Sonos One dead (cannot power up).


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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.


40 replies

Userlevel 7
Badge +17

Failed in 16 months? They should not be out of warranty then.

Their warranty is 12 months. 

In Europe it is two years. I did not know the warranty periode differs depending on where you live….

Userlevel 7
Badge +21

Excellent service from Allstate. https://www.squaretrade.com/

Bought one of these but never used it. https://www.amazon.com/Electronic-Equipment-Warranties/b?ie=UTF8&node=2242348011

 

I buy these for gifts, for my own gear I just go with what Sonos offers.

I always thought that’s precisely why some folk choose to take out small appliance ‘extended’ warranty cover, to provide replacement cover/repair for such situations, particularly as these kind of things can happen to any make/model of device.

I’ve had an Apple iPad last a good many years and an iPhone last me just 2 years. I’m sure a good many (many) thousands of people worldwide likely have the exact same model of Sonos device that’s lasted much longer than the couple of examples mentioned here in this thread and that they will continue to have enjoyment from their speakers for a decade, or more.

Anyhow, if you are that worried about the longevity of ‘any’ purchased product, then perhaps consider paying to extend beyond the manufactures warranty.

STAY AWAY FROM THIS COMPANY. My speaker failed in less than two years just like everyone else on here. Sonos cares nothing about taking care of its customers.

 

Goodbye Sonos

Really, totally garbage. 
clearly it’s a common fail with these speakers and they still won’t do anything about it. 

STAY AWAY FROM THIS COMPANY. My speaker failed in less than two years just like everyone else on here. Sonos cares nothing about taking care of its customers.

 

Goodbye Sonos

Failed in 16 months? They should not be out of warranty then.

Their warranty is 12 months. 

Userlevel 7
Badge +17

Failed in 16 months? They should not be out of warranty then.

I’m not here crying for them not covering this, Its out of warranty and **** happens

I’m mad for them dicking me around for no reason.

I called them, they took my serial number, at that point say no warranty, sorry bye. Simple as that

Two days later they called me and ask me for a video of the speakers and what they are doing.

Two days after that or so I get an email saying please send the speakers and we will replace them.

I go bought packaging material and a box and I ship them them. When they leave they tell me they are not covered and we want them for research? That’s what ticked me off. 

30% discount for a new pair? yeah take my money again after my $500 speakers failed in 16 months.

I have a JBL Bluetooth speaker for 5 years that works flawlessly still. I will stick to known brands from now on. 

 

*Moderator Note: Modified in accordance with the Community Code of Conduct.*

In contrast, I have 8 Sonos Ones (2 x Gen-1, 4 x Gen-2 and 2 x SL) I have had each of these players since they were first released and none have failed and continue to work flawlessly. I also have two much-older Play:1’s aswell and they are working fine too.

Some years ago, I gave my two children 6 Play:1’s as I replaced them with the Sonos Ones mentioned, for use in their own Homes and they all continue to work aswell. 

In a similar vein however, My Son and I each purchased an iPhone XR around the same time from John Lewis and whilst mine has worked without issue, his phone has failed (twice) and been replaced… so as with all electronic devices it’s ‘swings and roundabouts’ and that’s why some choose to buy extended warranties to cover for such breakdowns and failures… these things can happen to any device, or any manufacturer, no matter what quality controls are put in place on a production line. 

In my brothers case, he tends to stumble on more issues with the cars he buys… he’s never been lucky with any car he has purchased from new, or used.

 

 

Exactly the same problem here. 

 

I'm out.

 

Sonos is a scam. If they built good quality products, they would offer services similar to Apple, but instead, the products are good looking on the outside and probably full of cheap electronic components. 

 

As for "electronic fails", this is BS. I have laptops, phones and cameras that are many many years old. They are just good products.

What did Sonos say, when you contacted them?

 

This company is a joke. They sent me a way bill to send the speakers back along with the reply below.

