So I can swap SIMS in my phones I'm trying to unlock a SAmsung i5500 bought from Vodafone over 12 months ago. I requested this at the beginning of MArch from Vodafone. Since then Vodafone blame Samsung for the delay and Samsung blame Vodafone for the delay. They both sit there twiddling their thumbs. Both are not giving me any kind of useful customer service, but one of them is lying to me - which one? See below for details. It's impossible to tell whether Samsung or vodafone are telling the truth so I can only recommend that people avoid both organisations. I have cancelled my plans to get a Galaxy Ace now, and since Vodafone are not capable of sorting this out, I will probably not take out any other contract with them again. Here is the story from My Samsung account - Samsung clearly say it is nothing to do with them which Vodafone contradicts.
Thank you for contacting Samsung.
We understand the frustration you are experiencing with this issue. We
would be technical support and would not be able to contact Vodafone on
your behalf to have this resolved. We would advise you notify Vodafone
of our correspondence and our response on this issue. They cannot
withhold this information from you, depending on how long you have been
with them they might charge you for this code but the onus is on them to
provide it to you.
If you require any further assistance, please contact Samsung again and
we will be more than happy to help.
Kind regards,
David
Online Support Team
SAMSUNG Customer Support Centre
Since you say you are happy to help, please help. Contact Vodafone and
explain to them that they do not need to contact you. Explain to them
that Samsung do not have any assistance they can give to Vodafone.
Explain to vodafone that it is entirely a vodafone matter to unlock a
phone . Please help me.
Thank you for contacting Samsung.
In response to your query, please be advised that Samsung would have
nothing to do with unlocking codes for handsets. It is strictly a
network issue. If we had this information we would have no problem
supplying you with this as which network you run your handset on is of
no difference to ourselves. It is up to Vodafone to provide you with
this information.
If you require any further assistance, please contact Samsung again and
we will be more than happy to help.
Kind regards,
David
Online Support Team
SAMSUNG Customer Support Centre
26.04.2012 11:45:28
I have just spoken to Vodafone who are adamant that the delay in
unlocking is due to Samsung who are not providing them with the inf
ormation they need. Of all the manufacturers, they say Samsung are the slowest, though not usually as slow as this. As a result of
this delay and the refusal of Samsung to help, I will cancel my plans to
buy a Galaxy Ace next week and recommend to others that they do not buy
a Samsung as they will not be able to unlock it. I will get a Nokia or
HTC instead. It may not be your department, but somewhere in Samsung's
organization is a person who is not doing their job properly, which
means Vodafone cannot unlock my phone. Please investigate and find out
what the problem is - either you or Vodafone have not been telling me
the truth.
Dear Steve
Thank you for contacting Samsung.
I'm afraid all I can say is that is that this is very much a network
issue. The networks lock the phone to their network so that other sims
cannot be used on that phone. Samsung would derive no benefit from doing
this as it does not matter to Samsung which network the phone is on.
This is not the case for Vodafone. I would urge you to relay this
message to them in an effort to speed up the process.
If you require any further assistance, please contact Samsung again and
we will be more than happy to help.
Kind regards,
Ciaran
Online Support Team
SAMSUNG Customer Support Centre
23.04.2012 15:15:13
You say you don't provide unlock codes, yet Vodafone say they are highly
dependent on you - see below. This request is getting on for two months
- can Vodafone and Samsung talk to each other and resolve it please.
<(>&<)>amp;quotDear Customer,
Thank you for writing to us.
We appreciate your patience for getting your handset network unlocked.
I checked your request and saw the status was still pending.
We are highly dependent on the manufacturer in case of unlocking
handsets.
Once we hear from them, we assure you to inform about this at the
earliest.
Kind regards,
Megha Arora<(>&<)>amp;quot
Thank you for contacting Samsung.
In response to your query, please be advised that Samsung would not
possess any unlocking codes for mobile devices. We manufacture the
devices and sell them to the network providers who in turn lock the
handsets for their particular network. Vodafone unfortunately is
providing you with incorrect information. If we had these codes it would
be at no interest of ourselves to not provide them to you, as whatever
network you are on is of no difference to Samsung. We would recommend
you contact Vodafone again with this information and let them know that
you are aware that they are responsible for providing you with this
information.
If you require any further assistance, please contact Samsung again and
we will be more than happy to help.
Kind regards,
David
Online Support Team
SAMSUNG Customer Support Centre
13.04.2012 13:47:26
I have checked with Vodafone and they said they had requested the unlock
information to be sent to me by Samsung at the beginning of March - how
long does it normally take for Samsung to issue the unlock information?
Dear Steve,
Thank you for contacting Samsung.
Unfortunately we are unable to provide any information about your
request. Please refer to your network provider to see if your handset
can be unlocked from their network.
If you require any further assistance, please contact Samsung again and
we will be more than happy to help.
Kind regards,
Richard
Online Support Team
SAMSUNG Customer Support Centre
12.04.2012 10:15:18
Please can you send me details to unlock this phone from Vodafone - I
requested this from Vodafone at the beginning of March, and they said
samsung would email it to me, but I have not yet received anything.
