Promo issue

[Kieranj01]

I purchased s26ultra cintract on 29th june, there was a promo where you get watch 8 free fulfilled by samsung and also buds for £1, i was told i should get the buds still because it's a ee exclusive promo and won't clash with watch 8 promo. Now I'm told I'm not eligible when speaking to cs on phone but in store said I should still get it.

[Alex_H]

Hi @Kieranj01,

Welcome to the EE Community

What did they say made you ineligible for the offer? You would not be ineligible due to claiming a separate Samsung offer, so long as you met the rest of the criteria of the offer, that would not make you ineligible. 

For those types of offers discount codes would be sent out 15-30 days after purchase.

Alex

[Kieranj01]

They just said I'm not eligible but I was told in store I was and even before purchasing in store, the app auto applied the £1 buds but I ended up purchasing instore instead...

It's been almost 30 days and I haven't recueved anything yet and was told to contact to push for the code so I dont miss the deadline.

[Alex_H · Accepted solution]

@Kieranj01 We have no account access via these forums to check your account or why you may or may not be eligible unfortunately, but claiming a Samsung watch would not make you ineligible. 

If it was an offer in which you were to receive a discount code for the buds, these would be recieved 15-30 days after purchase so would still be within the expected timescale at the moment, they don't need to be claimed by 30 days. So you may still receive a code within this time. 

If you don't and you  were told you would be eligible when taking out a contract in store and are now being told you are not eligible though, the best thing is to speak to our retail support team on 150 or the store itself to follow the escalation process for help getting the issue resolved.

Alex