yashsingh1/xdaforums huggingface dataset:
[Huawei P20 Pro Questions & Answers] adamelphick:
I have now also raised this with Three UK Executive Office.

1.0.0.17
[Huawei P20 Pro Questions & Answers] hitpl:
I have been promised to get the info in 72 hours a week before last and I had to fight and escalate it to Quality and Procedures department last Friday. The person I spoke to last simply gave up on my request and said he can't promise if they can send me such a confirmation. I was livid at that point and decided to post my frustration on Three's Facebook, which they haven't published or won't let it publish, argh...

Anyway, to be on the safer side, I also logged a complaint in Resolver, hoping to get some traction.

I had a funny feeling when I was ordering that this wasn't going to be easy!
[Huawei P20 Pro Questions & Answers] walkerx:
I've raised a question on their FB page asking about what we provide if we pre-ordered online and had delivered to store, but did tell them I must have proof so can add device to insurance policy
[Huawei P20 Pro Questions & Answers] hitpl:
Can you see it posted on their page though? Mine doesn't seem to appear on their page!

Share a link to your post on Facebook, if it is posted and we can all add comments to it.
[Huawei P20 Pro Questions & Answers] walkerx:
yeh, it is, just go to visitor posts and it there from yesterday
[Huawei P20 Pro Questions & Answers] adamelphick:
I can't see it.... Can anyone else?
[Huawei P20 Pro Questions & Answers] walkerx:
Mine is still there just look down the 'visitor posts', someone else also posted 2 hours ago about same thing
[Huawei P20 Pro Questions & Answers] shadowgolf:
That was me. It's been studiously ignored so far despite posts after mine having been answered.
[Huawei P20 Pro Questions & Answers] walkerx:
They can be like that
[Huawei P20 Pro Questions & Answers] walkerx:
Well I received an email overnight with a pdf document from three which provides me with my postal address, account number, phone number, phone model, imei number, contract start date and contract term. hopefully this is good for proof of purchase, but going to try ringing to day to see if can get a copy invoice of the pre-order request which shows the exact date on it, that the item was pre-ordered
[Huawei P20 Pro Questions & Answers] shadowgolf:
That's all I've managed to get out of them so far. I don't understand what's so difficult about providing proof of preorder.
[Huawei P20 Pro Questions & Answers] adamelphick:
Nothing received here and no confirmation of my email to their executive office either.....
[Huawei P20 Pro Questions & Answers] qwerty1q:
Same here, no pre-order number, what a bunch of idiots, requested a few times, and a few times they confirmed to deliver it.....
[Huawei P20 Pro Questions & Answers] walkerx:
ok, just rang billing and requested a copy of the pre-order invoice showing date of pre-order and price to be emailed to me - initially said that it showed payment had been taken on the 13 April (date received item) of which I had to explain this was not the case - advised I need this for my records and also for the promotion as nothing showed my address details on - he said I should get this within the next 72 hours so will let you know if I do get it and if it has the relevant information on it.
[Huawei P20 Pro Questions & Answers] adamelphick:
OK I have had an email back from Executive Office, assigning my issue to a specific person and giving me their direct contact details. I have been promised a phone call by 5.30pm tomorrow with a solution.

I will stress again that this is not just me (or indeed us on XDA and Twitter) but likely anyone who upgraded with Three UK to the P20 / Pro, and possibly some new customers too.

I am more hopeful of a resolution now I have a proper contact.
[Huawei P20 Pro Questions & Answers] walkerx:
Not received anything yet regarding the pre-order documentation I want (asked for copy vat invoice as this proves we've paid something), if needed can you supply details on how to get in touch with the uk executive office, so can push further

thanks
[Huawei P20 Pro Questions & Answers] adamelphick:
Executive.office@three.co.uk .... They do eventually get back to you, guess they're pretty busy at the moment with complaints.

Last night I received a pdf with phone model, IMEI, start of contract date, end of contract date.... Still no pre order date but I guess if your contract starts before 5th then you must have ordered before then?

