Recently completed a job where we installed a 50" LG with a Sonos Playbar and sub- great, customer loves it.
This room was the primer for the coup de gra, 65" Sony 4K, custom Sonance soundbar, sub, Marantz 7705, 5 channel amp, Apple TV, cable box, blu ray player, Music Hall record player, RTI T2X.
This portion of the job took some time, getting the speaker made, a complication with the TV, time between other jobs.
Recently customer lost power as there was an issue with the sound, he made veiled intimations about the Sonos Playbar working better than the big system. I replaced the Marantz with an advanced replacement and reprogrammed everything. Guy was happy...ish
There is a recurring issue where the sound is getting dropped on espn and espn2. So I get a text last night saying he isn't happy and never has been with the system, basically is tempted to rip half of everything out and wants a Sonos Playbar instead.

Obviously there is a small issue with the sound, most likely the cable box- but it seems like a moot point to try and replace/fix if he just doesn't like the system.
He did sign off on everything and a lot of the system was custom, in my opinion - take out the soundbar, but tell him- it is yours?

Do the sound problems occur when using the bluray and apple tv?

Yes on the Apple TV, but that was before I did the advanced replacement.

So the audio drop out is on all sources?

Can you run digital audio from each source to eliminate the HDMI audio portion.

I hate when an awesome system takes TLC and folks lose faith. I get it but I hate it. He will be happy five years from now when he wants to upgrade some and only needs to change the AVR and not the whole system.

whats this "custom' built Sonance soundbar you speak of? Are you referring to the adjustable Sonance speaker bar?

Meant special ordered...

On the first receiver I switched to separate digital cables, and then had to use analog till I got the replacement. Not sure the replacement was even necessary, but I tried everything to rectify the audio drop out. Could the TV be at issue? Cec is off, arc input on the TV is not in use.
Not sure if I will even get the chance to troubleshoot.

The chance to trouble shoot is always there. If your are willing to show up and stand behind the install folks will understand.

Be honest and explain this in a way to not devalue the gear.

Are you running audio through the tv into the processor! If so, don't. Check settings on the cable box. Does it drop out with the bd?

Could be the cable box, the only variable that relies on an entity out of your control, try swapping cable box. Too nice of a system not to follow up and get right. End of the day, communication is important here, problem is fixable, and needs to be resolved. If you don't, bad reputation hit, if you do, client for life, especially if it is th cable and you let then know it.

No audio to the TV, I double checked. Cable box audio is set to fixed, it is a Verizon FiOS (Motorola I think) - the one with the big plastic face. On the Marantz I have the audio set to digital coax- everything else is set to hdmi audio. I will see about switching to another cable box.
I was out of it and meant to say custom built Leon-

For the money spent, I haven't been too impressed with Leon sound quality. I don't understand the thread title though. Leon isn't the cause of your issues. It should probably be titled HDMI vs Sonos

The Leon vs Sonos reflects that the customer keeps talking about losing the Leon in favor of a Sonos Playbar. I have no problem putting in a Sonos, handing him the Leon, but would rather salvage the job.

How would you run the turntable through the playbar?

Seems that the issue is at the Marantz, not the Leon. Leon are decent speakers and will sound better than a Playbar, but not when the AVR behind the speakers keeps dropping out.

Yes, receiver is part of the issue, not the speaker. In the customers mind, the Sonos is the better option. I just spoke with him and he said he would rather not do anything drastic, so I am able to troubleshoot and hopefully resolve the issue. I'm thinking the threat if using Sonos was his carrot to resolve the issue or else.

We shall see how this turns out.

Which LEON soundbar did you use?

I like many others have not been impressed with LEONS SQ for the money. I completely disagree with roddy and that a LEON soundbar sounds better then a Playbar. I recently did a James 1.5" playbar, comparable to LEON in pricing (slightly better build quality IMO) but was underwhelmed with its SQ too, although it did sound better then any LEON soundbar i have done. I understand its physics and am curious with a 3.5" deep James bar going in this week.

Im not saying LEON sucks (or james), i just think a soundbar is a last resort option if separates cannot be used (in-room/in-wall) I will also say without a doubt that the playbar is the best sounding soundbar under $2500 BAR NONE. it simply sounds fantastic and for its price cannot be beat for it SQ. Looks are butt ugly though, but i completely get where your customer is coming from. Infact i will not even offer the playbar as a option when there is another soundbar in another room (leon,james,sonance etc)

I do agree with others though your issue is with the marantz. A few weeks ago i had a similar issue, i replaced the HDMI going to the TV from the AVR and the issue was solved.