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Upgrade credit disappeared

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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

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Ken_GriffithsAnswer

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

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

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Belly M

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

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melvimbe

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.

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Danny

Airgetlam

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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Bruce

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