Gaming unleashed text

[Dean_taylor1978]

I received my gaming unleashed text today, I followed the link and activated my unleashed bundle no problems, but I haven't received anything regarding my Controller? No text or code? When I contacted EE the guy said it would be sent automatically but I'm not convinced!! Can someone help me as EE aren't helping me at all 

[Leanne_T]

Hi @davj

I am sorry this offer had already ended when you purchased your phone. 

You can find full details in our Samsung Galaxy S21 range pre-order offer and Gaming Unleashed bundle, post.

Thanks.

Leanne.

[davj]

Yet as I said, it was still offered on the add-ons page. I can't say I'm surprised, as both the website and the app are easily the worst I've ever seen. No upgrade or purchase ever goes smoothly, I'm getting quite fed up with it for the amount I spend every month

[Leanne_T]

Hi @davj

I've sent you a private message on here for some extra details.

Speak soon. 

Leanne.

[MC_HOWARD]

I ordered my new Samsung S21 ultra and was also told by the EE representative that I will get 12 month game pass and a Razor Controller as part of the game unleashed bundle.

My new contract started on 29th of May 2021 and have now received the text for game pass on 13th June 2021, yet no message regarding the razor controller.

Now I've read above that the Razor controller offer ended 6th April 2021.

First off why still on 29th May was I STILL told that I would get a free Controller?

Secondly many people may have been enticed into the deal with the offer and promise of a free Razor controller, only to have to wait until after the 14 day cooling off period where they can no longer return the phone free of charge to find out that in actual fact they are not eligible!

I feel this is unethical and unclear. There is obviously a break down of communication between head office and the branches, otherwise as I say it is being unethically used as a way for representatives to make a sale...

I have been a loyal EE customer for many years now and in light off this I am unsure on whether or not I will continue to be so. I have also found EE extremely helpful and caring towards their customers but to deliver empty promises just doesn't sit right with me.

Even the T&C's of the text you get from EE when you message "GPU" or "UNLEASHED" to 150 state "The free gaming bundle includes 12 month xbox game pass ultimate and a Razor Kishi for android controller."

So why is it that people are being told that the offer is no longer avaliable when the T&C's state that we are entilted to the controller as well?

I believe from a legal stand point we are in fact well within our rights to receive a controller and moving forward EE would be best to be clear in the internal communications to avoid such disappointment and breakdown in company and customer relations.

To EE customer support I would very much appreciate someone contacting me to resolve my personal issue.

As mentioned before I've not had any issues with EE before and would love to remain a loyal customer I think they provide great coverage, service and customer service and have faith that they can resolve this.

Thanks

Mike

[MC_HOWARD]

As you can see from the link to the T&C's  it states from 14.01.2021 but has no end date. Just as visual confirmation.

[James_B]

Hi @MC_HOWARD,

Welcome to the EE Community. 🙂

I'm sorry to hear you were given incorrect information when you placed your order.

I've sent you a private message to take some further details.

James

[MC_HOWARD]

Hello everyone,

I just want to say this issue has now been resolved.

The customer care and speed of which it came through was fantastic and second to none.

Spoke to a lovely lady called Tracy and she was extremely helpful.

Thank you to everyone at EE who dealt with this issue.

Being a loyal customer for 7 years with no issues up until now I am extremely satisfied with the level of care I have received, without a doubt I will continue to use EE as my go to for my mobile, and network needs.

Thanks 

Mike

[Leanne_T]

Thanks for coming back and letting us know @MC_HOWARD

Have a lovely evening 🙂

Leanne.

[davj]

• I'm glad you got sorted. I had the same problem but unfortunately didn't have the documentary evidence that you had. I received a phone call but was told that if I had nothing in writing there was nothing to be done, even though my contract started on May 1st. It  So my experience of customer service was a lot less positive than yours. It appears if their back is to the wall they will do something, but otherwise you can whistle for it

[MC_HOWARD]

@davj I'm sorry to hear that you couldn't resolve your issue with EE. 

By the sounds of it there are a few people with the same issue. Either as mentioned before they communication on their part needs to be addressed and/or extend the offer until say the end of June.

As lockdown is being extended by 4 weeks now I would imagine a lot more people would get a whole lot of use out of it.

All the best

Mike