Your not the only one in this boat.
I pre-ordered a S10+ on the 7th March (as I was upgrading a lease plan, this was the first chance that I had).
With the Phone ordered and confirmed that I did make the deadline for the Galaxy Buds. I was informed there was a large number of pre-orders and my phone was on back order. A week after release I got the magical message that my package was on it's way. Heads up the good news ends here.
My package ended up being shipped to an address near Newcastle (3 hours from where I live in Sydney). When I rang up to confirm they assistant confirmed that the package was mine. However it took a little while to get though to them that the package was sent to the wrong address. They confirmed my address (which was correct) then checked with Star Track and then they confirmed a mistake had been made. I was told I had to wait until Australia Post sent the phone back before it would be sent to myself. I was told by the person on the phone that they would get back to myself.
A couple of days later I rang Telstra support as I have not heard anything (this will be a running theme). I spoke to a different person and they informed me that I would have to wait 10 days for Australia Post to send the package back. This was not acceptable as the mistake was not mine. The assistant I spoke to then created a new order for a S10+ so I would receive one quicker. They then confirmed that I would still receive the Galaxy Buds, as I had ordered a phone before the cut off date and the issue was not my fault. I received this phone about 1 week later, alias just the phone, no Galaxy Buds.
So the following day, rang Telstra (this was a Friday). They informed me that the Buds are on back order and they are waiting for shipment, again confirmed I am receiving them. The following Monday, I got a call from Telstra asking if I have received the Galaxy Buds (so clearly the teams within Telstra are not talking with each other) to which I replied I had not. I was then told I would receive a call the following Monday to follow up.
The following Monday came and went without a phone call. So again I called Telstra to find out what was happening, Telstra response was we are waiting for a shippment (as they were processing with Samsung). I also checked when I would be receiving the package for me to sent my S9+ back (as I was on an upgrade lease). I was told they would follow up and send it out. I was also provided the Warehouse Number to ring if I had not received within 3 week of receiving my phone
You guessed it, 3 weeks and no Galaxy Buds. So I ring the warehouse number, and they were confused as to why I was provided with there number as they would not have any details on my order. So I call Telstra support back, this time I am told that I have to claim the Ear Buds directly from Samsung (we are now after the deadline for claiming), So I call the Samsung Number they provided, and as I guessed, no information about how to claim for the Galaxy Buds. I hit the Samsung live chat, where I got someone helpful (telling myself this whole issue is Telstra's fault and not Samsung's). If I had got the phone from the Samsung Store they would help me, but they couldn't as this was from Telstra. So instead of calling Telstra Support, I called the complaints line. While the person I was talking to was not at fault, I was really not happy with the run around. I get the response this is a known issue, and Telstra is fixing it, but again no timeframe on an update. I did however manage to get information on where to send my Old Phone (which I was told the customer has to send at their expense, Telstra no longer provide pre-paid packages for them) - This is Red Flag as I was also planning on the 5G upgrade, but with all this trouble, may look at other providers. I did request a phone call back with then update within the next couple of days.
2 days later I get a phone call telling me there is no update, and again no timeframe as to when I would be receiving the Galaxy Buds. Now a week has passed with no update.
Checking the Telstra Store online, they are marking the Galaxy Buds as available, this means Telstra has stock.
My next option at the moment is legal as I get the feeling that Telstra doesn't care.
To add insult to injury each time I call they want to check my Home Internet or any other services I have so they can bundle.
Hello
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