I am still going to await the call from executive office though to make sure. I also tweeted Huawei to ask if they'd look at it and tell me if it's ok....
[Huawei P20 Pro Questions & Answers] walkerx:
that same information as i received, but the problem i have is I pre-ordered on the 3 April @ 21:51 but delivery was not until 13 April - they took money on 3 April but on bill it says 13 April, so unless people can get proper pre-order details we may have a bit of trouble proofing we pre-ordered
[Huawei P20 Pro Questions & Answers] adamelphick:
OK I have spoken to Huawei on Twitter and sent them a copy of the PDF I received and it is fine as far as they can tell - I'll upload a redacted copy below just so you knwo what you need. They also said if there are any issues their social media team can be contacted to confirm it is OK.

This is what I got from Three:

I am still gonna take the call from Executive Office though just top let them know the frustration it has been just to get this PDF - when it should have been such a simple process. Three openly advertised the free headphones as an option - and so should have been prepared to do what was required without customers having to chase them, and being fobbed off.
[Huawei P20 Pro Questions & Answers] walkerx:
Mine says 24 month contract, they've sent exactly the same email as they did the other day :(
[Huawei P20 Pro Questions & Answers] adamelphick:
Yep that's not good enough - I'd contact Executive Office uprgently and tell them you knwo what you need - use my redacted copy if you need to explain to them! Sigh - it really can't be that difficult for them surely!
[Huawei P20 Pro Questions & Answers] walkerx:
i've sent off an email, explaining what is needed to successfully claim the promotion, so will see if get anything back
[Huawei P20 Pro Questions & Answers] adamelphick:
Had my phone call from Sarah at Executive Office - I explained the PDF seems to be sufficient and she said OK. I started to mention other peoples issues and she said she could't discuss them. She said as it's a Huawei offer it's nothing to do with them. I got a bit on my high horse at that point and explained that Three ADVERTISED the offer so should have been aware of what was required and supplied it - Sarah was having none of that.. it's all down to us having to chase them, as it's not their responsibility to supply the document that they should have known about in the first place!

Very poor show by Three in my eyes - 'Quickly sign up with us for this offer and we won't bother to ensure you can actually claim for it' is what their advertising should have said.
[Huawei P20 Pro Questions & Answers] walkerx:
you want to post that to Huawei facebook page so they can see customers having issues with getting the required information from three
[Huawei P20 Pro Questions & Answers] adamelphick:
Done - not sure if they will actually make the post visible, but at least they will know.
[Huawei P20 Pro Questions & Answers] adamelphick:
Huawei messaged me back on FB with this:

Huawei Mobile

Hi Adam,

We appreciate the information and we are sorry to hear about the trouble you went through in order to get a hold of the necessary documents.

We will forward your feedback to the relevant department in hopes that similar situations will be avoided in the future.

We wish you a wonderful rest of the day!
[Huawei P20 Pro Questions & Answers] Lasuil:
Having same issues as others, no proof of preorder from three. My dad called from his current 3 phone on 5th to preorder, and pay the £99 upfront fee (he has bank screenshot showing 3 took £99 on 5th) however he spent an hour talking to 3 today who said the order was placed on 12th? Complete baloney. They're saying we have to request freedom of information act. Does anyone have a number for head office or anything to get this sorted? My dad never got any confirmation email from 3, but he called on 10th and they said it was all fine. I think the phone arrived to his house Friday last week.q
[Huawei P20 Pro Questions & Answers] adamelphick:
You need to quickly contact their Executive Office on executive.office@three.co.uk - however bear in mind the headphones offer actually ended at midnight on 4th I think?
[Huawei P20 Pro Questions & Answers] Lasuil:
Definitely was available til midnight on the 5th - the release date was the 6th. It was still advertised on the website on the 5th. I've passed the email to my dad, thanks.

