Replying to agent messages is still directing to a 404 not found error page.
We are told giffgaff are fixing this but until they have fixed this I have a idea to clarify this to customers who dont know about the issue and should be very simple to implement.
Have giffgaff customise the 404 error page to a simple, thanks for your reply well get back to you... message
Customising the error pages is very simple to do and can be done in seconds by someone who has root access to the servers.
Kudos the idea if you agree and giffgaff may look at it.
Found this happened again today and another user had confirmed that they kept posting the same response on a ticket (12 times) so a simple stop-gap like @oslingsby suggests could be good until/if it's fixed or may even a little nudge to speed up the resolution of the problem.
Simple change which could be done I think.
Hi @solid247, a quick search as you recommended reealed over 400 results of complaints regarding this.
As the idea has received the minimum 10 kudos ill ask Hazel to look at this on their next meeting to get this implemented asap to avoid losing more customers having "problems" contacting CS.
If just 1% of the 400 customers who reported this left giffgaff because they thought they were unable to contact customer services.
400 / 100 = 40
40 Customers Left
40 * (£10 x 12 months) = £4,800 lost due to this glitch.
Hi solid247, as I understand it giffgaff have been attempting to fix this error for some months already and are no closer to this.
My idea is a very quick temporary fix to this problem while a proper solution can be found as usual, just like yesterday when they were using the backup servers while they fix the main.