Nintendo Switch scam

​@LRMC 

That thread sounds familiar and I tried my best to get this resolved for their 6 year old Son as it supposed to be his Christmas present. I can in total honesty see how this happens and to say it infuriates me is an understatement. iD Mobile state these ‘offers’ are for NEW CUSTOMERS ONLY in their responses on these very forums, whereas this IS NOT MADE CLEAR IN A PROMINENT POSITION ON THEIR WEBSITE. The family I tried to help was ​@SAMZYTA1234. Not many posts/threads get to me but I’ll never forget that one.

And I’ve just picked a totally random link - https://www.idmobile.co.uk/shop/pay-monthly/samsung-galaxy-s24-128gb-onyx-black - where you get a free Chromebook and NOWHERE ON THE PAGE THAT YOU THEN SEE DOES IT STATE THIS IS FOR NEW CUSTOMERS ONLY.

If you then scroll down a little bit, to show the chose this plan, if you then click on that (and why wouldn’t you) it presents a popup giving you the option to trade in a phone:

Get an extra £75 when trading in any eligible working or non-working smartphone handset and purchase a new Samsung Galaxy S24.*

Full Terms & Conditions

*Initial trade-in value will vary dependent on device. Trade-in online or in store between 01/10/2024 - 31/12/2024 to be eligible for offer.

Additional discounted values only apply when you trade-in any eligible working handset and purchase a new Samsung Galaxy S24. £75 Enhanced Trade-In value must be claimed by visiting www.idmobile.co.uk/trade-in and completing a claim form. The claim form must be completed in order for promotional payment to be made.

Offer not available in conjunction with any other offer. Subject to availability, credit check, eligibility and minimum term when bought with a 24 months plan.

These terms (above) are shown on that popup - nope still nothing about new customers only on there either.

So, being as existing customers do not (so far) see any reference to new customers only you put one in your basket - https://www.idmobile.co.uk/beta/basket. And again NO reference to NEW customers only. Scroll anywhere on that page and nope it doesn’t say anything about NEW customers only. So you click “Checkout Securely” and its at this point the system then knows you’re an existing customer and cancels out the agreed deal.

However, back to this link -https://www.idmobile.co.uk/shop/pay-monthly/samsung-galaxy-s24-128gb-onyx-black   placed OUT OF SIGHT unless you scroll DOWN the page BELOW THE CHOSE THIS PLAN button you then see a small section stating “Existing Customer? You may be eligible for an upgrade offer” - this NEEDS to be put at the top before these bloody offers!

EDIT. In fact I don’t see ANY reference to NEW customers only, anywhere. If somebody can point me to any location that states these offers are for NEW customers only then show me where and I’ll leave this alone.

Thank you for taking the time to reply, I agree it did not and still doesn't highlight this offer for new or existing customers. In fact this offer allowed myself and other customers to select the Nintendo switch in addition to alternative free gifts such as wireless earphones. 

ID mobile should have said they had ran out of Nintendo switches and offered an alternative gift in replacement. Not delete the bundle and say it never existed AFTER a customer has entered the contract and paid almost £100 upfront charge. This is misleading and false advertisement to entice people with a free gift which was never available in the first place. 

If ID mobile can remove such bundles and claim they never existed it concerns me as to what else they can can alter. As a customer I do not suspect this might happen and that I would need screenshots for what I thought was a reputable company. But now it appears many people will need to take photographic evidence of promotions. It's a coincidence the Nintendo switch now only applies to what appears a low selling stocked phone and once they have customers sign up for the Nintendo switch and Samsung they switch it once the contract has been agreed. Then by coincidence they offer another promotion for a Galaxy Notebook,  again with no reference as to whether this is for new customers but DOES allow existing customers the options of this bundle when upgrading and subsequently adding it to their basket. Why wouldn't you,  as a loyal customer select this upgrade ? Rather than sign up for example with Samsung.com who offer competitive if not similar bundles !

My wife has just found this I sent to her 

Hi all,

We can only report that the deals that would include a Nintendo Switch are clearly marked as such when picking the tariff, just because a selected device CAN come with an offer, doesn’t mean that your selected tariff WILL come with that gift offer.

As with the screenshot sent by ​@SAMZYTA1234, this is just showing that you CAN get a Switch when purchasing a Pixel 9, not that every Pixel 9 tariff includes a Switch.

