I recently received from EE, and to express my disappointment with the way the call was conducted, particularly given that I have been a loyal EE customer for almost 17 years.
The call was initially presented in a manner that suggested it related to customer loyalty benefits, discounts, or rewards available to me as a long-standing customer. It was only some way into the conversation that it became apparent that the purpose of the call was to sell me an additional product.
While I was already considering purchasing the product that was being offered, I do not believe the approach used was appropriate. If a call is intended to sell a product or service, this should be made clear from the outset rather than being framed as a discussion about loyalty rewards or customer benefits.
I am also concerned about information provided by the sales agent regarding Apple Watch data. During the call, the agent stated that he would include 4GB of Apple Watch data free of charge and explained that this would normally cost £7 per GB per month. This created the clear impression that I was receiving a benefit worth £28 per month and that I would incur additional costs if I did not accept the offer at that time.
However, the agent had access to my account and usage records and should therefore have been aware that I am subscribed to the EE Essentials Plus plan, which already includes unlimited Apple Watch data at no additional cost. As a result, the representation that 4GB of data was being provided free of charge was misleading, as it was neither a genuine additional benefit nor something I would have needed to pay for under my existing plan.
EE's own published guidance confirms that customers on an Unlimited Essentials Plus plan are entitled to unlimited Apple Watch data at no additional cost. The EE Help page titled "Add Mobile Data to Your Smartwatch" specifically states that customers on an Unlimited Essentials Plus plan are eligible for a free EE data plan for their smartwatch, and that the standard paired watch SIM charge is discounted by 100%, resulting in no additional cost to the customer.
https://ee.co.uk/help/mobile/smart-watches/adding-free-unlimited-ee-mobile-data-to-your-smartwatch
Had I been provided with accurate and transparent information during the call, I would have been in a position to make a fully informed decision. Based on my understanding since reviewing the matter, I could have purchased the same Apple Watch Ultra 3 "Good as New" device for £22.68 per month rather than the £36 per month agreement that I have now entered into. This would have saved me £315 over the term of the contract.
As a customer who has remained with EE for nearly 17 years, I find this experience extremely disappointing. I feel that I was misled regarding both the nature of the call and the value of the benefits being presented to me. This falls well short of the standard of transparency and customer service I have come to expect from EE.
If I was to therefore return the watch and purchase the same watch Sim Free, am I correct in thinking I wouldn't need anything additional and it would work with my Essentials Plus plan?
