Sonos One dead (cannot power up).


Userlevel 1
  • 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.


40 replies

Userlevel 1

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.

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.

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. 

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?

Userlevel 1

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.

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

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.

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. 

Same here in Spain, my Sonos One (Gen 1) which has been working fine since bought in May 2018 has powered-off today and will not power-on; I’ve tried unplug/plug-in, different socket, different cable (from a still working Play:1) all to no avail. #AnotherOnebitesthedust! 

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’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.  

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. 

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.

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.

 

 

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,

Userlevel 1

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.

Userlevel 1

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,

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. 

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. 

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. 

What did Sonos say, when you contacted them?

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.

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