EE iPad A16 WiFi £100 with broadband

[M8G1CM1k3]

Hello,

I'm trying to claim the iPad A16(WiFi) for £100, this was an offer that was available if you purchased broadband over 500mbs. I have the 1.6gbs Ultimate and was told on the app chat and on a phone call that I'm eligible and I will receive a email. However the offer has been taken off from what I can see and I still haven't received the email.

[garybs29]

@Aimee941 you'll.meed to wait up to 45 days for the text, given the date it can't be that yet

[Poppy82]

Hi Aimee. I'm not an EE expert but will share my own experience in case helpful.  I was told something similar initially when I phoned up. The people looking into it couldn't find the offer and had no record of its existence.  They said they'd see if there were any other deals I'd be interested in instead. I said no and explained that this offer was one of the factors that fed into my decision to take out the contract on the day I did and therefore I was legally entitled to the offer whether they could see it now or not!  The customer service rep was very nice and I don't think it was their fault. Clearly wasn't something they had been informed about. After some time on hold they discovered it was visible on what I think they called the 'back system' but not in my rewards. I was told I would be contacted after the cooling off period. Alex has since responded to me in this chat to explain it can take up to 45 days to receive the email /text. So I think lots of us are just in that waiting period now. 

[Poppy82]

I have waited 45 days snd still no communication from EE regarding the ipad offer. I have checked junk mail etc. 

[JimM11]

@Poppy82 EE advised you the steps as per earlier in the post with the answer.

[Poppy82]

Update: DAY 46

Still no communication from EE regarding the ipad offer. I have followed the instructions and contacted EE but nobody is able to help me. It has been suggested that the offer doesn't exist anymore, if indeed it ever existed.
Was it a figment of all of our imaginations? No, it wasn't. 
Calling EE to request a form to be raised doesn't work. So what now? Is the idea that we will all eventually convince ourselves that it was a dream or just give up out of despair and exhaustion? 

[JimM11]

@Poppy82 Yes, that would be one way to do it, dream it away. @Katie_J riot on your hands shortly.

[Alex_H]

Hi @Poppy82,

Thanks for visiting the EE Community

It is disappointing to hear you have had trouble getting support for the Full fibre and iPad offer. It definitely was a valid offer and the details of the offer and the webform to use if a code has not been recieved are all available to view in our support hub available to all our guides, so the guide you spoke to has been incorrect to suggest there was no such offer and should have been able to help. I am sorry that was not the case.

I would suggest getting in touch again and requesting to follow our escalation process if they are unable to help, alternatively you can also submit a complaint directly here if you login to your online account and our team will help that way.

Alex

[Poppy82]

Thanks Alex.

I have previously asked for the issue to be escalated and I have already raised a complaint. I received a letter from EE thanking me for my complaint. Before I call again could you possibly tell me please:

1. What number is best to call. 2. What department / option should I select? 3. Who I should ask them to escalate to? 4. Where in their support guides they can find the answer to what they need to do?

[XRaySpeX]

@Poppy82 : There is no particular dept. you can call. You can only call EE CS on the Freephone no.(Opt 2) in my sig. 

[Alex_H]

@Poppy82 Any of our guide should be able to raise the form so just the standard number on our Contact us page, as this was a broadband offer I would suggest selecting the option to speak to the broadband billing team. 

The guide should be directed by our diagnostic system to the list of gift with purchase offers and this offer is under the expired offers tab (as the qualifying period has ended). If the guide advises the are unable to assist, you can follow the escalation process to speak to their manager. But hopefully that is not necessary because it should be just a case of locating the offer and sending the webform off.

Alex