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Improve handling of official complaints

Status: Not For Us
by marvel andy0 marvel ‎13-03-2012 12:30 - edited ‎13-03-2012 12:32

giffgaff has a defined complaints procedure. 

 

Either contact an agent or contact the email address given, and there will be a response within five days. 

 

That sounds simple enough, but let's consider what is not also said.

 

I would venture to suggest that people using this will tend to assume or at least hope that if they receive a message and reply to it, then even if it has taken 5 days for the first response, subsequent responses should be faster. 

 

Also, if the complaint says please review an agent case and gives a reference, the person making the complaint is entitled to hope that the handler will do so.

 

Thus, a handler response saying please give a phone number and a convenient time to call might be a bit insensitive when part of the problem is the SIM is not working.

 

If each subsequent complaint handler response is to take a week or more, then if 3 exchanges of messages are needed, that would come to almost a month. If the handler wants to start an argument based on the person not giving a phone number, is that reasonable? How many people whose mobile service is not working would be willing to sit by a landline for a week on the off chance of receiving a call from someone who seems to take typically a week to respond? Alternatively, would the complainant give a number where if they happened not to be in then a message could be left, and if so what would the message from giffgaff be, we called but you weren't there, so these delays are your fault?

 

I suggest that isn't good enough, and giffgaff needs to review and improve the way it deals with things like this. 

Status: Not For Us
Due to the complexity of the complaints procedure, we do not feel we should implement this in this form. Although we are of course always looking to improve our processes.
Comments
by marvel andy0 marvel ‎13-03-2012 15:08 - edited ‎13-03-2012 15:10

Of course it would be entirely reasonable if one response said I need to contact a couple of people internally about this, which may take 3 or 4 days, so I hope to respond to you again with more details soon, but I'll get back to you anyway within a week.

 

That is the point of a response time being defined as five days, to deliver some substance. 

 

That five days should not be an excuse to say ok we really meant a working week, and so we don't need to even read the other party's message for nearly a week, and then ask for more details.

by khan93 ‎14-03-2012 15:47 - edited ‎14-03-2012 15:50

giffgaff needs to set up an official contact number for users to contact them on i.e. about any complaints. recently i had problems with my bbm, however i had to wait 24hours for an response to this problem and sometime the email reply just tells you what you already know.

whereas an contact number is an much faster way to put in complaints or deal with any issues you may have.

nearly every other network has an contact number, so why hasn't giffgaff???.

Hit the yellow button if you agree with me that giff gaff need a contact number for any complaints or problems. :smileyhappy:

by mgb2 on ‎14-03-2012 16:29

khan93 ... the whole idea of a contact phone number is diametrically opposed to giffgaffs online only business. I'm certain you will have done your research and that you knew this before you joined?

by khan93 ‎14-03-2012 19:25 - edited ‎14-03-2012 19:30

mgb2.... Yes i know, but sometimes change is good. Im not sayin to move away from online giffgaff, but having an phone number just incase you need it to solve a problem immediately instead of waiting 24 hours would be an good addition. Online services would still be in place but a phone number added to this would allow members to express any compalints or problems verbally which will speed up replies for customers as verbally communicating. For example giff gaff is run by o2. o2 have alot of online support such as agents online just like giffgaff, but they also have an phone number just incase you need it to solve any problems immediately.

 

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