topic Re: Ordered a 9070xt with a 150.00 game card. GPU received,Game card yet to arrive.. in Gaming

Ordered a 9070xt with a 150.00 game card. GPU received,Game card yet to arrive..

ahad2 — Thu, 24 Apr 2025 09:44:58 GMT

Similar to other posts here, I’ve waited the 14 working days from delivery of the GPU and I’ve still not received the game card voucher. Called 150 today to be told they have to send a form and it’ll take another 5 working days..

will obviously have to wait for this but as a user is there a way to get EE to address the absolute state of their fulfilment partners service (I’m assuming it’s a third party company that handles the GameCard vouchers)? Considering the price, I’d expect better service (things sent out on time at the very least).

Re: Ordered a 9070xt with a 150.00 game card. GPU received,Game card yet to arrive..

Peter_W — Thu, 24 Apr 2025 14:34:23 GMT

Hi @ahad2.

Thanks for taking the time to share your experience with this one.

I'm glad you've managed to get this raised off with our team, but can absolutely feed this back.

Please don't share this in full, but did your order reference for this start with EE or SO0?

Peter

Re: Ordered a 9070xt with a 150.00 game card. GPU received,Game card yet to arrive..

ahad2 — Thu, 24 Apr 2025 14:46:09 GMT

Hi @Peter_W ,

it was an order from the site, order number started with ‘EE-‘.

I’ll update the thread when I receive the GameCard email/sms.

Re: Ordered a 9070xt with a 150.00 game card. GPU received,Game card yet to arrive..

Peter_W — Thu, 24 Apr 2025 15:09:49 GMT

Thanks @ahad2!
Please let us know how you get on here!
Peter

Re: Ordered a 9070xt with a 150.00 game card. GPU received,Game card yet to arrive..

ahad2 — Wed, 30 Apr 2025 23:54:23 GMT

Hi @Peter_W

Unsurprisingly, I have not heard anything more from EE or received a text or email about the missing GameCard…

I took delivery of the graphics card on April 5th. and we are now at the end of the month. The deal (£45 per month on my bill for two years) includes the cost of a £150.00 GameCard. Despite now being charged the £45 per month, EE have not supplied what I purchased from them.

How do I escalate to get this resolved without waiting another week while 150 send another form that goes nowhere?

You will forgive my frustration- EE are not a small company and it should be able to get basic things like sales and fulfilment right without customers having to follow up.

Re: Ordered a 9070xt with a 150.00 game card. GPU received,Game card yet to arrive..

Lesley_W — Thu, 01 May 2025 09:59:08 GMT

I totally understand your frustration @ahad2

I'm really sorry you haven't heard back as you were expecting, that's not what we would expect to happen. In order to escalate this, you can see ways to make a complaint here Make a Complaint | Contact Us | EE including a webform option if you didn't want to call in again.

Lesley

Re: Ordered a 9070xt with a 150.00 game card. GPU received,Game card yet to arrive..

ahad2 — Fri, 09 May 2025 08:44:01 GMT

Hi @Lesley_W is there a timeframe for a complaint form response? I’ve still not had a response or received the GameCard yet, more than a month after the graphics card was delivered...Is there a contact I can use to get this resolved?

I shouldn’t have to complain more than once.

Re: Ordered a 9070xt with a 150.00 game card. GPU received,Game card yet to arrive..

Lesley_W — Fri, 09 May 2025 11:10:38 GMT

Hi @ahad2

The link is currently showing 7 days for a response for webforms at the moment. What date did you submit it?

Lesley

Re: Ordered a 9070xt with a 150.00 game card. GPU received,Game card yet to arrive..

ahad2 — Fri, 09 May 2025 11:15:09 GMT

Hi @Lesley_W I submitted the form on 01/05. The auto reply confirming receipt didn't mention a time scale for a response.

Re: Ordered a 9070xt with a 150.00 game card. GPU received,Game card yet to arrive..

Lesley_W — Fri, 09 May 2025 11:47:39 GMT

The auto response doesn't show a timescale @ahad2, I was referring to the link I sent to the webform as that is updated if the timescales change.

I would have expected you to have a response by now, I'm sorry this hasn't happened. I'm sure our team will reply as soon as they can.

Lesley

Re: Ordered a 9070xt with a 150.00 game card. GPU received,Game card yet to arrive..

ahad2 — Mon, 12 May 2025 11:42:46 GMT

So I called 150 again to ask why there had been no response to my written complaint. The adviser noted that the GameCard escalation forms don't even include the graphics card as an option when they fill it in…

They couldn’t tell me why I’d had no response to my written complaint and said they couldn’t escalate it further and that I had to wait another 3-5 working days….

I’ll post updates on any progress in case anyone else is stuck in a similar situation while being charged for products/services they haven’t received.

hopefully I get a response before Friday. Otherwise I’ll have to request a deadlock letter and get The Communication Ombudsman to resolve this.

Re: Ordered a 9070xt with a 150.00 game card. GPU received,Game card yet to arrive..

Leanne_T — Mon, 12 May 2025 13:56:13 GMT

Hi there @ahad2

Thanks for keeping us updated, please let us know how it goes over the next few days.

Leanne.

Re: Ordered a 9070xt with a 150.00 game card. GPU received,Game card yet to arrive..

ahad2 — Sat, 17 May 2025 09:55:40 GMT

Update on this: I received the GameCard sms on Wednesday (no acknowledgement/explanation of the issue, just the code and pin).

However I have still have not had a reply to my written complaint about the overall issue (As I understand it EE are required to contact the customer regarding the complaint as part of their process).

Whatever caused the unnecessary delay, it should be addressed by the complaints team. Given the lack of communication from EE and mixed messages from 150/live chat, it’s clear that the code wouldn’t have been sent at all if I hadn’t enquired.

Re: Ordered a 9070xt with a 150.00 game card. GPU received,Game card yet to arrive..

Leanne_T — Sat, 17 May 2025 12:32:13 GMT

Hi @ahad2

Thanks for coming back to us with an update and letting us know.

Our Regulatory documents and codes of practice has information on the complaints code of practice.

Leanne.