Leave a legacy.

Provide unprompted feedback when cases go over 5 days

By: philiplittle40 | 01-02-2013 20:43

Whilst the 5 day sla with the tech team isn't great we
all learn to live with it in due course. There is however
an issue where it takes longer than 5 days for the issue
to be resolved. The onus is completely on the user to
chase it up. In my opinion this is the wrong way around. If giffgaff (albeit due to delays at third parties) doesn't deal with the issue within the 5 working days then it (the agents) should be contacting the user to keep them informed.

There should be a system at the agents to flag tech team cases that go over 5 days (would be astounded if this didn't already exist). On receipt of said flag the agents should contact the tech team to establish reasons for the delay, likely time to resolution - this information should then be passed back to the user WITHOUT the need for them to take further action (eg update the case).

As things stand users are feeling abandoned - a little
communication would go a long way.

Some initial discussion and comments can be found here :
http://community.giffgaff.com/t5/Contribute-Innovation-Promotion/When-it-goes-over-5-days/td-p/7576084

Many thanks for your consideration and comments.

Cheers

Phil :smileyhappy: lo

Comments

by: beautifulflowers
on: 02-06-2017 16:47

Great idea.must be implemented. 

by: jv_19
on: 28-05-2017 09:35

wonderful ideaa!! 1+

by: sibtahmed
on: 15-03-2017 16:49

Agreed

by: marstri
on: 11-09-2016 00:17

I've found many agents to be very undecided about what is an idea and what isn't. This is very interesting and I am delighted that anyone that can write is offered work plus a free handset and reduced connection charges. This must not exclude the abilities of anyone and potential discrimination must be looked into.

by: tabedin
on: 08-06-2016 10:09

1+

by: faizan001
on: 11-04-2016 08:56

it create very much panic siutation for customer as shows in the community 

by: kimchi
on: 07-04-2016 14:08

Supported I like it :)

by: ungourin
on: 28-03-2016 20:47

this could work

by: mij_sky
on: 26-03-2016 12:04

??

by: mij_sky
on: 26-03-2016 12:04

Great