Why don't Sonos offer a repair service?


Userlevel 3
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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?

83 replies

Userlevel 5
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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!!.
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 I still have some of that stuff, but it is obsolete.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
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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.
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.
Userlevel 7
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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.
Userlevel 7
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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.
Same bad experience here.
I have a faulty Connect and I have to pay A$ 389 + 10% tax for the replacement unit which is 75% of the new unit.
It seems that Sonos products can't be repaired.

How old was your Connect?

Bought it on 2016

Assuming you bought it new, that's really quite recent. You might want to try pressing Sonos for a better deal: there's no way you've had 75% of the expected value of the Connect in less than three years of use.


Yes, I bought it new and barely out of warranty.
I just can't accept that I have to buy replacement unit at that price.
My other stereo equipments can be repaired at much lower cost.
Userlevel 7
Badge +20
Same bad experience here.
I have a faulty Connect and I have to pay A$ 389 + 10% tax for the replacement unit which is 75% of the new unit.
It seems that Sonos products can't be repaired.

How old was your Connect?

Bought it on 2016

Assuming you bought it new, that's really quite recent. You might want to try pressing Sonos for a better deal: there's no way you've had 75% of the expected value of the Connect in less than three years of use.
Same bad experience here.
I have a faulty Connect and I have to pay A$ 389 + 10% tax for the replacement unit which is 75% of the new unit.
It seems that Sonos products can't be repaired.

How old was your Connect?


Bought it on 2016
Userlevel 7
Badge +20
Same bad experience here.
I have a faulty Connect and I have to pay A$ 389 + 10% tax for the replacement unit which is 75% of the new unit.
It seems that Sonos products can't be repaired.

How old was your Connect?
Same bad experience here.
I have a faulty Connect and I have to pay A$ 389 + 10% tax for the replacement unit which is 75% of the new unit.
It seems that Sonos products can't be repaired.
We have just moved into new home. Theatre, Sonos in place. Wifi cabled to house and connected. But we don't know how to connect theatre, how to use Sonos and we need Wifi extended to reach every room. We don't have the routers, so we'd also need them to tell us what to buy before they arrive

dont do it, its a money pit

..... their systems are so fragile, the amount of time you spend fussing you may as well get out of your seat and change a cd, more reliable and better sound quality
We have just moved into new home. Theatre, Sonos in place. Wifi cabled to house and connected. But we don't know how to connect theatre, how to use Sonos and we need Wifi extended to reach every room. We don't have the routers, so we'd also need them to tell us what to buy before they arrive
I’m so frustrated with Sonos. As many of you, I’m heavily invested in hardware and to replace the whole thing would be such a waste. I mistakenly purchased THREE Play 5 Gen 1 units when they came out (along with others). The last 18 months, two went and only one was under warranty through the third party vendor (store) that I bought it from. Now the third one has gone and I’m disappointed that with all the complaints and known issues with the Gen 1, Sonos isn’t taking care of its early adopters. I don’t want to spend another £350 / $500 on another unguaranteed product - I just want to fix mine! My father continues to laugh at me because his speakers are over 25 years old and he’s never had a problem with them.

Get it together Sonos! Your Gen I customers are the reason you’re successful now...


They are not being honest about the lack of a repair process, most products can be repaired and its just weird that they think this is acceptable.

Essentially, everything they make is there to be replaced after a few years. If you look at the Sonos Bridge it has tiny holes underneath for ventilation, this is bound to fail as it will overheat as did mine.

NO POINT COMPLAINING> they know what they are doing
I’m so frustrated with Sonos. As many of you, I’m heavily invested in hardware and to replace the whole thing would be such a waste. I mistakenly purchased THREE Play 5 Gen 1 units when they came out (along with others). The last 18 months, two went and only one was under warranty through the third party vendor (store) that I bought it from. Now the third one has gone and I’m disappointed that with all the complaints and known issues with the Gen 1, Sonos isn’t taking care of its early adopters. I don’t want to spend another £350 / $500 on another unguaranteed product - I just want to fix mine! My father continues to laugh at me because his speakers are over 25 years old and he’s never had a problem with them.

Get it together Sonos! Your Gen I customers are the reason you’re successful now...
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?


yep! Me too!

Thing is, you can find repair solutions on the web, ie, how to replace the wifi card. So it is possible. My connect has failed and I'm dammed if i'm going to like Sonos get away with this. Next step trading standards.
I have found my experience with Sonos customer support was well mannered. Like many of you, I have found one of my Sonos (Play 5 gen 1) simply didn't power up and Sonos had kindly offered a discount at £359 for a Play 5 gen 2. Although I've been offered a better product, but I rather repair than get a newer speaker-more environmentally friendly and also why spend more money?

