Google Chromebook with Pixel Purchase invalid?

jeremy1234

I recently purchased a google pixel phone during a period when I would get a Google Chromebook free with the purchase. I purchased the phone, completed the redemption form with all mandatory information. I thought I'd done everything as I'd submitted all mandatory information and purchased it directly from Google using my Google account. However, when checking on my claim, I found out that it had since been rejected as they said they emailed me saying they needed more information (that they already have). I did not receive this email. Furthermore, they said because I didn't' reply in 7 days (to the email I never received), the claim became invalid.

I believe this is ridiculous and an unfair clause. I purchased the phone, I completed all the mandatory information required. Not receiving an email should not cancel my claim. The free chromebook influenced my purchasing decision and I feel deceived to have it cancelled.

Does anyone know who/ which channel I can complain through?

Google/ the website for the refund (pixel offers) just refers me back to the condition that I didn't respond within 7 days (to an email I never received) so they've declined it.

More information:
As an ordinary consumer this has been my experience through their claim process:
Buy:
- The ability to receive a free HP chromebook influenced my decision to purchase the new Pixel
- I purchased it using my google account, through the google store (instead of any other retail outlet), which I have used previously for other Google purchases
- My google profile includes all of my contact information, including both phone and email
Claim:
- I tried to submit my claim straight after purchase and was notified this wasn’t open until 14 days from receiving the device
- I submitted my claim form within the claim period, including details of the purchase, and attached the invoice as proof of purchase. Google (and/or subsidiaries) had all information required to link the phone had been purchased at the google store by myself.
- Per condition 6 - I (the Participant) provided the IMEI of the Qualifying Product (Participants may be asked to provide a photo of the IMEI number), Participant’s full name and UK postal address where the Reward should be delivered and uploaded a copy invoice from the Qualifying Retailer.
- An email wasn’t received requesting additional information (that wasn’t mandatory), and I was not notified with a further email (or phone).
- No follow up communication was sent to give a normal consumer a suitable time to provide information.
Reward:
- Waiting my 60 days for delivery, I inquired to the status of my claim to receive the notification that the claim was no longer valid.

As an ordinary consumer, I believe it is not unrealistic that I should be able to receive the Chromebook, given I Buy: Purchased directly from Google using my Google Account; Claim: Submitted a claim form with the mandatory information per condition 6 within the period advertised by the process; Reward: Waited as a patient customer and inquired within the delivery period.

JJ_Egan

( believe this is ridiculous and an unfair clause. I purchased the phone, I completed all the mandatory information required. Not receiving an email should not cancel my claim


That depends upon the terms and conditions of the offer .


Any recourse will also depend upon the laws of the relevant country of purchase and that may well not be the UK .
Google Commerce that handles promotions is a non UK company .

Aylesbury_Duck

Seems an obvious question, but worth asking:

Are you absolutely sure you didn't receive the email? You checked spam folders, etc? If they provide evidence that they sent the email and that it arrived successfully, your argument is scuppered.

tehone

jeremy1234 wrote: »

- An email wasn’t received requesting additional information (that wasn’t mandatory), and I was not notified with a further email (or phone).

What did they ask for?
How do you know it wasn't mandatory?