15-03-2019 10:11 AM - last edited 19-03-2019 12:50 PM
Hi all.
Figured that I'd post a pinned thread with answers to some FAQ's for you all rather than post the same stuff in each of the Galaxy Buds Promo/Claim threads.
“How do I claim?”
We’re happy to announce that you are now able to use the Samsung Members app to claim a pair Galaxy Buds with your pre-ordered Galaxy S10 or S10+. Head to the Explore tab on Samsung Members and you’ll find ‘Benefits’ indexed as a tag underneath your name or at the bottom of this tab.
You can also claim at https://www.samsung.com/uk/galaxys-preorder
“I can’t find the Benefits tab”
On 14th March 2019, we released an update to Samsung Members, bringing a whole new UI that’s simple and easy to find the content you need. Make sure that you are on the latest version of the app, which will be updated by the Galaxy Store.
The benefits section can be accessed from the ‘Explore’ tab, from the indexed tab under your name or by scrolling to the bottom of the page and tap ‘View more’
“I’ve not received my email confirmation”
It may take up to 7 days for your claim to be reviewed by the promotions team and for your confirmation to be sent to you. They are working hard to get these out as soon as they can.
“My claim was rejected as they did not accept my evidence”
To validate your claim, the promotions need a proof of purchase that includes:
- Pre-order date
- Retailer/network it was purchased from
- Product (name or model number) that was pre-ordered.
You need to get this information back to the team to review as soon as possible, so that they can re-assess the claim. For more details check out the Terms and conditions https://www.samsung.com/uk/galaxys-preorder/terms/
Some examples of proofs of purchases: https://20191.samsungpromotions.claims/gb/en/pages/galaxybuds/pop-examples
“It’s not recognising my postcode”
Please restart your phone, check for software and app updates, and reattempt the claims process. If you are continuing to have issues, try claiming at https://www.samsung.com/uk/galaxys-preorder
“My pre-order has been delayed and I won’t receive my phone until after the claim period for the offer has closed – will I miss out?”
Thanks for your patience while we work closely with partners to get your pre-orders fulfilled. We wouldn’t want you to miss out on this great offer, so will make this available to those of you who have had to wait a little longer for your phones and extend the claims period to 30 days from your delivery.
When you claim, you’ll need to provide proof of:
- Pre-order date
- Retailer/network it was purchased from
- Product (name or model number) that was pre-ordered
- Delivery date of your device
20-03-2019 09:28 AM in
Not sure how much faith I'd put into that date of fulfilment. Mine states "Sent for fulfilment 08/03/19 12:50:25" and I've not had anything yet. Don't mind the wait really, just be nice to get a bit more of a steer than 'within 30 days'
20-03-2019 10:59 AM in
Still not heard anything regarding delivery here ether im guessing its going to be at the back end of them 30 days ive read on some us forums that people have been given 5+ weeks as a delivery date so as previous poster stated it could be even longer than 30 days
22-03-2019 12:47 PM in
Hi All
I have had a text message saying my claim is on hold as my evidence was not accepted, and that I should refer to my email for further instrcutions, however I havent had an email with any further instructions, and it has now been 3 days. Does anyone know how I can resubmit my evidence at all?
Thanks
23-03-2019 01:45 AM in
They said mine was on hold due to no logo on the proof of purchase... it's their email they sent me lol it says Samsung on it... just not the Samsung logo, so I replied with a blunt email and two days later got a message saying it had been approved!
Nightmare process but at the same time appreciate them reassessing without me having to go to the effort of scanning in and doing another proof of purchase
23-03-2019 10:11 AM in
24-03-2019 07:30 PM in
Hi folks,
I am completely lost (and very angry), so I decided to search for help in the communities.
I've ordered my Galaxy S10 at 7th of March. It was delivered on week later but that's ok, I understand all this preorder thing being a bit crazy. Even though my clear case included into purchase was lost (and eventually delivered three weeks later after several conversations with support) - it's ok. Still works.
Where I am completely stuck is galaxy free buds promo:
Samsung team, I have a few questions:
Fellow community members, if you have any idea what to do next, please share an advice. It feels like I never got these buds…
24-03-2019 10:58 PM in
The offer was just for the white ones I think.
25-03-2019 10:58 AM in
25-03-2019 06:34 PM in
Hi
I entered the promotion and received an email advising they would check my documents and let me know. It's now been seven days and I haven't heard anything (I have checked my spam folder folder). How long should I wait to hear....or is there an email address I can email to ask them to confirm my status?
Thanks!
25-03-2019 06:59 PM in
Mine got validated on the 13th and thats what it said on the claim tracker, just had a look again and now it says processed and if i haven't recieved them yet they will be with me shortly. No email since validation so hopefully means they have been shipped