Hello everyone, On 10 December 2025, I ordered the **Sonos Ace – UK/EU/AU/IN (Black)** model via the official **Sonos website (sonos.com).
My invoice lists the following items:
Price: **£340.26
Total discount: **–£130.00
Final order amount: £268.95.
However, I have recently encountered a problem that I cannot explain: **as soon as the headphones are fully charged, the sound immediately cuts out – I can no longer hear any music.
I have already tried completely discharging the headphones and pairing them again, but the problem persists. So it doesn't seem to be a problem with the connection or the playback device.
In addition, I can only view my invoice via my Sonos account on the website. I haven't found a separate invoice sent by email. Perhaps this is normal for Sonos, but it makes it difficult to attach or present the proof of purchase directly, for example, in the event of a complaint. In everyday life, this is comparable to when you only find the invoice in your customer account at online retailers such as Apple or Samsung and have to download it manually each time – i.e. you don't receive it immediately as a PDF via email.
I would therefore like to politely ask:
Could someone from Sonos please take a closer look at this issue?
What is the best course of action in this case?
Is it possible to obtain a **replacement device** or, if repair is not possible, receive **a refund**?
Thank you in advance for any helpful feedback and support!
Yours sincerely,
Leo
