Galaxy 6 watch not arrived.

[Clivenash]

Having ordered a Galaxy S23 Ultra 6 weeks ago on the strength of receiving a Galaxy watch 6 as a "free" gift. I am still waiting for any confirmation of its existence.

 I have spent well over 4 hours on the phone  on various occasions to customer services and although they confirm that my order qualifies in every way they don't seem to be able to process the watch to the confirmation and despatch stage. I was even asked to ring Samsung directly myself who stated that they have nothing to do with processing orders or despaching the watches and that it's down to EE. Has anyone else had this issue as my patience is running out and I will escalate my claim if its not resolved quickly. 

[Christopher_G]

Hi @Clivenash 

Welcome to the community, I'll do my best to help.

Could you tell me the exact date that you ordered please?

Chris

[Clivenash]

Thanks for contacting me. 20th September 2023. 

[Christopher_G]

OK, thanks @Clivenash 

You definitely ordered within the correct time window for this offer. It should have been sent to the account address 15-30 days after purchase.

I recommend speaking to our Mobile Care team so they can check from our side for you.

Chris

[Clivenash]

Thanks for confirming that. As mentioned in my original post I have spent around 4 hours on the phone to various departments including being asked to phone Samsung myself and got absolutely nowhere. Everyone confirms that I am eligible but no one has confirmed that I will receive the watch or that it is in the system. I posted on here to see if anyone else has had this problem and how it was resolved as I want the watch which was part of my agreement. 

[Christopher_G]

OK, thanks @Clivenash 

I've sent you a private message to get some more information about this from you.

Chris

[ljdouglas]

Exactly the same thing has happened with me I have emailed the ceo of ee and then I'm going to go down the ombudsman route if I don't get anywhere 

[Katie_B]

Hello @ljdouglas. 

The watch will be delivered to the address on your EE account 15-30 days (excluding weekends) after your purchase. 

Please could you provide us with your order date?

Katie

[ljdouglas]

28/9/23

Sent from Outlook for Android<>

[Katie_B]

Please allow the full timescale @ljdouglas. 

If you have not then received it please be sure to get back in touch. 

Katie