Customer: Not trusted for mobile

An anonymous submission via email, a reseller with long term exposure to how Giacom work.

I’ve been a reseller with Giacom for over 5 years and I wish I’d moved my base a lot sooner.

The main problem is that when a service stops working, it’s not their name my customers are shouting at. It’s mine. I’m the one on the phone at 9am to a customer whose team has no service, and I’m the one who looks stupid when I can’t give them an answer, because Giacom haven’t given me one either. Porting is the same story – dates missed, sat in limbo, the comms cloud market being slow and lacking for updates. I’ve lost accounts over this. Actual paying customers who had been with me for years and now they’ve gone elsewhere. You can’t get that back with a credit note.

Their support is the other half of the problem. Every time you raise a case you get spoken to like you’ve never provisioned a service before, or they know better and you’re wrong. I’ve explained the fault, I’ve checked the APN, I’ve confirmed the SIM is active on the platform and the IMEI is fine, done a SIM swap, and I still get sent a checklist asking me if the customer has tried turning the handset off and on or if I have done a SIM swap! Then they close the case without fixing anything or worse just ignore you. The attitude is always that you must be wrong, and it never seems to occur to them that the person reporting the fault might actually know what they’re talking about. When they finally do admit it’s an issue on their side, or on the network’s, there’s no apology and no explanation, they just move on.

For a company that sells to resellers, they don’t seem to understand how the reseller model works at all. We’re not end users. Our reputation is on the line every time they get something wrong or leave a service dead for days, and they don’t act like they care.

If you’re thinking of building your mobile base on top of Giacom don’t. Find someone who treats you like a partner instead of a nuisance.