After endless phone calls with broken promises, failed call-backs and blatant lies ended up sending an email to the Chief Exec, Head of Consumer Services and anyone else I could track down listing their customer support failings as copied below.
1. It is actually 20 working days not 20 days to receive an unlock code.
2. It is actually 25 working days to receive an unlock code.
3. It is actually a month to receive an unlock code.
4. My request has been escalated FIVE times - this seems to be a favourite way to fob me off.
5. Have been passed on to THREE managers who have promised to take personal responsibility with the code being guaranteed in 24/48/72hrs with a call back if the code would not be forthcoming in that timeframe. In each instance the code has not been received and no phone call received.
6. Nokia is not co-operating.
7. The unlocking team is being re-organised and being brought in-house hence the delay.
8. The unlocking team is not part of EE so cannot be contacted by phone with the only communication being email meaning a wait is required to receive confirmation. A call back is always promised but never materialises.
THEN.... a week later having formally closed my Orange/EE account and cancelled unlock request....
An apology
and promise of compensation of ?50 :amaze:
OK, better than nothing and makes me feel a little less angry. Money can be used to get the phone unlocked elsewhere.
THEN... this morning get an email with an UNLOCK CODE !!!!!!!
Its a Christmas miracle ! Ended up not having to pay to unlock and with a ?50 golden goodbye !