Ladbrokes CS - Am I being too harsh?

[cheekymonkey]

My responses are in BLUE.

Read from the bottom up.

I am still awaiting a response.


Dear xxxxxx

Thanks for the reply, however - no apology?

If I am going to invest £100.00 in your promotion each day, you could have at least had the courtesy to apologise for not sending the card out.

How small do you make your players feel????

Kind regards

xxxxxxx.



"promotionteam@ladbrokescasino.com" <promotionteam@ladbrokescasino.com> wrote:
Dear xxxxxx,

Thank you for your e-mail.

We have now requested another card for you for yesterdays play, this
should be with you shortly.


If we can be of any further assistance, please contact us again and we
will be more than happy to help you.


Kind regards,
xxxxxxxxxx
Ladbrokes Promotions Team

Jackpot - over £2 Million!!
Check out Mega Moolah - http://casino.ladbrokes.com/mega_moolah/news/en



Original Message Follows:
------------------------


Dear xxxxxxxx,

Thank you for your e-mail.

Your query has been forwarded to our Promotions Team who will look into
this matter for you. You will receive a response within 24 hours,
detailing the outcome of your query.

If we can be of any further assistance, please contact us again and we
will be more than happy to help you.

Regards, xxxxxxxxx
Customer Services
Ladbrokes Online Gaming

Original Message Follows: ------------------------

Hello

I did not receive my scratchcard today, from yesterdays play.

Please can you look into this for me.

Username: xxxxxxxxx

Thanks.

xxxxxx.

[AudiManinBoro]

I find it never pays to pee off the customer service department actually who might just flip that little switch which says kill all wins lol If you believe in that sort of thing that is

[cheekymonkey]

I find it never pays to pee off the customer service department actually who might just flip that little switch which says kill all wins lol If you believe in that sort of thing that is

Hehe.

However, I'm not looking for the on/off switch.

I just want to be treated like a valued customer.

Really pisses me off when I'm treated like a number. If I ever treated my clients in such a way, I would feel ashamed.

[cynthial]

I don't see anything at all "harsh" in your letters. You come across as a proper British gentleman from Norf London. I think their response was canned as are most cs replies. There was not so much as a "gee, we screwed that up for you Mr. Cheeky and we will fix this for you toot sweet" from them. A good many of the support reps in this industry could use a bit of a lesson from Miss Emily Post on etiquette and the importance of making their customers feel his/her time and concerns are valued. It only takes an extra moment or two to add a personal touch before hitting the send button.

[Simmo!]

There's definately a correlation between the standard of service and the size of the company in any sector of business. