06-03-2015 12:31 PM - last edited on 06-03-2015 02:45 PM by Sarah
First of all I would like to highlight how ridiculous the customer service is as I have now had my unlock request with you for 40 days. I have contacted you serval times tried to escalate and been promised numerous times that a manager will contact we back with no success which is why I’m posting this last ditch attempt before sending an e-mail direct to the CEO Vodafone as I feel he needs to know how bad you are letting your customers down. Background so far:-
Thank you for writing.
Kindly try to unlock the handset by entering "xxxxxxxxx"
If the above does not work, then, you need to contact Samsung customer care directly.
Arjun (surname removed for security)
Vodafone Unlocking Team
since then I have tried to escalate several times, been promised phone back from managers and even been hung up on because they couldn’t help. I need this resolved ASAP and feel compensation is in order due to the way you have handle this issue. Can someone from the NUC team please contact me to resolve as currently I’m in the process of writing to watchdog etc... to express my concerns on this service and the customer part should be left out as your clearing not putting us first.
I look forwarding to response
06-03-2015 03:36 PM
I'm not clear whether you've received the unlock code or not. There have been reports of delays in their being supplied by Samsung, though also of that backlog being cleared.
It sounds as though the message from Arjun includes a code. Did you use that and did it work? If not, did you speak to Samsung as suggested? Going direct to them would cut out an intervening stage and should get you an answer more quickly. Contact details should be on the Support tab of the UK website.
06-03-2015 04:33 PM
No i have not been given an unlock code that's work, i'm still waiting for a manager to phone me back as they have a 72hr sla to response ( not what i would call escaltion). I need someone to provide me with an unlock code that works. I also went to samsung which have a great customer service and i was able to speak to a manager straight away who informed that is was my network provider that need to provide the unlock.
Could i please ask you to resolve my issue and stop pointing me to go through erd parties and troubleshoot the issue when i paid vodafone for a service which should be straight for.
I would like someone to contact me from the NUC team that can resolve my issue. Also regarding delay i havent been told of any delay just that my phone was already unlock which it wasnt and had to wait 16 days for that ridiculous response. The next suggested was a default code which didnt work and then trying to pass the buck to samsung after vodafone has taken money to provide a service.
Come on get your act together and please contact me to resolve
06-03-2015 04:45 PM
While you're waiting for that, you could contact Samsung and see if they can resolve the issue directly with you. Just a thought. Or you could wait for Vodafone to contact you, then for them contact Samsung and get an answer and then relay that answer back to you.
06-03-2015 04:54 PM
Hrym are you reading my post or just building up responses to post as i have stated above i have already contact samsung who informed me that the network provider need to provide the unlock code. Also vodaphone have contact samsung twice apparently and the first response was my phone is already unlock which is stupid as when you fill in the request it part of the must check or whats the point of paying for the service ( must just like throwing money away). The second time was they cant help me to try a stupid default code and contact samsung myself which I DID and they said that is the network provide. Please can an expert from the team help.
Really Really fedup with stupid responses, i know people try to be helpful but it does help when you frustrated and just want to speak to the right person that can help
10-03-2015 03:03 PM
Vodafone doesn't really care if your phone gets unlocked or not. I have been on these for weeks. The last person i spoke to today sent me an email and asked me to enter a code in these format #xxxxxxx*xxx*NUC#. That didn't work either.
And Samsung won't deal with me directly.
If you find a solution kindly share on here please.
11-03-2015 11:01 AM
Sukhi, Could you please reply as i have filled in the details request and yet again no reply within the sla. Seems like vodafone cant keep thier promises regarding phone backs, escalation or simple e-mail replays. This is beyound a joke and seems to be the norm when it comes to your customer service, it simples fails to deliver for the customer.
I have recommend all family members and friends to ditch vodafone and look at other providers and i would urge anyone reading this to do the same.
Vodafone can some contact me ASAP to resolve you need to address the issue
13-03-2015 03:10 PM
I got my phone unlocked today.
The issue was Vodafone sent me a 7-digit code instead of an 8-digit code.
The wrong code looked like: 9XXXXXX
The correct code that worked looked like: 09XXXXXX and this is the instruction that worked for me.
1. Turn phone off.
2. Enter Non-Vodafone Sim Card
3. Switch phone back on.
4. The handset should now ask for the Sim network unlocking code - please enter the code given and click unlock. Wait like 5 secs
5. The phone should now be unlocked.
I hope someone finds htis useful.
13-03-2015 03:23 PM
thanks mine was 8 digits and all the digits were the same number was the the case with your code i think they gave me a genric one. Also did you have to contact them again to get it or do anything to help the process or was it just a waiting game
13-03-2015 03:27 PM - edited 13-03-2015 03:33 PM
My initial code was 7 digits made up of random numbers.
I didn't do anything special, i only completed the form in the link.
Read and follow the instuction in the link.
I didn't do it right the first time, but i realised just after sending it (They gave a code to enter in the subject and i didn't enter it the first time).
13-03-2015 03:38 PM
thanks for that no joy my code was 00000000 just think it was sent to try and close the call with vodafone. Yours didn't work but thankyou for posting
the waiting continues, tune in next week when hopefully the customer service with be upgrade to version 2.0
13-03-2015 07:15 PM - last edited on 15-03-2015 04:25 PM by Jamian
I have the same issue, been waiting for 38 days now. Phoned the utterly useless customer service, which is based in INDIA, asked them why is it taking so long. All I got back, "I'm sorry sir, let me transfer you to right deparment". Ok. The right department didn't know where is the problem because they have issued the NUC for me and it should work but it doesn't. Then again, "I'm really sorry sir but there is nothing I can do, let me put your enquiry on the priority list and the Mr Fix It All will call within 24 Hours". And every time I call is the same over and over again. I guess, they have been programmed to repeat the same text over and over again.
Anyway, other people have written a comlaint letter to Trading standards but they can only get your money what you have spent so far. Better thing is, contact Ombudsman communications and there you may get compensation for Vodafone causing distress and lost time. But for this you have to wait 8 weeks from 1st comlaint was sent to Vodafone, only then Ombudsman can help.
It is their responsibility to provide the NUC since you have paid the money. It is a contract!
Good luck everyone and hope this helps.
16-03-2015 11:27 AM
I'm sorry to hear the issues you're all facing.
@batesd – Thanks for your time on the phone today. We’ll be back in touch as soon as we’ve got an update.
@Knutsbaby – It’s showing we replied to your email on 13 March.
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