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: rabz24
on: 20-12-2020 22:21

very good idea

by: mijthebarber
on: 05-08-2020 12:11

Possibly

by: barishna
on: 05-05-2020 06:21

yes please

by: vijay42924
on: 19-04-2020 14:35

voted

by: muddycalhoun
on: 09-02-2020 15:49

I haven't found this myself, a recent case I had to seek assistance with from giffgaff agents, which getting tothe bottom of the matter took some time but I didn't have to chase up the response agents got back to me as soon as they worked out the problem.

Everything that I was told regarding the query was done by Giffgaff

Edited
by: racha27269
on: 16-01-2020 01:03

You have my Vote, Excellent Idea. Fully Supported :)

by: adamtheant
on: 26-08-2019 17:22

get this implemented please would be terrific

by: starkey93
on: 08-03-2019 02:17

Definitely needed

by: p7dwy
on: 01-02-2019 10:24

Very old idea, it should of been well sorted out by now.

by: mikeclubs181040
on: 09-05-2018 16:06

Hello everyone, what a great Idea. I would love to see this implemented.