My quest for a NUC code for my Vodafone Platinum 7 from Vodafone!

[yoghurtbrain]

I have spent nearly 2 months and many hours on the phone to the Pay as you go team, all around the world, to obtain a network unlock code for my phone.

The complete ineptitude of the unlock team defies belief.

11 requests for a NUC, 1 by me via the internet and the other 10 by the PAYG team.

Lots of apologies and escalations which do nothing to get me a NUC code for my phone. On my last call to the PAYG team yesterday I decided enough was enough. I called and requested a 'letter of deadlock' as my nerves can take no more of this incompetence.

It does not surprise me that Vodafone, in the U.K. ,has been ranked the worst service provider for the last 4 years.

[barnsley3000]

CUT THROUGH ALL THE UNHELPFUL STAFF, STOP BEING PASSED AROUND IN CIRCLES, DON'T BE TREATED AS A PIECE OF DIRT.
DEMAND TO BE DEALT WITH BY CUSTOMER RELATIONS ON 01635 33251, FORCEFULLY REQUEST THEY "MANUALLY UNLOCK" YOUR PHONE. Yes, they actually have a procedure to unlock your phone without a NUC code needed. (Note, I have an Android phone, this post my not be correct for iPhones, BUT, save time by going to the top complaints team and be forceful).
I provide this info to allow customers facing the same distress, wasted hours and bottom-level support to achieve a legal resolution with no further issues to themselves.
Heres a bit more detail to the above:
Had a similar issue trying to leave Vodafone (still ongoing). This after a year of mis-billing, contract issue (Vodafone decided to give me a new contract but then billed me nearly £500 for their inability to fix my previous contract (I cancelled my direct debit fortunately - after many hours Vodafone admitted their fault and stopped trying to take the £500 from me), and occasionally cutting off my service without any notice.
Back to the NUC issue. After many hours, complaining, passed around and eventually threats of legal routs (Ombudsman, Watchdog, Ofcom, legal representation) I may have finally been offered a completely new solution.
Spoke to Customer Relations Dept opn 01635 33251. Spoke to Nadine Brown who now informs me Vodafone will perform a "manual unlock". This will be done by Vodafone, will not require any action from me and should allow me to use my other provider's SIM card.
I suggest you skip any other form of customer support (I've spent hours doing so and just get given "wait for another 48 hours sir..." then followed by the same non-working NUC code. And the loop goes on.
I am waiting to see if this works, but I made myself very clear on the actions I'm willing to take and this appears to have had the desired effect.
One wonders why not one customer services person (Complaints Dept, Consumer Resolutions Dept, Complaints Dept, NUC "team", Technical Support, In-store staff etc) had ever offered me this option. Any why I took every conceivable threat to get someone at Vodafone to release me.
I'm naturally going to go through the Ombudsman, I'm requesting all audio recordings, all history on my file, and had resorted to making my own audio recordings of my phone calls to Vodafone in an attempt to seek a fair and just punishment / compensation etc.

Wonder if ANYONE at Vodafone will update the internal polcies and begin offering all customers this option???? As future customers get the same problem, at least this post is reference (along with others Im posting to) that Vodafone altered NOTHING internally - instead deciding to continue causing issues for their customers that could be avoided very easily.

[yoghurtbrain]

Fellow customer - it looks like nothing changes for the better in Vodafone.

[yoghurtbrain]

So I decided to make a complaint via the CEO e mail to Nick Jeffery  on the 24/03/17. In return I received a quick response that it would be looked into although since then things have gone down hill.

25/03/17 I receive an e-mail from Eddy Robinson who states he tried to contact me without success, but would contact me on the Monday following.

27/03/17 Monday morning I contacted Eddy Robinson's dept and spoke to someone who said he was unavailable. I advised them not to phone me on the phone that had the unlock issue as I had no credit and was unable to pick up the voice mails. Instead I requested they contact me on another mobile number, which they said was not a problem.

Later that day I receive a voice mail from the Director dept on the phone at issue!

28/03/17 Tuesday - other than the voice mail on the phone at issue, which I cannot pick up I have recieved no other communication from them. I phoned the dept back in the morning and repeated that they need to call me on the number I gave them yesterday and not the phone at issue. The person repeated the number they had from the conversation yesterday, which was correct. I also requested a status update and supposedly it is in the hands of a specialist from the, yes you guessed it, N.U.C back office team!

I have also repeatedly, over several days, replied via e-mail to Eddy Robinson's original e-mail to request he corresponds via said e-mail account. As of today the Wed 29/03/17 I have had no contact/correspondence from him other than a voice mail I am unable to access from earlier in the week.

I had hoped that this last avenue would produce a copy of the NUC code to allow me to enter it on my phone when I placed a non vodafone sim in it, but alas it may seem this has been a fruitless excercise as well.

I will give it until this weekend and if I do not receive an unlock code to enter into the phone I will get the reams of paperwork/e-mails and contact the oumbudsman service.

[Carly]

@yoghurtbrain

We want to get everything resolved for you.

If you've sent us an email, let us know the reference number (#123456) from the automated reply and we'll check what's happening with your issue.

[yoghurtbrain]

Did you ever get the phone actually manually unlocked by vodafone in the end?

[yoghurtbrain]

Now you are just having a laugh at my expense.

You do not listen and you certainly are not competent to perform this simple request to supply a code to allow me to leave this aweful company.

I am not surprised you were fined millions of pounds last year for poor customer complaints handling.

You just repeat the same old dross.....the phone is unlocked, put a different sim in........read my vodafone account notes and actually do your job for once.

[Sarah_T]

@yoghurtbrain

Have you sent us an email as advised? We'll gladly help with your query.

[yoghurtbrain]

Sarah_T, I'm afrid you won't.

You already investigated, I use the word 'investigate' lightly, the issue of vodafone's inability to obtain a copy of the nuc code (or as I specifically requested a 'manual unlock'  by your dept that was totally ignored) to insert into my phone to allow it to be unlocked for other provider sims.

How many times would you 'glady help' me, only to state the phone is unlocked and merely requires another provider sim placed in the phone?

Having to deal with vodafone reminds me of a book I read in infant school titled 'The Doldrums'.

If i wanted someone to repeat the same thing to me time and time and time and time and time and time and time and time, sorry I'm repeating myself - I would buy a parrot!

The matter is currently with the director complaints dept, although not much has happened in the last 7 days since my complaint to them. I am surrently awaiting a resolution to what has been nearly 3 months of my wasted time and effort to merely have a simple process actioned by vodafone to UNLOCK my phone.

I will update this thread as and when ANYTHING happens, sigh!!!!!!!!!!!!!!!!

[yoghurtbrain]

Still waiting.

How loooooonnnnnnggggggggggg does it take to perform a simple MANUAL UNLOCK/ supply n.u.c. code by Vodafone on a Vodafone Smart Platinum 7?

Obviously, at least 3 months or so, if ever!!!!!!!!!!!!!!!!!!!!!!

[Colleen]

@yoghurtbrain Sorry to hear this has not yet been resolved. 

As advised, we're unable to access customer accounts through the Community. Therefore we'd need you to reply back to our last email, for us to be able to offer further help with your query. 

Someone will be looking into your complaint and will be in touch, as soon as possible. 

If there's anything else we can help with, please pop over an email and let us know.