by Skilled Contributor
Skilled Contributor

Samsung 'Blue week' cashback issues.

re. Samsung 'Blue Week' promotion - several devices are supposed to qualify for cashback if bought before 24/12/2018 

https://www.samsung.com/uk/blue-cashback/

But they have refused two claims I made this week following upgrades to new Samsung Galaxy J4+ phones. These are on their list for £30 cashback each.

 

I went through all the info they requested, entering in loads of info. I got claim numbers - but then they say they cannot accept the EE delivery note as proof of purchase as it does not show the date of purchase, only the date despatched.

 

As anyone getting contract phones will know, you don't get a proof of purchase as they are direct from EE, not bought in a shop. 

 

I would suggest that the info displayed on the various EE pages is therefore invalid as you can't get cashback as suggested, Samsung refuse ! 

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21 REPLIES 21
by
EE Community Support Team

Re: Samsung 'Blue week' cashback issues.

Hi there @Gordon57

 

Thanks for coming back to the community.

 

Did you get an email confirmation with the date you placed your order with us?

 

Leanne.

by Skilled Contributor
Skilled Contributor

Re: Samsung 'Blue week' cashback issues.

Nope. It was done on the phone with the retentions team in Darlington. I got a text or two to notify me of the delivery but that was all. 

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by Skilled Contributor
Skilled Contributor

Re: Samsung 'Blue week' cashback issues.

Thinking back. I've always obtained new phones through someone on the phone at EE. I've never had a 'proof of purchase' or any other 'paperwork' bar the delivery notes. The only time I did was when I bought at the (then) Orange shop, years ago. 

 

 

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by Ace Contributor
Ace Contributor

Re: Samsung 'Blue week' cashback issues.

@Gordon57 you should of got a delivery note with the phones.

by Skilled Contributor
Skilled Contributor

Re: Samsung 'Blue week' cashback issues.

Yes, and I said in the original post that Samsung will not accept it as it does not show date of purchase, only the despatch date. No use telling them its the same date, the will not accept a delivery note, the terms and conditions of the offer say 'proof of purchase'. that shows the date bought.

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by
EE Community Support Team

Re: Samsung 'Blue week' cashback issues.

Hi there @Gordon57

 

I have sent you a private message to get some details.

 

Speak soon, Leanne.

by Skilled Contributor
Skilled Contributor

Re: Samsung 'Blue week' cashback issues.

Replied, thanks

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by ChrissR3 Investigator
Investigator

Re: Samsung 'Blue week' cashback issues.

Hi, 

 

Did you manage to get this resolved? I have the same situation, Tried supplying a screenshot of the email and the delivery note but Samsung wouldnt accept it as they say 'The delivery note shows the dispatch date and my email doesnt show a completed order' ...

by
EE Community Support Team

Re: Samsung 'Blue week' cashback issues.

Hi @ChrissR3 and @Gordon57

 

I have sent you both a private message if you could please take a look. 

 

Speak soon, 

 

Katie 🙂

by Skilled Contributor
Skilled Contributor

Re: Samsung 'Blue week' cashback issues.


@ChrissR3 wrote:

Hi, 

 

Did you manage to get this resolved? I have the same situation, Tried supplying a screenshot of the email and the delivery note but Samsung wouldnt accept it as they say 'The delivery note shows the dispatch date and my email doesnt show a completed order' ...


I had a call from someone in the EE Social Resolve Team who sent me some letters to pass on to Samsung but they don't seem to have done anything  about the case as the status is still showing they want information. 

I've replied to Katie_B's PM with the claim numbers just now and hope she can help resolve this.

 

A big company like Samsung should understand that phones sent out on contract like this don't have a 'proof of purchase', just the delivery note. 

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by ChrissR3 Investigator
Investigator

Re: Samsung 'Blue week' cashback issues.

Hi Gordon,

 

Similar case with myself at the moment, did a live chat with EE and got a letter sent over, which I've since passed onto Samsung earlier this morning, I had a email which I could reply direct to, I've also replied to Kate. In regards to Samsung, Yeah it seems like a oversight of the process... I added the Galaxy Watch as a extra device and did it online so didn't get any paper work they ask for.

by asholloway
Visitor

Re: Samsung 'Blue week' cashback issues.

Has there been any update on this as I am experiencing the same issue. I have uploaded my latest bill which shows the required information but my claim automatically gets rejected.
by ChrissR3 Investigator
Investigator

Re: Samsung 'Blue week' cashback issues.

Katie managed to sort me out and my claim has now been confirmed

by
EE Community Support Team

Re: Samsung 'Blue week' cashback issues.

Hi @asholloway

 

I have sent you a private message, please take a look and get back to me :)..

 

Speak to you soon, Katie.

by Skilled Contributor
Skilled Contributor

Re: Samsung 'Blue week' cashback issues.

Just tried sending a PM to @Katie_B but getting a message to say I've exceed the number of private messages I can send. 

 

I did all that Samsung asked, sent them photo's of the boxes with the IMEI numbers, photo's of the delivery notes to match, plus letter from EE to confirm purchase.

 

There were two claim numbers, I gave both and got a non-commital response 😞

 

They said: "Thank you for providing us with all the necessary documentation.
Your claim has been provisionally approved for payment yesterday at 23:08:03."
Anthea @ Samsung Promotional Support Team  20/12  18:28

 

But, that approval was before they sent a message to say the claim had been turned down... I really don't know what they are playing at... 

 

Gorgina @ Samsung Promotional Support Team 19/12 22:39
"I located a claim with your details for IMEI 3xxxxxxxxx59. If you would please attempt to make a new claim with your reference number, I am confident that it would go through.
To explain the reasoning, it appears that although you put a claim in using your proof of purchase for the Black J4+ (IMEI 1546) you actually input your wife's IMEI in the IMEI field and thus, when you're attempting to claim for her phone, it is bringing up an error."

 

I also have email from Daniel @ Samsung Promotional Support Team  19/12 23:12 which says "Thank you for resubmitting your claim, I can confirm that this has been validated. You will receive a separate email containing more information about this."

As I have already said, I replied with the photographs and so on... 

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by
EE Community Support Team

Re: Samsung 'Blue week' cashback issues.

Hi @Gordon57

 

Please try another browser or logging out then back in, once you're able to please private message me. 

 

Thank you, 

 

Katie 🙂

by Janey83 Contributor
Contributor

Re: Samsung 'Blue week' cashback issues.

Hi this is the issue I have also. Purchased 19th..delivered today and Samsung won't accept the document as not all info is on delivery note. What can I do?

by Janey83 Contributor
Contributor

Re: Samsung 'Blue week' cashback issues.

Katie B please could you advise what to do?

by
EE Community Support Team

Re: Samsung 'Blue week' cashback issues.

Hi @Janey83

 

Welcome to the community.

 

I've sent you a private message asking for some more information, please have a look and get back to me.

 

Thanks

 

Chris

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