JBL soundbar delivered instead of a Portable Speaker, this after numerous calls and a 3 month wait??

[surrey_lad]

What a shambles!! Left EE and opted to go with BT as for almost the same money per month they were offering a free JBL portable speaker. So at the start of November i signed and activated my new BT SIM, I never received confirmation of the speaker offer so I phoned CS and was told to be patient and wait for the 30 days and thereafter I would receive emails on how to claim "The Reward".

My intention was to give the speaker to my 14yrs old as part of her xmas presents, xmas came and went ...nada. Early in the new year I decided to call CS again but this time was told I wasn't eligible for the speaker offer, i argued the case and finally they agreed it was their mistake and that i was eligible for the promotion and that they would send me the emails to enable me to claim the speaker......again NEVER happened. Called CS numerous times and each time was told the same "I'll send you the email now". On one occasion I said I'll stay on the line to confirm receipt of the email and was told it could take up 5 days to arrive.....REALLY!! again never happened. 

So just over 3 months after activating my SIM I get a text and first ever email but from the BTshop informing me that my package is on its way. Package arrives and its the JBL studio soundbar. I really don't need a soundbar, I don't even have a TV I've got a projection screen with in-wall speakers, its something I want to give a 14yr old. What now? spend more time on this? Its the principle of the matter now!

[Keith_Beddoe]

@surrey_lad 

Welcome to this user forum.

What date was your order placed?

There was an offer for the JBL Flip 4 for orders placed between the 25th October and 21st of November then a new promotion started for a JBL soundbar from the 22nd November to 7th of December

[surrey_lad]

Order placed on the 7th and activated on the 10th Nov

[surrey_lad]

Thanks for those dates.. if i can find the motivation to call them they'll come in handy...cheers;)

[Keith_Beddoe]

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

[JohnC2]

Hi @surrey_lad, welcome to the forum and thanks for posting. I'm sorry that you received the incorrect gift. I've sent you a Private Message with details on how to contact the Mod team and we will be happy to help you get this resolved.

cheers
John

[surrey_lad]

Thanks John I'll return the PM now, very much appreciated.

[surrey_lad]

Hi folks, I hope you are all keeping well and safe.

Just an update...as instructed I called BTshop to arrange for the return of the sound bar, whilst on the phone to them I asked the question of when they would be sending out the portable speaker...they had no record of it on their system.

I returned the soundbar and waited the 30days for the dispatch email to come....nada...then lockdown hit!

I know there is presently bigger things to worry about given what we are all going through in lockdown but at some point it would be nice to finally get this off my todo list.

Stay Safe

[RobbieMac]

Hi @surrey_lad,

Thanks for posting back!  Sorry it is taking so long for you to receive the correct gift.  I can see my colleague @JohnC2 picked this up previously.  He received confirmation that the correct gift would be sent and that you'd receive it within 30 days.  Sorry that's not the case.  I'll ask John to pick it up again and chase with the team to find out what happened.

Cheers,

Robbie

[JohnC2]

Hi @surrey_lad  sorry that you still haven't received the speaker. I will chase again with the promotions team and I'll update you as soon as I hear back.

cheers
John