPhone (16) to connect. And my laptop. And my ipad. All with the same results.

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AjTrek1

Please describe your network by listing the hardware components (router, modem, switches etc.).

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buzz

Grand Maestro

We can’t rule out a hardware fault with the 100, even though it is freshly purchased — Mother Nature is never fair.

Have you worked with SONOS support?

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SiNoSoSAuthor

Contributor I

When I tap the top of the device the led flashes red. The device appears in my list of available sources in spotify but when I try to connect to it it says “airplay failed” - I try this repeatedly and after about 20 mins it will connect. If I leave the house or connect to a different speaker then when I return to the era 100 I have to go through the same laborious process - my setup is pretty simple BT router (circa 2024) …. Sonos Era 100. That’s it. It’s not sustainable.

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SiNoSoSAuthor

Contributor I

I’ve tried putting it in different places around the house. This doesn’t make any difference. I have no issues with any other device I have connectred to my router.

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SiNoSoSAuthor

Contributor I

I haven’t worked with Sonos support

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SiNoSoSAuthor

Contributor I

I just worked with the Sonos Bot - we didn’t diagnose the problem.

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