Samsung Buds2 Pro Promotion Valid Claim Rejection

[Members_kB0dY5S]

I tried to claim the promotional buds, however Samsung rejected my perfectly valid claim.

My claim submission satisfied the Terms & Conditions and provided all of the information requested.

From the back & forth with the claims queries team, they have admitted that the criteria they are using to verify the purchase differs from that which they are requesting customers send. 

(They state that the information can be provided on combination of documents, however, they are only accepting the information if it is on a single document).

In my case, this made it impossible to obtain the promotional goods even though I had sent all of the Vodafone documentation for new phone purchase.

I am sure that there are many customers who have struggled and been unable to receive promotional goods that they were legitimately entitled too.

Opening a case with Trading Standards and the Advertising Standards Authority is extremely easy and whilst it may not get you the item you were entitled to, it may help to ensure that should you buy a Samsung product in the future, you actually receive the promotional item.

[PaulM1]

Hi, @Members_kB0dY5S. That's very strange indeed. Typically, the retailer/network will provide a proof of purchase that fits on a single page.

If this was the sticking point, I highly recommend requesting this from the retailer and then sending it our Promotions Team. It is possible that the format which Vodafone provided this information was not sufficient for validating your claim yet.

When sending your proof of purchase, it is important that you ensure the following information is clearly visible:

• What you bought.
• Where you bought it from.
• When you bought it.

I'd recommend that you continue liaising with the Promotions Team, so that it has all the information needed to validate your claim. You can get clarity on exactly what is needed when you hear back from the team.

Please let us know how you get on with this.