Z Fold 6 pre-order with free Galaxy Buds3 Pro Silver

[gazzabjazza]

Hi,

I upgraded my phone yesterday and upgraded to the Z Fold 6 with the offer of a free pair of Galaxy Buds3 Pro.

The website says the Buds will be delivered to me 15-30 days after the order has been placed, but the lady I did the upgrade with yesterday said I would have to claim them with Samsung?

There is no mention of the Buds3 Pro on the order email/invoice that was sent to me either.

Can someone please clarify how these will be claimed or if they will be sent out by EE as the website says?

Thanks!

[Aggie2511]

well i certainly meet the eligibility no question of that so why no text ??? and every time I ring 150 I'm told I should have claimed them direct from Samsung ? or told no such offer existed , don't thing any of the EE team know what's going on.

I have 8 lines with EE and spend thousands a year to be treated like this . Absolutely appalling customer service  in my eyes

[Peter_W]

@Aggie2511 Whilst Samsung do regularly run offers that you need to claim from them direct, in this case it's definitely one that we're sending out.

I really do get why you'll feel fed up if nobody has taken ownership of this when you've contacted us, though. 

I'm confident if you get back in touch with our team somebody will be able to help you get this escalated, or alternatively you can also raise this directly with our complaints team via our online form.

They're our highest point of escalation, so will be able to ensure we've looked at everything we can with your case.

Peter

[46and2]

To anyone who is considering an official complaint, I would suggest to not waste your time. 

Nothing will happen and the complaint will just be closed with no follow up whatsoever. 

I have been on live chat 6 times and spoke to a EE rep in person.  None of them can help, I have received no text despite other people now receiving their buds.  Feels like I'm at the bottom of the pile.

I have a long haul flight this week which I really wanted the buds for.  Now I'm going to have to go and buy some for my long plane journey.  Utterly fed up with the whole situation.  Honestly, I've never had such bad customer service from any company - been a customer for going on 20 years too - what an idiot I am! 

Once my contract is up, I'm going to be moving to another provider.  Wish I'd have moved prior to this upgrade.

[Michael_D]

Hi @46and2.

I am sorry that you are not getting any joy with our chat team.

Have they given any reason why you've not heard anything or confirmed that you would be eligible?

I know you have mentioned making a complaint and it being closed. Was this with the chat guides? If it was you can make a complaint with our dedicated complaints team if you are not happy with what has happened up to now.

Michael

[46and2]

It has been confirmed that I am eligible as I ordered in the pre-order window.  They could not explain why I hadn't received a text.  All I have been told is that there is a recall (on the phone right now with EE) and that is it.  Nothing more.

The rep I'm on the phone with spoke to the supply chain team and apparently it's nothing to do with them.

So, no updates, no reasons - just more BS.  I have raised another complaint, but have been told it will not make any difference as there is nothing to be done.  

As I see people on this thread receiving their buds I'm getting more and more annoyed (not for them - good luck to em!).  Not sure what else I can do.  Utterly dejected by the whole process, lack of care, lack of accountability and not a single person from EE has been able to help.  I'm now going to buy some buds elsewhere for my flight.  I do not expect to receive anything from EE.  Can't trust you at all.  If I had known this was going to happen, I would have returned the phone and moved elsewhere - I literally pre-ordered on the back of the buds offer.  Next step is to see what other recourse I have, legal or otherwise.

More fool me for thinking you'd hold up your side.

[Aggie2511]

I've had exactly the same experience as yourself i have 8 lines with
them and will be shifting all of them at the earliest operativity,
customer services is an absolute joke, i got told to call samsung
direct.

[Tempo_B]

I would make a complaint to the Telecommunications ombudsman. EE would be charged a penalty automatically before it's investigated. 

People should've been told by the sales operators to expect a text or what to do next in order to complain.

With regards to the buds, I'm very underwhelmed. They arrived with a broken eartip which was another hellish experience to sort, being pushed back and forth between EE and Samsung. Also my buds have only lasted 3 hours when they state 6,25 and skipped tracks on their own about 15 times,and they have drained the case at times when they're supposed to be fully charged. So I think mine are faulty and need replacing. The £20 ear buds I got off Amazon are better and last up to 8 hours playback.

[46and2]

Good idea, I'm going to report this to the Ombudsman.  Feels like a false promise or similar.  I appreciate that there has been a recall, but I've heard nothing from EE that I haven't had to drag out of them after numerous calls and chats.

 I have had to chase and chase and opened complaints which just get shut without resolution.  The fact that no one can tell me anything and I had to wait for until the colling off period was over is not good.  If I had known earlier I would have cancelled my order, now I am in limbo.

Let's see what the Ombudsman can do.

[46and2]

Just to add insult to injury, they are available to buy on the EE store at a discount!! 

Now I am very angry.

https://store.ee.co.uk/products/samsung-galaxy-buds3-pro-silver-sm-r630nzaaeua-HS23.html

[46and2]

I see the 'community support team' have gone very quiet on this.  If anyone is interested, you can buy them from EE for £169.  Might be the only chance you get, as EE don't seem that **bleep**d about honoring the promo.