topic Re: Disgraceful Service in Devices

Disgraceful Service

richdolman — Thu, 21 Nov 2024 10:01:01 GMT

I have never had such a terrible customer service experience in my entire life.

I have an apple watch ultra 2 which I upgraded from apple watch ultra 1. The ultra 1 worked fine, now I can't activate the mobile service on the watch 2. I spoke to one guy who took the error message (that it was already paired) and then said that the pairing contract needed to be cancelled and re-started, so he put me through to someone who then put me on hold and hung up.

I call back and have to start the entire process again with someone who now doesn't understand what needs to happen. I explain the issue and they clearly have no idea what is going on so I'm on the phone for an hour again.

I'm still no closer to being able to use my watch as it's meant to be.

Wild how you guys can get away with this

Re: Disgraceful Service

richdolman — Thu, 21 Nov 2024 10:16:36 GMT

Starting to think this is some kind of joke - someone said they understood the problem, you've not cancelled my contract (within the cooling off period) and now want to charge me £115

Can someone at 3 please call me

Re: Disgraceful Service

richdolman — Thu, 21 Nov 2024 12:00:59 GMT

UPDATE: Once the pairing addon/contract was cancelled the watch worked perfectly and I was able to add it to the plan and I spoke to billing who said they've raised a credit for the £115

Anyone else having this issue needs to get the addon/contract for the esim for the watch cancelled and then start a new one. Very difficult to do as the customer service team don't seem to understand this is the the problem but once done it works