topic Re: sasmung buds 2 pro for 1 pound 70 days later still nothing in Pay Monthly

sasmung buds 2 pro for 1 pound 70 days later still nothing

gadget — Fri, 27 Oct 2023 11:35:14 GMT

i understand this is just a o2 consumer forum rather than anything official but im having major problems with o2 CS and am getting nowhere so any advice is welcome

Still awaiting my free gift from 70 days ago contacted CS but all they say is we will contact the relevant department to send the code they do and the code is invalid. Contacted them again on monday saying this they apologised and said the code would be sent in 2/3 days its now friday and no code yet.

Is my next step to ask to speak to a manager ?

i've spent 6 hrs either on webchat or on the phone speaking to 5 different CS agents and all they say is we will contact the relevant department. and nothing happens.

advice ?

Re: sasmung buds 2 pro for 1 pound 70 days later still nothing

jonsie — Fri, 27 Oct 2023 11:37:54 GMT

My next step would be a complaint

https://www.resolver.co.uk/companies/o2-complaints

Re: sasmung buds 2 pro for 1 pound 70 days later still nothing

MI5 — Fri, 27 Oct 2023 12:16:04 GMT

@gadget

Just checking one thing.

You are selecting to pay in full then adding the code on the checkout page?

Re: sasmung buds 2 pro for 1 pound 70 days later still nothing

gadget — Fri, 27 Oct 2023 12:49:24 GMT

yes paying in full i've tried the code different ways upper case lower case even waited afew days before i contacted cs to see if the code needed time to appear on system and work.

nothing worked the department who deals with this aren't really bothered i suppose i'm one of the last people to ask for a code and they are probably hoping i'll go away.

if you've noticed the new offer for the samsung buds 2 pro is all done by the samsung website rather than by o2 themselves.

i'll probably give them until monday but i don't expect any communication from them or will try to fob me off with wait another few days

Re: sasmung buds 2 pro for 1 pound 70 days later still nothing

gadget — Fri, 27 Oct 2023 12:52:37 GMT

thanks for the link looks like that may well be my only option

Re: sasmung buds 2 pro for 1 pound 70 days later still nothing

KuromiTheMagi — Fri, 27 Oct 2023 18:28:25 GMT

I ended up going in store and they rang up the phone team and have hopefully done something. But its a joke. I am also going down the resolver route as the webchat and phone team tried to say I was actually lying about the offer as well as being pretty rude throughout conversations. Also still no code received for me at all

Re: sasmung buds 2 pro for 1 pound 70 days later still nothing

gadget — Fri, 27 Oct 2023 18:45:33 GMT

o2 CS is very poor and the fact that there are outstanding free gifts from months ago and no member of the team are following up anything they are being told.

The fact that samsung now deal with all the free gifts shows how much of a mess o2 got themselves in with this promotion they probably just want us all to go away and thats why its radio silence from the relevant department.

Re: sasmung buds 2 pro for 1 pound 70 days later still nothing

gadget — Fri, 27 Oct 2023 18:47:18 GMT

btw when was your order ? mine was late august the offer expired afew days later.

Re: sasmung buds 2 pro for 1 pound 70 days later still nothing

Oxonian — Fri, 27 Oct 2023 19:23:24 GMT

@KuromiTheMagi

If Customer Services were really were rude to you, you could consider making a complaint :-

How to Complain | Help | O2

https://www.o2.co.uk/how-to-complain

Customer+Complaints+code+250523.pdf (o2.co.uk)

https://www.o2.co.uk/documents/456036/4246828/Customer+Complaints+code+250523.pdf

I suggest that you give full details of when you called etc so that the complaints' handler can trace the recordings of the call and listen to the behaviours that you experienced.

Re: sasmung buds 2 pro for 1 pound 70 days later still nothing

KuromiTheMagi — Sat, 28 Oct 2023 03:34:04 GMT

Mine was a different offer. S23 ultra 512gb between 31st august and 4th october and you get the buds 2 pros for £1 after 30 days. Did mine mid september. So time isn't nearly as long as yours yet but I'm overdue the code and customer service on the phone or webchat has been a nightmare

Re: sasmung buds 2 pro for 1 pound 70 days later still nothing

gadget — Sat, 28 Oct 2023 14:47:55 GMT

Its the fact that no one at o2 takes ownership of this problem i've spoken to 6 different cs about this issue

not one of them have got back to me regarding this asking me has it been resolved have you got the code does it work etc

I've decided that i'll be requesting my airtime to be waived this month as a good will gesture because of the time and energy i've spent trying to resolve this.

