topic Re: Trying to claim in purchase free earbuds with Samsung Z Flip 5 in Offers & Add-ons

Trying to claim in purchase free earbuds with Samsung Z Flip 5

doncat2528 — Wed, 06 Sep 2023 14:38:25 GMT

I should have received a set of Samsung earbuds when I purchased my Samsung Z Flip 5 phone. I have spoken to 5 customer service agents and nobody has been able to help me with this matter. The process of getting to speak to customer services at EE is wearing me down and it takes so long! I have to listen to how wonderful the company is and has been for the past 10 years but that does not make it any easier to speak to someone. Can anyone help me to get my earbuds?

Re: Trying to claim in purchase free earbuds with Samsung Z Flip 5

XRaySpeX — Wed, 06 Sep 2023 15:14:54 GMT

@doncat2528 : When did you order it? The current offer is for a free ChromeBook.

Re: Trying to claim in purchase free earbuds with Samsung Z Flip 5

doncat2528 — Wed, 06 Sep 2023 16:28:26 GMT

Thanks for responding. I ordered it before it had been released. It should have been delivered on 10th August but the release was brought forward and I received it on 4th August 2023. The in purchase offer was definitely for the earbuds.

Re: Trying to claim in purchase free earbuds with Samsung Z Flip 5

XRaySpeX — Wed, 06 Sep 2023 16:35:57 GMT

The Shop page for that phone is missing a "Features" tab leading to the T&C's & claim procedure for the special offer altho' the Legal Bit states "The plan terms are below. For terms related to the device please refer to the “FEATURES” tab." I have raised this with the EE Staff here.

Re: Trying to claim in purchase free earbuds with Samsung Z Flip 5

James_B — Wed, 06 Sep 2023 17:01:45 GMT

Hi @doncat2528,

Welcome to the EE Community. 🙂

To claim your free Galaxy Buds2 Pro, please visit samsungoffers.claims/sam/giftbuds2pro/en-GB.

Thanks

James

Re: Trying to claim in purchase free earbuds with Samsung Z Flip 5

doncat2528 — Wed, 06 Sep 2023 17:15:01 GMT

Thanks for your response James. The only problem is that I do not have a proof of purchase from EE. All communications were done through SMS and since my new phone arrived, i can no longer access SMS messages before 5th August 2023. I am paying for the balance of my phone (I traded in my old Z flip 3) by Direct Debit so I wonder if I could use that information as proof of purchase?

Re: Trying to claim in purchase free earbuds with Samsung Z Flip 5

James_B — Wed, 06 Sep 2023 17:23:21 GMT

Hi @doncat2528,

If you no longer have the delivery note that came with your phone, please get in touch with Customer Care to request a duplicate proof of purchase.

They'll be happy to help. 🙂

James

Re: Trying to claim in purchase free earbuds with Samsung Z Flip 5

doncat2528 — Wed, 06 Sep 2023 17:24:27 GMT

Hi again James

Would a copy of the Delivery Note suffice for a receipt of purchase?

Re: Trying to claim in purchase free earbuds with Samsung Z Flip 5

doncat2528 — Wed, 06 Sep 2023 17:27:17 GMT

Thanks again James, I actually do have the delivery not that came with my phone so I will go ahead now and try to get the earbuds.

Re: Trying to claim in purchase free earbuds with Samsung Z Flip 5

James_B — Wed, 06 Sep 2023 17:29:18 GMT

That's great @doncat2528 🙂

That should be all you need to process your claim with Samsung.

James

Re: Trying to claim in purchase free earbuds with Samsung Z Flip 5

doncat2528 — Fri, 08 Sep 2023 08:28:43 GMT

Thank you so much James. This worked for me. I did have to contact EE Customer Services to get the relevant information, such as actual date of order and delivery as well as the order number.

I now have an email saying that my claim has been approved and that I will receive my Buds2 within 45 days.

I would like to say a big Thanks to Paige at EE Customer Services who sent me the email with the required information as well as Hollie. at EE Customer Services, who was also very helpful.

Re: Trying to claim in purchase free earbuds with Samsung Z Flip 5

Christopher_G — Fri, 08 Sep 2023 09:28:04 GMT

Great stuff, @doncat2528

Thanks for letting us know. 🙂

Chris