While I thank you for your help, I really wish it hadn’t been necessary for you to intervene.

Thanks again!

Ordered a Samsung phone purely for the free Nintendo Wii and Gaming Projector - at £25 a month for 24 months - £600 total..

That I can cope with.. What I couldn’t cope with is the absolutely shocking customer service and process. First of all they messed up my order and didn’t send the claim form for the Wii, only the projector - so I called to be told that they can’t send a claim form for it out and I should just write on the projector form that I’m entitled to the Wii when I send it in.

Luckily I had the order reference email which stated the free gifts I was entitled to, so be sure to keep that (wait, I’m not advocating buying from these guys at all!)

So, when my first bill arrived I duly paid it straight away and sent all the details to Beepy - including a note that said please call or email using my details I left on the form, to let me know you have received - no call so I called them to confirm - they said I’m not entitled to a Wii - I told them I was and that I spoke to X on XX day who told me to do all that crazy stuff with the form.

28 days after that, no Wii - so I called again to find out where it is - “we’ll call you back in a while” and no call back - so I called back again “we’ll call you back” no call - so third time I asked for a supervisor - David, who literally promised that he would call me back on Monday (it was Friday around 5:30pm) and no call came again.

So, I sent a letter to the Managing Director by recorded delivery, the next day I got my first ever call from Beepy, a supervisor called Janet who questioned why I had sent a letter in (well, let’s face it, I got a call from you eh!) and that I had to wait until the following Wednesday, and if it hadn’t turned up then she would “personally take on my case and get it sorted” - I told her “this is the first call I had from them, after having spent 5 hours of my own time and money contacting them, and said thank you, one call in all this time, just one call after being promised by no less than 4 different people would have placated me”, instead they don’t get in touch and it leaves people really riled up.

Wednesday came, no Wii, but left it until Friday for Christmas post delays sake - the projector turned up on Friday - no Wii - so once again a call went in to Beepy and I was told that I wasn’t entitled to a Wii - “READ THE F****** NOTES ON MY ACCOUNT BECAUSE I’M SICK OF HAVING TO RE-TELL THE SAME STORY OVER AND OVER” - “oh dear” he said, “well i’ll have to (you guessed it) call you back”

No call once again - so I’m fuming, once more - then today I called to be told that as the Wii had been processed on the 24th november (only 2 1/3 months already late!) that it would be with me before Christmas - I’m now waiting on a call back from Janet - though I won’t hold my breath..

Overall:

Friendliness 4/10
Customer Service 2/10
Call-backs 0/10
Supervisor IQ - 1/10
Speed of delivery (phone) 8/10
Speed of delivery (free gift) 0/10