by Superlewy Investigator
Investigator

Where is my free gift?

Hello, I am trying to find out what is going on with my free gift, from what I can gather they usually should take 15-30 days to send out, I am currently on about 40 days since receiving my phone and I am still waiting to hear anything regarding my free gift. Any help would be greatly appreciated. Thanks. 

11 REPLIES 11
by Grand Master
Grand Master

Re: Where is my free gift?

@Superlewy  You’ll need to contact customer services about this.

by
EE Community Support Team

Re: Where is my free gift?

Hi @Superlewy.

 

Welcome to the community.

 

As @Chris_B has mentioned, if you contact our customer service team they will be able to take a look into this and give you an update.

 

Let us know how you get on 🙂

 

Jon

by Superlewy Investigator
Investigator

Re: Where is my free gift?

Sadly this has not yet been solved, I have spoken to customer service who have just tried to pass the book and blame Nintendo, ultimately they have just told me there's nothing they can do and to complain to the Ombudsman. I really feel like EE are in breach of contract here, as I would never have signed up for the contract if I hadn't been enticed by the Nintendo Switch. Horrendous customer service, and this experience has just made me want to leave EE and take out a contract elsewhere. Will update again when I have further information. 

by Superlewy Investigator
Investigator

Re: Where is my free gift?

One further thing to add here, I informed them that I was told the Switch would be sent out 15-30 days, which they have outright denied, despite the fact I have this in writing. 

by Brilliant Contributor
Brilliant Contributor

Re: Where is my free gift?

@Superlewy

 

Did you read the T&Cs before signing?

 

There is no breach of contract due to the free gift is only available until all stock has gone.

 

If demand outweighs supply then they can't magic out some more.

 

It would state subject to availability.


BrendonH (Android Expert) Samsung Galaxy S10+ (Android 10 Beta)
If I have helped please click the THUMB/SOLUTION buttons below
by
EE Community Support Team

Re: Where is my free gift?

Hi there @Superlewy

 

Thanks for coming back to the community.

 

Where did you place the order, in store, over the phone or online?

 

Also, what phone and price plan did you select?

 

Speak soon, Leanne.

by Superlewy Investigator
Investigator

Re: Where is my free gift?

Hi Leanne, I placed the order on 17th November, online, also spoke to an advisor on the phone to confirm the order. I ordered Huawei mate 20 lite, £38 per month, Unlimited minutes and texts, and 10GB data. 

Highlighted
by Superlewy Investigator
Investigator

Re: Where is my free gift?

Yes, I read the t&cs and was assured over the phone when placing the order there would be no issue with the Switch. It seems like EE are just trying to change the terms of our deal now. As obviously I wouldn't have signed up to be a customer had it not been for that offer. 

by
EE Community Support Team

Re: Where is my free gift?

Thanks for the quick reply @Superlewy

 

I have sent you a private message to get some details.

 

Speak soon, Leanne.

by Brilliant Contributor
Brilliant Contributor

Re: Where is my free gift?

No terms have been changed. You read the terms as you said. You signed for them. Those are what they go by.


BrendonH (Android Expert) Samsung Galaxy S10+ (Android 10 Beta)
If I have helped please click the THUMB/SOLUTION buttons below
by Superlewy Investigator
Investigator

Re: Where is my free gift?

I know, that's why I'm wondering where my Nintendo Switch is. 

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