Trauma over accessing Samsung Galaxy Buds4 Pro offer

[ohsohollz]

Hello 👋 

I'm a new customer to EE and took out a new contract for two Samsung Galaxy Fold Z 8 at the beginning of August. I did it over the phone as it was two devices and was told by the rep I would be eligible for two sets of buds under the £1 offer. I've yet to receive a code for either with the 30 days expiring tomorrow. I've phoned EE and I've now got to wait a further seven days for this to be escalated. I'm meant to claim by the 11th September and given I haven't had a code in 30 days mot overly confident this will be resolved in time. Is there any way to escalate this or a different number to call. The offer page specifically says the rep should be able to retrieve the code on the call which clearly isn't the case.

Certainly not happy with my first experience with EE. 😭

[Northerner]

Hi @ohsohollz 

The terms are here including what to do if you have not received the code: https://ee.co.uk/help/mobile/gifts-with-purchases/samsung-galaxy-buds4-pro

You'll need to complain if you are unhappy: https://ee.co.uk/help/contact-ee/complaint

Thanks 

[Christopher_G]

Hi @ohsohollz 

Welcome to the community.

I see @Northerner has given you some information about the offer. You have done the right thing in speaking with our customer support team. You're correct that they should be able to get you a code, if it's been over 30 days since you received the phones.

If you're not happy with how things are progressing, please follow the complaints link above and a dedicated team will look into it and contact you directly to discuss it.

Keep us updated with what happens please.

Chris