MCK code for Galaxy S10

[techfactor]

I am a business customer with vodafone and was trying to get my office landline sim working with no luck. Unprofessional vodafone customer service personnels gave me couple of wrong NUC codes and the phone is currently demaning a MCK code in order to enter any new NUC code. Which means trying any new NUC code is currently blocked by the network / device.

Vodafone says they got nothing to do with this and it needs to be done by Samsung being the manufaturer. Samsung on the other hand says we don't provide such services to end user but Vodafone have access to a system from which they can generate or get it from us and pass it to you. However, it is the responsibility of Vodafone being the network provider as the issue is network related.

Unfortunately, Vodafone customer service personnels have no idea what this MCK code  (Unfreeze code) is and giving out continous false information and instruction. One technician even claimed NUC is the MCK code and forced me to try that way as well.

Meanwhile, there are websites out there providing MCK, NUC and required codes for little as £15 within few minutes. I don't want to buy anything as such to keep my warranty but left in dark because vodafone dosen't know what is MCK is and neither have any idea what it does.

Any help would be appreciated.
Regards.

 

[techfactor]

Good Joke! Its 14 days now and I hope it won't be 21 days tomorrow as its not been resolved yet as of 14th September 23.00 hrs.

Vodafone is a great joke as I've been telling from day one. Can you please guide me which regulator body do I need to take this to fine justice?

[MarkD]

Hi @techfactor, have you now been sent your code? As @Tash suggested, if you haven't got the code yet, we would recommend that you keep and eye on your junk folders, just in case it's been sent there. We would hate to see you escalate this to the regulatory body as we want to get everything resolved for you. However, we do have an escalation route that can be started by contacting our social media team over Twitter or Facebook. You can find how to contact the team here. 

[techfactor]

Hi, nothing received and your so called social media team has gone in to hiding as they have no answer to provide. Would u please simply advise me the regulatory body that I need to contact?

[MarkD]

We are with the Communication and Internet Services Adjudication Scheme (CISAS). This will be the body to contact if we haven't resolved your issue after 8 weeks and we've followed the escalation paths. We really want to get this resolved, when did you last contact the social media team? 

[techfactor]

Last reply I received through FB messenger was 26th of Aug, on a FB post acknowledging (@Tash) the issue was a week ago, The last telephone conversation was on 11th of September and I was also told that the customer relation person who spoke to me on 24th of August has done nothing. I was also promised a call back from a manager during that call and can confirm nothing has happened so far.

On the other hand, all of my struggle here is to obtain a MCK code through as my phone is still under warranty. If not, it would only cost me £15 max and 5 - 10 min. You still think I've been treated fair here? despite being a business customer with 3 lines? 

Now what's that 8 weeks is about? you'll not resolve this even after 80 weeks because, no body at Vodafone knows what they are trying to get. Not a single person I spoke to over the phone knows what is MCK code is neither the technicians they spoke to while having me on hold.

Let me know what are my rights here?

[techfactor]

To keep this topic updated: 

1. Forum moderators have also gone in to hiding since 16th of September

2. I received a call from Vodafone on 20th September from their complaint department as claimed and all what they did was restart the entire conversation pretending nothing happened in the past.

3. They also promised a call back on Thursday the 24th of September but never called back until this moment

4. Meanwhile, I also received another joke of an email advising me that they are going to get me a NUC code. Going back to square one without even addressing the actual issue I am facing

5.  FB Messenger guys are replying once in a blue moon restarting the conversation every time and also asking to go through security, I am replying to them tirelessly (almost instantly) but they disappear once the problem is explained. 

PROBLEM HERE IS VODAFONE DOSEN'T KNOW WHAT THEY ARE LOOKING FOR. THEY DON'T KNOW WHAT IS MCK CODE IS although the defenders in this forum pretend widely. Five weeks gone, they are still unable to provide the mck code which is available to purchase for £10 - £15 within minutes.  Only reason I am not doing it is to keep my warranty.

I also offered to exchange my device as it is this device which requires this never to be found MCK code as an alternative device may only require NUC code which vodafone is able to provide. But they are not willing to do that either.

[techfactor]

I've received a second JOKE of an email while ago and I've replied as seen bow: 

Hi,  Jyoti Vajani,  This is a serious Joke!