Participants who pre-order a new Huawei P20 Pro or Huawei P20 whether SIM free or with a monthly contract or on ‘pay as you go’ basis ('Qualifying Product') in-store, online or call centre sales, from a qualifying retailer in the table below (each a ’Qualifying Retailer’) by 23:59 5th April 2018 and subsequently purchase by 23:59 3rd May 2018, will be eligible to claim a Bose Headphones, to be delivered directly to Participant at a UK address
[Huawei P20 Pro Questions & Answers] walkerx:
I got email back advising will contact me regarding this. Told them it's needed to claim for promotion. Also posted on twitter
[Huawei P20 Pro Questions & Answers] adamelphick:
Ok cool... So you are definitely eligible then....
[Huawei P20 Pro Questions & Answers] walkerx:
Hi all,

Got an update from three executive office with the following information

Date of Purchase: This is the date they ordered it for shipment so may not be the pre-order date

Place of Purchase: Web Sales (three.co.uk shop) if purchased online via their webshop

Receipt Number: Was told this should have been emailed once sale agreed (have asked to confirm as was not on the initial order confirmation)

IMEI Number: as it says

Upload proof of pre-order confirmation

upload proof of purchase: supplied by customer services

Personal details: your home details

will let you know when get the information on what the rest of the details are we need to use
[Huawei P20 Pro Questions & Answers] qwerty1q:
Called those idiots twice today and been on chat with several of them in the last few days........they have no fu..ing clue.......they put me through to another department only to find out he/she is more confused.......and doesn't have any answers. I had to tell them the link to Huawei promo website........pathetic

I hope tomorrow when claiming opens at https://huaweipromo.co.uk/gb/en/pages/p20bose/how-it-works

we don't need to provide all those details........

I ordered on 4th April over the phone, still, need:

- Place of purchase (probably over the phone option, if available)

- Receipt number (not provided)

- Upload a copy of proof of pre-order documentation (not provided)

- Upload proof of purchase (that would be the letter from the email they sent to me yesterday)

anyone managed to get above details?
[Huawei P20 Pro Questions & Answers] walkerx:
Hi,

I've received a call from their executive office and have been advised that the receipt would be the order confirmation number as this is different to the order number on the delivery note and the date email sent would be the confirmation of the date pre-ordered, so hoping can claim successfully tomorrow, have been told if still some issues then to contact them back.
[Huawei P20 Pro Questions & Answers] adamelphick:
I never had an order confirmation number ever.... The PDF I got sent is all I've ever had apart from the delivery note..... This may still be a debacle!

Also the claim website broke down pretty much 5 minutes after midnight and note doesn't work! Lol

Not even sure what my 'purchase date' is as all my off days is 3rd is start of contract. But you can't choose 3rd as purchase date... 6th is earliest so guess I choose that?
[Huawei P20 Pro Questions & Answers] a500user2013:
I've got as far as choosing the phone model, but the drop down doesn't let me enter the model number. The website is saturated. I did suspect this might happen. I've got a three order confirmation (email) plus a delivery note with IMEI (paper), but I don't have an 'order number'.... so how do I get this? Or do I need it? I mean, the information already provided to me should be sufficient.

I chose 29th March as Order Date and 6th April as Purchase Date (as that was when it arrived). I don't know what they mean by purchase date exactly.
[Huawei P20 Pro Questions & Answers] SiN-JiN89:
I waited hours just to be one of the first people to make my claim and had everything ready because I knew there will be problems with the site if I left it late or the headphones will go out of stock because of high demand. I finally start my claim at 00:00 as it opened with no hick-ups I get to the point where I need to put in a pre-order date (all good) and then get stuck, the date on my invoice shows 5th April which it does not allow you to select assuming because that date is still in pre-order date till the 6th when the phone actually comes out, so I am stuck finally selecting 6th because thats when it was delivered to me and thought I will just phone Huawei up tomorrow to sort it out but the site goes down and is staggering, plus the quantity of how many items I have purchased (1) but the purchased drop down box which should show P20 PRO does not even come up its just stuck at please select with no variable options. This sucks big time -_-'
[Huawei P20 Pro Questions & Answers] walkerx:
I've just tried claiming

Date of Pre-Order = 3 April 2018

Date of Order = 12 April 2018 (this is the date you actually purchased it after the pre-order, only people who purchased prior to 6 April can currently claim, so if had chosen black instead of midnight blue I would have been probably ok, as they couldn't deliver the blue until the 13 April)

Receipt Number = Looks to be the Pre-Order order reference

But if you fudge the dates, you don't get any option for which model you purchased.

for those wondering about the purchase date, this is on Huawei website..
[Huawei P20 Pro Questions & Answers] shadowgolf:
I don't have a receipt number so I entered the order number from the delivery note. I had the same issue where there was nothing to select in the product dropdown. I wonder if that's because the invoice number was invalid.
[Huawei P20 Pro Questions & Answers] adamelphick:
I've DM'd Huawei again on Twitter asking their advice.

