Hello visitors!
I need your help bringing attention to my situation. I hope the more popular this becomes the more likely Vodafone UK will take notice and rectify the problem.
I am a Canadian citizen who traveled to Europe between March 1 - 24, 2008. The trip was to visit friends and locales that I didn't have a chance to when I lived in Dublin, Ireland between 2005-2006. My first destination was Scotland, where I purchased a LG KG800 - aka 'Chocolate' from a Car Phone Warehouse in order to stay in touch with friends and in case of emergencies. My intention was to have the phone unlocked shortly before departing home for Canada.
On March 23, I attempted just that. I called the Vodafone UK customer support line and asked about getting my phone unlocked. The rep told me that I needed £19.99 (roughly $40.00) on my top up account in order to do this. I was short and would need to top up. Fair enough. I hung up, went to the nearest corner store and purchased and activated a £20.00 top up voucher and called Vodafone UK support back.
This rep asked me my security questions, told me the price of the service and deducted it from my account. Only then did he tell me that Vodafone does not have the information in their system to unlock my phone. They would need to contact LG directly and have them email me the unlock code (NUC) and instructions on how to unlock the mobile. When I asked what the turn around was, he told me '72 hours'. Below is my correspondence with Vodafone Customer Support. Please keep in mind that I've already paid to have my phone unlocked while reading the below correspondence.
[The short version:
I've been contacted via email on six different occasions to register my phone. While I was in Scotland I could NOT register my phone because I do not have 1) A UK credit card and 2) a UK postal address. I keep verifying my details however I am continually asked to send information so that Vodafone UK can register my phone. I was even offered a refund of my £19.99 on April 2, 2008 because of the headache I've suffered however as of April 8, 2007 that hasn't happened. I've even CC'd the Vodafone CEO Arun Sarin hoping to bring to his attention the slacking of his customer service team.]
On March 30, 2008 I contacted Vodafone UK using their online webform. I received this response on March 31, 2008:
| from |  Webform |
| reply-to | ccare.webmails@vf.vodafone.co.uk,
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| to | Dave
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| date | Mon, Mar 31, 2008 at 10:46 AM |
| subject | Re: SubmitContactUsQuery [#5150772] |
Good afternoon Mr.
Thank you for contacting Vodafone Customer Services regarding the Network Unlock Code(NUC) for your phone.
Mr., the mobile number ############### provided by you is not registered with us. To register your number, please call us on 17298 from your phone and select option 1.
Once you have registered, please get back to me with the security details requested below to access your account and to check further:
- 1st and 2nd digit of your PIN or 1st and 3rd character of your password
Alternatively, you can get to me with:
- First Line of Address and Postcode
- Date of Birth
- Last Top Up amount
Once I've received this, I'll be more than happy to help.
I’ll look forward for your reply and should you need any further assistance in the meantime, please feel free to contact me.
Kind regards,
Nikhil Shirodkar
Vodafone Customer Services
_____________________________________
| from | Dave |
| to | ccare.webmails@vf.vodafone.co.uk,
|
| date | Mon, Mar 31, 2008 at 10:55 AM |
| subject | Re: SubmitContactUsQuery [#5150772] |
Hello,
Thank you for your response.
As I am aboard here are the details you requested:
Postal address: ####################
Date of Birth: #####################
Last Top-up Amount: 20 Pounds
_________________________________________
from |
Webform |
| reply-to | ccare.webmails@vf.vodafone.co.uk,
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| to | dave
|
| date | Mon, Mar 31, 2008 at 7:08 PM |
| subject | Re: SubmitContactUsQuery [#5150772] |
Hello Mr.,
Thanks for your email to Vodafone about the NUC for your LG KG 800 phone.
I've read your email and understand that you're abroad and unable to register your phone number. Let me assist you with this.
Mr., please note that, the registration of your phone number with us will give us access to your phone account and enable us to give you more information. I will be able to deal with your any future phone account related query with the registration of your PAYT phone number with us.
Since you're abroad, I’ll be glad to register your number on our system for you once you get back to me with the security details given below:
- Your Full name
- Your full address with post code
- Your date of birth
- 20 digit Vodafone SIM number
- Fixed landline number
- Password / PIN of your choice.
If your phone is over 12 months old there will be no charge for supplying the NUC. If your phone is under 12 months old, you’ll be charged £19.99. To enable us to take charges from your phone account you need to have a minimum credit of £20 on your account.
