No response to claim

[Amjid786]

Hi, i pre- ordered the Galaxy S21 Ultra and put a claim in for the free Galaxy Buds Pro and Smart Tag but its been over 12 days and i have not had a response. I have attached all the evidences required but still no response. Does anybody else have the same issue and is there anything else i can do? Thanks

[Nitesh95]

Have you had an automatic email saying that your claim has been received?

If so, then you should have received a claim number and you can track the status of your claim.

[Amjid786]

yes i have recieved a claim number and the status is still showing the same as it was 12 days ago. It states that i should receive an update within 7 days and thats the issue as its been 12 days and still no change

[Nitesh95]

Ah ok, so they have confirmed that they have your claim, which is good.

Due to COVID, its probably taking longer than 7days to check and validate claims.

What is the claim tracker currently saying?

[Murphmrm]

just had an update today saying mine are on the way. claimed them on 28 Jan

[Amjid786]

Attached a screenshot

[tinglish]

I had the same issue,so I emailed the promotions team,just explain to them that you have not had a validation for your claim and you are wondering what the hold up is,ask them nicely what is holding up your claim,they got back to me within a day to sort it out.

email:galaxys21buds@samsungpromotions.claims

hope this helps

[Amjid786]

How long did it take before you got a response? was it 20 days?

[Murphmrm]

I got an initial one to say my claim had been validated...roughly 7 days, then nothing until yesterday to confirm shipment

[marcrobbo8]

that's the exact message I got this morning,hope this doesn't turn into a nightmare,thought the claim process was bad enough kept getting invalid imei number finally got accepted & wanted a photo too