I have no 'purchase date' as my contract seems to have started immediately I 'bought' the phone, which was the 3rd, but of course you can;t choose that date as it was still in pre-order. The delivery note says order date was 12th which is ridiculous - that was the 'packing date' for Three - let's see what Huawei say - they've been really helpful so far considering it's not actually their problem.
[Huawei P20 Pro Questions & Answers] shadowgolf:
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I was going to put the purchase date as the day it was delivered.
[Huawei P20 Pro Questions & Answers] hitpl:
Same reply to me and similar impression of their technical skills!! You think after a hard battle with Three to get pre-order confirmation, things will get better. But little did we know!!

Anyway, I asked Huawei to see if they can send some sort of notification when the website is ready to use. Will keep everyone informed here.

Cheers
[Huawei P20 Pro Questions & Answers] adamelphick:
If I use my delivery date as the purchase date it would be 27th before I can claim..... This whole thing really has been badly handled. Incompetence on THree's side (and then apathy from them when they realise they cocked up), and a technical issue on HUawei's (which is annoying but to be fair as I am in the web/software business I know can happen to the best of us)..... the two things together make it worse.
[Huawei P20 Pro Questions & Answers] a500user2013:
What do they mean by purchase date? Is this the date your contract started? I ordered on 3 website on 29/03 and it was delivered the following Friday I couldn't have purchased in a different way from Three and the website states the promo was available. So I am assuming purchase date = date contract starteed...

Anyway I just got a reply from their support as I emailed them last night when it didn't work ...
[Huawei P20 Pro Questions & Answers] shadowgolf:
Has anyone that upgraded with Three managed to get an invoice/receipt number? I was told in one of my many chats that because I upgraded there wasn't one, but I forgot that I'd paid £70 up front for the handset so I'm going to dive into another chat and pursue that. I tried entering the order number but I'm not sure that will be enough.
[Huawei P20 Pro Questions & Answers] walkerx:
It shouldn't take long to populate the drop down box depending on how it's been coded, but it should have gone through a lot of testing before going live to ensure there would be no issues

See post #103, the purchase date is the date the device was actually purchased - with three this is the date of order that have given on their delivery note which should be same as the contract start date
[Huawei P20 Pro Questions & Answers] qwerty1q:
CONFIRMATION

Thank you for submitting your claim.

We have sent you an email to confirm this submission.

You can check the status of your claim by entering your claim ID into the Claim Tracker on the homepage.

If you have any questions please see the Terms or Support page.

Claim Name: X Y

Claim ID: 21xxx

Reward: Bose® QuietComfort® 35 wireless headphones II

However, I haven't got any email with confirmation but when I put my ID number on https://huaweipromo.co.uk/gb/en/pages/p20bose/home

it says:

Claim Status Claim Received

We have received your claim and we are currently reviewing it.

We will contact you on the outcome of your claim via the email address you provided.

Good luck folks

Upgrade, just received an email:

Dear Mr XY,

Claim ID: 21xxx

Thank you for participating in the promotion.

We will now check your claim against the Terms & Conditions of the promotion and will email you within 2 working days with a further update.

In case the information you have submitted should not be complete or legible, we will ask you to provide this again in order to proceed with your claim.

Please keep checking your email inbox regularly to ensure that you receive our responses and updates on your claim.

If you are unable to click on any link provided, please copy and paste it into your web browser.

If you need to contact us please visit our support page.

Kind Regards,

Huawei Promotional Support
[Huawei P20 Pro Questions & Answers] SiN-JiN89:
My email was in junk mail also did you select the box which says they will notify you by sms also, I got a text that my claim has been received and email that was in junk mail.
[Huawei P20 Pro Questions & Answers] adamelphick:
I had a £99 fee for the handset, but.... it was added to my next bill as it was an upgrade - i did get a 'Welcome to your essential plan' letter through - but again no order number or order date even. It does have the £99 fee on it though. LOL
[Huawei P20 Pro Questions & Answers] qwerty1q:
no just an email, which arrived after 20min
[Huawei P20 Pro Questions & Answers] a500user2013:
My claim went through.