You took a lot of my time to manipulate the situation and now talking about a useless NUC code without providing me the MCK code which is what required in the first place.

1. My complaint was made on 19th of August not 20th September. You took a month to address it, so don't create a new story here.

2. During the two telephone conversations with you, you pretended to have understood the problem and even promised to update last Thursday 24th but failed to keep up the promise.

3. I casted my doubt over your request to provide that old NUC code  but you still took it only to manipulate the situation and create a new confusion which is reflective in your email today despite knowing Vodafone provided me with wrong NUC to a wrong IMEI due to which phone got locked.

4. NUC code to the right IMEI number didn't work because your colleague asked to enter it whilst the phone already demands for MCK code.

5. I clearly explained you multiple times that no NUC Code will work without entering the MCK code as per Samsung but you still chose to play around and create a confusion to buy time and probably to put forward an useless apology.

6. It should be clear to you by now that you've failed and wasting my time instead of dealing this professionally. 

7. Issue here is MCK not a Network Unlock Code (NUC).

8 . Since you are so manipulative I am in opinion that this should be referred to the regulators immediately.Please provide me the document required to go to them as you have no idea what you're dealing with at all.

9. Don't forget, I also offered you to exchange the device as the new device might only need a NUC code which you are capable of providing but my request denied several times.

10. You also promised to work on compensation once the problem is sorted but it seems this is never going to end with the way you're handling.

Considering the above, provide me the email required to get in touch with the regulator ASAP.

Regards.

[Josh]

@techfactor It's sad to hear you're still chasing up a Master Unlock Code, I'd expected you to have this resolved with us on Social Media by now. However, I do understand we've been really busy on our social channels lately; thus there's been delays in replies etc. 

In regards to the email reply you've included in your post, have you since heard back from this or progressed any further with your unlocking query? 

[techfactor]

Hi @Josh, fundemental issue here is Vodafone customer service or the so called technical department / relevant department dealing behind the scene has no knowldge of what is MCK code is. Thats what making this issue prolong. 

 1. Jyoti got in touch with me today over the phone, I explained her everything including the foolish email I received on 23rd of September taking this back no where and still going in circle within the matter of NUC as she claimed that she've put everything right in the 'comment' box within the system. 

2. Final agreement during the conversation was that she'll be sending me an email confirming that the issue was first reported on 19th of August, I have already waited for 10 working days ONCE and her request was for a MCK code.

3. Also a definitive answer in writing to state what will happen when VODAFONE fail again second time (most probably) which I should receive by 29th of September as agreed.

4. I am in opinion that the only way to resolve this issue is to get the regulator involved as VODAFONE has demonstrated their incompetence not once but twice already.

5. Jacqueline who took up the matter on 24th of August 2020 folowing my complaint on 19th August has mentioned clearly in her email that 'customer got nuc code twice which was wrong and locked device and requires MCK code. Forms and emails have been sent to back office team and getting no response'.
"Customer just wants his handset unlocked" on 15th September 2020, from where Jyoti has picked up.

6. It is evident that the relevant department has no idea what is MCK is, therefore I requested Jyoti to try and speak to one of them who communicate with Samsung for this and explain them in simple English in person if possible to make sure that they attempt to get a MCK code. 

7. She has also promised to speak to the Manager about alternative solution who already denied my request to exchange the device and sort the issue which has cost me time, money and mental stress during this pandemic.

8. I am expecting a reply tomorrow, will post the update here by this time. 

[techfactor]

I recieved an email today (pasted below), which is somewhat on the right track after 40 days of struggle. However, the email suggests the complaint team has only advised the 'team' but there is no guarantee the team will do the right thing as they've failed to work on it during the first request made on the 19th of August.

Further, Jyoti has failed to reply me with the 'solution'should this attempt also fail as promised. I have just sent an email requesting the same.

Content from the email received from VODAFONE on 29th of September 2020:

"We would like to inform you that we had sent the request to the Network Unlock Code team informing that the handset needs MCK (Master Code) and not the NUC because NUC won't work unless the Master code is not been used. Also, as you mentioned earlier that in the month of August you requested MCK and you've been asked to wait for 10 days. This is the second time you contacted us asking for MCK and NUC."