 

May 31 

“Hello Sammy,
It is good to know, you got the email with the waybill, as soon we get the defective units, we are going to ship the new ones, also you will receive an email with the tracking information.
Best Regards,
Karen P”

 

I replied back saying thank you and both units are shipped out. 

 

June 4 I get the following reply.

“Hello Sammy,
Thank you for reaching out to Sonos Customer Experience. We hope this email finds you in good health. Thank you for letting us know. 
In your case, since the returned units are outside of the warranty period, what you will receive once they have been processed is a voucher for a 30% discount credit on sonos.com for each of the speakers.
These credits are open and can be used on one item each from all available at the store, so you can use them to replace your units directly or you can use them for a different kind of speaker if you prefer. The discount will apply to sets as well as they are qualified as a single item, but please keep in mind that if you use a voucher on a shopping cart that has more than one item listed the discount will be applied to the most expensive one only.  
Best regards”

 

I replied back with:

“Then why did you ask me to ship the speakers back to you? They already left 3 days ago.

As per the email below from Karen on May 31, 2022, 12:07 PM, she confirmed they are under warranty and I was getting a replacement. What has changed now?

Please see attached email and let me know”

 

and their reply today was this

 

Hello Sammy,
We understand that this might be frustrating and take part of your time.
I regret the last email from Ehirin on June 3, is correct, the defective unit warranty expires on June 24, 2021, and we are offering you a 30% discount code for the inconvenience. Once the defective units get to our warehouse the discounts will be released for your use.
Why the defective unit is requested to be sent?
This is part of our improvement process, our technicians have to study what fails and why to avoid this from happening again in future products.
Once again, we apologize for any inconvenience this may have caused you, and we thank you for your understanding on this matter. If you have other concerns, feel free to let us know.
All the best,
Shi Sing Y”

 

This company is a joke. I understand the speakers are outta of warranty and they could have said that from the second I called and ended this back and forth. I took a day off work just to send these speakers out. 

They wont warranty my speakers but they want them back for a study? I have almost 10 sonos speakers/products at my house and I will never ever buy another one. I will list what I have for sale and never recommend this garbage to anyone else.

 

Very disappointed.

Sorry for the rant, this is just ridiculous.

 

What did Sonos say, when you contacted them?

Same issue here. Two sonos one gen 2 less than 2 years old fail to power up. Just completely dead.

did someone try taking this somewhere to get fixed? Or sent back to sonos? It could be something minor. 

It may well be that electronic devices fail but there seem to be a lot of people experiencing the same thing.  My Sonos One is dead as a dodo and has hardly been used. I certainly won’t be replacing it in view of the many bad reviews here - and those are only from the people who can be bothered to write one so there may probably be many more people with faulty devices.   Sad that electronics have become virtually a disposable (but expensive) item. 

All electronic devices are susceptible to failure.  Sonos is not an outlier, nor in my perception, a standout in the failure end of things.

But it is possible, just like any TV or computer, that a Sonos speaker can fail. Each Sonos device is, after all, essentially a computer with a speaker attached. If your home has electrical issues, either internal to your home, or delivered to your home by your utility, Sonos can’t fix that, either. Electrical surges are particularly inimical to computer equipment. 

Sonos equally doesn’t have any control over your LAN or Wifi system, the thing that the Sonos relies on to connect to the internet, and any local devices, including your controller.

Some of that can be mitigated by running a “wired” or “SonosNet” system, but at the end of the day, all of these options require that your router be creating a valid network for the Sonos to live on. When there’s a problem with that network, nothing Sonos can do can fix that, it’s up to you as an owner to either figure out yourself, or provide hard data to Sonos, or even anecdotal data here, which the community can use to help diagnose the issues you’re experiencing. 

