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Unlatching Code - Deliberate Delay?

Anonymous
Not applicable

Please see the email below, detailing the unlatching code request and the date it was submitted. After being told that despite this confirmation, the unlatching request was "lost" I have been told that it could take up to a further 7 working days. As you can see I'm out of contract and expected to have the code by now. After calling the support call centre to speak to someone directly, they told me there was nothing they could do. They couldn't escalate my case, because the unlatching team is a "back office" department and not contactable, puh! Quite unbelievable, and I had both the agent and the manager tell me that these problems have been ongoing for some time. Why hasn't this been addressed already for customers in my position who are out of contract?

 

 

I fail to see how this is anything other than a ploy to extract money from customer by delaying their migration off the o2 network.

 

I was very happy with o2 and have been a customer for many years (first through the carphone warehouse, and for the last 2 year contract, directly).

 

Hi Robert

An unlatching code request has been requested for IMEI 3553100xxxxxxxx

This has been requested from the manufacturer and will be sent as soon 
as we receive it this can take up to 10 working days .

Kind Regards
Back Office Support

Customers name
Robert XXXXXXXXX
Customers mobile number
07812XXXXXX
Customers alternative contact number
07812XXXXXX
Customers email address
robert@xxx.com
IMEI number
3553100xxxxxxxx
Handset manufacturer
Samsung
Handset model
Samsung Galaxy S2
Date of activation
22/05/2011

Todays date
12/05/2013

Message 1 of 27
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26 REPLIES 26

Anonymous
Not applicable

Requested unlatching by phone initially. I also did online form as 02 failed to action my request.

Message 21 of 27
1,034 Views

Anonymous
Not applicable

Have used both phones on 02 network.

Message 22 of 27
1,033 Views

Anonymous
Not applicable

Yes oth Iphones have been used on 02 network.

Message 23 of 27
1,033 Views

Anonymous
Not applicable

@Anonymous wrote:

Requested unlatching by phone initially. I also did online form as 02 failed to action my request.


And as have they been used on the O2 Network they should unlock them via the online form. 

Message 24 of 27
1,033 Views

Anonymous
Not applicable

Have contacted 02 by phone and chat (both a waste of time).

Message 25 of 27
1,032 Views

MI5
Level 94: Supreme
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Registered:
Persevere with calling CS on 202....
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

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Message 26 of 27
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Anonymous
Not applicable

Have no choice but to  keep on calling Customer Service to sorth this out.

 

 

Message 27 of 27
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