Child not received promised additional items.

[berniehewie]

Appalling customer service and am in contact with the communications ombudsman, putting together a case. We renewed my son's contract and were told we would be emailed redemption codes to claim a watch and supercharger and that it may take some weeks for the email to come through. We did not receive the email and the period for redemption has passed.
EE refuse to help and I was told it was my fault as I should have rung them earlier to inform them that I hadn't received the email! I don't have time to keep contacting them! They have said it is between myself an Samsung, even though my contract is with them.

[Schockwave · Accepted solution]

Hello @berniehewie ,

Welcome to the community,

You cannot just go to the ombudsman, you need to fill in a complaints form and give them time to sort this out for you before you can go via the ombudsman.

Here is the link to give them time to sort this out first:

https://ee.co.uk/help/contact-ee/complaint/complaint-form

[berniehewie]

Thank you for your comment- you can if they issue a 'deadlock letter', which I should receive in 5-7 days, then I can add evidence for my case.

[berniehewie]

Also, the link is the first form that I completed.

[bristolian]

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@berniehewie wrote:

Thank you for your comment- you can if they issue a 'deadlock letter', which I should receive in 5-7 days

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Indeed so - but to get a deadlock letter you need to have given the initial formal complaints process a chance to rectify. Only if that has failed, does external arbitration become an option.

This applies to all telecoms providers, not just EE.

[Chris_B]

I assume this is for a free gift/s ?  Not sure if the ombudsman will even help with a free gift offer.  Free gifts are just that are and not part of the contract. 

[berniehewie]

They immediately issued the offer of the deadlock letter as they refused to consider my complaint.

[berniehewie]

I did not receive the contract email, which they have told me was my fault? Therefore never had a chance to claim the perks. I do think that is wrong to offer and then not provide the method to claim, especially as my son was looking forward to receiving them? The advisor was very rude, which will also be part of the case.

[Chris_B]

@berniehewie  You claim the gift from Samsung and they just need proof of purchase and you got that with the device.  

see 

https://samsungoffers.claims/sam/newyearoffers/en-GB

For the device there is a link tilted “find out how to claim” 

see example below 

 

And free gift is just that and its down to you to claim it and it’s not part of the contract that you agreed too.   I’ll be surprised if the ombudsman rules in your favour as no one is entitled to a free gift that’s supplied by a 3rd party that has nothing to do with EE.  The free gift is supplied by Samsung not EE.