Tom

​@Tom 

Please check previous messages , of the screen  shot sent by the agent during live chat , confirming my plan and to receive the switch 

So just an update , still no communication from id mobile 

Hi ​@SAMZYTA1234 

You have sent no such screenshot of a live chat communication.

You’ll be able to get in touch with the live chat team at the below;

https://www.idmobile.co.uk/live-chat

Tom

​@Tom 

​@Tom that is what was sent on the feed 

​@Tom they are meant to be contacting me , it is not down to me to chase as a complaint was raised ref:434946816

Hi ​@SAMZYTA1234 

If you’ve raised a complaint please await the complaints team to get in touch, or you can contact them on 0800 049 2402 or 0800 049 1300.

Tom

​@Daz_S  hi mate , so id customer service have been on to me , and have admitted they are at fault . Lucky had all the evidence . They have agreed to transfer me the cost of the switch £199 , now let's wait and see if thru come though with that 

Sorry for the delay. Technical difficulties….

No problem. It doesn’t, simple as that. During my time offline and through Xmas I have asked family and friends to have a look at these deals and all of them agreed it does not show for new customers only. And yes clearly it permits existing customers to go through the options and thus you’d rightly assume you would be getting the same deal.

ID mobile should have said they had ran out of Nintendo switches and offered an alternative gift in replacement. Not delete the bundle and say it never existed AFTER a customer has entered the contract and paid almost £100 upfront charge. This is misleading and false advertisement to entice people with a free gift which was never available in the first place.

From what I could see as soon as 126 Switches were sold the deal should have ceased, though I have no clue if this would be a manual or automatic process. What I still can’t understand is why did iD remove 5 of the qualifying phones part way through the promotional period - those models were showing as in stock without the Switch deal elsewhere on their site (I didn’t copy these so can’t give you that info to assist in your issue). The only remaining evidence is the screenshot ​@SAMZYTA1234 posted on their thread (showing live chat confirming the 6 phones and that they were entitled to it). But again if you know you saw you qualified and continued with your purchase I fail to see why suggestions the right tariff wasn’t selected caused you to not get the Switch. The problem is you’ve got to prove it. No idea if iD accept a ‘Subject Access Request’ (aka SAR) and whether this would show you should have got yours or not, but for a probable cost of £10 for the SAR it might give you proof - IDK.

If ID mobile can remove such bundles and claim they never existed it concerns me as to what else they can can alter. As a customer I do not suspect this might happen and that I would need screenshots for what I thought was a reputable company. But now it appears many people will need to take photographic evidence of promotions. It's a coincidence the Nintendo switch now only applies to what appears a low selling stocked phone and once they have customers sign up for the Nintendo switch and Samsung they switch it once the contract has been agreed. Then by coincidence they offer another promotion for a Galaxy Notebook,  again with no reference as to whether this is for new customers but DOES allow existing customers the options of this bundle when upgrading and subsequently adding it to their basket. Why wouldn't you,  as a loyal customer select this upgrade ? Rather than sign up for example with Samsung.com who offer competitive if not similar bundles !

Old deals would likely still be showing but with expired next to them. The problem in this particular deal is that iD removed 5 of the qualifying phones and their data tariffs and (iD’s ‘defence’) the price tariffs part way through the deal and without that information we can’t prove you chose the right qualifying tariff - so again suggestions you picked the wrong tariff isn’t really an answer that helps you. What iD should have done is 1) not remove 5 of the phones and thus 5 of the qualifying tariffs and 2) should repost the original deal in its original format even if it was now showing as expired. Then in your case, like SAMZYTA1234, you would likely have forced their hand and made then fix the issue they (iD) created. Only one thing seems to have been proven by iD thus far on this thread is that the deals were available to EXISTING customers too, as long as you pick the right qualifying price tariff. Hopefully in the future they don’t regret that.

Just to point out, the screenshot ​@SAMZYTA1234 could’ve copied here was this one, which I copied too and added the red arrows - it clearly states the Claim your offer, the employee whom wrote the customer qualified and luckily provided the original phones and the data tariffs that qualified too.

