by rio53 Established Contributor
Established Contributor

Re: Samsung Galaxy smartwatch 4g

just phoned 150 again because no call. I asked for a replacement watch since this one is clearly faulty. Said cannot do it because the issue has beenbraised with the device specialist team and it can take 5 to 7 working days,,,,yes,,,you read right...from 72 hours, then 5 days, now 7 working days. waiting for a call back now but this looks like going to the ombudsman for compensation. I was told that me buying myself out of the vodafone contract was my decision and nothing to do with EE...the only reason I bought my self out of the vodafone contract was  precisely because EE are the only ones  doing the watch with LTE so called connectivity or else why would I pay to come out of the contract. Mis sold by an advert that says “ no phone no problem” ,,,which should read “no phone...no calls”!

by rio53 Established Contributor
Established Contributor

Re: Samsung Galaxy smartwatch 4g

after another call to EE and being passed to differente departments, no joy getting the watch to work. Replacement watch being sent and should have it tomorrow. Will keep everyone posted on the outcome.

by rio53 Established Contributor
Established Contributor

Re: Samsung Galaxy smartwatch 4g

update...received my new watch today, updated the software on it, and within an hour everything seems to be working fine...as it should. It was obviously a faulty watch in the beginning. Pity it had to get to threatening with ombudsman before it was resolved. Thanks however to the tech staff who through no fault of their own did try their best. And special thanks to Leigh who arranged for the replacement watch and sorted the connection today very promptly.

by
EE Community Support Team

Re: Samsung Galaxy smartwatch 4g

Good Afternoon @rio53.

 

This is great to hear! Thanks for taking the time to come back and let us know, 

 

Katie 🙂

by rio53 Established Contributor
Established Contributor

Re: Samsung Galaxy smartwatch 4g

 Further update....Today I received a message to say that my original watch had been received back at EE...good news...the bad news is that someone decided that as it was a returns it must be that I had cancelled my contract within the 14 day period! So, my watch is back to square one, only be able to use it via bluetooth! contacted EE who then passed me on to level 2 as they could not solve the problem. Level 2 could not solve it either so passed my report to the Device Specialst Team. Sounds familiar? YES .... have to wait 72 hours which will no doubt become 5 working days and then 7 working days as the last time. They have probably done the same to this watch and I will end up having to return it too!  Absolutely livid! What a disgrace of a company!

by rio53 Established Contributor
Established Contributor

Re: Samsung Galaxy smartwatch 4g

72 hours passed and as expected...no phone call...what a joke!

by Profile closed
Not applicable

Re: Samsung Galaxy smartwatch 4g

@rio53 unfortunately when there is one initial problem it can be followed by others. I hope you'll be sorted out soon. And it sounds frustrating and distressing... Compensating due maybe... 

by rio53 Established Contributor
Established Contributor

Re: Samsung Galaxy smartwatch 4g

thanks RKB...the left hand does not know what the right hand is doing...that is the main problem. DST are so behind because obviously they cannot cope with the amount of problems, made worse by the fact that they themselves do not seem to know how tomsolve them. All I keep getting is “it is new technology”. Its like having the latest ferrari parked on the drive, gleaming, admired by passers by, all the lights work beautifully ,the engine starts and roars like a dream...shame the gearbox does not engage. So, just a nice ornament..expensive one at that.

by rio53 Established Contributor
Established Contributor

Re: Samsung Galaxy smartwatch 4g

actually, the ferrari does move, but only when towed by a truck ! lol

by rio53 Established Contributor
Established Contributor

Re: Samsung Galaxy smartwatch 4g

since no call has been forthcoming I have yet again called 150. aparently the imei number has been updated this morning so should be getting a call.......I say “should” because I have lost all faith in this company..will keep you updated

by
EE Community Support Team

Re: Samsung Galaxy smartwatch 4g

Thanks for letting us know, @rio53

 

Please keep us updated.


