S25 offer, watch and buds.

[ColinR71]

Morning all, I apologise if this has been covered, but i've had a search and couldn't find anything.

My question is, on the recent offer for the S25 upgrade for a Galaxy watch and buds, I completed an online claim and eventually  received the watch. But I've now been told that I needed to complete two forms, one for the watch and the other for the buds.  I didn't find any info stating this and I'm wondering how I missed it when the offer said it was for both. EE are saying it's down to Samsung and Samsung are just washing their hands of it.

Is this the norm?

[Michael_D]

Hi @ColinR71 

Thanks for coming to the community.

I know you'll be keen to get your hands on the buds. 

It was a separate offer to the one for the watch, so it would need to be claimed with Samsung within 30 days of purchasing the phone. 

When did you place the order?

Michael

[ColinR71]

Hello Michael, 

I completed the offer on the 3rd May so now well past the cut off.

I just can't understand why it was put as a joint offer but not actually a joint offer when claiming, doesn't make any sense.

[Peter_W · Accepted solution]

Hi again @ColinR71, Samsung do often run promotions on devices like this, but it's the first time I recall them offering multiple at the same time. 

We don't have any control over the redemption process, and it's something that they set at their end, so I would definitely recommend reaching out to them direct to explain your eligibility, and the circumstances around the offer. 

You can find all the details you need on how to query claims here:

Help & Support - Samsung Promotions

[ColinR71]

I've emailed twice now and they say it required two forms and it's out of time, so they're pretty much saying tough!

Really not impressed with that.

[Dawnpub]

Hi Colin, I'm in exactly the same position. There wasn't any information on making 2 seperate claims. Had they got back to me in the 2 day time frame stated I could have put a second claim in, but I was having to email repeatly, by the time they got back to me and told me to claim it had shut. Have you had any joy with them?

[ColinR71]

Nope, they've washed their hands of it. Keep repeating that it's too late to claim and they have nothing else they can do.

[Ems0nlyems]

I too only received one item, the buds, and no watch. I did not see anywhere that I had to upload the same information twice for separate claims when they were offered as one deal.