To get your NUC, please provide us with the IMEI (International Mobile Station Equipment Identity) number. You can get the IMEI by dialling *#06# SEND.
Once I’ve received this, I’ll be happy to help you with your phone NUC.
Please note that the NUC is available in our database, we'll give it you immediately. If the NUC is not available with us, we'll then need to order it for you from the manufacturer. Normally it takes up to 5 working days for the NUC to be sent to you. It will be sent to you either via email or post, though you need to know it can sometimes take up to 6 weeks.
If there's anything else in the meantime Mr., please feel free to contact me.
Kind regards,
Ravindra Babar
Vodafone Customer Services
______________________________________________
| from | Dave | | to | ccare.webmails@vf.vodafone.co.uk,
| | date | Mon, Mar 31, 2008 at 10:07 PM | | subject | Re: SubmitContactUsQuery [#5150772] |
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Hello,
I have already been through the unlock process with a Vodafone representative during a call on March 23. £19.99 has already been taken from my account for the NUC code. I was told, after payment was taken, that the unlock code for my phone (LG KG800) was not in your system and that Vodafone would contact LG for instructions and a code which would then be emailed to me. I asked how long the turn around for this is. 72 hours I was told. The IMEI code, along with other security answers, including the email address which I am emailing you from now, were provided to the Vodafone representative.
Please look into my account history to confirm that indeed £19.99 has been taken from my account and that I have provided all relevant information. I've already verified details with Vodafone on March 23rd. All I am waiting for is the unlock code and instructions.
As I have already paid for this service I do not see the need to continue to verify my details over and over again. The transaction has already occurred. Vodafone UK has not lived up to its end of the deal. In fact, I added £20.00 to my account on March 23rd just for the purpose of unlocking my mobile. My first call to Vodafone UK on March 23rd will verify this as well.
Please look into this ASAP. I would also ask that you forward this email to your manager as my form of complaint to the manner in which Vodafone has handled this situation.
________________________________________________
| from | Webform |
| reply-to | ccare.webmails@vf.vodafone.co.uk,
|
| to | dave
|
| date | Wed, Apr 2, 2008 at 2:15 PM |
| subject | Re: SubmitContactUsQuery [#5150772] |
Hello Mr.,
Thanks for your email to Vodafone about the NUC (Network Unlock Code) for your LG KG 800 phone.
I've read your email and understand that you're abroad and unable to register your phone number. Let me see how I can help you with this.
Mr., Thanks for bringing to my notice that already £19.99 has been deducted from your number and you have not received your NUC yet. This is not the way we would like serve our customers.
As you have gone through a lot of hassle to get your NUC, as a gesture of good will I will refund the £19.99. However I need to register your number to give you the credit and the check the status of your NUC which you have ordered.
To register your number in your previous email you have already given your
- Your Full name : Dave
- Your full address with post code : ###################
- Your date of birth. : ###################
Now to complete the registration, please provide me with:
Once I receive the following information I would be able to register your number, refund the calling credit of £19.99 and check the status of your N.U.C.
Kind regards,
Sohail Khan
Team Manager
Vodafone Customer Services
_______________________________________________
| from | Dave |
| to | ccare.webmails@vf.vodafone.co.uk,
|
| date | Wed, Apr 2, 2008 at 2:28 PM |
| subject | Re: SubmitContactUsQuery [#5150772] |
Hello,
Thank you for your response. Here is the information you have requested:
SIM: ####################### (Not sure if this is relevant but G439 follows the first 20 digits).
Fixed Land Line: ##############
PIN: #######
Many thanks,
________________________________________________
| from | Webform |
| reply-to | ccare.webmails@vf.vodafone.co.uk,
|
| to | dave,
|
| date | Fri, Apr 4, 2008 at 12:16 PM |
| subject | Re: SubmitContactUsQuery [#5150772] |
Hello Mr., Thanks for your email to Vodafone with the security details. I'm here to assist you.
Mr., I've checked your account and see that your number is not registered. I will be happy to help you however, in order to view your account please can you register your number and provide us with the following security details:
- Full address with postcode
- Date of birth.
Once we receive the above information, we’ll be pleased to help.
Registration is fast, free and here are 3 great reasons for registering with us:
1. We’ll give you some EXTRA calling credit – that’s even more free calls and
text messages.
