Vodafone NUC Resolutions

doobyden

Dear MSE Vodafone Representative,

As pertinent as they are, I'll not bother repeating the standard complaints about VFs customer service, I just want this resolved. Although I will say, I think it's a poor joke on the customers that this department uses the word 'resolution' in its title!

My brother's iPhone was replaced via his insurance, so when it came to him requesting the unlock code from NUCres (on 6th November 2014) they sent him this:

Here is an update on your request to unlock your phone so you can use it on a different network.

We are getting the code for you

We did not have the code on our database so we have asked your phone manufacturer for it.
Reference Number: 1515543
How long does it take?

It can take up to 10 working days for us to get the code from them. As soon as we do, we will email it to you - along with instructions on what to do next.
Thanks,
Vodafone Customer Services Team

So this was 2 full months ago, and no reply, no code. When he filled in the online form again, 2 days ago, he got this ridiculous reply:

We have been unable to proceed with your request as when we checked the details you gave us for this IMEI (xxxxxxxxxxxxxxx) we can see this is a duplicate request for this IMEI Number.
What happens next?

If the number you gave us is not right, you will just need to fill in our online form again.. If it was provided by another network, you will need to speak to them.
Thanks,
Vodafone Customer Services Team

Surely if he was to fill in the online form again, it would be a triplicate request?!

Would it be possible for them to check the details and actually provide the code? Could you give me an actual working email address (the links on your MSE profile page do not work) to get in touch with someone who is capable of 1) understanding the issue and, more importantly 2) actually resolving the matter?

Worthy of note here, is that in an attempt to cut out the useless middleman, I rang Apple to see what the hold up was, and if I could possibly get the code directly from them. They informed me that Vodafone would have the code, as Apple do not give out unlock codes. So I would also like to know if stating that they were requesting it from the manufacturer was merely a stalling tactic?

I really hope this small matter can be dealt with quickly and satisfactorily, without me having to resort to complaints procedures and Ombudsman services. Of course, if Vodafone provided a telephone contact for NUCres, this would be much more likely. Any advice to this end will be greatly appreciated.

Denise

Collabora

It would state

this is a duplicate request for this IMEI Number.

as you already requested a code so the IMEI number is in the system.

Silk

doobyden wrote: »

So this was 2 full months ago, and no reply, no code

They don't send you a code though ....have you tried putting a new sim in ?

doobyden wrote: »

Would it be possible for them to check the details and actually provide the code? Could you give me an actual working email address (the links on your MSE profile page do not work) ?

Just checked the link for emailing the rep http://goo.gl/vhVWku it is working

diamonds

Did Vodafone tell you to sync iPhone to iTunes for the unlock process to complete?


Don't anyone dare answer that! Lol

doobyden

That link worked for me Silk, thanks, but idealy I'd like an email address rather than an online form.

No Diamonds, the only correspondence we've had is quoted in the OP.
We'll try that though, thanks!

Vodafone

Hi Denise,

If you still need help with this, email me via the link posted by Silk.

To make sure it reaches me, you'll need to quote the code WRT135 - MSE in the subject line.

As company representatives need to follow certain rules when posting on MSE, I'm unable to provide you with a direct email address.

Kind regards,

Lee

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