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Beginner
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Message 1 of 7

Free gift email not received

I have not yet received the email to claim the tablet or xbox, my go live date was August 2nd.

I have used the online chat multiple times and was told it would be sent out. The person in the last chat logged a complaint and that was over a week ago. Haven't heard anymore about it or received the email.

I saw that people have had success posting here so thought it was worth trying.

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6 REPLIES 6
Distinguished Sage
Distinguished Sage
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Message 2 of 7

Re: Free gift email not received

@AllyMurray 

I assume you placed the order in July?

These were the July offers https://shop.bt.com/other-pages/bt-customer-offers/bt-broadband-july-2019-offer/

There is no mention of a tablet or Xbox, are you sure you have the right dates?

Headphones, FitBit or Amazon Echo.

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.

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Beginner
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Message 3 of 7

Re: Free gift email not received

The order was placed on Tuesday 30th July on the phone, I spoke with someone in the Dundee call centre. The go live date was then on the 2nd of August. The person I spoke to on the phone definitely said it was a tablet or xbox one s digital edition.

The go live date was close to the order date because it was a new property and other than the equipment being sent out nothing else needed to be done, it was already set up.

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Distinguished Sage
Distinguished Sage
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Message 4 of 7

Re: Free gift email not received

The gift depends on the order date, which was in July.

As you placed the order over the phone, I do not think it qualifies for any gifts, but a moderator will have to take a look, but its going to take quite a few days before they can look at it.

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Beginner
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Message 5 of 7

Re: Free gift email not received

Well if that's the case I hope they record their calls because I was lied to. 

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Beginner
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Message 6 of 7

Re: Free gift email not received

Update to save anyone wasting time on this.

I have now been contacted by someone from the complaints department, they have said that the tablet or xbox was an offer they had available on the day I ordered my package however this was only for 24 month contracts.

I am on an 18 month contract, I did say I wasn't told this at the time so they are going to review the call and will honour it if I was mis-sold.

Moderator-Retired
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Message 7 of 7

Re: Free gift email not received

Hi @AllyMurray 

Welcome to the Community and thanks for posting.

Sorry to hear about the problems you're having claiming the free gift. 

Glad to hear that one of our complaints teams is going to review the call for you. 

If you need any help from the MOD team let me know and I will see what we can do.

Matt

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