Samsung Earbuds deal with S20 ultra pre-order

[Zannah]

Good afternoon,

I wonder if anyone can help me?

We pre-ordered two s20 ultras at the start of March which came with the enchanced trade in and samsung earbuds offer. We were finally able to collect these on 23rd of June. When we did I was given an information leaflet about how to order the Samsung Earbuds which said I had til the end of July to redeem. We went to redeem them on the 1st of July, but the offer had now closed, we got back in contact with the store who were not prepared to really help us out. They gave me 2 options, 1 to return the phone and downgrade to the s20+, but I had to do so on that day as the Buds deal on that phone ended on the 1st July, or second, just return the phone outright. I have til tomorrow to return the phone and cancel outright. I explained that I am missing out due to them giving me the wrong information but this was the best the manager was prepared to do. He did say he would investigate the issue with the staff member who dealt with us when he returns but that won't change the end result for us.

I contacted Samsung promotions directly and they were not prepared to honour the deal as it was o2's mistake, not theirs.

I have tried to contact o2 customer support but can't seem to get through to a department that will help due to reduced numbers and live chat is currently down as well.

Any help or advice will be appreciated.

Thanks in advance.

[MI5]

@Martin-O2 @LukasB 

Can you help @Zannah here at all?

[Bambino]

@Zannah All available customer service numbers are here: Guide: Coronavirus Community Help and Support Try 0800 977 7337 first. Choose Lost/Stolen or Fraud option to get through if you have to.

[Zannah]

I have appealed to Samsung again in writing hoping they will step up, but am not holding my breath.

Am currently speaking to a second person at customer services, first put me on hold saying he would speak to a supervisor, got picked up by a second who said the same thing...   Second person has told me the only escalation I can make is to make a formal complaint, as I have already contacted Samsung as well as going back to the point of sale.

[Martin-O2]

Cheers for the mention @MI5. 

@Zannah I'll see if there is anything we can do on O2's end. I'll need some details so I'll send you a private message.