Sudocrem Win but not being allowed it...sorry it's a long one

easter65 · 17 December 2014 at 5:29PM

So last week I won on the christmas cracker on my second go. I won a Steiff bear and took a screen shot of the congratulations page on my fb. Filled in email and name and never heard anything. So today I went on their fb and noticed a couple other people had asked about confirmation and they said to message them their details so I did the same. I PM'd them and asked what to do and gave them a copy of the screenshot and got this reply...

Hi Michelle, according to the database, the ID in the screenshot you took belongs to another user who did win a bear. Unfortunately this means you are not a winner. Thanks

So i replied politely and asked them to explain as my name is clearly on the screen my fb page open Blah blah blah and then got this reply

Hi Michelle, we are looking into this to find out why another users ID appears on your screenshot, please bare with us! Thank you!
I have never heard such a load of rubbish ...

TBH the win doesnt interest me as I wont fight over a teddy but I'm angry that i cant get it through to them that my name and fb page is on the screen shot and haven't a clue what they are talking about. The only thing different is my granddaughter and grandson were on my profile pic when i took the screenshot and today on my message its just my granddaughter as i changed it yesterday. Ive asked them if its this and they wont reply

rosemac · 17 December 2014 at 5:49PM

easter fight for it steif bears are not cheap and a lot of people collect them

easter65 · 17 December 2014 at 5:56PM

Thanks Rosemac any other time I would have but husbands got health issues at moment and i'm in and out doctors and hospital so haven't got the energy, its left me feeling so deflated and made me feel like a cheat. I keep asking them just to look at my name as facebook is open with the winning page on and they just replied to me with this

Hi Michelle, our app team are looking into the issue as your name/email address isn't in the database and the ID code (that you can see in your screenshot) is associated with another user who is in the database. Please bare with us, thanks

It looks like its a fault their end but its upsetting to think they are questioning it. I just wondered if anyone had issues with Sudocrem prizes really

rosemac · 17 December 2014 at 6:12PM

Sorry about your husband hon keep everything they send you then if you dont get a decent answer from them then e/mail them you are referring it all to ASA and send what you have to ASA they will sort it out save you the hassle

toniq · 17 December 2014 at 11:34PM

If you don't get any joy write a polite but firm email to their Head office stating how they made you feel etc, state you will be passing this to the IPM to deal with if they continue making you upset at embarassed at the fiasco they created.

sleepyjones · 18 December 2014 at 2:27AM

The competition closes on the 30th December and the terms say they will distribute the prizes within 28 or 30 days of the competition closing (I can't remember which). Not that this helps in your situation, just pointing it out.
I won a 50p off voucher on one of them, but I didn't do anything about it, I think you were just supposed to print it out and hand it in in-store.

I just tried the app there and it doesn't appear to be working at the moment, for me ... so maybe they're doing some work on it.

I think, If I were you, I'd just leave it for a good few days and see what they come back with. At the moment I don't think there's any point in "annoying" them by sending them a lot of emails, just wait it out and see what happens, especially since there's a while to go before they need to send out prizes. It could be a technical problem, where they don't allow enough concurrent connections to their database so the results are getting added to their database incorrectly. (ie too many people were using the app at the same time but the database doesn't have enough available connections to add each record, so they're somehow getting a bit muddled).

If the other person that they think won doesn't contact them to claim their prize then they'll presumably just give it to you anyway (I'm assuming the other person probably got a "Not a winner" message).

Well done on your win and let us know what happens, I would just wait a while though and let them do their thing.

EDIT : By the way, I'm not saying you're being "annoying" by emailing them, but the person who's receiving and replying to your emails probably doesn't have a clue about the technical aspects of the app so will likely get a bit flustered and "annoyed" because they might not know how to answer your question, or even look into it personally, they'll just pass it on to their tech team to look into and will be waiting for a response from them (presumably)

easter65 · 18 December 2014 at 7:46AM

Thanks for the advice everyone I really appreciate it and I'll give it some time as suggested just wished they had explained themselves a little better

easter65 · 18 December 2014 at 12:47PM

RESULT....Pleased but felt like a criminal and made me feel

Hi Michelle, thanks for your patience. Our app team were able to locate you using your email address, for some reason the wrong ID code was associated with the email address - We are very sorry about that! If we could have you address we will send your bear out to you shortly. Thanks!

Thanks all for the advice xx