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

[ahad2]

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).

[ahad2]

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.

[Leanne_T]

Hi there @ahad2 

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

Leanne.

[ahad2]

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.

[Leanne_T · Accepted solution]

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.