I have no doubt on monday when i request to speak to a manager that i will get the usual reply of theres not one available. but theres not much else that can be done. If a manager doesn't resolve this then i'll use the link above to make a complaint.

keep us updated how your issue is going please and i'll do the same

Re: sasmung buds 2 pro for 1 pound 70 days later still nothing

Oxonian — Sun, 29 Oct 2023 07:35:37 GMT

@gadget

The experience of others on this forum is that 'phoning Customer Services just after 8.00am in the morning is a good way to approach it. That is likely to get your call taken by a customer advisor based in the UK, which sometimes leads to a more positive outcome.

Re: sasmung buds 2 pro for 1 pound 70 days later still nothing

gadget — Sun, 29 Oct 2023 07:50:34 GMT

The last two o2 Cs reps i spoke to were in the uk so while sometimes it can help it didn't on this occasion

The customer has no direct communication with the department thats dealing with the codes the o2 CS team can't even phone them it has to be done via email for some unknown reason. Thats where the problems starts and finishes.

Tomorrow will be the fourth time i've requested the codes twice the code didn't arrive

the code was sent but wasn't valid on the other occasion.

Re: sasmung buds 2 pro for 1 pound 70 days later still nothing

Oxonian — Sun, 29 Oct 2023 12:08:17 GMT

@gadget

Really sorry to hear that. Both @jonsie and I have already set out the complaints procedure on this thread - it looks lie you might need it.

Please keep us informed of developments.

Re: sasmung buds 2 pro for 1 pound 70 days later still nothing

gadget — Mon, 30 Oct 2023 10:08:06 GMT

thanks for the reply

how long does this resolver process take is it weeks ?

i know with some complaint processes it can take 8 weeks

can i still start the resolver process but still contact o2 in hope its resolved more quickly

Re: sasmung buds 2 pro for 1 pound 70 days later still nothing

madasaf1sh — Mon, 30 Oct 2023 10:24:47 GMT

@gadget

They have 8 weeks to come back to you.

You can start resolver, when ever you want, a word of warning though about resolve that has come to light, they WILL use your email address to send spam (as I found out in the last couple of weeks).. So be aware of that and use and email address you don't mind spam going to..

The only thing I will add as well is make sure you have all the proof and evidence as well, as Resolver will ask for this.

Re: sasmung buds 2 pro for 1 pound 70 days later still nothing

Oxonian — Mon, 30 Oct 2023 17:21:19 GMT

@gadget

You asked :-

>>> can i still start the resolver process but still contact o2 in hope its resolved more quickly.

I believe that you can, but I would not advise it as a three way conversation - you, O2 and Resolver - could get messy and actually slow down a resolution.

Re: sasmung buds 2 pro for 1 pound 70 days later still nothing

Leshatt — Mon, 30 Oct 2023 17:31:29 GMT

Same for me, contacted customer services, no reply, same with the ceo.

Managers will just give the same excuses. Technically in breach of contract not supplying them. Am at the point of returning the phone.

Re: sasmung buds 2 pro for 1 pound 70 days later still nothing

Oxonian — Mon, 30 Oct 2023 19:03:13 GMT

@Leshatt

The formal O2 complaints' procedure has already been described on this thread.

Good luck !

Re: sasmung buds 2 pro for 1 pound 70 days later still nothing

gadget — Tue, 31 Oct 2023 09:57:58 GMT

julie one of the managers hasn't even phoned back as yet

the CS said i had to wait 14 days from the time i requested the code before they could escalate it further its only been 8 days but that is just the most recent request i requested a code weeks ago first time no code was sent second time code was sent but was invalid on the o2 shop.

No doubt once i've waited the 14 days which is next monday i will have to then wait another 14 days to take that escalation further if nothing is actioned lol