The problems I am experiencing with T-Mobile/EE incompetence. Call 1 скачать в хорошем качестве

The problems I am experiencing with T-Mobile/EE incompetence. Call 1

Sorry for the recording quality.... I also have a cold, that's why I sound like someone is holding my nose. I've been trying to have my T-Moibile/EE phone unlocked since September 10, 2013. I've contacting EE on phone, in writing, on Twitter - no resolution. Please read this description. I got my phone Galaxy S3 with T-Mobile in November 2012. It was unlocked - can use it on any network. From the start was not working properly - it would not acquire connection and required me to restart it several times per day. After speaking to T-Mobile/EE, they agreed to send me a replacement phone, which I received in August 2013. I soon realized that the replacement phone was locked to T-Mobile/EE. On Sep 10th, I spoke to them to get it unlocked. After I received a message from them stating that the unlock is not possible on the IMEI on my account, I realized, that they forgot to add the IMEI number to my account and still thought that I have my old phone. Since then, its been many phone calls, escalations, complains and runaround. I've been told at least 4 different stories about how its supposed to be asked to unlock, I was told to prove that T-Mobile sent me the phone that I have, I was told that unlocking is done by Samsung and that I should go talk to them.... I was also told on many occasions that I should go to the independent shop and get it unlocked outside of EE/T-Mobile (which invalidates every warranty and support). I've written complains, escalated to managers, Ofcom, etc. Nothing. In November, I received an unlocking code, which did not work. It didn't even have correct instructions. It was from EMT.Escalation team. On Jan 7th and 8th, 2014 I receive 2 more emails with the same instructions on how to unlock my phone which did not work. On Jan 9th 2014, I received a text stating that the IMEI number on the unlock request is not correct and does not appear on my account. After all this, I have not received any confirmation that: 1. They are sorry for this 2. IMEI number is actually added on my account (and not in special notes) 3. What is the correct procedure to get unlocking code. 4. There was no acknowledgement of my written complaints to their head office. 5. There was no acknowledgement of my oral complaints through escalation procedures. In the phone call posted here, I am getting the same run-around as before - there is nothing more we can do other than request it again. This is after 4 months of the same story. I will update on how it goes as soon as there is an update.