Looks like the claim numbers are sequential. I don't get anything appearing when I enter mine though, only that it cannot be found. Potential information leak for Huawei if you can enter any ID and get personal info ...

I would advise against anyone entering their claim number here obfuscated or otherwise
[Huawei P20 Pro Questions & Answers] Duncan1982:
Just received my email in the proper place :p let's see how this rolls :good:
[Huawei P20 Pro Questions & Answers] shadowgolf:
Finally got my claim in though the submitting your details screen is just hanging. Putting my claim id in shows they've received it. I fully expect it to be rejected though as the documentation I uploaded (email from Three and delivery note) are nothing like what they want.
[Huawei P20 Pro Questions & Answers] 5nak3:
For everyone submitting and successfully claiming did you all get your phone on release date (6th April)?

I can't submit as my dispatch email and invoice show 12th of April and selecting that date I'm told I have to wait for 14 days after purchase. I'm not sure if I should just submit it as a purchase on the 6th since it's a contract upgrade .
[Huawei P20 Pro Questions & Answers] shadowgolf:
I think you have to wait because there's a 14 day window in which you can return the phone, so they don't want you making a claim if you've returned it.
[Huawei P20 Pro Questions & Answers] 5nak3:
That makes sense, really I was asking because after hearing about all the availability issues that different suppliers had and seeing people mention claim numbers well into the 20k figure I was wondering if everyone was submitting a claim regardless of deliverty date.

Guess the added incentive of the headphones resulted in a pretty good seller for Huawei.
[Huawei P20 Pro Questions & Answers] shadowgolf:
It was certainly what swung it for me. I either get a great pair of headphones or I get a chunk of cash by selling them on ebay. Mind you there'll probably a lot of these on ebay when they start getting sent out!
[Huawei P20 Pro Questions & Answers] adamelphick:
OH MY GOD - half an hour so far trying to submit my claim that is stuck half way - already know my claim number but pages keep failing - god knows if this is working or not as data goes missing and page continues etc!
[Huawei P20 Pro Questions & Answers] shadowgolf:
Try putting your claim number in Track Your Claim at the bottom of this page:

https://huaweipromo.co.uk/gb/en/pages/p20bose/home
[Huawei P20 Pro Questions & Answers] adamelphick:
OK got confirmation screen - really hope it worked as my personal data screen got skipped on the last attempt... hopefully because the system already remembered it from the previous attempt of the page? Let's see if i get a confirmation email.

---------- Post added at 11:17 AM ---------- Previous post was at 11:13 AM ----------

OK Says claim received - let's see.

I too feel a rejection coming on due to the crappy details supplied by Three - unless of course Huawei do the right thing and talk internally, and the claims team know of this debacle - then realise that is the best we can get.
[Huawei P20 Pro Questions & Answers] walkerx:
i'm hoping they have taken into account that some pre-orders weren't shipped for over a week as they had no stock and that all these users affected are still able to claim the offer without issues.

I would have expected that they know roughly how many pre-orders were done as they would need shipping to the retailers.

Also wonder if this will improve for future pre-orders moving forward
[Huawei P20 Pro Questions & Answers] adamelphick:
Just DM'd the Huawei Social Media Team to ask if they would speak to claims for all of us and explain the Three Debacle to them - I'll let you all know what they say.
[Huawei P20 Pro Questions & Answers] a500user2013:
I've got the email and claim number but I get the following when trying to track it:

"Sorry, we encountered an error when completing the request. Please try again."

And Claim not found...

I will keep trying - has anybody got this page to display anything after claim email received ?
[Huawei P20 Pro Questions & Answers] adamelphick:
Email confirmation just arrived:

Thank you for participating in the promotion.

We will now check your claim against the Terms & Conditions of the promotion and will email you within 2 working days with a further update.

In case the information you have submitted should not be complete or legible, we will ask you to provide this again in order to proceed with your claim.

Please keep checking your email inbox regularly to ensure that you receive our responses and updates on your claim.

If you are unable to click on any link provided, please copy and paste it into your web browser.

If you need to contact us please visit our support page.

Kind Regards,

Huawei Promotional Support

So we should know in a few days.