And yes you should not be expected to screenshot your way through any purchasing deal. I totally agree with you. I know for my own future, however long or short it’ll be with iD, that I’ll be copying pages so things like this don’t become a problem for me either. I am really frustrated that this was even allowed to happen in the first place and I didn’t opt for one of their deals. Plus to add another curve ball, from what I can see some of my fellow customers paid more than what a new customer would have paid and thus you’d expect a higher purchasing price to certainly qualify. Or is this another underhand tactic whereby iD chose a select price tariff that only new customers can get - IDK

Anyway, I tried my best and sometimes even that ain’t good enough.

TFFT. Finally, some good news for a change. So you must have HAD the RIGHT PRICE TARIFF AFTER ALL!!!!😏If only iD posted up the original deal with the original data tariffs and the original price tariffs🤐

I guess they’ve had to send the cash being as all of their existing customers cleaned out all of their stock, oh wait a minute…...😣

​@Daz_S  thanks for everything mate , really mean that.  Just hope they keep their promise , they reckon 5 days 

Originally they tried to say that the transcript was missing . But I soon told them they have an obligation to keep records 

I'll keep you updated mate 

No problem ​@SAMZYTA1234 and please do. Plus I’m happy to chime in on this. I thought it was new customers only based on this statement from iD on your thread:

I don’t believe any point has been missed here, upgrade deals are different to new customer deals, therefore the screenshots of new line deals would not apply the same way.

(my bold)

But I’m no further forward. Were these Christmas deals/offers aimed at new customers only, as my replies on this ‘scam’ thread were due to what I’d read elsewhere, or was this always open to new and existing customers, as now it alludes to the fact it was open to anyone as long as you picked the right price tariff. So with that in mind, plus the fact iD have admitted in your case they ballsed this up, hopefully any customers whom happen to type iD Mobile Nintendo Switch will see googles top answer, and with what has been said and posted they too might be able to get either their Switch or £199 at least even if they were an existing customer.

If you have it in writing that they are giving you monetary compensation I really can’t see how they can wriggle out of it, unless their offer is subject to price tariffs too!🙄

edit to add. But this now questions any previous customer whom has renewed their contract to be told their upgrade deal didn’t apply as it was for new customers only. Now that could have significant repercussions on iD.

​@Daz_S because on the live chat with leyama she confirmed the bundle and said I would receive the switch , they had no excuse . They had to honour it 

I did record the conversation with the agent and told him that at the end of the call , wasn't too happy but I said as a member of the public I don't have to inform you like you do as a company 

I guessed it could only have been the live chat screenshot that did it for you. It was for that reason I thought I’d pop it up on this thread. Hope you didn’t mind (obvs I added the arrows and underlined certain bits on it just in case it wasn’t clear enough as to what phones were originally on there and the qualifying data tariffs)

I have to admit I have done this previously myself. But its a little more involved since google updated Android a while back which inhibits the voice recording functionality whilst on a call. Still doesn’t stop you putting it on speaking and in a couple of my cases getting the wife’s phone to record it that way😏. Only ever done this during a dispute. Or I put an SAR in and the business sends me them that way - with this option what some businesses don’t realise is when I hear on hold music, at their end it is recording everything they’re saying. And I mean everything….

Poor form by I'd just been on phone with them, nothing they can do , say that I wasn't eligible even tho it was clearly stated as a bundle deal, should state phone only on upgrade deal or new customers only on the bundle, this is last upgrade I will have with id after what will be over 9 years of using them, will be running this contract off and use another service provider.

Bundle symble clearly on upgrade plan there

Hi ​@Peterhendry,

The deal was for selected tariffs, however the deal would have stated Nintendo Switch included.

Unfortunately if this has been investigated and you were not eligible we are unable to assist further.

Kash

​@Peterhendry 

You should still be within your cooling off period (direct to iD is 30 days). Cancel the contract (the number reverts to a non functioning PAYG SIM), request a PAC, send the phone back (sadly at your cost but use a signed for as proof) and move to another provider.

I still say these offers should be made clear that they’re aimed at new customers and the popup terms should state price tariff not data tariff (and one may conclude they messed this up based on the removal of 5 phones before the deal expired)

They should,only keeping the phone as already got case and screen protectors for it and would be a waste of money, just going to be my last contract with id, shame as this is my only gripe the 9years I've been with them.