None of this negates your frustration, and I completely understand it. But not everyone is experiencing the same thing. I’ve got somewhere north of 20 Sonos devices, and not a single one of them has failed. Which doesn’t help you, since one of yours did, but provides a counter to your “obviously there is a defect”. I could easily claim “obviously, there isn’t a defect”. 

I’m new to Sonos and am completely disappointed in the quality (assurance) of their products at this point.  When they work … they work and sound great, but they seem to have a VERY short lifespan for when they work.

Same issue as others on this thread, only I’ve purchased two (2) Sonos One devices - one in April 2021 and one in May 2021 - from the local Best Buy.  The one purchased in April stopped working by May and the one purchased in May stopped working in June.  BOTH devices only lasted about one month before they completely failed to power up any longer.

I have a significant amount of tech and A/V experience and lots of both in my homes.  I only decided to try the Sonos One option for my one summer home as it seemed like a nice cheap way to test their tech.  Glad that I did because it failed miserably.

Glad I didn’t invest in the various other options.  Was planning to use Arc/Sub on three TVs in this home and use the architectural series for a bunch of in ceiling and outdoor whole house audio work in a new home.  Sticking with my other vendors who have worked solid for 5-10 years already for me.

Sad that Sonos can make products that sound nice, but can’t make them reliable or with a consistent quality.

 

I have owned over a dozen Sonos products going back to the original ZP80/ZP100 bundle.  Not one of them has failed.  Matter of fact, my S1 products are humming along just fine at a relative’s home.  

So be careful which anecdotal brush you use to paint so broadly.  

I have the SAME issue, I don’t quite understand how many more people are having the same issue and they aren’t doing something about it...obviously there is a defect. My speaker was never moved nor was it unplugged, it just quit working out of no where. I was about to expand our household with more speakers as well but now I am having second thoughts….I was offered a discount on a new speaker, however I am not quite satisfied when I spent my hard earned money just for it to fail so SOON after a year and 3 months. I understand if it was dropped or damaged, but it was not! This just leaves a bad impression after having spent so much money on various speakers just to be told sorry we can’t fix it however heres a discount please SPEND MORE even though we are refusing to replace your defective Sonos one brick….Beyond frustrated!

Userlevel 7
Badge +18

My Play5 failed with no power on.  I have a Nakamichi sound bar that has run well for nearly 7years now. 


Whilst I sympathise with anyone whose electronic devices fail, Sonos are shipping many thousands of speakers each year, so the failure rate seems quite low. I had an expensive Linn amp fail after only about 2 years, some time back, and they were not interested in offering any financial help replacing it. Since the Gen2 Play:5 was released in November 2015, your Gen1 version did last at least 6 years - not great, but not far short (so far) on the Nakamichi. 

My Play5 failed with no power on.  A few here claim that it is an electronic unit and Sonos is justified in not offering an easy service but instead offer a 30% discount for a refurbished unit.  Their recommended reset solution is useless.  Changing the cable as a solution is total nonsense.  I have a Nakamichi sound bar that has run well for nearly 7years now.  I have a 50” TV with its sound system functioning flawlessly.  I have an old Sony shortwave radio that still pulls in stations from far east.  And for people to accept a two year old sound system to fail within this short time and trash it must be quite happy with mediocrity - what a shame!  And then comment that offering 30% discount on a “new” unit is “something they don’t have to do. If that isn’t backing their device, I’m not sure I understand what is.”  - a Sonos -fanboy?  I fully agree with Stymie222.  Adding a WiFi/BT interface to a speaker amplifier is so common when you look at all the wireless headphones one can buy these days.  Sonos does not want you to see how little electronics they have inside so they have a fully sealed unit.  I am tempted to force open it (since it is dead and not usable anyway) and see it for myself. The mistake most people make is to accept a product and fail to read the fine print warranty statements.  And the products are essentially throw away units like the ones we complain about coming from China.

Well Bruce, How many speakers have you owned in your lifetime that went out in just a couple of years. Most of mine would have lasted a life if I didn't think I needed an upgrade.

