Depends on the savvy of your customer. If they already use iTunes, then it makes sense to let them continue to use it to rip their CDs. WMP is another that a lot of Windows users who do not use iTunes are familiar with. Aside from those "default" apps that are included in the OS, there are literally thousands of "CD ripping" apps available. Some are easy to set up to be automatic, so when you load a disc, it rips it and stores it where you want it. Some are more interactive, so users need to be somewhat computer literate to configure and use them.

I am sure there are some threads on SONOS' forum that go into detail on different programs and their pros/cons.

You can program SONOS to automatically update the music index every 24 hrs. at a time of your choice. Or the option to manually update it is available from the UI.

But yeah, the Escient needs to go. It will die. And it might be repairable....it depends on how many spare parts are available from other dead units when you send it in. :)