juggernaught12

How does giffgaff customer service work?

Quite fancy the giffgaff £10 goodybag, but what happens with giffgaff if you have a problem? You can't call them - is that right?! Anyone have any experience using giffgaff?

Most Useful Answer CTPAHHIK  Aug. 10, 2012 at 12:45

Simply put - It doesn't. They do not have a concept of customer service, unless it's payment related.
Use Google.

Add a comment
20 comments

Pondlife  Aug. 10, 2012 at 12:00

http://giffgaff.com/support

Depends on the problem by looks of it, but nope can't call them.

CTPAHHIK  Aug. 10, 2012 at 12:45

Simply put - It doesn't. They do not have a concept of customer service, unless it's payment related.
Use Google.

Pondlife  Aug. 10, 2012 at 13:42

To me it doesn't make them any worse than the others, all a waste of space

matt101101 / MOD  Aug. 10, 2012 at 14:58

To me it doesn't make them any worse than the others, all a waste of space
I have to say, T-Mobile's CS has seemed excellent every time I've spoken to them (once you've found the right one of their many departments, to speak to).

blizzard7  Aug. 10, 2012 at 21:30

Contrary to what CTPAHHIK says, we do have a 7 day a week customer service team. You can use the "Ask an Agent" form using the link handily provided by Pondlife, http://giffgaff.com/support or login and access it through there.

As a small company, there's no phone desk.

matt101101 / MOD  Aug. 10, 2012 at 21:37

Contrary to what CTPAHHIK says, we do have a 7 day a week customer service team. You can use the "Ask an Agent" form using the link handily provided by Pondlife, http://giffgaff.com/support or login and access it through there.

As a small company, there's no phone desk.

On the basis Telifonica own both O2 and GG, I see no reason why GG don't have a proper CS dept, or a least a bloody phone number. Not to mention the fact that GG's funding, up until 2014, is courtesy of O2.

Pondlife  Aug. 10, 2012 at 21:39

To be fair what he said was that there wasn't one unless it was payment related which is what it says around the ask an agent link.

Step 3: Ask an Agent
For questions related to your account (i.e. billing queries) ask an agent and they'll get back in 24 hours.
Remember: Please don't send non-account based queries to the agents as this is what our award winning community is for

blizzard7  Aug. 10, 2012 at 21:42

To be fair what he said was that there wasn't one unless it was payment related which is what it says around the ask an agent link.

Step 3: Ask an Agent
For questions related to your account (i.e. billing queries) ask an agent and they'll get back in 24 hours.
Remember: Please don't send non-account based queries to the agents as this is what our award winning community is for


Non-account queries ;) So if you want to know the Internet APN settings for instance, you'd use the community. Otherwise, an account problem such as PUK requests, payment problems, SIM delivery problems etc. should be handled by an agent.

louiselouise  Aug. 11, 2012 at 03:55

Thanks to HUKD, I've been with GiffGaff since January 2011 and they've been (mostly) great.

I agree the lack of instantaneous support is a bit of a pain...I'm currently waiting on an Agent to get back to me (left a query last night) about a replacement SIM which came with an activation code that doesn't work.

Asking on the forums does sometimes prompt incredibly stupid answers from people chasing Kudos. In my original post I mentioned I'd contacted an Agent and was waiting on a reply....people replied telling me to...contact an Agent. Well, duh.

Out of eight or so replies, only one was useful. A lot of the forum is like that, reading through lots of crud to glean some useful nuggets. People not bothering to read other people's responses or follow the thread and putting absolute crap on instead. Unfortunately.

It's a shame the "reward" system encourages spammers. Though, some would say that's just the nature of forums (HUKD's comments can bring out a lot of immature/unhelpful idiots too ;)).

Also, I hate the fact that they recently mucked up with the top-up voucher system. Now if I want to buy a Goodybag, I have to wait till it expires and buy one after midnight. Another pain in the rear I could do without.

Er, rant over ;)

blizzard7  Aug. 11, 2012 at 09:20


Also, I hate the fact that they recently mucked up with the top-up voucher system. Now if I want to buy a Goodybag, I have to wait till it expires and buy one after midnight. Another pain in the rear I could do without.

