03-08-2012 10:03 AM
I requested an unlock code from Vodafone and filled in the form online.
I was then contacted and told the request was denied as the IMEI number provided is incorrect. (Even though I gave the one that is on my handset and no errors were made.) So was asked to phone 191 and speak to advisor.
I did this and was told the IMEI number was out by 1 digit. The one on my handset ended in a '1' and the one on the advisors system ended in a '0' all the other numbers were the same. Now this CLEARLY is a clerical error on the Vodafone system and nothing I could have had involvement in. So I went to a Vodaphone store along with all my bits from my original contract, phone, box, paperwork and the guy apologised and changed my IMEI number on their system to match the one on my phone and put through the request again. Was told that it would now be actioned within 48 hours.
Heard nothing back for 5 days so called Vodaphone this morning and was told that my request had been cancelled as I can only make one request to get it unlocked and my original details didnt match up.
This is an absolute disgrace, I have been a loyal customer and even spoke to an advisor last week about staying on my contract for a lower tarriff until the new iPhone comes out and then upgrade. But after the appaling service I received for this minor request I begrudgingly gave notice on my account today.
I am extremely disappointed in the lack of help I received from Vodafone given that the fault was not my own doing and something I had no control over. To then be told that my request will no longer be actioned is appalling.
I hope none of you have to go through all this to no avail.
05-08-2012 01:15 PM
Thanks for your post. We'll be able to sort this out for you. It is correct that we can only provide one free unlock request within a 12 month period, however based on the information provided in your earlier post this rule has been taken too literally as it appears to be a request for the same handset with a clerical error on the IMEI.
I've sent a private message with details of how to contact us directly. If you could also provide your NUC reference and the e-mail reference number from NUC Resolutions in the reply too that would be fantastic
You can find your PM inbox here. If you can't access this link, please ensure that the box next to "Turn on private messages" is ticked on this page, and let us know if you need any further assistance.