My complaint:
The phone is a Samsung S10, which I bought from Vodafone. It had to be repaired, and when it came back from I mistakenly tried putting in the SIM code when it was actually requesting another code, and after several attempts it locked me out. The only way to use it is if I get the MCK code.
I have rung Vodafone many times, asking for the MCK code, and every time I am
a) sent the NUC
b) told that Vodafone won’t provide it
c) told to contact Samsung.
I have contacted Samsung twice, and each time they say that Vodafone has to contact them to request the code, which they will provide to Vodafone, who will send it to me.
Several very nice customer care people have tried to get me the MCK code, but EVERY TIME what I receive is the NUC code. The young lady I spoke to yesterday even wrote a note on the request, saying it is NOT the NUC code that I’m requesting, and today I received an email saying You recently asked us to unlock your device (IMEI 357285102306905), so you can use it on another network. NO, NO, NO, I DIDN’T! I ASKED FOR THE MCK CODE! How do I get this across?
I have spent literally hours on the phone in the past few weeks, making this request again and again.
One customer care lady told me that I had to go to Samsung, and I told her that I had, and what they had said. She actually asked me, You’ve been with us for some time. Whom do you believe, us or Samsung? It’s not a personal matter! I JUST WANT THE MCK CODE!
If this complaint doesn’t resolve the matter I will escalate it.
I now have a French SIM card (I live in France) and as I can’t use the Samsung I have to swap the UK and French SIMs between my working and my locked phone as necessary. Yesterday the almost inevitable happened and I lost the UK SIM. I’ve ordered another, but meanwhile friends can’t contact me unless they pay to ring a French mobile. And I am losing a week of the big value bundle that finishes on the 21st. This is a direct consequence of the lack of an MCK number. I have never taken out the SIM except when putting it into a new phone every two years.
PLEASE RESOLVE THIS.
Suggested solution:
!. Contact Samsung to request the MCK code for my phone (IMEI is above).
2. Send the MCK code to me.
