Distinct Lack of Consistency across Phone Content & Articles

jaymailsays

Who'd be a Phone Buying Customer?

Do you get 14 days or 21 days, to change your mind about a purchase?
Two differing accounts from two sources.
Example 1.
Returning your phone within 14 days for a refund?

If you've had the phone less than two weeks, returning it is as easy as following a few simple steps

How to return my phone https://support2.giffgaff.com/app/ask/Phones/Returning-my-phone/

Example 2
change my mind?

It’s easy to return your new phone if it’s not for you. You’ve got 21 days from when your phone arrives to change your mind.
https://www.giffgaff.com/help/articles/return-my-phone-if-i-change-my-mind

woodyuk

jaymailsays well I'm really surprised at this because we know from our exploits in the KB editors group just how up to speed and full of giffgaff knowledge the staff members writing the new help hub articles are don't we?

So much so that the primary function of the KB editors these days is to point out all the mistakes and omissions made by those staff members and get them corrected so this is another of what's become quite a long list.

harrrrrry

I vaguely remember discussing this at some time in the past.

If my memory is correct, it used to be 14 days (but was actually 14 working days) and was changed to 21 calendar days, possibly to make it easier to calculate when bank holidays intervene.

Either way, it ought to have been changed from 14 to 21 in all places.

Incidentally, at https://support2.giffgaff.com/app/ask/Phones/Returning-my-phone/ the first "How to return my phone" link is broken -- it ends up in the Help Hub

And ... I don't need to give you three guesses why it's broken.

Here's the link:

https://community.giffgaff.com/t5/Solve-your-questions/Returning-your-phone-amp-SIM-within-14-days-of-receipt-Change-of/ta-p/10441537#section2

And here's what the link should be:

https://community.giffgaff.com/t5/Solve-your-questions/Returning-your-phone-amp-SIM-within-21-days-of-receipt-Change-of/ta-p/10441537#section2

Spot the two-digit difference 🙂

jaymailsays

woodyuk
harrrrrry

All of us remember how we struggled for months to get the Terms & Conditions amended to reflect exactly how the KB Articles had been comprehensively updated, this was with enormous cooperation and help from @antonlg Yet 'Content' has always been slow to keep pace with the changes. The Content creators can easily cross reference with giffgaff T&C's which were legally signed off at:-
9.6. Any returns or refunds in respect of devices purchased from us are subject to our returns policyYou may return a device to us once for a full refund within 21 calendar days from the date of delivery and if your device has a fault when it arrives you can return it for replacement or a full refund within 30 days of receiving it.
https://www.giffgaff.com/terms#DeviceOrders

The Phone Marketing people should be insisting that Content Editors or Creators are keeping everything upto date and consistent across all areas.

antonlg

Hiya @jaymailsays @woodyuk @harrrrrry

Ask An Agent is a separate platform, and is actually a third party taking care of it. So these changes shall be flagged to them.

I've currently re-raised a few things plus this one with the Help team so they can escalate. If this doesn't get changes soon, I'll find a second route 🙂

antonlg

Just an update that the change went through. It's a small one to be made by tomorrow, at the same link:
'If you've had the phone less than ~~two~~ three weeks, returning it is as easy as following a few simple steps'.

Yay! 😃

jaymailsays

antonlg
Nice work Anton, thanks for expediting the intended changes.

Hopefully they can also audit other related Content, to update return timings, as their search tools will mostly be superior to ordinary members efforts.

antonlg

jaymailsays Hopefully they can also audit other related Content, to update return timings, as their search tools will mostly be superior to ordinary members efforts.

Do you mean other pages on the website mentioning 14 days instead of 21?

There is another thing amended on Ask An Agent, btw that gigabag mention you spotted a while ago.

jaymailsays

antonlg Do you mean other pages on the website mentioning 14 days instead of 21?

'Ask an agent' pages often throw up anomalies and can be slow to react to changes. Ideally there should be a joint approach when changes are proposed and then occur. The 21 days, after all, has been in place for several months and yet the platform seems unable to update nearly as quickly as the main platform.

woodyuk

jaymailsays

jaymailsays The 21 days, after all, has been in place for several months

For several months,how about for just short of 2 years? Here's the thread from Feb 2018 where I let other members know that it's been changed from 14 - 21 days because giffgaff failed to announce it:-

https://community.giffgaff.com/d/21496397-change-of-mind-returns-policy-now-21-days

giffgaff are really on the case when it comes to checking the content in the help hub articles and agent links when changes are made.

jaymailsays

woodyuk
Without repeating all the conversations from 2yrs ago, giffgaff's change of mind, return policy was always more generous than consumer law dictated, in relation to the sale of devices. Their 14 working or business days was more than the required 14 days, enshrined in consumer law.
To highlight the difference giffgaff opted to change the wordings to 21 calendar days, except in the Terms & Conditions.

For that to change, we had to wait until July last year (around 6 months ago)
Call me old fashioned but unless T&C s confirm the community rewordings then it can be very misleading for the buyers who relied on the description, when T&C s contradicted the updates for all that time