Where do I stand with a promotional offer?

Lemmon

Hi all, I recently took out a dual contract with O2 for two Hauwei P20 Pros, and was told that with the contract came an offer of £100 flight gift cards for each phone, so a total of £200 for me.

I've since submitted the claim and got the voucher, however went to book a flight today and found it only had a value of £100. I emailed Hauwei to query this and received the below:

Good morning,

thank you for your email.
Upon checking your claim only one gift voucher is permitted.
As per terms and conditions apply:

*Not allowed to post link*

Only one claim per purchase of a Qualifying Product is permitted.
Only two claims per Participant is permitted unless you are a Business Customer whereby you may make up to 10 claims.
Unfortunately, you should have submitted two separate claims to qualify for another voucher gift.
If you have any problems or questions related to this promotion, our promotional support team will be happy to help.
Lines are open Monday to Friday, 9am to 5pm excluding bank holidays.

I have checked the terms and conditions again and this is the only bit I can find that says anything related to what they are saying:
'A claim must be made by the end user Participant, and must not be submitted through agents, retailers, resellers, third parties or in bulk.'

I think this is a little vague, and the claim form (which I unfortunately cannot access any more as the promotion is no longer running) quite specifically asks how many qualifying products you are submitting a claim for and at no point says only one per claim can be submitted.

Is there anything I can do about this? Do they legally have to honour a promotional offer? I appreciate it's not exactly a life changing issue, but I'm still quite annoyed. We can't often afford to go away and they would have really helped.

Thanks in advance.

mije1983

Are you checking the Ts&Cs from O2 or Huawei? The Huawei ones state what they told you, but I can't find any O2 ones.

Legally, Huawei can say you didn't fulfil the terms of the offer as they have stated so the next step I would take is to contact O2 about it. However, if their terms are the same, I feel you may be on to a loser here.

Can you find a cached copy of the claim form anywhere?



I'm sure someone else will mention the not being able to afford to go on holiday but buying 2 top of the range phones

Lemmon

I can't find any from O2 either but I'll try contacting them. I'm not sure how to find a cached copy of the claim form but that would be useful!

And yes I'm sure they will as there appears to be a lot of judgemental people on this site. What a £38 a month phone contract (one of which my husband pays for) has got to do with paying for a holiday abroad I don't know.

mije1983

Lemmon wrote: »

I can't find any from O2 either but I'll try contacting them.

If there are none specifically for purchasing directly from O2, then it's the general Huawei ones that bind you (and them). And from their response it looks like you are out of luck as you didn't follow them.

An appeal to (any) goodwill O2 may have would seem your best chance.