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[#1]

A few weeks ago we posted the question to our community to see where we could improve or find any pitfalls we should avoid. And of course to just have a right old rant about some of the experiences we’ve all been having

It was very interesting for us to see some of the comments that came back, because a lot of it was exactly why we set up giffgaff. Beneath are a few examples of what the community hated the most.

Trick202: I hate the fact that they (mobile networks) love shouting about the latest handset they can flog you - but don't bother to support it, or support their customer services people by training them on it.

The lack of technical and specific knowledge of phones was something came up more than once. As t3chy said:

t3chy: screw call centres too, I know more about phones than them.

Obviously as giffgaff we don’t actually sell any phones with our SIM cards, but I guess we do have to support the legacy left by other networks, because people still use the phones they got with their original contracts. But when people buy phones straight off the shelf does the support lie with the network or with manufacturer? A good example of that failing recently is the Nexus One. So, although we don’t actually sell phones, we still try to support all formats by rewarding our excellent community for the many great answers they provide, as well as having our own support database. To me, giffgaff is a shining example of how things should work and how a community can come together to help each other.

A lot of people highlighted the huge number of different call-packages on offer. So much so, it’s simply impossible to keep track of what is the best deal, even at the same provider!

Jpc: Tricksey packages that make your head spin trying to remember all the catches. Top up by so much, get such and such free. Great when it works. Orange, you stink.

t3chy on Orange: Even on pay-n-go, you add a tenner for free texts, but there is a clause that means if you actually send one of those free texts, they kill your cat.

The general consensus is that although packages are not necessarily bad, the sheer amount of different packages on offer is mind boggling and very confusing. This is something we wholeheartedly agree with here at giffgaff. And that’s why we launched with a very simple tariff structure. But at the same time we’ve had many calls for action from the community to provide bundles, or packages; however you want to call them. So I guess the challenge for us is to provide something as simple as our tariff structure and apply that to packages. And I’m pleased to say, this is something we are currently working on.

Customer support is another thing which, unsurprisingly, was commented on a lot, how calls are handled, the waiting queues, etc.

Jameswilson: Call centres, great respect to all those working there, but I just don't want to have to call you, neither do I want you to call me.  A smoothly operated Network should be able and want to run on minimal contact with its customers.  Call centres should only be for major issues and as such should be staffed by knowledgeable experts, rather than poorly trained but well meaning people from overseas.

Ethani99: The most annoying thing is the 30 minute phone calls to 0870 numbers which you end up being transferred to 5 different departments only to go back to the first department and be told that they are right and you are wrong, God I hate that happening!

Thankfully we’ve kept the structure at giffgaff rather simple. If we look at our statistics, we can see that 99% of all issues that our members have raised have been answered by the community. There were of course a few which didn’t, but they were escalated and quickly solved for the most part. No phone calls have to be made, unless it is one of us calling you to sort something out. So no waiting around in long phone queues, tapping in this or that number, and no 15 different departments to get involved. Sorted!

Bigfatbball2: in general companies who don't give a **bleep** because they know they f****ed you over via the T&Cs and they are making bucket loads of cash for there share holders forgetting to ever give a **bleep** about there customers'.

I’d like to just say here that we do give a *bleep* about our members But let’s be honest, I think all companies say that in their marketing spiel. Hopefully the amount of changes we’ve already applied after receiving feedback from the community speaks well for us. Of course, if there is anything else we can do, please let us know on the forums, and you can be damn sure you’ll get a response.

Terrasofta: Rip-off basic tariffs (on-net, geo, cross-net, sms) -- giff making a good start, but could go even lower

At the moment I’m not sure we should go even lower. Aside from what we feel are fantastic basic prices and free on net calls/data, you get the added benefit of being rewarded for your contribution. This is something no other mobile network does. And it gives you the option to not only make great savings, but to actually make cold hard cash. So when you combine those two elements we think we are offering the best value. And if you like bundles, I’m sure you’ll be pleased with what is coming in the near future.

