When 48 hours means nothing at all and free never happens. Samsung earbuds pro 2

[noobie]

When I bought my Samsung Galaxy S23, it came with the free Samsung earbuds pro 2 offer but the code was never sent and the code was due on the 19th of May. When nothing had arrived by the 27th, I contacted by phoning o2 customer services who apologised and said I would get the code within 5 days.

As expected, nothing happened. I again phoned o2 by phone on the 4th june and again they apologised and said I would recieve a code within 48 hours, sure enough nothing again, has arrived.

I spoke to another customers serviceson the 6th who again said, yes I qualified and apologies and things are now in place for me to recieve a code within 48 hours. Needless to say, still nothing. I had also on Friday, tried to ring my local store only to have over 4 hours, 11 calls going unanswered.

When I signed my contract, the promotion was part of the deal. Would I be in a position to now cancel my contract through the supplier being unable to complete fully, thier part of the contract?

[Bambino]

It's highly doubtful that you would be able to cancel because of this error. I will tag an advisor who will on tomorrow morning to see if they can help. They will message you through this site.

@O2Sarah- Can you please assist @noobie?

[noobie]

Thank you Bambino

[noobie]

@O2Stacey 

[noobie]

Out of the blue, I recieved a code today and the buds have now been ordered. Thanks Bambino for your input 👍

[Theo80]

I am in the same position. Twice I've been lied to.

Is there anybody competent who can actually sort this out? If it wasn't for my own chasing up, I don't think O2 would bother honouring the offer. There are people saying they received their codes and they got their phones after me. How does that work? 

[gmarkj]

I'll mention @O2Ryan who is on duty this morning @Theo80 

Can you see if you can help please Ryan?

[O2Ryan]

Thanks for the tag, ill send a private message over now.

[Strac4501]

Could you help me too please? I have the same issue 

[jimbob2]

Hi @O2Ryan, I have a similar issue. I upgraded to a Samsung A54 at the end of April and that qualified for a pair of free Buds2 (ordinary, not the Pro). I duly received my confirmatory text from O2-UK with link and promo code on May 19th. The code was invalid. I have received a further three texts reminding me to claim my offer each with the same invalid code. So confirmation a) that I qualified for the offer and b) that I hadn't claimed yet. I have phoned Customer Service each time and got a different answer each time. 

1) Its a Samsung promo, not O2. Contact them. 2) We know there is a problem with some codes, working to rectify. 3) will send a new code in the next 48hrs. 4 days on nothing turned up. Local O2 shop agreed my code didn't work but couldn't (wouldn't) help. How do I get the Buds2 I am entitled to? Thanks