poor customer service with giffgaff

pdm66

giffgaff is recomended on this site but beware the cheap deals come at a price, very poor customer service, basically if you have a problem you can only email questions and it can take weeks to resolve, before you buy check out the comments in their forums from discruntaled members, some of whom have waited months to get issues resolved

has anyone else had problems

grumbler

pdm66 wrote: »

has anyone else had problems

Search still works fine here:
Stay Well Clear of GiffGaff
GiffGaff -- too good to be true?
GiffGaff Load of Rubbish
Stop martin lewis promoting giffgaff

Earthworm

pdm66 wrote: »

giffgaff is recomended on this site but beware the cheap deals come at a price, very poor customer service, basically if you have a problem you can only email questions and it can take weeks to resolve, before you buy check out the comments in their forums from discruntaled members, some of whom have waited months to get issues resolved

has anyone else had problems

I am confused? The whole point of Giff Gaff is a business model without call centres and direct face to face customer service. This is something you should accept when you join them... It is not a service aimed towards those who want quick help and a person to talk too... It is for those who want something that is very "self serve" which in turn lowers the cost... People who understand this before they join do not mark them down because of it.

neil40

If they used a better network they would be perfect but o2 is not the best for 3g coverage.Hopefully when 4g is launched things will improve.
As said above-You have to accept from the start that they operate a online only business with no call centres.

Jon_01

Earthworm wrote: »

I am confused? The whole point of Giff Gaff is a business model without call centres and direct face to face customer service. This is something you should accept when you join them... It is not a service aimed towards those who want quick help and a person to talk too... It is for those who want something that is very "self serve" which in turn lowers the cost... People who understand this before they join do not mark them down because of it.

A perfectly valid point, but when you alert them to possible fraud and they ignore you there's clearly something wrong with their system...

albionrovers

I would gladly recommend GiffGaff IF they could provide a service whereby you pick up your mobile and dial a friend's number, they answer and the 2 of you have a wee chat. The basics, you know?

Unfortunately, that rarely happened so I ditched them.

martinthebandit

My wife and I have been with giffgaff for a couple of years now and are generally very happy with the service we receive compared to the amount we pay.

macman

neil40 wrote: »

If they used a better network they would be perfect but o2 is not the best for 3g coverage.Hopefully when 4g is launched things will improve.
As said above-You have to accept from the start that they operate a online only business with no call centres.

Now, why would a division of Telefonica use another network than O2?

sillygoose

pdm66 wrote: »

giffgaff is recomended on this site but beware the cheap deals come at a price, very poor customer service, basically if you have a problem you can only email questions and it can take weeks to resolve, before you buy check out the comments in their forums from discruntaled members, some of whom have waited months to get issues resolved

has anyone else had problems

No don't have any problems with Giffgaff.

Personally I feel depressed if I have to call a 'call centre advisor' for anything as its usually frustrating. If I can manage any sort of account online I prefer it.

NFH

My only problem with Giffgaff is that they hide usage logs from their customers. Giffgaff have the usage logs, because they can use them when investigating a billing error. Why are these logs hidden from customers? The only purpose of hiding them is to conceal errors. If customers could identify errors more easily, they would raise more (genuine) questions to agents. This is not a justifiable reason to conceal usage logs from customers.