Er, rant over ;)


On top-ups, it's in the pipeline to improve the voucher system sooner rather than later!

louiselouise  Aug. 11, 2012 at 19:55

Nearly 24 hours after emailing an Agent (SIM activation problems), and no reply. Someone replied on my thread, saying "You'll get a reply soon" which is hardly a precise answer, and this member could be anybody (my guess is chasing Kudos..again).

I realise you are (probably) representing GiffGaff, but even the members on there have their doubts that the Top-Up Vouchers/Goodybags system will be ironed out to the way it was, any time soon.

Even trying to FIND said thread (about vouchers/Goodybags) with updates is a nightmare as there are so many duplicate threads/answers on the community.

I think GiffGaff should reward those who put *helpful* answers instead of repeating the first person x10 for Kudos. I don't contribute to forums unless I have something reasonably useful to say.

And as it is the ONLY port of call for a customer having issues, this customer service model is a disaster when it's such a shambles.

louiselouise  Aug. 11, 2012 at 20:32

There is a thread on GiffGaff right now where I posted my reply. At least it's heartening to see members agree with me about the Junk.

But are there any constructive suggestions on this thread? Ermmm..

"PS: Am I the only one who cringes at the irony of the many "Great!", "Well done!", "I agree!" replies on this thread (no doubt well-intentioned)?

But, why respond to a thread ABOUT Junk replies with er, Junk replies?!

I see such replies all over these forums, and think, "I'm not reading through ALL that", unless I really, really have to. A forum should be easy to navigate (search), and the responses should be prompt and to-the-point. Not vague and lazy.

These are customers you are dealing with; they should be treated as they would on a one-to-one customer service telephone line. With instant solutions, and courtesy.

Would you accept someone on a CS line repeating themselves again and again? Thought not."

http://community.giffgaff.com/t5/Help-Ask-the-community-got-stuck/Building-a-better-Community/td-p/5304450

louiselouise  Aug. 11, 2012 at 20:43

Reply from Agent: "....From looking at your account, I can see that a replacement SIM is on its way to you since yesterday.
Please allow 5 working days for this to arrive Louise."

Me: "My question was about activating the replacement SIM I got?? I'm absolutely confused by your reply."

I can only assume they mean that ANOTHER is being sent out. I think. God knows!

Well done GiffGaff (not!). I'm logging off the forums and giving up.

Pondlife  Aug. 11, 2012 at 21:24

Guess you can't expect first class service from a ryanair priced network.

Still after a 24hr wait you'd expect a more complete clear answer.

louiselouise  Aug. 11, 2012 at 21:26

Phew, it's OK, I have Visa Electron ;) Oh well, that made me laugh.

blizzard7  Aug. 11, 2012 at 22:40

@louiselouise
I'm sorry to hear you've had a little more trouble than you would've liked. :(

louiselouise  Aug. 11, 2012 at 23:48

I'm not sure why you edited out the "I agree that the forums aren't perfect" part, as it's hardly a scandalous comment. And it at least implies that it's something that's been noted (and maybe even improvements will be made, re Forum Junk replies?).

I'll take my complaints to the Community now, as I've made my point here. Other members are saying they have the same issue with SIMs not working. They're not flagged on the system as having been posted/techie issues at fault.

Why an Agent can't email me saying that, who knows! I'd like a working replacement SIM, please!

matt101101 / MOD  Aug. 12, 2012 at 01:19

The more I hear about GiffGaff, the more it seems to be a network which is a perfect example of "you get what you pay for". Even 3 have a phone number (albeit with rude, unhelpful staff on the other end). It's just so much easier to solve a problem via a phone call.

louiselouise  Aug. 12, 2012 at 01:21

See also, Talktalk, who I'm with too. That's given me a few more grey hairs, dealing with their as useful as a chocolate teapot CS.

matt101101 / MOD  Aug. 12, 2012 at 01:27

See also, Talktalk, who I'm with too. That's given me a few more grey hairs, dealing with their as useful as a chocolate teapot CS.
If you want good CS, I've never had an issue with T-Mobile. Their staff seem friendly and knowledgeable (for call centre staff) and if they can't answer your question/query, they'll put you through to a dept. who can.

My only issue with them is that you can often speak to 3 or 4 departments before you get through to the right one. Choosing the option from their ambiguous, robot voice list is harder than it sounds :p! That said, if you call from you T-Mobile phone, I think it's free on contract and 10p per call (if you speak to a human) on PAYG.

Email:

You don't need an account to comment. Just enter your email address. We'll keep it private.

Comment: