Contributor I

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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

Belly M

Do you still have the Play 5?

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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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SkyttegaardAuthor

Contributor I

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

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Belly M

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.

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SkyttegaardAuthor

Contributor I

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

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SkyttegaardAuthor

Contributor I

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.

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Belly M

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.

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Airgetlam

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.

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Bruce

melvimbe

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.