2. We’ll keep you updated on new products and services.
3. It will help us to stop your mobile phone being misused if it’s lost or stolen.
To register, go to www.vodafone.co.uk, select ‘My Vodafone’ from the left menu and follow the simple steps.
Alternatively, call 17298 any day between 7:00 and 12:00 midnight from your Pay As You Talk mobile.
The information would enable me to access your Vodafone account and check your details as this is purely for security checks.
Mr., I look forward for your reply and if there is anything else we can help you with, please feel free to contact me.
Kind regards,
Johnn Joseph
Vodafone Customer Services
____________________________________________
| from | Dave |
| to | ccare.webmails@vf.vodafone.co.uk,
|
| date | Fri, Apr 4, 2008 at 12:32 PM |
| subject | Re: SubmitContactUsQuery [#5150772] |
Mr. Joseph and the rest of the Vodafone UK customer support team:
Thank you for contacting me. If you had looked at the response I sent to Sohail Khan you will see that I have been through this 'registration' business for some time now. In fact this is the fourth time that I've been asked to verfiy such details.
Here are the facts:
1) I HAVE PAID TO HAVE MY PHONE REGISTERED [I meant unlocked here] ON MARCH 23, 2008.
2) I VERIFIED ALL MY INFORMATION ON THE PHONE & VIA EMAIL WITH A VODAFONE REPRESENTATIVE, INCLUDING POSTAL ADDRESS, DATE OF BIRTH, DATE I LAST TOPPED UP, VALUE OF LAST TOP UP, SIM NUMBER IEMI NUMBER, FIX LAND LINE NUMBER, AND A PIN OF MY CHOICE.
3) I HAVE PREVIOUSLY ALSO VERIFIED SAID INFORMATION OVER EMAIL WITH A VODAFONE REPRESENTATIVE
4) I HAVE PREVIOUSLY VERIFIED MY INFORMATION WITH VODAFONE TEAM MANAGER SOHAIL KHAN. THIS MANAGER THOUGHT IT BEST TO REFUND MY £19.99 ONCE THEY REGISTERED BY PHONE.
Please note that I DO NOT want to go through this process again - EVER. Should another representative of Vodafone contact me for verification or registration details again (which were passed to Team Manager Sohail Khan on April 2, 2008) I will be forced to contact legal counsel for Vodafone UK not following through with its contractual obligation in providing a service I paid for promptly.
This is the fourth time that I've been contact for such details and still two weeks later I do not have an unlock code or instructions on how to unlock my mobile to accept international SIM cards which was promised to me.
___________________________________________________
| from | Webform |
| reply-to | ccare.webmails@vf.vodafone.co.uk,
|
| to | dave
|
| date | Mon, Apr 7, 2008 at 8:30 AM |
| subject | Re: SubmitContactUsQuery [#5150772] |
Good afternoon Mr.,
Thanks for your email to Vodafone about the the NUC(Network unlock Code).
I read your previous emails and can understand your frustration that you have not received the NUC for your phone. I sincerely apologise for all the inconvenience caused.
Mr., what I can do for you I can register your phone and can request for the NUC. Please get back to me with the following details so that I can register your account:
-
Full address with postcode
-
20 digit SIM number (as you have mention in your email its not 20 digit).
-
Mothers maiden name (Pin or password)
Once you have the calling credit, please reply to this email and I will be pleased to provide you with the NUC for your phone. Once the NUC is requested the code will be sent to you within 6 weeks via email or a text message.
I’ll look forward to your reply. Should you need any further assistance in the meantime, please feel free to contact me.
Rookshana Velani
Vodafone Customer Services
___________________________________________
| from | Dave |
| to | ccare.webmails@vf.vodafone.co.uk,
|
| date | Mon, Apr 7, 2008 at 9:14 AM |
| subject | Re: SubmitContactUsQuery [#5150772] |
Hello,
Please forward this to your manager.
To date, I have been contacted many times asking for the same information over and over again. On April 2, 2008 I received the following email from Sohail Khan who identified themselves as a Team Manager of Vodafone Customer Services:
Thanks for your email to Vodafone about the NUC (Network Unlock Code) for your LG KG 800 phone. I've read your email and understand that you're abroad and unable to register your phone number. Let me see how I can help you with this.
Mr., Thanks for bringing to my notice that already £19.99 has been deducted from your number and you have not received your NUC yet. This is not the way we would like serve our customers.
