Sonos One dead (cannot power up).

  • 5 October 2020
  • 12 replies
  • 347 views

  • Contributor I
  • 4 replies

i just had one of my Sonos One, less than 2 years old, die on me over the weekend. it doesn’t power up at all. it’s not the power cable as the cable works with another unit i have.

 

what should i do?

 

and fortunate / unfortunate timing, as i was looking to buy a few more units - need to relook options.


12 replies

Call Sonos Support directly to discuss it.

When you speak directly to the phone folks, there are more options available for them to assist you, and if it is indeed a hardware failure, it can’t be handled in the forums. 

Userlevel 6
Badge +17

Hi @RF7.

Welcome to the Sonos community and thanks for bringing this to our attention. I understand the situation you’re in. Having a device that suddenly not work and not power on is not a good experience to have. Let us help you out.

As what @Airgetlam has mentioned, It is in your best interest to call our technical support team to conduct a more in-depth troubleshooting step or possible product replacement. I would also like to suggest the following basic troubleshooting step that might help out.

  • Can we unplug the power cord from the power outlet and from the Sonos One and plug it back after 10-15 seconds. We just want to make sure everything fits snuggly.
  • If the Sonos One is plugged into a power strip and not a power outlet, can we bypass the power strip and plug it into a power outlet and check if the Sonos One would get any light indications at all?
  • If the Sonos One is plugged into a power outlet, can we check by either plugging another device (that works) on the same power outlet that the Sonos One is plugged into to make sure that there is power supplied on that power outlet?
  • Can we try also plugging the One into a different power outlet and check if we have any improvements?

If after following the above recommendations and still we have no signs of activity on the Sonos One, I would then try contacting our technical support team for more in-depth troubleshooting steps or possible product replacement.

I hope this helps.

Please let us know if you still have further questions or concerns. We are always here to help.

Thanks,

Thanks.  I contacted customer support, shot them a video of the product failure as per their request, and received this response:

 

“Thank you for taking the time to go over everything with me regarding  your Sonos System. It is a pleasure for me to assist you.
 
I appreciate that you took the time to share the previous information, just checking on it I could notice that there is Boot failure on the unit; by checking the info on the speaker we could see that it is not under the 12 moths warranty period we offer for speakers, however I could get a discount of 30% for you to get a new player because of this situation. Please, let us know if you want to proceed with this.
 
If you have any additional questions or if there is anything else I can assist you with, feel free to reach out by replying to this email and we will be happy to help.”

 

I’m thinking what to do about it.  If I should be calibrating my expectations of Sonos’ product lifespan to less than 2 years, and having to budget 70% every 2 years to replace it, seems a bit much.

To add, the product is about 22-23 months old.  Bought in end-Nov 2018.

Userlevel 6
Badge +17

Hi @RF7.

Thanks for the update and immediate response. 

I understand it will cost to replace the Sonos One. However, We can always take advantage of the discount indicated on the email. It is not normal for a Sonos One to have a very short life span. There could be multiple things that happened beyond our knowledge. Since this is always plugged into power a possible scenario could be a fluctuation of power that caused the Sonos One to no longer respond. We have up to this date devices that are still functioning beyond 5 yrs. I will leave this to your personal preference on how you want to proceed.

Please do not hesitate to reach out or create a new topic if you still have further questions or concerns. We are always here to help out.

Thanks,

Thanks Paul. It is not so much that it will cost to replace per se. It is more that it broke down in less than 2 years, and costs 70% to replace. The suggestion of power fluctuation is but a convenient means of casting doubt - the factory-installed fuse remains intact, and my other Sonos One (1-year-old) remains operational (touch wood). Since Sonos will not stand behind its product, I cannot see myself doing so. I won’t pursue this further.

The same thing just happened to my Sonos One this week (approximately 2.5 years old, one of two I own, plus a Port) and I received the same support and resolution from Customer Care - here’s a 30% discount on a new one, sorry about your bad speaker. 

The speaker sat on the same shelf plugged into a power surge protector outlet for the duration of its life.  The only thing I had done recently was flip the breaker to that outlet to work on a wall switch. Therefore, something akin to unplugging and plugging the speaker back in fried it. Why would I be compelled to spend that much money to replace an item that has a limited 1 year warranty but goes bad soon thereafter?

Sorry to hear that the same thing happened to you.  I have already decided to walk away from the Sonos brand.  I figured it is what it is, and decided no point being unhappy about it any further.  Many other good audio brands out there with products that do a similar job.

Yep, but unfortunately with the investment in the Port to utilize my main stereo (including mounted Polk outdoor porch speaker) and another One, switching tech at the moment isn’t in the cards.

I was also told the replacement would be a refurbished model! Pretty funny they expect me to pay ~$100 / year “rental” on the first one and then pay another $100+ for the same speaker with the same parts. Yeah I’m good  

Another review will be going on external sites outside the Sonos community. 

I just bought a One SL from Best Buy. DOA  Will not turn on.

I have connect amps working fine but apparently these speakers have issues

Return it to Best Buy, and get a replacement.

For what it’s worth, I’ve purchased the majority of my 24 Sonos devices from Best Buy, with the exception, if I recall, of four devices from Sonos directly. I’ve never had an issue, including the couple of ‘open box’ devices. 

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