Arc and Alexa compatibility

Hi ​@Ravisp08 

Welcome to the Sonos Community!

Sorry to hear of the issue you are having with Alexa on your Arc. Ah - I just found your case and the problem is that the microphone keeps turning itself off and on. As I understand it, this will require a replacement of your Arc.

However, I am confused by the stated need for you to wait for the investigation to be finished before you will receive a replacement. I will instigate an audit of the phone call you had - if this is indeed what the agent told you, they will receive feedback. I have also requested that the documentation that they referenced be reworded so as to be clearer (as I can see why they said this, even though it is inaccurate).

There are two return options - one is that we wait for the faulty unit to arrive at our warehouse, and when it does, we ship the replacement. This can take up to 15 days, though it is usually quicker. The other option is for us to ship a replacement immediately, putting a hold on a bank card for how much we would charge if the replacement does not arrive - once we receive the fault unit, the hold will be cancelled and no charge will have been applied. This only takes 3 days. The choice can be made once you receive an email with a link that takes you to the page where you select one of the options - you just need to get back in touch and ask for them to start the process for you.

I hope this helps.

Hi, 

When reading up on this issues within this community, it seems a replacement does not fix the issue I am having. Several of post stated the replacement was having the same issue. 
 

The agent I spoke to said they would send another one out. But this product has sense been discontinued, correct? So I will receive a refurbished piece. 
 

I requested a replacement with a new arc be sent out and I was fine with paying the overage. The agent then stated I would have go through the Sonos trade in program as they can only replace the item with the same one. 
 

My arc is only 6 months old. 

Arc has been replaced, but it is still on sale today and the near future:

https://www.sonos.com/en-us/shop/arc-black

Contact them again and request new stock instead of a refurb.

If you are leery about receiving a refurbished unit or a new Arc that may have the same issue; you might try to negotiate one of the plans below as a Customer Satisfaction:

Hi ​@Ravisp08 

A replacement will be needed, but if the replacement also has the same issue, then nothing will be fixed. I suspect the reports you found were from a time when this issue was not understood, or only just discovered. If you get a replacement now, I am confident that it will not have this issue.

If your Arc is 6 months old, there is no way to guarantee that the replacement will not be refurbished, but it will come with a guarantee nonetheless, and will be in perfect condition - if it is not, you will be well within your rights to organise another.

I hope this helps.