topic Re: Galaxy 6 watch not arrived. in Offers & Add-ons

Galaxy 6 watch not arrived.

Clivenash — Fri, 20 Oct 2023 18:36:10 GMT

Having ordered a Galaxy S23 Ultra 6 weeks ago on the strength of receiving a Galaxy watch 6 as a "free" gift. I am still waiting for any confirmation of its existence.

I have spent well over 4 hours on the phone on various occasions to customer services and although they confirm that my order qualifies in every way they don't seem to be able to process the watch to the confirmation and despatch stage. I was even asked to ring Samsung directly myself who stated that they have nothing to do with processing orders or despaching the watches and that it's down to EE. Has anyone else had this issue as my patience is running out and I will escalate my claim if its not resolved quickly.

Re: Galaxy 6 watch not arrived.

Christopher_G — Sat, 21 Oct 2023 08:04:26 GMT

Hi @Clivenash

Welcome to the community, I'll do my best to help.

Could you tell me the exact date that you ordered please?

Chris

Re: Galaxy 6 watch not arrived.

Clivenash — Sat, 21 Oct 2023 12:49:38 GMT

Thanks for contacting me. 20th September 2023.

Re: Galaxy 6 watch not arrived.

Christopher_G — Sat, 21 Oct 2023 13:04:32 GMT

OK, thanks @Clivenash

You definitely ordered within the correct time window for this offer. It should have been sent to the account address 15-30 days after purchase.

I recommend speaking to our Mobile Care team so they can check from our side for you.

Chris

Re: Galaxy 6 watch not arrived.

Clivenash — Sat, 21 Oct 2023 13:12:32 GMT

Thanks for confirming that. As mentioned in my original post I have spent around 4 hours on the phone to various departments including being asked to phone Samsung myself and got absolutely nowhere. Everyone confirms that I am eligible but no one has confirmed that I will receive the watch or that it is in the system. I posted on here to see if anyone else has had this problem and how it was resolved as I want the watch which was part of my agreement.

Re: Galaxy 6 watch not arrived.

Christopher_G — Sat, 21 Oct 2023 13:17:22 GMT

OK, thanks @Clivenash

I've sent you a private message to get some more information about this from you.

Chris

Re: Galaxy 6 watch not arrived.

ljdouglas — Fri, 27 Oct 2023 20:50:26 GMT

Exactly the same thing has happened with me I have emailed the ceo of ee and then I'm going to go down the ombudsman route if I don't get anywhere

Re: Galaxy 6 watch not arrived.

Katie_B — Sat, 28 Oct 2023 06:32:09 GMT

Hello @ljdouglas.

The watch will be delivered to the address on your EE account 15-30 days (excluding weekends) after your purchase.

Please could you provide us with your order date?

Katie

Re: Galaxy 6 watch not arrived.

ljdouglas — Sat, 28 Oct 2023 09:09:25 GMT

28/9/23

Sent from Outlook for Android<>

Re: Galaxy 6 watch not arrived.

Katie_B — Sat, 28 Oct 2023 09:21:58 GMT

Please allow the full timescale @ljdouglas.

If you have not then received it please be sure to get back in touch.

Katie

Re: Galaxy 6 watch not arrived.

ljdouglas — Sat, 28 Oct 2023 09:24:22 GMT

What is the deadline date to receive it please

Sent from Outlook for Android<>

Re: Galaxy 6 watch not arrived.

Katie_B — Sat, 28 Oct 2023 09:37:11 GMT

Hi @ljdouglas.

It will be 30 days from ordering, excluding weekends.

From your order date I would believe this to be by next Friday 3rd of November.

Katie

Re: Galaxy 6 watch not arrived.

ljdouglas — Sat, 28 Oct 2023 10:21:22 GMT

I got 30 day aftwr receivibg my device excluding weekends is the 9th November

Sent from Outlook for Android<>

Re: Galaxy 6 watch not arrived.

Clivenash — Sun, 29 Oct 2023 10:43:00 GMT

After posting on here an EE employee contacted me via messenger and resolved the issue very quickly. I now have the watch. After so many calls and messages I finally got the right person who knew how to resolve the problem. Please persevere and you will get there in the end.