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No call center number? what is average waiting time for agents response

Started by: niel377
On: 15/03/2019 | 15:31
Replies: 19
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by: gwpreston
on: 15/03/2019 | 17:37
@niel377
Hi mate it can take up to 24 hours for a reply I'm afraid 👍
Message 11 of 20
by: niel377
on: 15/03/2019 | 17:53

Thank you sloz i appreciate your input

 

(There is no immediate solution as you don't have enough credit to buy the goodybag you want,
You've been advised to contact an agent, who will refund your lost credit
(they usually add 30 to 50p) )

 

There is no solution if you cant get online to get to an agent.

 

Risk assesment is meant to identify and have a fix for situations like this

what happens when customers money gets deducted imediately after purchase

and they have no other means of getting online?

an emergency 

 

This is the part that makes no sense

in situations like this even a expensive call center with reverse charge

that pays for its self at the expense of customers dealing with emergencies 

would be better than nothing but wait.

 

And if you are lucky to have other means to connect to giffgaff you will just have to wait

for support ticket because inexpensive things like live chat was not added to tools 

to help customers

 

very disappointing and unreliable for my situation

still waiting Smiley Sad

 

Message 12 of 20
by: sloz
on: 15/03/2019 | 18:09 edited: 15/03/2019 | 18:10

@niel377wrote.
..... "There is no solution if you cant get online to get to an agent"....

Is that a general observation
Or are you unable to get online?
Or is your concern that you'd use more credit in contacting an agent? 

Get a free giffgaff Sim
Message 13 of 20
by: niel377
on: 15/03/2019 | 18:20

All of the above

i did make it clear

you can call it observation i see it more as an actual  reality 

 

(Risk assesment is meant to identify and have a fix for situations like this

what happens when customers money gets deducted imediately after purchase

and they have no other means of getting online?

an emergency)

Message 14 of 20
by: tazzy19
on: 15/03/2019 | 18:28

@niel377wrote:

All of the above

i did make it clear

you can call it observation i see it more as an actual  reality 

 

(Risk assesment is meant to identify and have a fix for situations like this

what happens when customers money gets deducted imediately after purchase

and they have no other means of getting online?

an emergency)

The customer can still visit the giffgaff.com account pages even if they have no airtime credit or goodybag with data

Message 15 of 20
by: sloz
on: 15/03/2019 | 18:30

@niel377wrote:

All of the above

i did make it clear

you can call it observation i see it more as an actual  reality 

 

(Risk assesment is meant to identify and have a fix for situations like this

what happens when customers money gets deducted imediately after purchase

and they have no other means of getting online?

an emergency)

 

@niel377

Its still possible to access all giffgaff pages (and Http://paypal.com)

To top up and buy a goodybag with no data or credit,

 

All your observations are valid and its been raised numerous times,

Giffgaff have decided on this business model and gone down the route of no ustomer service number for going on for 10 years and have no plans to change,

 

Yes its not for everyone, and you've rightly highlighted your present difficulty

 

Perhaps in a few months of using giffgaff and taken on board the "prevention" advice

You'll take a slightly different view 

Get a free giffgaff Sim
Message 16 of 20
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by: giffgaff20147
on: 15/03/2019 | 18:48

@niel377 

Hello there are no phone numbers on giffgaff it’s all online ,

agent responce time is normally a few hours but  if busy can take upto 24 hours 

Got any problems ask us first we answer in minutes  

 

when you have no active goodybag and you topup you must turn your phone data off if you don’t your apps use small amounts of money as they run in background ,

best to use WiFi or to buy goodybag with data off dial 

43430 and choose option 2 goodybags , or If you have airtime credit and wish to exchange it for a goodybag then simply follow the steps below
1. Login -
2. Go to the "Top-up" section of the website
3. Select the goodybag/gigabag you wish to buy and then click “select button”.
4. Your goodybag appears in your basket. Click "Select" next to "I only need a goodybag"
5. Click "Continue" without ticking the box to recur your goodybag
6. Click "Exchange airtime credit"
If lyou have any issues following the steps above please check out this https://community.giffgaff.com/t5/Solve-your-questions/Can-I-buy-a-goodybag-gigabag-with-my-existing... pictorial guide

Missing credit if you have not enough now to buy goodybag please contact agents they may replace the credit
We can’t see your account only agents can , contact the agents on this link to sort your problem out they can see what happened https://support2.giffgaff.com/app/ask/Top-up-balances-and-goodybags/Something-else/form/
 
Agents can take upto 24 hours to reply but are normally quite quick.
https://giffgaff.com/support/questions

 

 

note once you have active goodybag buy your next one before present one expires then new one will start when present one expires 

that way you won’t lose any topup credit again 

Message 17 of 20
by: niel377
on: 15/03/2019 | 19:00

Thanks for your constructive response 

 

(Its still possible to access all giffgaff pages (and Http://paypal.com)

To top up and buy a goodybag with no data or credit,) 

 

No in my case giffgaff.com would not load. i did try and was fustrated but not suprised i could not connect online.

 

(Perhaps in a few months of using giffgaff and taken on board the "prevention" advice

You'll take a slightly different view)

 

if i lived in a mansion i would hate to be locked out of it

(it dont mean i dislike my mansion )

 

if my phone screen is cracked i need a new screen not a screen gaurd

(i will try to fix it first and not just throw it away)

 

i dont mind waiting BUT i do in cases of emergencies 

(i dont dislike giffgaff BUT i dislike anything that dont have adequate procedure in place for emergencies within reason)

 

(All your observations are valid and its been raised numerous times)

 

So why no fix all this time? is it because of money i would and can argue its not a matter of money

to have a solution that deals with critical recurring things

Some business just have emergency numbers that only deals with that and nothing else.

if no call center then have a live chat 

 

This part i find it hard to understand it makes less sense to me

 

thanks sloz

i will wait for agent

 

 

Message 18 of 20
by: niel377
on: 15/03/2019 | 19:24

5 hours no response from support Smiley Sad

Message 19 of 20
by: niel377
on: 15/03/2019 | 21:23

Agent SOLVED it by gaving me a refund to get the right goodybag

and also agent was understanding i can truly say LOVELY JUBBLY Smiley Happy

-1 star for no emergency quick response i will get use to it like everyone else

 

thanks all for your inputs

appreciate

 

Message 20 of 20