free headphones

[rachel2208]

hi i upgraded to the samsumg s6 online the other day on the 21 of june when i ordered the phone it said they come with a free set of head phones the same ones which now come with the s5 my phone arrived yesterday but with no head phones so i spoke to an advisore yesterday who told me to go to the vodafone store and they would give me the headphones . So after going there yesterday i was told the shop didnt have that sort of thing in store i would need to ring the upgrade team .

 so today i have phoned the upgrade team and they are saying that i am not intitled to them as they are for the s5 only yet the advisore yesterday said i am as they were still on  offer when i upgraded can some one please help me please to get this sorted

[BandOfBrothers]

Hi

Can you link to the offer that included the headphones when you upgraded.

Look at any T&C and Small Print as sometimes a person has to visit a link to Redeem any offer to order items.

We are all customers here with no account access.

I would suggest calling Customer services on 191 if the information you have seen indicates you should have received this accessory.

[rachel2208]

i cant link to the offer any more as it ended on sunday i think thats what the lady on the online chat said and i have tried calling 191 and they are saying i that the offer is for the s5 only which is wrong as the offer was on the s6 when i ordered my phone

[BandOfBrothers]

Hi

Was nothing mentioned in any email communication you may have recieved after upgrading ?

Don't take this the wrong way please but is it possible you've seen the offer for the s5 accessory and the stuck in your mind when ordering the s6 ?

[BandOfBrothers]

Hi again.

I've just performed a Google Search and got this.

It does seem to infer headphones come with the s6 but I can't see if it's a new contract or upgrade.

[drey_p]

Normally things like free accesories are shipped to your separately within a few days of you taking about the contract.

Have customer services been able to confirm that you were eligible for the offer at all?

[rachel2208]

I have given up just been speaking to a few more advisors as the kept passing me to different people the first one true to offer me 10 pounds instead then got passed to a few others that said yes I can have them but a different department deals with that stuff and the last person I spoke to said I was not eligible for them so I have gave up and I think I will just make a complaint

[BandOfBrothers]

Hi

I appreciate the frustration you must be feeling with this as information on this seems to be different from the department.

I would suggest persevering through Customer Services for an amicable resolution.

A complaint is made through the same avenues you've been using.
Ie 191

Their is no customer facing email complaint address.

[drey_p]

Do you have any confirmation that you were supposed to get the speakers - the only reason I ask is that there is a promotion where you get Harmon Kardon speakers but that is on the S5 only.

If you are in your 14 day cooling off period and aren't happy, you can always return the handset and cancel the ugprade.

[rachel2208]

I spoke to the complaints department I am intitled to them they are just out of stock and need to wait a few days for a txt and then they will be sent out