I needed daily Tweets to @VodafoneUK and #Followevryday reminders followed by emails to get the handset unlocked. No way Vodafone would help me to delete their software that took the memory space needed for software updates. The agent who called me had no idea of how to help, proud of having Samsung phones himself and say he had never touched a BlackBerry !!
Me back to @BlackBerryHelp and to make it short, no more games etc… but software updated.
In the GiffGaff side, many emails sending to different forum threads try this and try that…
The conclusion is clearly here: ‘Why doesn’t giffgaff support Blackberries. Probably for reasons of cost versus potential customer numbers, giffgaff have not implemented their own Blackberry internet Services (BIS) Server.’ More on BB and GiffGaff Wish they had said that since the begining and spared all the time !
I am not someone who give up easily. I could not accept to have paid 20 months with hardly any use of the handset, waiting to come out of contract to unlock and go to another provider, to be finally told I should throw away the gadget, go and go another one, get stock for another 24 months.\
Am I too stubborn? could be. I had lost too much time to give up at that point. Just if everyone complained these telecom companies would not take advantage of their customers as much. I could understand the Storm is the mistake, that Vodafone mistakenly could not make the direct debit work, could not send me the right memory card after 3 trial, sent me to purchase a handset that didn’t exist…..
They could have 1- apologise ; 2- compensate by trying to help out a customer that has done nothing else wrong than contracting with them and fighting to pay !
What I was asking for was feasible. The proof, as soon as I inserted the T-mobile free Pay as You Go SIM card, everything was adjusted and I am benefiting from free internet and email for six months ! the following six months are advertised to cost £20. Lets hope this thread find its solution. Cost of the operation? £10 TOPUP.
My New Year advice: do complain, think twice before getting trapped with a 18-24 months contract. Smartphones are sophisticated electronic gadgets, full of electronics and a damage to environment if they were told to be thrown out after 18 months.
* * * * *
I have been encountering a series of issues the last two years with my BlackBerry Storm provided under an 18 months contract by Vodafone UK. This has started from a delivery that took three days, the direct debit settlement that took few months and resulted by disconnection and many other technical issues. Pages of Vodafone discussion forum can testify I am NOT the only victim of the Black Berry Storm 1.
Now after this highly painful 18 months period and hardly any use of the handset, it was with great joy that I was expecting the end of contract and unlocking the handset.
EH non !!! the pain is ongoing !
First, I was told the BBStorm was ‘unlockable’ !! Called again and actually, yes, it was unlockable, I was given the instructions over the phone. I also asked to get them by email.
You might have guessed, the phone did not unlock !! I emailed back again, I Tweeted @VodafoneUK, charming people that I so can’t blame dealing with daily customer abuses.
Well, look by yourself, the result of deep ‘investigations’ sounds more like a joke. All points describe are EXACTLY identical between the 16th September 2010 and 23rd November 2010 emails.
I could have better laughed if I didn’t need my mobile phone. The Nokia 6300 that I had purchased a year ago from Vodafone (100£ at Vodafone store while 60£ at Tesco) to replace the faulty handset while being replaced, would not give me data packet over GiffGaff my new service provider (MUCH MUCH cheaper solution and NO CONTRACT)
23rd November 2010 16th September 2010
Vodafone email after investigation:
Thanks for your patience while this was investigated.
It would appear that the procedure you’ve been given is slightly different to what it should be for your model.
Please try the below: Further to your telephone conversations with the Vodafone Helpline regarding the unlocking of your Blackberry Storm (9500) handset with the IMEI of xxxxxxx I set out below the procedure and the unlocking code:-
1.Turn off the radio on the handheld.Failure to do this could result in the handheld becoming unusable.
2.From the home screen, go to Options > Advanced Options > SIM card.
3.Type ‘mepd’ You should see personalisation options.
4.Type ‘mep’ press and hold the ALT key and press ‘2’.
5.You are now prompted for the unlock code.
6.Type in the unlock code and press Return.
7.Restart the Blackberry handheld by removing and replacing the battery.
What were the 16th September instruction? FIND THE MISTAKE :
“Further to your telephone conversations with the Vodafone Helpline regarding the unlocking of your Blackberry Storm (9500) handset with the IMEI of xxxxx I set out below the procedure and the unlocking code:-
1. Turn off the radio on the handheld.Failure to do this could result in the handheld becoming unusable.
2. From the home screen, go to Options > Advanced Options > SIM card.
3. Type ‘mepd’ You should see personalisation options.
4. Type ‘mep’ press and hold ‘2’.
5. You are now prompted for the unlock code.
6. Type in the unlock code and press Return.
7. Restart the Blackberry handheld by removing and replacing the battery.
Here is copy of the chat I had today with Vodafone:
“Welcome to Vodafone! You are about to be connected to a online customer service representative for Vodafone UK. Your approximate wait time is 0 minute(s) and 6 seconds. We thank you for your patience and look forward to chatting with you.
