Leave a legacy.

Problem solving using chat line or SMS direct with agents

By: tigerbullygallagher | 08-09-2015 20:57

recently i near lost a phone number i have since the beginning, when was called cell phone and the company was Mercury! i have been paying to have the PAC number and transfering to all companies i have been using, since that time!

i am very loyal i used Cellnet that became 02 and i only went to Orange because by mistake my husband bought contract with Orange, because he wanted to buy a Blackberry and the contract was locked with Orange, i passed the number to Orange and i used Orange for near 10 years,, after pay as you go.

Now i idecided is better to buy a phone without contract with any company and unlocked, because you have freedom ...i heard of Giffgaff and made sense to stay free!

.GIFFGAFF eas the perfect choice, i loved and the price was fantastic, i loved you did not spend money with unecessary services and expensive advertising and seemed invested the money in providing good reception, i had i few problems but everybody has! nothing is perfect 100 percent!

But this changed now you can not open a newspaper or browser without see the Giffgaff advert.

i tried to be a good costomer and not spend unecessary internet time and preferring to use broadband when i was paying unlimited use of internet, because i knew is expensive and i did not want to abuse,

i only started to pay less montly because somebody in GIFFGAFF told me to..

but everytime we need assitance with problems takes too long to be solved because is very repetitive subject and a labyrint that confuses!

if you try a Agent takes too long for answer, and because of that i near lost my number, i had to call my mother to try to give her the new number, she is near 100 years and she can1 keep in her memory new numbers and things, and she does not know how to use all the numbers...she gets confused and makes mistakes and end up making worse and gets upset! she got used to my old number and is automatic for her, and she has with her all the time if she needs! She was very upset and could not understand, i had to tell her the new number several times, to call her a few days to tell forget!

was very upsetting calling everybody i know to tell then i lost my number! and a few days to call again to tell i did not lost!

i am not complaining i got my number back, i am complaining of the waste of time and the upsetting that caused, all uneccessary...

if i could contact a Agent in real time or through SMS this would not have happened,

it is why i am asking for you to please start a service so members could contact qgents in real time to solve their problems and doubts !

thank you

iza

Comments

by: firoze
on: 14-04-2016 11:02

This ALWAYS comes up as an idea.

The whole point of Agents is their considered online management, and live chats would take up all their time. So no...

by: momist
on: 13-04-2016 21:17

Sorry bud, the agents are usually 'up to their eyes' already and don't have time to chat.  Howeveer, there is an idea floating around suggesting that there could be set up a 'buddy' system, where each newbie is put in touch with an experienced user to ask for advice.  Have a look for that one and support it?

by: wy2018
on: 27-01-2018 17:22

I like this idea and hope it could be changed one day

by: mijthebarber
on: 26-01-2018 11:34

in theory very good but giffgaff is giffgaff because of the way it's run

by: janinetaylor
on: 21-01-2018 16:40

good idea

by: reastwood
on: 12-01-2018 22:43

totally agree. Direct easy contact is much better.

by: bluemoonbaz
on: 04-01-2018 18:26
by: jalexjason
on: 20-12-2017 11:32

I too have had my mobile number and where as I've changed address three times in over 20 years my mobile number is the one grounding required, keeping a number is a god given right. My clients remember my number when they can't remember the own familes, so the importance for someone and I have migrated many clients to giff gaff this component MUST be a live service not a 9-5 mon fir sat sun less hrs. I know how giff gaff does not want to employ staff in call centres . (it does not have too) a few agents with terminals connected to that system and have the ability to quickly load a sim in there hands (temp-ly) and then send it out to someone once its captured is a god send. This is not impossible and easy to do. And it cheap and a service most other networks rarely contemplate. BE the first GIFF GAFF. Migrate our numbers and Pre load it to a SIM and post it to your new or existing client.

by: sarahbanahnah
on: 18-12-2017 09:32

this is always an idea which everyone has considered. Lets see if it gets implemented

by: eluminea
on: 15-12-2017 10:14

Could be good to have this option.