As you have gone through a lot of hassle to get your NUC, as a gesture of good will I will refund the £19.99. However I need to register your number to give you the credit and the check the status of your NUC which you have ordered.
To register your number in your previous email you have already given your
- Your Full name : Dave
- Your full address with post code : #######################
- Your date of birth. : #######################
Now to complete the registration, please provide me with:
Once I receive the following information I would be able to register your number, refund the calling credit of £19.99 and check the status of your N.U.C.
Kind regards,
Sohail Khan
Team Manager
Vodafone Customer Services
My response was as follows (also dated April 2, 2008):
Hello,
Thank you for your response. Here is the information you have requested:
SIM: ###################### (Not sure if this is relevant but G439 follows the first 20 digits).
Fixed Land Line: #############
PIN: ######
Many thanks,
Since this correspondence Johnn Joseph (April 4, 2008) and Rookshana Velani (April 7, 2008) have asked for this same information Rookshana Velani even stated that the SIM I provided was not 20 digits in length. I suggest that you read the history that I have provided. As a SIM is registered to an individual on activation I believe you to have this information. I have taken far to much time already to clear this up.
What really upsets me is the manner in which this has been handled. I have yet to receive an email from the same individual. As a result I have been forced to answer the same questions over and over. When I first contacted Vodafone Customer Services via land line on March 23, 2008 money was taken from me to pay for the NUC code. After it was taken only then was I told that Vodafone did not have the available information on my phone (LG KG800) to unlock it. Should this not have been verified before quickly withdrawing the cash from my account? The representative said that they would contact LG and get the information. Turn around for this would be 3 business days. Now Rookshana Velani is telling me it could take 6 weeks. This is simply unacceptable.
Should I not have this information by end of business tomorrow I will be forced to email Vodafone Corporate, and post this story along with all emails as proof of the incompetence in which this has been handled to sites like The Consumerist (http://consumerist.com/) and Digg (http://www.digg.com).
Again, should there be any confusion whatsoever, I implore you to contact me via my land line number: +1 ###-###-####.
__________________________________________________
| from | Webform |
| reply-to | ccare.webmails@vf.vodafone.co.uk,
|
| to | dave
|
| date | Tue, Apr 8, 2008 at 7:49 PM |
| subject | Re: SubmitContactUsQuery [#5150772] |
Good evening Mr., Thanks for your email to Vodafone about the NUC (Network Unlock Code). I'll see if I can help.
Mr., I tried to register your account with the address provided by you. I regret to let you know that I'm unable to register the number as the post code provided by you is not a valid post code.
Please reply to this email with your correct address and I'll register your account and arrange for the NUC.
Mr., I'll look forward to your reply. Should you need any further assistance in the meantime, please feel free to contact me.
Kind regards,
Anindya Sengupta
Vodafone Customer Services
______________________________________________
| from | Dave |
| to | ccare.webmails@vf.vodafone.co.uk,
|
| cc | arun.sarin@vf.vodafone.co.uk,
|
| date | Tue, Apr 8, 2008 at 9:24 PM |
| subject | Re: SubmitContactUsQuery [#5150772] |
To: Anindya Sengupta - Customer Service Rep. Vodafone - UK
CC: Arun Sarin - CEO Vodafone - UK
Please forward this onto your manager as I will be forwarding this onto the CEO of Vodafone UK.
This is the sixth time I've been asked to register my phone via email when I *know* I cannot register this mobile. There is NO need for you to register my phone. I am a Canadian citizen living in Canada with CANADIAN CREDIT CARDS. THIS is why I could not register my phone while I was on travels throughout Europe. This is why I need to unlock this phone for use with other SIM cards.
HERE IS MY CORRECT ADDRESS:
[omitted]
Mobile Number: 077######## (Not turned on in Canada)
Phone: +1 ### #######
Date of Birth: ########
Last Top Up Amount: £20.00
Last Top Up Date: Mar. 23, 2008
SIM: ####################
PIN (of my choice): ####
I have personally received emails from the following individuals regarding this situation:
Nikhil Shirodkar
Ravindra Babar
Sohail Khan
Johnn Joseph
Rookshana Velani
Anindya Sengupta
PLEASE NOTE THAT I HAVE ALREADY PAID FOR THE UNLOCK CODE ON MARCH 23, 2008. I SHOULD NOT HAVE TO CONTINUE TO JUMP THROUGH THESE HOOPS. RESOLVE THIS NOW.
