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I've had a 5 for three years, it's been played daily in the kitchen but never moved, it's been faultless,
Over the past few weeks it started to intermittently lose signal,his got worse with it finally packing up a few weeks ago, when switched on the light simply flashes white, it won't pick up the router when hardwired in, and it won't even complete a factory reset, the white light flashes no matter what
I have a couple of other Sonos that work fine
I've been on to customer support, its 3 years old so out of warranty, they've offered to replace it at a cost of £350...
Anyone else had this? I thought they were great products until this happened, my old hifi units used to get the same treatment and they've been fine for 20 years...
Not had any similar problems with any of mine (oldest 2011).
You might be able to get a bit of diagnostic info through the web interface. This is also useful for diagnosing mesh signal issues etc.
I had a play3 die a couple of years ago. it was maybe 18months out of warranty and took a bit of email to and fro before they agreed that I was a values customer and they should replace it for free.
The initial response was 'tough, suck it up"
Thanks, I'll take a look at that
Maybe... but then your old hifi didn't have to do as much stuff and certainly didn't have to connect to a wifi network!my old hifi units used to get the same treatment and they’ve been fine for 20 years…
More technology = more to potentially go wrong
its 3 years old so out of warranty
But it's still covered by the Consumer Rights Act (or SoGA depending on exactly when you bought it) and that states you can claim against a fault for up to six years after purchase.
CRA states that a product has to be of "satisfactory quality." A ten quid bluetooth speaker packing in after three years really owes you nothing. A speaker costing £500 dying after three years I'd argue was very much unsatisfactory.
I would, obviously, try the nectar approach first. "Valued customer" and all that as @mrchrispy suggests, doubly so as you've bought several of them. But it's an avenue you could pursue if they don't roll over.
Currently trying to get something done about my 20 month old soundbar that's packed up. It's a painful process dealing with the manufacturer.
Sounds pretty crappy customer services to me for a premium product.
Would put me off buying sonos !
But your warranty is with the retailer, not with Sonos to be fair to them.
But your warranty is with the retailer, not with Sonos to be fair to them.
Not quite.
Your statutory rights guarantee is with the retailer. Any warranty is provided by Sonos is in addition to your statutory rights. It's a good point though, in that if you're going down the CRA route then it should be with the retailer.