S24 ultra claim

[Sillyrabbit80]

Can anyone help? I upgraded to an s24 ultra on 17/12 and there was a graphic on the we page that said I could claim an s7 watch. I went back after the purchase and the link had gone. I dug around on Samsung offer site and saw it expired on 5/12! So someone at EE made a mistake and didn't update their website. I feel cheated as I am a day out from being able to claim the chromebook as well so basically get nothing. I know it's a "freebie" but it's seems so unfair. Does anyone have any advice? The EE chat are being unhelpful and not understanding the issue I'm raising, just keep telling me that if I bought the phone on 18/12 I could claim the chromebook! 

[Peter_W]

Good afternoon @Sillyrabbit80, welcome to the EE Community.

I've had a double check and it was definitely the 5th of December that this promotion ended, and when checking the current S24 Ultra page it's just the Chromebook offer I can see. 

Can you still see the offer that you went for now, or did your confirmation email mention this offer?

If you' feel like you're not making any progress when querying this with our team, there's also the option to get this raised as a complaint so we can investigate further.

Peter

[Sillyrabbit80]

Hi, no I can't see it now sadly. I know I didn't make it up so I think it
was a mistake on the website. There's nothing on my confirmation email. It
feels I've been duped due to ordering on the one day I'm not eligible for
anything! I've already raised a complaint but doubt i will get anywhere
with it.

[Peter_W]

Thanks @Sillyrabbit80, I appreciate it's a tough one and I definitely want to make sure we've looked over every option we can to help here. 

If you raised your complaint via our online webform I'd give it a bit longer as things may be taking a bit longer than usual due to the festive period, but if you have flagged this with our dedicated complaints team, I'm confident they'll ensure we've done all we can here.

Peter

[cgjones1984]

I am in exactly the same position as you on this @Sillyrabbit80, it definitely had the watch on the sales page hence me choosing to upgrade my wife's phone to get the watch upgrade as well at the same time.

I have raised the issue via the form @Peter_W mentioned and hope to get a response, I will post back here should I receive anything otherwise they can have it back under the 14-day cooling-off period.

[Sillyrabbit80]

I'm glad I'm not alone as I know i didn't dream it! I just wish I'd taken a
screenshot now

[Ariel-Tonks]

 here you go, i took this screenshot on the 12th as I was trying to make the same point as you! 

[Sillyrabbit80]

Sadly I can't see the pic! Are you able to try and message me with it?

[Ariel-Tonks]

Sorry I can't see how to message you