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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]

Another thing I hate about mobile service providers is when they blame the customer.

I raised an issue with giffgaff that their instructions to me on accessing voicemail (use 111 or use your owbn number preceded by a 7) dont work.

Heres the response:

"It's a Nexus One issue, not really a giffgaff issue. We will be changing our 111 voicemail number though, but have no set date for it yet"

There were other even more negative comments int ehir response, but this suffices to make the point.

For the life of me I dont see how this is

1. Remotely helpful

2. Remotely accurate, given the nyumber of non-nexus one users out there who seem to be having the same giffgaff voicemail problem

3. An attitude that will ever fix the problem.

4. An attitude that will attract customers

On the back of thia response and not solving this problem the giffgaff team then revised the status of this fault to "solved".  Why ?   Maybe they have a definition of solved that means something entirely different to solved.

Its not solved.

Its this kind of customer service orientation that people really really hate about mobile service providers.  The question is why is giffgaff exhibiting it ....

Weary now ....

M

[#3]

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mikemackay wrote:

2. Remotely accurate, given the nyumber of non-nexus one users out there who seem to be having the same giffgaff voicemail problem

---

Who else is having this problem?  It is only Nexus One users I have seen that are having this "voicemail calls emergency services" issue.

Unfortunately, apart from changing their voicemail access number, which is hardly something they could be expected to do in such a short timeframe, there isn't much they can do as it is an intrinsic "feature" of the Nexus phone's OS (yet strangely not other Android handsets - at least not yet).  I have already responded in your thread on the forums about this issue and for now that's the best advice you are going to get I'm afraid.

As for "solved", that is basically giffgaff's way of saying they have responded to the query and unless you have any new information or questions then the ticket will be closed - if you aren't happy you can always reply to the agent with additional comments.  There is only so much giffgaff can (or be expected to) do when it comes to handset issues - they are essentially just providing the SIM and it's up to you to have a compatible handset, though they do try to be as helpful as they can (as do us fellow users).

[#4]

I hate it when you run out of free text before the next month, you top up but you wont recieve your free text till the month date :@!! (o2)

[#5]

Simon69:  noted. 

Got your other response in the nexus one thread and thanks for that  - if youre correct and i'll assume you are, then it seems that the phone is redirecting calls and its not the giffgaff vmail number that isnt working.  Thanks for that - pls note thats not information that giffgaff were able to provide, and had they provided it I wouldnt be on the community asking about it.  Giffgaff people: useful if you could have told me this.

It terms of use of the term "solved" and participating in this thread about what people hate:  its both factually incorrect to state something as being solved when it plainly isnt, and a real red rag to tell customers that their problem is solved when it plainly isnt.  Its also not necessary to state something is solved when it is isnt.  In fact such a statement serves no positive constructive purpose that I can think of.  Giffgaff could instead select to say something accurate like "not solved" or "no known solution" or "referred to other customers to see if they can fix it".  Any of these statuses (is that a word) are materially more accurate, useful and helpful that stating something that is clearly not the case.

It remeains something I hate about mobile (or any) service providers.  And unfortunately its something that this mobile service provider is exhibiting.   But, we're in beta, and its an easy thing to fix. 

[#6]

Agreed on the solved terminology.  I think perhaps it would be better if it was initially set to "Responded" and then changed to "Closed" after a while if the customer is happy with the response (or after a set time).