@Dan_C Hi, please let me know if I need to start a separate thread, but I have an issue also related to the ear bud promotion.
I purchased the phone plan from Optus 24/11 online. The major consideration to me was the offer of free wireless ear buds. Received the phone 28/11. Ear buds not in package - my assumption was that these were to be provided by Optus (no email or details order to indicate other wise) - sim card had not arrived yet so assumed ear bids would come with sim.
Called Optus 2/12 to follow up - advised it was a Samsung promotion, put on hold with Samsung for 45 mins then "sorry we are too busy message" and call dropped.
Called Optus 3/12 and they advised could be redeemed through Samsung website. Call Samsung and they say "sorry" it's past 30/11 so can't redeem (I only received phone 28/11 and had no idea was Samsung promotion).... also advised by Samsung "why did you not just buy the phone earlier in October?" and "we could do this all day sir".
I believe that the time frame for redemption provided is unacceptable. And I think it is Optus' responsibility to make this sort of thing (external supplier redemption and time frames) extremely clear. I hoping there may still be a way to happily rectify in this case. As a long term customer of Optus and Samsung really not happy with these practices.
You're right @Daniellea17
We've sent screenshots through to the campaign managers showing that we had a number of customers sign up on Black Friday. The Black Friday offer went live on the 29th of November and closed on the 2/12/19.
The screenshots we've received do show that the Galaxy Bud offer was advertised. Now, we're finding out whether that was in error or if the promotion end date was in-fact extended.
The communication I previously received state that the offer was valid between the 8/10/19 - 25/11/19. Redemption via the Samsung promotional website closed on the 30/11/19.
I contacted Samsung directly and they said the promo had ended. Samsung provided the same promotion end date of 25/11/19. Maybe you might have more luck finding out more from information Samsung
@RRD, the scenario you've described is a separate issue entirely. For those who couldn't redeem their offer due to a delivery delay, you'll need to:
Email Samsung via email@example.com
You'll need confirm the date purchased / processed and a copy of your proof of purchase
What they've advised is correct. The issue needs to be resolved on our side.
We'll continue to monitor and update this thread as more information comes through.
Is it normal for Samsung to take over 14 day to validate submitted claims. I submitted a claim on the 21st Nov 2019 still in submitted status.
Bought the Samsung Galaxy Note 10+ 5G 512GB was instructed to claim via Samsung redemption site.
Phone was purchased on the 18th of Nov 2019.
Have you received an email confirming validating the redemption? That should have come through within 14-days.
We've been advised that the Galaxy Buds will be delivered within 30 days of receiving the confirmation email.
Tracking details are sent in a separate email after the claim confirmation email.
Hey guys, we're still waiting on today's update from the team.
If we do receive more information this afternoon, we'll let you all know.