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).

[Peter_W]

Hi @ahad2.

Thanks for taking the time to share your experience with this one. 

I'm glad you've managed to get this raised off with our team, but can absolutely feed this back.

Please don't share this in full, but did your order reference for this start with EE or SO0?

Peter

[ahad2]

Hi @Peter_W ,

it was an order from the site, order number started with ‘EE-‘.

I’ll update the thread when I receive the GameCard email/sms.

[Peter_W]

Thanks @ahad2!
Please let us know how you get on here!
Peter

[ahad2]

Hi @Peter_W 

Unsurprisingly, I have not heard anything more from EE or received a text or email about the missing GameCard…

I took delivery of the graphics card on April 5th. and we are now at the end of the month. The deal (£45 per month on my bill for two years) includes the cost of a £150.00 GameCard. Despite now being charged the £45 per month, EE have not supplied what I purchased from them.

How do I escalate to get this resolved without waiting another week while 150 send another form that goes nowhere? 

You will forgive my frustration- EE are not a small company and it should be able to get basic things like sales and fulfilment right without customers having to follow up.

[Lesley_W]

I totally understand your frustration @ahad2 

I'm really sorry you haven't heard back as you were expecting, that's not what we would expect to happen. In order to escalate this, you can see ways to make a complaint here Make a Complaint | Contact Us | EE including a webform option if you didn't want to call in again. 

Lesley

[ahad2]

Hi @Lesley_W  is there a timeframe for a complaint form response? I’ve still not had a response or received the GameCard yet, more than a month after the graphics card was delivered...Is there a contact I can use to get this resolved? 

I shouldn’t have to complain more than once.

[Lesley_W]

Hi @ahad2 

The link is currently showing 7 days for a response for webforms at the moment. What date did you submit it?

Lesley

[ahad2]

Hi @Lesley_W  I submitted the form on 01/05. The auto reply confirming receipt didn't mention a time scale for a response.

[Lesley_W]

The auto response doesn't show a timescale @ahad2, I was referring to the link I sent to the webform as that is updated if the timescales change. 

I would have expected you to have a response by now, I'm sorry this hasn't happened. I'm sure our team will reply as soon as they can. 

Lesley