Chris

by rio53 Established Contributor
Established Contributor

Re: Samsung Galaxy smartwatch 4g

ok christopher g, heres an update...still waiting!

 

 


@Christopher_G wrote:

Thanks for letting us know, @rio53

 

Please keep us updated.


Chris


 

by rio53 Established Contributor
Established Contributor

Re: Samsung Galaxy smartwatch 4g

had a missed call from tech support, I know it is tech support because I have had so many calls before that I have them down as a contact. Phoned 150 to explain that I have received a call. according to the person on the other end of the phone there are no logs of any calls to me! I am now told that I will receive a call  within 72 WORKINg hours! this is the fourth time that the timescales have been changed. Aparrently I was being aggresive to the operative for which I apologised...understandably I would have thought. Everyone seems to say different things. 72 hours, then 5 working days, then 7 working days...now 72 working hours. two and a half weeks later still no working watch...disgraceful!!  They cannot communicate between departments! 

by rio53 Established Contributor
Established Contributor

Re: Samsung Galaxy smartwatch 4g

had another call from tech support. Apparently it is still being worked on. I asked to  for a letter of deadlock to go to the ombudsman. I was put to another department. After a long wait I was asked what they could do to stop me going to the ombudsman. I explained the situation again  two and a half weeks without the watch working,to which insult was added to injury by offering me one months line rental. i.e. 20 pounds!  That is just not charging for a service they have not provided and they call that compensation? Just goes to show the contempt with which they hold customers. I asked if they were trying to insult my inteligence. They passed me on to yet another department who said they would be sending the LOD so I can take it to the ombudsman. So the saga continues.

by rio53 Established Contributor
Established Contributor

Re: Samsung Galaxy smartwatch 4g

further update.... just had a call from the device team. went through the procedure  to connect the watch.Failed again. Has to refer it to the back team yet again. Asked if it would take yet another 72 hours the answer this time was much clearer “ I cannot give you a timescale because I do not know how many they have to deal with at the moment”.

I am very glad that this is going to the ombudsman because it is now beyond a joke.

 

by Profile closed
Not applicable

Re: Samsung Galaxy smartwatch 4g

@rio53 what if the problem is with Samsung and you have been dissing EE instead? 

by rio53 Established Contributor
Established Contributor

Re: Samsung Galaxy smartwatch 4g

hi RKB

so, I buy the watch from EE, my contract is with EE, nearly 3 weeks later I still dont have a watch that functions as it should. This particular watch was working  for a couple of days until Someone in EE decided to cancel my plan when I returned the original watch and now Im back to square one. There is a so called Device Specialist Team that are supposed to be fixing the problem which is with the network. How they connect the esim,,or not in this case. I am “dissing” the way that I am being told one thing then another by different departments, different timescales, different account of what the problem is.  If as you say it is samsung problem EE would be more than aware and should not sell the product under false expectations..i.e. no phone no problem.  If they have so many to have to fix they should either stop selling the product until they know the problem no longer exists, or The so called device specialist team are trained to fix the problem. Or am I dissing EE for the sake of it after nearly 3 weeks?

by rio53 Established Contributor
Established Contributor

Re: Samsung Galaxy smartwatch 4g

Letter of Deadlock received from EE dated 26 March to take the case to the ombudsman. That complaint has now been filed.  In the letter from EE it says  “ at present it’s with our level three technical team who have given a estimated date of completion as 28 March”

 

Well today is 29 March and not a peep from EE so another of their timescales missed.

by
EE Community Support Team

Re: Samsung Galaxy smartwatch 4g

Hi @rio53

 

That is the estimated date, hopefully they'll be in touch soon. 

 

Please continue to keep us updated,

 

Katie

by rio53 Established Contributor
Established Contributor

Re: Samsung Galaxy smartwatch 4g

Further update.  Yesterday I had a call from tech support and at last after 3 weeks I have a watch that is doing what it should do. Will keep you updated of any developments.

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