Post a year and 2 months of use my 2nd gen Play 5 would refuse to turn on out of the blue. A quick google search confirmed a number of users facing the same issues across the Sonos product line.
On contacting Sonos, initially they asked me to send them a couple of photos showing the speaker connected to the power supply and the serial number. The customer rep said that this would be taken care at no cost to me. After submitting the photos, I receive a email for an RMA/replacement wherein they offered to ship a replacement for a whopping $280, which is more than half the original price of the Play 5. On enquiring further with the customer rep, I was curious to understand how did Sonos arrive at the replacement value without even going through my device.
I understand that a speaker like anything else can go kaput, however my problem here is the flat price tag to replace it with no guarantee that this would not happen with the replacement device. Ideally I would prefer if Sonos gave an option to ship the device to their facility, and based on the diagnosis send me a quote for replacement.
If I pay a premium for a high end speaker, I would expect it to last at least a couple of years given proper usage and maintenance. Truly disappointed with the turn of events. Has anyone faced a similar situation ? Are there any services that provide out of warranty service for Sonos speakers at a lower price point. I couldn't find one online.