Why don't Sonos offer a repair service?



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Userlevel 7
Badge +21
My other stereo equipments can be repaired at much lower cost.

Really? Can you provide sample numbers?

A tech generally will cost %100-$150 to open any box of electronics in 2019. Then they have to poke around inside, figure out what is up (hard to do for "unusual" items such as these), order the parts (some of which are hard to find) then fix it. In the US the labor rate means this basically isn't practical for cheap electronics such as most Sonos gear. If you could ship it to a low labor country (eg China) then repairs may be more cost effective, but then you need to add shipping costs.

If a longer warranty is desired for electronics, then buy one when you buy the device. Lots of companies offer extended warranties and so do many credit card companies.
Userlevel 7
Badge +21
Lets try another example: I tipped coffee into my Lenovo laptop (not my smartest morning). I went to the recommended Lenovo repair location, they wanted $75 to look at it. The parts were $250 and labor was $120. Was this worth it? For a $2500 laptop, hell yeah. These economics are not practical for "cheap" Sonos gear, even assuming there were recommended repair locations (which there are not) and available service manuals (which I don't believe exist). Never mind the rare parts in the older stuff.
My other stereo equipments can be repaired at much lower cost.

Really? Can you provide sample numbers?

A tech generally will cost %100-$150 to open any box of electronics in 2019. Then they have to poke around inside, figure out what is up (hard to do for "unusual" items such as these), order the parts (some of which are hard to find) then fix it. In the US the labor rate means this basically isn't practical for cheap electronics such as most Sonos gear. If you could ship it to a low labor country (eg China) then repairs may be more cost effective, but then you need to add shipping costs.

If a longer warranty is desired for electronics, then buy one when you buy the device. Lots of companies offer extended warranties and so do many credit card companies.


Here in Indonesia,where I live, if you bring out of warranty AV receivers from any major brands; Marantz, Onkyo, Denon and Yamaha to their service centres, they will charge around $30 for inspection. McIntosh service centre will charge around US$ 50 for inspection.
Just replaced the HDMI board on my Onkyo receiver and I paid US$200 including parts and service.
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Sonos offered me a whole $56 discount on the price of a brand new Connect for out of warranty replacement and the only issue with the unit was the wifi wasn't working. Honestly, I considered that an insult. They refuse to make parts available to the repair trade and then reem you royally as well. Don't get me started on their app support.
Userlevel 1
Badge +2
Maybe they could offer discounts depending on a users investment. I have spent thousands on Sonos, and if all I get is 4 years before I have to replace it, out of my own pocket, maybe it is time to look elsewhere. But, hard to do after you spend a fortune, they got you by the short a curlies. BTW, back in the old days, when I bought a nice amp, Sansui, Harmon, Radio Shack, they lasted FOREVER. I still have some of that stuff, but it is obsolete. Great for the cottage.
Cheers
Userlevel 5
Badge +12
It's very odd there is no "parts" support.

It's like writing a motorcycle off because Yamaha/ Suzuki et all won't supply a camshaft.

Just looking at my Playbar/ Sub/ Play-1's. All out of warranty, trying not to add up cost of replacements!!.
Sonos are no longer a young start up, that has not had time to think about repair. Sonos, like all electronic products, occasionally one goes wrong. Your products are expensive to buy, and you could set up a repair workshop and repair them (or even contract it out). I'm sure this could be a revenue centre not a cost centre.

I am a long time user with a reasonable investment in Sonos (seven units) - or six working units and a faulty one!

I used be proud of my Sonos system, and promote the Sonos products amongst my friends, but this looks like you don't care about your users. If users don't feel valued, they stop caring about the company.

How many other users have faulty units at home?Sonos are no longer a young start up, that has not had time to think about repair. Sonos, like all electronic products, occasionally one goes wrong. Your products are expensive to buy, and you could set up a repair workshop and repair them (or even contract it out). I'm sure this could be a revenue centre not a cost centre.

I am a long time user with a reasonable investment in Sonos (seven units) - or six working units and a faulty one!

I used be proud of my Sonos system, and promote the Sonos products amongst my friends, but this looks like you don't care about your users. If users don't feel valued, they stop caring about the company.

How many other users have faulty units at home?
Just had sub which went dead. They dont repair at least not fir the customer. They replace it for you at 80% the cost of a new one. The old one they then repair it and sell it refurbished for 80% the price. Wow what a way to make money on hapless customers who got their faulty products

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