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Has anyone else experienced that upgrade credits disappear from their SONOS profile?

Background is that I activated a 30% trade-up credit on an old Sonos Play 5 some years ago. I didn’t use the credit back then, but for a long time, I could see on my SONOS profile and I also received regular mails from SONOS where the credit was mentioned.

Now I am ready to use the credit but realize that it has disappeared from my profile. I know this is really more of a question for SONOS support than a community question. But I’m unable to find any contact details for SONOS support, so I’m hoping that someone will notice it here. 

According to the SONOS upgrade page, credits never expire: https://www.sonos.com/en-gb/upgrade

In spite of this, mine has somehow disappeared :/

Hope that someone can help

 

Do you still have the Play 5?

 

Maybe speak with Sonos Sales. Here is a link to contact them:

https://support.sonos.com/s/global-sales-help

Do you still have the Play 5?

 

No - I no longer have it.  I have another one, which I haven’t used for upgrade yet. But I need two credits for new products

Do you still have the Play 5?

 

No - I no longer have it.  I have another one, which I haven’t used for upgrade yet. But I need two credits for new products

Then the credit is gone when the new owner added it to their Sonos system, and they can now claim the upgrade credit.

Maybe speak with Sonos Sales. Here is a link to contact them:

https://support.sonos.com/s/global-sales-help

Good idea - thanks. I hadn’t come across that link

 

Do you still have the Play 5?

 

No - I no longer have it.  I have another one, which I haven’t used for upgrade yet. But I need two credits for new products

Then the credit is gone when the new owner added it to their Sonos system,

That doesn’t appear to be the case. The credit was visible on my profile for years after I got rid of the old unit. And I know it was being used. 

Do you still have the Play 5?

 

No - I no longer have it.  I have another one, which I haven’t used for upgrade yet. But I need two credits for new products

Then the credit is gone when the new owner added it to their Sonos system,

That doesn’t appear to be the case. The credit was visible on my profile for years after I got rid of the old unit. And I know it was being used. 

Speak to Sonos sales, you no longer own it, the new owner probably cashed the credit in recently. I sold a Play 1 and that showed as part of my system for about four years before it dropped off.

And the credit wouldn’t disappear from your account until such time as the device was factory reset, and then added to someone else’s account. Until that time, it, and the associated ‘credit’ would have remained on your account, but the moment the device was reset and associated elsewhere, the credit would move, too. 

And the credit wouldn’t disappear from your account until such time as the device was factory reset, and then added to someone else’s account. Until that time, it, and the associated ‘credit’ would have remained on your account, but the moment the device was reset and associated elsewhere, the credit would move, too. 

 

I don’t think that’s how it works. @Skyttegaard stated, he already applied for the credit, so it does not matter if he sells it or what not.  The credit does not transfer over when the speaker has a new owner.  I think.

 

However, the screenshots below shows how my credits appear when both available and redeemed already, and it’s clearly associated to the legacy product.  Not sure how that would work if the product is owned by another customer.

 

 

Do you still have the Play 5?

 

No - I no longer have it.  I have another one, which I haven’t used for upgrade yet. But I need two credits for new products

Then the credit is gone when the new owner added it to their Sonos system, and they can now claim the upgrade credit.

Is that really how it works? 

You can only claim the credit once per device, if unclaimed the next owner can take it.

You can only claim the credit once per device, if unclaimed the next owner can take it.

But there are actually 3 stages of the process if you will 

1 - Upgrade Eligible - If you have not claimed the upgrade credit, and the unit switches owners, the credit definitely is available to the next owner.

 

2 - Credit Available - I think this is the open question.  Does the credit stay with the original owner or does it travel with speaker to the new owner.

3 - Credit has been redeemed.  No one can use the credit again.

 

I’m of the opinion that in case 2 of your examples, iff it’s not been claimed by the original owner while the device was part of their system, it must travel to the new owner. Otherwise, Sonos would have put in their legal language on the credits something to the effect that discounts are not only one per device, but only for the original owner of the device (and no matter who currently owns it). Granted, I haven’t read this legal page in a long time, but that’s something I would expect to have stuck in my mind as a “huh? That’s dumb...and how do you track that?”

My 2 cents. If you’re not a North American, change that to the local currency :)

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