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PLW118
Beginner
346 Views
Message 1 of 11

Free gift email and code not received

My line and superfast Fibre broadband was activated on the 14th June. 

You sent an email stating that I would receive an email and code for a Samsung Tablet with in 14 days.

I still have not received the email and code promised in the March offer and further repeated in the email and Chat with your adviser. 

Please tell me what is happening

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Distinguished Sage
Distinguished Sage
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Message 2 of 11

Re: Free gift email and code not received

You will receive the claim code, after your service has been active for 30 days (not 14 days, as this is an error)

If you have not received the code after the 14th July, then please post back here.

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PLW118
Beginner
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Message 3 of 11

Re: Free gift email and code not received

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So this is false?

I signed on for the March Offer and requested delay in activation because of previous contract

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Moderator
Moderator
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Message 4 of 11

Re: Free gift email and code not received

Hi @PLW118  welcome to the forum and thanks for posting. Sorry for the confusion over the cooling off period for your gift. The lead time has been increased now to reflect the cooling off period is 30 days. You placed your order back in March, with a delay in activation, and the lead time back then was 14 days.

We will be happy to help you get your gift and I've sent you a Private message explaining how you can contact the forum moderation team. 
Check here: https://community.bt.com/t5/notes/privatenotespage  

Cheers
John

Community ModeratorJohnC
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Moderator
Moderator
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Message 5 of 11

Re: Free gift email and code not received

Hi @PLW118  thanks for sending over your details. I have raised a query with the promotions team and will update you as soon as I have any more information.

Cheers
John

Community ModeratorJohnC
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PLW118
Beginner
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Message 6 of 11

Re: Free gift email and code not received

No further information?

It seems the the word of a BT advisor is not worth a penny farthing!

I am now past the two weeks cooling off period.

And to top it off the cashback I was promised has now been declined!

IS THIS SOME KIND OF TRAP? make promises and not keep them.

I would like to know how many others have been victims like me!

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Distinguished Sage
Distinguished Sage
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Message 7 of 11

Re: Free gift email and code not received

deleted by poster

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Moderator
Moderator
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Message 8 of 11

Re: Free gift email and code not received

Hi @PLW118I'm so sorry you have cause to complain and can assure it's not a trap and we will honour the offers you're entitled to. 

@JohnC2 isn't in the office today but he has raised this with the promotions team and he will update you as soon as they update him.  Amending the original order and changing the start date has likely stopped all these things from happening automatically and its probably the reason why the cashback has also been declined. @JohnC2 will be back in the office on Monday and he'll be able to help with that aspect of your complaint also.

Community ModeratorNeilO
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PLW118
Beginner
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Message 9 of 11

Re: Free gift email and code not received

The promise confirmed by the BT advisor was a "gift" FOURTEEN days after activation.

You stated that it was changed to THIRTY days after activation.

Tomorrow will be by my count THIRTY-THREE days after activation.

Still no code and no email and no sign that the cashback will be honoured!

Where do I lodge a formal complaint again? 

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Moderator
Moderator
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Message 10 of 11

Re: Free gift email and code not received

Hi @PLW118  thanks for taking my call earlier and just to confirm that I have a complaint open on your account and will ensure you are getting your free gift. I am chasing with the promotions team as they have told me your free gift will be dispatched by the BT Shop any day now. However, you should have received a code first to place an order for the free gift of your choice. I'll keep chasing this and will update you as soon as I know what is happening.

cheers
John

Community ModeratorJohnC
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