EE GameCard incorrect PIN still not resolved

[Oscar182]

Hi,

Despite the 2 previous posts about this being marked as resolved it still hasn’t been. I’ve emailed waivpay as instructed but other than a generic email saying they’re looking into this, I’ve received nothing else in over a week.

I purchased the product directly from EE, my agreement is with EE, therefore it shouldn’t be up to me to chase this third party supplier, that should be on you. 

It’s coming up to 2 weeks now since I received my order and quite a significant part of that order (a game) still hasn’t been provided. Please escalate this urgently and provide a new EE GameCard (with the correct PIN).

[Michael_D · Accepted solution]

Hi @Oscar182 

The previous posts were marked as solutions as the guidance you were given was the correct route to take. It doesn't mean that the query is resolved, as that is not something we would see from here.

I appreciate your frustration that you've not been able to redeem the Game Card yet. 

If you have had an acknowledgement to say it is being looked into, you will get a further response from them when they have resolved it.

As we have mentioned previously, it is provided by the 3rd party, and not something we can escalate. If you are not happy with this and wish to make a complaint, you can complete our complaints webform, and a member of that team will be back in touch to discuss this further.

Michael

[mrequinnoxx]

I find it crazy that there’s nothing that can be done internally to escalate this directly to the supplier of the card. 

the contract and purchase was taken up with EE and not with a third party. If a third party has not provided us with the item we have purchased then surely it’s down to EE to step in and escalate this. 

Brand image is key, you’ve multiple people saying there’s an issue with these cards that will put people off from purchasing future bundles in future. 

My worry is what happens when the return period lapses? How long is too long to wait and as we haven’t received the goods specified is this grounds to return the item and get a replacement bundle sent out.. this is a new console system people are eager to setup and there is a foul taste being left in our mouths because EE CANT step up and rectify an issue with the third party. we are fundamentally paying for that card out of the contract we have with EE.(NOT WAIVPAY)

[mrequinnoxx]

I replied in the other post but thought I’d also reply here incase it got missed.

Thought I would give an update to this from what I have encountered.

i escalated this to EE last week through multiple platforms (X, complaint email and over the phone).

After several emails to the company in question and after raising a complaint both online and over the phone & my complaints handler also being unable to reach waivpay, it was agreed a one off £50 gesture of goodwill will be reduced from my next bill to compensate for the missing gift card balance. After all it is within EE policy to make sure that the bundles provided do not total up to more than what the RRP would be if you tallied them all together and purchased individually (I assume this is why the vouchers are thrown in)

I would also suggest anyone doing the same as myself to excert the fact that the third party is responsible for the card in question, the contract you have is with EE and not the third party. The only other option would be to return the items due to a faulty gamecard and then reorder another bundle which you would be within your rights to do but again illogical considering the situation.

you need to lodge the complaint within 14 days of purchase to allow an exception on the return window so for those who haven’t done so already I would lodge the complaints now. Also the more complaints the more leverage it makes to get the situation sorted.

my complaints handler was lovely, I could not fault her and she went above and beyond to try and rectify this issue and although it is EE who have taken the brunt of the frustration this is only due to how impossible it is to speak to the third party! 

hope the above helps anyone in the same position.

Also. As a heads up if the funds do eventually become available (I don’t think they will personally) then due the the fact it is a good will gesture the funds will still be available on the card to use.