You are now connected with Sagar.
Sagar: Hello, you’re chatting with Sagar, one of Vodafone’s online customer service specialists. May I take your name please?
You: Hello Sagar, I have purchased and been on contract with Vodafone for 18months+ on BB Storm
Sagar: May I know your name?
You: Txxx xxxx
Sagar: Hi Tara..
Sagar: How are you?
You: I have a long history of issues and battles with Vodafone since I had this handset
You: I am tired
Sagar: I am sorry to learn that..
Sagar: How may I help you?
You: well if you could resolve my issue and UNLOCK this phone, I would be much happier
Sagar: So you want to unlock this phone?
You: I have published the last Vodafone joke here, hope you can access it https://clarinettesblog.wordpress.com/vodafone-on-unlocking-my-blackberry-storm/
Sagar: May I know your mobile number?
You: which number?
Sagar: Your mobile number?
You: I am not Vodafone client anymore. I have canceled the contract. Why do you need my name and now phone number?
Sagar: You wan the unlock code for this I need to access your account and tae some security checks..
You: no, I have already the unlock code
You: obviously you didn’t look at the link I sent you
Sagar: So what is the issue..
You: TWICE I was sent exactly same instructions to unlock. I only get ERROR at the end of the process
Sagar: I am unable to open this link..
You: please look at the link I provided
You: OK, I try to copy the content
You: 23rd November 2010 16th September 2010 Vodafone email after investigation: “Hi Tara Thanks for your patience while this was investigated. It would appear that the procedure you’ve been given is slightly different to what it should be for your model. Please try the below: Further to your telephone conversations with the Vodafone Helpline regarding the unlocking of your Blackberry Storm (9500) handset with the IMEI of xxxxxxx I set out below the procedure and the unlocking code:- 1.Turn off the radio on the (I reproduced the whole text)….”
You: the instructions on 16th September are EXACTLY IDENTICAL
Sagar: So your phone is not unlocked yet..
You: Am I the only person unable to unblock a BB Storm with these given instructions?
Sagar: In this case I request you to visit to the nearest Vodafone store..
You: excellent, this is what the last email suggested
You: I have been to Vodafone stores at many occasions for other issues I had with BB Storm during the last 20 months or so
You: they usually won’t do anything and it’s just me wasting time
Sagar: As this requires the manual checking for this I requested you to visit the store..
You: As I am determined and a very stubborn person, I will go to a store. My suggestion was you contacted the store to let me now if they were ready to do anything
You: Vodafone xxxxx or xxx
Sagar: I am sure they will surely help you on this..
Sagar: Do not worry..
You: Maybe I am worried because I had been sent to Vodafone previously as I mentioned
You: I am keeping all this conversation, to be published and annexed to my Ofcom complaint
You: I insiste again that you contact a store before wasting my time.
Sagar: I request you to visit the store they will help you..
You: you are requesting me to visit ANY store and would UNLOCK my handset?
Sagar: You can visit the Vodafone store..
Sagar: Or you can contact to our technical team..
Sagar: Do you want me to help you with the number..”
In parallel, on Twitter, @PedroStephano said: “@clarinette02 I read your blog. My heart goes out. Vodafone improperly sent me a red letter for £245 after stopping contract properly 1/2 – 2/2 I got such rubbish CS from them over 18m that me, my company and my family will never use them again😐 can you not ask for a replacement under the Sale Of Goods Act?”
The suggestion transmitted to @VodafoneUK, they tweeted: “@clarinette02 Our team will take a look at this for you ^AW”…”There shouldn’t be any reason for you to go out in the snow ^AW”
@PedroStephano is another victim customer, as few others that RTed my incident “@clarinette02 complain? nearly popped an aneurysm during my phone call 2 them… Got nowhere…went O2”.
I am hoping my incident would serve for all us fooled by Telecom companies. If you feel same, please let everyone know about your experience and help support our cases. I know it’s not fun reading personal complaints on Twitter but if this is the only way, lets do it.
@VodafoneUK said: “@clarinette02 Our team will take a look at this for you”
Impatiently waiting for VodafoneUK to keep its promise. You know, a mobile phone can be handy for an internet lawyer ! Haven’t used it much for the last 20+months I had the BBStorm!
Vodafone and BlackBerry Storm #FAIL