Dropped calls on 2 Samsung Watches

[Dionne2020]

We have been having dropped calls on both of our Samsung Watches and EE diagnostic tools are failing to pick up these issues.

Under the Goods and Services Act 1982 a customer is allowed to leave a contract penalty free. That right of ours is being denied which is a breach of the act.

The ombudsman and OFCOM will be notified if the watch contracts are not cancelled under this act.

What gives a company a right to say the customer is wrong, what happens on a technical side to EE to what happans in the real world is completely different. How is a customer supposed to prove this when your EE diagnostic tools are failing to pick up dropped calls.

Further to this alot of our calls we make the people we are calling cant hear us like the watch microphone is muted when its not.

I want this dealt with, i suffer from mental health problems and EE isnt making it any better. I thought EE has to take a customers mental health into consideration aswell.

When the contract is due for renewal next year we will be changing network if the watches are not cancelled.

[Chris_B]

@Dionne2020  How long has this been going on for ?  Do your phones drop calls like your watches do ?   

if you have microphone issues you can take this up with Samsung who provide the warranty on the device. 

also 

Supply of Goods and Services Act 1982

The Supply of Goods & Service Act only applies to contracts entered into before 1 October 2015. This has been replaced by the Consumer Rights Act which gives you rights if something goes wrong with a service you pay for.

you didn’t have the watch before this date. 

[Chris_B]

The Consumer Rights Act 2015

The Consumer Rights Act became law on 1 October 2015, replacing three grand old pieces of consumer legislation - the Sale of Goods Act, Unfair Terms in Consumer Contracts Regulations, and the Supply of Goods and Services Act. It sets out your rights when you're buying products, services and digital content.

Product quality - what should you expect?

As with the Sale of Goods Act, under the Consumer Rights Act all products must be of satisfactory quality, fit for purpose and as described.  

The rules also include digital content in this definition. So all products - whether physical or digital - must meet the following standards:  

• Fit for purpose  The goods should be fit for the purpose they are supplied for, as well as any specific purpose you made known to the retailer before you agreed to buy the goods. 
   Yes they are because it’s the same issue on two watches so it’s not the watch.  Is there a network issue in you area ?  YOU CAN CHECK THAT HERE 
• As described  The goods supplied must match any description given to you, or any models or samples shown to you at the time of purchase.  
  I believe they will be. 
  
  
  
• Satisfactory quality  Goods shouldn't be faulty or damaged when you receive them. You should ask what a reasonable person would consider satisfactory for the goods in question. For example, bargain-bucket products won’t be held to as high standards as luxury goods.  
  I’m sure these where not damaged when you got them. 

[James_B]

Hi @Dionne2020,

Welcome to the EE Community. 🙂

I'm sorry to hear you have been experiencing dropped calls on your watch.

Are you only having this issue in one location or everywhere?

Does it happen when you with your phone, away from your phone, or both?

Are your watches paired with a compatible Samsung phone?

James