I think overall we’re heading in the right direction with giffgaff, but without the continuous feedback and support from our community we wouldn’t be in the fantastic place we are now. So with that I would like to thank you all for the great contributions and effort you’ve all put into giffgaff and long may it continue!

Many thanks,

Vincent

Ps. should you want to continue our discussion on ‘What you really hate about mobile networks’, you can do so here.

[#2]

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vincent wrote:

At the moment I’m not sure we should go even lower. Aside from what we feel are fantastic basic prices and free on net calls/data, you get the added benefit of being rewarded for your contribution. This is something no other mobile network does. And it gives you the option to not only make great savings, but to actually make cold hard cash. So when you combine those two elements we think we are offering the best value. And if you like bundles, I’m sure you’ll be pleased with what is coming in the near future.

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I have to agree with this point. I know the temptation among most people (myself included) will be to simply compare the charges like-for-like with other networks, in which case it might just be possible to find some rates or packages that are slightly cheaper elsewhere. But those who take a bit of time to get involved with the giffgaff way of things (even to a moderate level) will find they have not only a highly competitive tariff but also that it's reasonably feasible to earn back at least the amount they spend on using your phone. So in that respect it could be seen as the best value there is, which is something that ought to be emphasized more by those promoting it.

[#3]

in which case it might just be possible to find some rates or packages that are slightly cheaper elsewhere. But those who take a bit of time to get involved with the giffgaff way of things....

???  Way I understood it, if giffgaff is working, it ought to be able to offer the cheapest basic prices.  If it's not doing this, then it's miking it's customers, or not being run efficiently.

iMO ideally giffgaff would set prices so as to acheive a fair return, with profits over and above this being returned to customers in form of dividend, cheaper rates etc. (a bit like electricity retailing model in some countries).  Customers / community then have reason to want to reduce cost, increase volume etc. That's something a conventional business model can't beat.  If another provider can offer better prices (other than in a predatory attack), then it has a better business model, or gg is 'profiteering' of a sort - in which case giffgaff is unlikely to survive.

The logic of notion off the rewards offsetting cost doesn't stack up.  Only so many people can and will be involved and get payback - except during the growth phase.  After that, a tiny proportion will have costs offset in that way.  For the rest, if another provider offers better value for money, then it's a no brainer.  Bye bye giffgaff.  Bubble bursts. 

[#4]

Instead of what we "Hate" about mobile network, we should look at the "love" part. What do we love about  mobile network? Well we love to hate... 

But what I just said, is complete blabber... therefore I will continue to restore some dignity.

Let's take giffgaff as a network to be proud about. Something you can truly recommend you friends, not just for the benefits, but also for its genuine great support. Lets love the fact that this network is more than just a business, its a family, one which most of us are trying our best to improve and help each other. It's not all good, but hey, atleast we don't boast about promises we can't keep. Who knows what future brings, maybe there will be a cheaper network popping up, but GiffGaff would do its best to match.

GiffGaff is here is to stay, the numbers of people who are already satisfied with the network is its testament

[#5]

dangaff wrote:
???  Way I understood it, if giffgaff is working, it ought to be able to offer the cheapest basic prices.  If it's not doing this, then it's miking it's customers, or not being run efficiently.

If you think about it then giffgaff isn't far off from being the cheapest anyway, especially for UK and Europe rates. Why quibble about being able to make a landline call for 3p less when just one referral bonus gives you enough payback for 25 minutes free? There isn't any cheaper standard rate for cross-network calls either. I reckon once the text bundles are introduced giffgaff will have it sorted in terms of all-round value.

[#6]

What do I most dislike about mobile network services ?

First day blues.  Getting started with a new service is always full of hours of frustration.

Im sorry to say, my first day with giffgaff has been ............ full of hours of frustration.

Still not operational after 24 hours. 

Sorry to say.