How did they help? Your expensive speaker is still broken. All they accomplished is making it likely to get another direct sale. Anybody can get a 20% discount on almost any Sonos product by buying it retail instead of direct.
I wasn't asking for anything. I wouldn't expect much help from Sonos, and, indeed, and the OP got what I'd expect.
If pressed, I'd wish at least an aspiring boutique manufacturer like Sonos would make service manuals and replacement parts available. But again, I wouldn't expect them to do that unless they were forced to. (And it may not have been viable or cost effective for the OP in any event.)
I don't think the expectation is to do it for free, but it sure would be nice if companies could repair their expensive products for less than the cost of a new system.
Modern electronics is just planned obsolescence + replacement.
