Watch Upgrade

[BrendonH]

So when I was in the window of having to pay a fee to upgrade my watch plan your upgrade worked absolutely fine.

Now it's free for me to upgrade for past 2 days I'm getting the following below 

Tomorrow I'll be ringing up to cancel the watch account and getting the Bluetooth version only direct from Samsung. 

[BrendonH]

@James_B 

No. It isn't sorted.

Your tech staff need more training. They won't believe your own Help Pages information.

They still think the Mobile Plans section in the Wear app is just to connect the watch up with Bluetooth.

I don't see this getting sorted. 

I won't be calling as I don't class this as vulnerable and something that should be able to do over an app by clicking a few buttons

[James_B]

Hi @BrendonH,

I've sent you a private message. Please check your inbox and get back to me when you have a moment.

Thanks

James

[BrendonH]

Pretty sure it was the executive team that called me.

Even they are clueless of your help pages.

https://ee.co.uk/help/help-new/getting-started-and-upgrading/using-your-phone-features/what-samsung-...

States do it via the app.

He tried telling me this can't be done as you need to go through EE.

IT DOES! It then fails. He wouldn't go through options I had to have called 150. Why do EE make things so difficult.

[BrendonH · Accepted solution]

It's taken 6 months but its sorted.

I could've gone for a new watch but I decided to go for the watch plan.

So your systems have been broken since at least October 2020.

Because apparently I was not eligible for a new line. I dispute this with your credit team who called me today with no idea why I was being declined. They added the line for me and my watch is set up.

Maybe now EE you will take note and actually try fix your issues?