Free Buds with Galaxy Fold 6

[IainSmith1988]

Afternoon All, 

I upgraded my phone yesterday (22/07/2204) in store from a Fold 4 to a Fold 6. unfortunately I had to get an early upgrade due to a broken screen and traveling for work, so no time to have the broken one repaired. In order to upgrade early I had to pay £330 which I thought was reasonable due to my contract not being complete until December, but also the free Buds that I was told I could claim. I have looked online and cant find any way to claim this, even though the staff in store said I only need to show proof on purchase i.e receipt on the claims form 🤔.

Has anyone else go the same issue and if so what is the best way to claim the Buds ?

Best Regards,

Iain

[Katie_B]

Hi @Dexter_432. 

The offer ran from July 10th till 23:59 on July 23rd. 

Katie

[Dexter_432]

The reason I didn't pre order is because I didn't see the offer for buds on the website, is there no way or getting this offer at all? They didn't even advertise buds with the phone 

[Dexter_432]

Also how can the offer run till midnight if your phone office closes before 11.59, I couldn't order the phone because your office for ordering them was closed, I don't think this is very fair on those that don't have Internet access to order the phone

[Leanne_T]

Hi @Dexter_432 

Thanks for coming to the community. 

I am sorry you have not been able to pre-order to receive the free gift before the offer ended. 

If you would like to discuss ordering a new device please call us on 150. 

Leanne.

[Gymnastkath]

When I click on the words here on my Samsung galaxy fold six it just takes me to the EE shop homepage... I have the same question as the other guy. It's a bit weird this whole process isn't a lot clearer explained when you buy this phone.

[LiamStirling1]

Does this apply if I pre-ordered the phone around the 15th/16th of July? I don't recall seeing anything promotional regarding headphones when I upgraded.

Thanks.

Liam.

[Leanne_T]

Hi @LiamStirling1 @Gymnastkath 

The offer started on the 10th July 2024 and ended 23:59 23rd July 2024.

If you ordered an eligible device on a consumer plan, the Samsung Galaxy Buds3 Pro Silver will be delivered to your account address within 15-30 days of your purchase, excluding weekends.

Leanne. 

[Will1969]

I purchased my Fold 6 on 21st July and it was delivered on 23rd July.

I was told by the EE sales guy that I would have to get my free buds from Samsung. He even text me the link to use on their website. However my Fold 6 model number is not listed on the site. When I called back EE customer services, they told me to call Samsung. Samsung gave me an email address to claim the buds from. I email them with the proof of purchase document from EE. This is Samsung response:

Good day,

Thank you for your email.

Sadly, this promotion is not one we handle.

Please see the details below:

https://community.ee.co.uk/t5/Offers-Add-ons/Free-Buds-with-Galaxy-Fold-6/td-p/1409110

Thank you.

Kind Regards,

Vicky @ Samsung Promotional Support Team

Please do not reply with "your buds will be delivered to you in 15 to 30 days of purchase". That is not what I was told by EE customer service and I haven't received an email, letter, not even a text stating this.  

To say I had enough of being a human ping pong is an understatement. I just want this sorted out without any more hassle. Is this to much to ask for after spending so much money on a new phone!!!!

[Katie_B]

Hi @Will1969. 

This particular promotion is handled directly with EE. 

The buds will automatically be despatched to your billing address 15-30 days after purchase. 

Once they are ready for delivery you will receive an update.

Katie

[Will1969]

Morning Katie,

Thank you for your prompt response.

Hopefully you can understand why I am not convinced that the buds will turn up within 15 to 30 days. I have been told by EE customer service that the buds are redeemable from Samsung and not EE on two separate occasions.

I would be more comfortable with your response if I had an email or call from EE stating the same. Are you able to make this happen?