Mistakes do happen!
When they do make a mistake, we should expect that giffgaff honour their commitment to only sell unlocked handsets to the public and that mistakes are rectified expeditiously.
Instead, giffgaff initially denied handsets are ever locked to O2 and delayed arranging the requested unlock for a staggering two weeks!
Apart from the legalities, isn't it reckless to ignore customers requests for so long a period and disrespect their consumer rights?
@isabel1066 I wondered which bit of "All our phones are unlocked" did our Agents not understand?
When you advertise that "All our phones are unlocked" yet you are selling phones locked to O2, you are breaking the law!
Clearly the locked phone was not checked prior to dispatch or the inherent fault would have been picked up and the customer would not have suffered a two week delay.
Whether the code was available or not subsequently, is not the issue. The agent had initially denied the phone was locked, disrespecting the customers assertion that it was. This caused unnecessary delays and prevented the use of another network's sim.
@jaymailsays the op with the phone has said she was leaving giffgaff now the phones unlocked so us debating about it now will serve no purpose.so somebody made a mistake with the unlock so what things happen its part of life. this link goes to new phones https://giffgaff.com/mobile-phones the op bought a pre-owned second-hand phone.
@isabel1066 The phone was meant to be unlocked at the point of sale, that is the commercial reality of a multi-million pound business, not a somebody and the phone was not as described, it was locked.
The OP had intended to port her number to giffgaff but not unnaturally had a change of mind, following the distinctly poor service.
It is the equivalent of selling a car without wheels in my opinion.