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Recent Problems with giffgaff’s service.

handy giff-staffer

Over the last couple of weeks many of our members’ experience of giffgaff has been a long way below the standards they deserve. Our website has sometimes been slow with things like topping up and activation whilst in the background some of our processes such as applying queued goodybags haven’t completed successfully.

 

There has been a knock on impact on our member services team – they have seen a big increase in queries related to the above problems and as a result have taken longer than we’d like to work through all the replies.

 

So the purpose of this blog is to explain what's happened and what we're doing to put things right.

 

The root cause of these problems is the rapid growth in members joining giffgaff and whilst this is good news from the businesses point of view I am painfully aware that as an affected member this is of little comfort.

 

And I never want giffgaff to be a business that prioritises new customers over and above existing ones.

 

So what are we doing to rectify the situation?

 

  • First of all we have stopped all of our direct response marketing – that’s the online ads and google search ads that drive new customers to our website. It means that we’ll connect fewer new customers but capacity for existing members should be increased so it will be easier to top up and view account details. We won’t re-start the marketing activity until we’re confident our service has improved.
  • We have scheduled upgrades to a number of components of our system which will speed it up – the most impactful one of these is due to be in place in 2 weeks time.
  • We have increased the number of agents in our contact centre by 20% - and we’ll keep these in place to cover for future growth.
  • We have instigated a daily operational review process with our suppliers and work with them every day on numerous small improvements and also use it to ensure that any faults or process failures are quickly rectified.
  • We will have a full blown operational review 1 week before we are due to launch Blackberry to ensure that we have a stable technical environment for it to launch into. If we haven’t we will delay the Blackberry launch until we do have stability.

I hope you appreciate from our actions that we are taking the current difficulties very seriously indeed and are doing everything in our power to put them right.

 

I will give another update in two weeks  time on our progress. All that is left for me to do is to say sorry to anyone who has been affected and ask for their patience whilst we fix things.

300 Comments
newcomer
I don't mind gremlins and bugs ! But I do mind very bad customer service And for this reason my family and myself have requested PAC codes. We're leaving GG. viva la Vodafone ... Bye
novice

Bought an unlocked Iphone on Wednesday, ordered my SIM at the same time which arrived on Friday. Followed the instructions and took my time. Now up an running. Only slight glitch is problem with giffgaff app, however that as I understand is not an official giffgaf product. So far so good. I think I have managed to recruit the guy who sold me the Iphone from the Apple store.

For me it is quite simple, spend ages wasting your time listening to Vivaldi's four seasons whilst being told that your call is important, or spend the same or less time to get the answer and learn something along the way.

mentor

Kudos to philcas for a possible recruit at the Apple store! Pop back and hand him one of your SIMs! Smiley Happy

former giff-staffer
Good morning, For those of you looking for the gaffer's update, it is here: http://community.giffgaff.com/t5/Service-Updates-Notice-board/Blackberry-Launch-Update/td-p/2321773 If you have an issue then please do use the Help forum as a first port of call as suggested by some community members. Kind regards, --craig
beginner
Well 3 days I've been trying to top up using the same card I always have used and has money in there, i have no credit and on holiday and need to text! Thank god I brought works phone with me or I would have nothing! The service is a joke and will be requesting a PUK code when I get back and go with a normal provider!! Goodbye giffgaff
former giff-staffer

Hello everyone,

 

If you are having issues at the moment, post your query in the 'Help' section of the forum, so that you can receive more advice and the educator team can pick up any long-standing issues that the agents have not yet responded to.

 

Cheers

newcomer

all seems good but last week my phone stopped working...no texts and no calls or internet only a few days after i topped up!!! i have emailed the giffgaff agent who has yet to give me an adequate response as to why this has happened, and still i cant use my phone!!! pee'd off isnt't the word! cant i just speak to a real person who can tell me whats happened and put back the tenner that i put on only last week?....where are my free minuted and unlimited texts??? ..........one angry customer!!!

You're kidding right? 2 WEEKS.

 

Man Mad

I cant top up my phone or call out for another 2 weeks. Your notice was posted on 15th November 2011, today its the 5th December 2011 and I still cant top up. It's been longer than 2 weeks! First I had problems getting activated, then issues with getting settings for my phone (which you were incapable of doing, I had to waste hours on the internet trying to find out if anyone had manual entry settings!), and now I cant top up. I have 3 kids and an invalid mother and need to be able to make calls, Giffgaff have rendered it pointless in having a mobile. Get your act together, making massive profit margins by having no customer service staff is not worth the couple of quid difference.

newcomer

I'm still having problems with this and am finding the agents all very unuseful! 

Lack of service for about a week now, and I have to have access to a phone 24 hours a day for my work. 

 

novice

so issues of network data outages in cambridge.

hopefull will be okay by the evening.

data not working for a few hours in the day