topic Re: Terrible service !!!!!!! in Offers & Add-ons

Terrible service !!!!!!!

ReoSingh — Fri, 24 Feb 2023 21:30:36 GMT

I upgraded in December 2022 also to the Z flip. I actually upgraded on 6th December.

I have still not received my Glaxaxy Buds 2 Pro !

I have called several times and each time I have called I have been told that my query has been logged and raised and that I will get a response in 7 days. I do not receive any response!

I have raised a complaint about this in January 2023 however I have had no phone call or email about the complaint.

I have called EE again today and I have been told that the complaint is still open and there is no estimated response time ???

I got told on the phone call today that I need to contact samsung myself to claim the galaxy buds 2 pro.

I have spent a long time searching the samsung website and I cant find anywhere to claim. I have called Samsung and spent over an hour on the phone to be told I need to get back in touch with EE.

I have just googled this promotion and found this forum and I am hoping to get some kind of solution.

All I want is to get the Galaxy Buds that were part of the promotion.

I am going round in circles, it shouldn't be this difficult!!!

Please help!!!!

Re: Terrible service !!!!!!!

Northerner — Sat, 25 Feb 2023 09:20:58 GMT

Hi @ReoSingh

According to this thread:

https://community.ee.co.uk/t5/Offers-Add-ons/Z-Flip-4-buds-promotion/td-p/1208626

You will receive then 15-30 days after purchase. This is not a claim from Samsung promotion. You'll have to keep chasing EE CS on 150

Thanks

Re: Terrible service !!!!!!!

James_B — Sat, 25 Feb 2023 09:21:25 GMT

Hi @ReoSingh,

Welcome to the EE Community. 🙂

On what date was your order placed in December?

James

Re: Terrible service !!!!!!!

ReoSingh — Sun, 26 Feb 2023 10:09:38 GMT

My order was placed on 6th December.

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Re: Terrible service !!!!!!!

ReoSingh — Sun, 26 Feb 2023 10:10:38 GMT

Thanks mate. Been onto EE about it for months now!

Sent from Outlook for Android<>

Re: Terrible service !!!!!!!

James_B — Sun, 26 Feb 2023 10:20:52 GMT

Hi @ReoSingh,

The offer started on the 6th so you ordered in the eligibility period.

Do you have any discounts on your plan?

James

Re: Terrible service !!!!!!!

ReoSingh — Sun, 26 Feb 2023 12:04:38 GMT

I traded a phone in as part of the deal to get £14 per month off.
I have messages to say I was in the eligibility period and the person I spoke to on the phone when going through the deal also confirmed verbally that it was part of the deal, I am sure this call was also recorded.

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Re: Terrible service !!!!!!!

James_B — Sun, 26 Feb 2023 12:09:36 GMT

Hi @ReoSingh,

There are some discounts that weren't compatible with this offer.

Please get in touch with Customer Care so a member of the team can check your eligibility.

Thanks

James

Re: Terrible service !!!!!!!

ReoSingh — Sun, 26 Feb 2023 13:14:38 GMT

https://community.ee.co.uk/t5/Offers-Add-ons/Z-Flip-4-buds-promotion/td-p/1208626?emcs_t=S2h8ZW1haWx8bWVudGlvbl9zdWJzY3JpcHRpb258TEVKUjVGUDA3UFZLTE18MTIzMjA1OHxBVF9NRU5USU9OU3xoSw

This tread says it should have been auto filled, one of your colleagues gave someone this advice.

Does the same not apply to me.????

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Re: Terrible service !!!!!!!

James_B — Sun, 26 Feb 2023 13:21:04 GMT

Hi @ReoSingh,

Yes, this is an auto fulfil offer. Please get in touch with Customer Care so we can check the discount on your account is compatible with the offer.

James

Re: Terrible service !!!!!!!

ReoSingh — Sun, 26 Feb 2023 19:14:38 GMT

Ok, this will be the 5th time I will be calling the customer care team.
This is the problem, no one at EE is listening. I have been calling you and you give me a different response.
When I first looked at this forum I was pleasantly surprised at some if the simple responses and solutions offered to customer.
I thought I would get the same.
I guess not.
Same response again, call the customer care team.
This has been going on for 3 months.
Surely EE cannot think this is acceptable????

Sent from Outlook for Android<>

Re: Terrible service !!!!!!!

Leanne_T — Mon, 27 Feb 2023 07:40:37 GMT

Hi @ReoSingh

I am very sorry to hear this.

We have no account access on the community to get this looked into for you.

Please do try calling us again to check the eligibility for the offer and get this investigated.

Let me know how you get on.

Leanne.