However I do find it slightly hard to understand Sonos doesn't offer any repair services. I grew up with Bang and Olufsen in New Zealand, even they provide repair services at the bottom of the world in the 90s! Sonos is a GLOBAL company now, not a small start up. They can at least provide repair services in major cities or town. IMHO there are no excuses that their equipment is this "complicated" to repair. I collect watches, Rolex and Patek will not say to you, I will give you a discount to buy a new one because your watch no longer functions, they fix it (or even send it back to Geneva) and I am sure is more complicated than Sonos when we are talking perpetual calendar or minute repeater functions.
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I contacted Sonos support regarding a Connect ZP80 unit that won’t update. Their attitude was terrible. All they want to do it sell me a replacement unit for £249 exchange. A brand new one is only £309. This must be a real simple repair but they won’t tell me if it is. Sorry Sonos, but I won’t be paying that or buying anymore products from you. I have 3x Play 1’s, a Play 3, a Play 5 and a Connect Amp. Years of brand loyalty for nothing.
Userlevel 7
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.... They are just a little bit better at hiding it than the guy who comes right out and mentions the CR100 (See above). Best to just ignore it.
I cannot find the post with CR100 mentioned anywhere, am I just bad at finding it or has the post been "moderated"? 😳
Userlevel 7
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Today I was contacted back by SONOS support and they explained the £350 charge was due to the fact that they would replace my broken 1st gen Player 5 with the latest generation (which currently sells for twice what I had originally paid). I argued back that I was not particular interested in the new Player 5 and would rather accept a Player 3 if that would allow them to waive the fee.
I also stated how many Sonos devices i own and that i had considered myself a loyal customer up to this point (including recommending SONOS to a number of friends which resulted in purchases).
They offered me in the end a replacement under warranty. So I am a happy camper. Though I still find SONOS' approach and fee structure questionable and would urge them to reconsider their practices. Charging reasonable fees would safe them the hassle of arguing with disgruntled customers and is possibly not more expensive than waiving unreasonably high fees ever so often. I do like that they offer sending the new unit first, so one can reuse the packaging for the return.

I am by no means a "Sonos fan-boy" but being offered an upgrade from 1st gen to 2nd gen for half price does not seem too shabby to me. Sonos then went on to offer a warranty replacement, ok it took a bit of pushing, but that also seems like good customer service to me.

Looks like Sonos have not forgotten all of their old customer service ethos, even if recently have done much to ruin their great reputation in this area.
Userlevel 1
Today I was contacted back by SONOS support and they explained the £350 charge was due to the fact that they would replace my broken 1st gen Player 5 with the latest generation (which currently sells for twice what I had originally paid). I argued back that I was not particular interested in the new Player 5 and would rather accept a Player 3 if that would allow them to waive the fee.
I also stated how many Sonos devices i own and that i had considered myself a loyal customer up to this point (including recommending SONOS to a number of friends which resulted in purchases).
They offered me in the end a replacement under warranty. So I am a happy camper. Though I still find SONOS' approach and fee structure questionable and would urge them to reconsider their practices. Charging reasonable fees would safe them the hassle of arguing with disgruntled customers and is possibly not more expensive than waiving unreasonably high fees ever so often. I do like that they offer sending the new unit first, so one can reuse the packaging for the return.
Userlevel 2
Badge +3
for informational perpose
If you Live in the UK sevenoaks sound and vision and richersounds offer an 6 year warranty on all sonos products. i got mine from sevenoaks sound and vision

You mean there's nothing fishy about buying defective equipment on ebay, then calling in to Support for a replacement? ;)


Don't bother. The poster is one of the CR100 folks, and has made it his mission to foment disappointment and/or spoil support of Sonos wherever they can. They are just a little bit better at hiding it than the guy who comes right out and mentions the CR100 (See above). Best to just ignore it.
[...] Past instances of OEMs denying customer care based on how the components were purchased have been found illegal in the courts. For example, Peugot in France tried to deny French customers of Peugots bought in Belgium their warranties as means of ensuring that French citizens would keep buying higher-priced cars in France - the EU court struck this down. I see Sonos' similar treatment of folk who bought their components outside the official channel as no different. This wouldn't be as pressing an issue if non-Sonos repairs were easily obtainable.
You mean there's nothing fishy about buying defective equipment on ebay, then calling in to Support for a replacement? 😉
A fuss about nothing??!! Its $500! If thats nothing to you then I guess your one of those people that just pile expensive electronics on the curb because it don't march your decor any more. This thing stopped working after I was made to accept the latest firmware update and I should just accept that? Maybe you...but not me
That was just a coincidence.

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