Sonos replacing some Ace headphones due to ANC static noise issue

Update 15/06/24 10:23 am (IST): A Sonos employee took to Reddit to shed more light on how the company is handling the situation. Here’s what they said:

The team is very much aware of this. The current course of action in Support is to swap these out, which means yes – you do need to call in to Support to get these swapped if you purchased these directly from us. If you went through a retailer, it might be easier for you to explore that route of swapping so you can get back to listening static-free ASAP.

Note: This doesn’t effect every unit. Swapping out the device is just the quickest way to resolve this on your (the customer’s) side while our team is actively investigating this.

Original article published on June 7, 2024 follows:

In their in-depth review, The Verge says the Sonos Ace, the company’s first headphones, feel rushed. And indeed, fresh off the heels of a controversial app redesign that is still being mitigated through updates, Sonos finds itself in hot water once again. This time, users of the newly released Sonos Ace headphones are reporting a persistent buzzing or static noise issue, particularly when Active Noise Cancellation (ANC) or Aware mode is enabled. This issue has sparked a wave of frustration among users, who have taken to forums and support channels to voice their concerns.

The issue seems to primarily affect the right earcup. While some users have been successful in obtaining replacements from Sonos, others have been told by support that the issue is known and under investigation. The timing couldn’t be worse for Sonos. The company is still reeling from the backlash over its recent app redesign, which was met with widespread criticism from users. This latest problem only adds fuel to the fire, raising questions about Sonos’ quality control and customer service.

One user shared, “Basically after testing my Sonos Ace today I’ve noticed that in my right ear (when on noise cancelling) there’s a static or buzzing sound almost like the mics for noise cancelling are not working properly.” Another user mentioned, “I got my Sonos Ace headphones today & I’ve noticed the same issue. I can hear a gentle static buzz in the right ear.”

One particularly frustrating aspect of the issue is the workaround suggested by some Sonos support representatives: simply turn off ANC. This solution is understandably unacceptable to users who specifically purchased the Sonos Ace headphones for their noise cancelling capabilities. After all, why pay a premium for a feature you can’t use?

While some users have speculated that it could be a software issue, the fact that Sonos is offering replacements suggests a potential hardware fault. “I did the updates and can confirm still no buzzing/static in the right ear with or without ANC activated,” one user confirmed, adding weight to the argument that not all units are affected, possibly pointing to a faulty batch. However, the fact that replacements are being offered rather than a software fix raises the possibility of a hardware problem. If the issue were software-related, Sonos could easily push out an update to address it.

Sonos support has acknowledged the issue, and replacements are being granted. One user recounted their experience with support, saying, “I used the Support Chat this afternoon, and eventually got through to a real person. They said the issue was a known issue… and then finally came back to say that a replacement was authorised.” Another user echoed this sentiment, noting, “Just got off the phone after 1hr 37mins, they’re going to replace.”

This issue is a significant concern for Sonos, especially following the recent controversy surrounding its app redesign. The redesign was heavily criticized for being less intuitive and for removing key features, leading to widespread dissatisfaction among loyal users. The added pressure of a potential hardware fault in a flagship product like the Ace headphones only compounds the challenges facing Sonos.

Despite these issues, the proactive step of replacing faulty Ace headphones does indicate that Sonos is taking responsibility. If the problem were purely software-related, a new firmware update would likely suffice. The need for hardware replacements points to a deeper issue, possibly a flaw in the manufacturing process or a defective batch.

Either way, the company needs to act quickly to address the issue and reassure customers. A prompt resolution could help to mitigate the damage to Sonos’ reputation. However, if the issue persists or is not handled transparently, it could further erode customer trust and loyalty.

For now, Sonos Ace users are left with a difficult choice: live with the static noise, turn off ANC, try their luck with a replacement, or return their headphones altogether. One thing is clear: Sonos needs to get a handle on this situation quickly before the Ace headphones become another black eye for the company.

Featured image: Sonos