 

I live in a gated community and I handle most of the IT problems here. I sold a lot of Sonos here  with little problems. After hearing how a few of these went bad and Sonos will not replace them. I will not recommend these speakers.

As Airgetlam noted these are active speakers (containing electronics), not simple passive speakers. Ask anyone who owned a pair of passive speakers in the 1970’s and 1980’s with foam surrounds and they’ll tell you that “life” was 10 years at most.

In your IT experience, how many funky routers have you encountered?

I’ve never owned a speaker that was also a computer and network device before I owned a Sonos. Sure, the old ‘passive’ speakers had much longer lifetimes due to the fact that they had both limited electronics and were not directly plugged in to the wall, instead dealing with only the ‘filtered’ electricity through the amplifier. Nor did they have a built in operating system in them. 

But I’ve owned a Sonos since around the PLAY:5 Gen 1 was released, and am now north of 20 installed devices. While I’ve purchased newer devices, I’ve never needed to ‘upgrade’ a device, and they all continue to function. I have gifted that original PLAY:5 to another home, but at last check, it continues to operate on S1, whereas my home runs on S2. 

Beyond setting them up with reserved IP addresses in my router, something that should really be done with any networked device, I’ve never needed to do much fiddling with them. My WiFi, on the other hand, is a different thing, but that isn’t Sonos’ fault, they’re just a client of that network.

I would heartily recommend them, and in fact I have, to anyone looking for a ‘wireless’ solution. 

 

Well Bruce, How many speakers have you owned in your lifetime that went out in just a couple of years. Most of mine would have lasted a life if I didn't think I needed an upgrade.

 

I live in a gated community and I handle most of the IT problems here. I sold a lot of Sonos here  with little problems. After hearing how a few of these went bad and Sonos will not replace them. I will not recommend these speakers.

I’m not sure I understand what you mean by Sonos not backing the Sonos One. The device is fully covered by the same warranty as all other Sonos devices. If it is under warranty, Sonos replaces it, if it isn’t under warranty, I believe they offer a discount in the purchase of a replacement device, something they don’t have to do. If that isn’t backing their device, I’m not sure I understand what is. 

It kind of sad that Sonos does not back the Sonos One. Mine too has failed after a very short period. I have read too many bad reviews.

It’s odd, as my experience has been diametrically opposite of yours. I have 20 some odd Sonos devices, probably a third of them purchased as ‘open box’ items at Best Buy, dating back ten plus years, and have never had a single device fail. 

I’m sorry you’ve had such trouble. I do expect electronics as complex as Sonos to have a small failure rate, but it does seem egregious that it’s happened twice to you. 

I’m new to Sonos and am completely disappointed in the quality (assurance) of their products at this point.  When they work … they work and sound great, but they seem to have a VERY short lifespan for when they work.

Same issue as others on this thread, only I’ve purchased two (2) Sonos One devices - one in April 2021 and one in May 2021 - from the local Best Buy.  The one purchased in April stopped working by May and the one purchased in May stopped working in June.  BOTH devices only lasted about one month before they completely failed to power up any longer.

I have a significant amount of tech and A/V experience and lots of both in my homes.  I only decided to try the Sonos One option for my one summer home as it seemed like a nice cheap way to test their tech.  Glad that I did because it failed miserably.

Glad I didn’t invest in the various other options.  Was planning to use Arc/Sub on three TVs in this home and use the architectural series for a bunch of in ceiling and outdoor whole house audio work in a new home.  Sticking with my other vendors who have worked solid for 5-10 years already for me.

Sad that Sonos can make products that sound nice, but can’t make them reliable or with a consistent quality.

 

I have owned over a dozen Sonos products going back to the original ZP80/ZP100 bundle.  Not one of them has failed.  Matter of fact, my S1 products are humming along just fine at a relative’s home.  

So be careful which anecdotal brush you use to paint so broadly.  

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