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Why does it take Two Weeks to get a purchased giffgaff Phone unlocked by giffgaff?

Started by: jaymailsays
On: 12/02/2019 | 14:01
Replies: 40
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by: jaymailsays
on: 12/02/2019 | 14:01 edited: 12/02/2019 | 14:02

Mistakes do happen!

 

When they do make a mistake, we should expect that giffgaff honour their commitment to only sell unlocked handsets to the public and that mistakes are rectified expeditiously.

 

Instead, giffgaff initially denied handsets are ever locked to O2 and delayed arranging the requested unlock for a staggering two weeks!

 

Apart from the legalities, isn't it reckless to ignore customers requests for so long a period and disrespect their consumer rights?

 

https://community.giffgaff.com/t5/Help-Support/Unlock-pre-owned-phone-from-giffgaff/td-p/22950874/pa...

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Message 1 of 41
by: isabel1066
on: 12/02/2019 | 14:15
happy days she got £20 refund and £20 credit so she had to wait 2 weeks maybe there was a problem getting the code. this you or I will never know.
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Message 2 of 41
by: jaymailsays
on: 12/02/2019 | 15:01

@isabel1066 I wondered which bit of "All our phones are unlocked" did our Agents not understand?

https://giffgaff.com/mobile-phones

 

When you advertise that "All our phones are unlocked" yet you are selling phones locked to O2, you are breaking the law!

 

Clearly the locked phone was not checked prior to dispatch or the inherent fault would have been picked up and the customer would not have suffered a two week delay.

 

Whether the code was available or not subsequently, is not the issue. The agent had initially denied the phone was locked, disrespecting the customers assertion that it was. This caused unnecessary delays and prevented the use of another network's sim.

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Message 3 of 41
by: isabel1066
on: 12/02/2019 | 15:07 edited: 12/02/2019 | 15:24

@jaymailsays the op with the phone has said she was leaving giffgaff now the phones unlocked so us debating about it now will serve no purpose.so somebody made a mistake with the unlock so what things happen its part of life. this link goes to new phones https://giffgaff.com/mobile-phones  the op bought a pre-owned second-hand phone.

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Message 4 of 41
by: jaymailsays
on: 12/02/2019 | 15:22

@isabel1066 The phone was meant to be unlocked at the point of sale, that is the commercial reality of a multi-million pound business, not a somebody and the phone was not as described, it was locked.

 

The OP had intended to port her number to giffgaff but not unnaturally had a change of mind, following the distinctly poor service.

 

It is the equivalent of selling a car without wheels in my opinion.

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Message 5 of 41
by: isabel1066
on: 12/02/2019 | 15:31
@jaymailsays she got the equivalent of £40 for her troubles thought she would have given you the best answer after all the help you gave her.
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Message 6 of 41
by: natty_noo
on: 12/02/2019 | 15:37
I think she only got the £20 refund, they swapped out the £20 credit because she couldn't use it as she's not on giffgaff.

That's how i read it. It was a swap.
Message 7 of 41
by: isabel1066
on: 12/02/2019 | 15:46
@natty_noo i can see £20 refund and £20 credit nowhere does it say she swapped the credit for a £20 refund.
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Message 8 of 41
by: natty_noo
on: 12/02/2019 | 15:55
@isabel1066

In her last but one post she said that she told the agent that £20 airtime credit is of no use to her. Her last post confirms they've given her a £20 refund instead because of the " extenuating circumstances".

@valer82561

Can you confirm that you received the £20 refund instead of the airtime credit, or did you receive the £20 credit plus a £20 refund?
Message 9 of 41