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Improved Support For Roon Dealers
Posted on April 13 2020
As the world continues to change and evolve, Roon strives to evolve along with it. Roon has been working to improve the way they partner with and support their dealers, and below are some details on their plans for the future.
Subscription sales
In the past, if you purchased an annual or yearly subscription for a customer, you earned a credit which could be applied to the purchase of a Nucleus at retail price. Roon has identified several issues with this program:
- It often wasn’t clear how many licenses a dealer had sold.
- Some sales (particularly trials) were not correctly attributed because customers acted on their own rather than signing up with their dealer.
- Distributors / dealers wanted more choices about how to redeem their credit.
- Import / export logistics makes it almost impossible in practice for our international partners.
As a result, Roon has decided to start over, and the program in its current form is being discontinued effective immediately.
The first step is to clean up by getting everyone their credits earned and applying those to their account. These can be used towards Nucleus purchases at your normal cost.
Please contact Kevro or sales@roonlabs.com with what you believe you have earned in subscription sales. We will reconcile those figures with our system and provide you a statement.
Roon is currently developing a new system that will reward Dealers with credits to their account for participating in referrals. You won’t need to register users or sell them subscriptions; the new system encourages the customer to participate in the referral with you, so you’re connected and earn credits to be used on your account. This is a work in progress, and more details will be announced as soon as Roon has dialed in and completed their new system.
Distributor / Dealer support
While many distributors / dealers have been happy with the support they’ve received on the Roon community site, there have also been frustrating cases in which communication with Roon hasn’t been ideal.
Roon has taken their first step in moving this forward with distributor / dealer support through direct email with the Roon support team. This help desk system can be accessed by sending email to dealersupport@roonlabs.com, where you’ll receive an automated response and a follow up from a technician.
Roon hopes that this new system will result in better, more timely support and will give you confidence that they are there for you every step of the way.
Thank you for your support and enthusiasm for Roon!
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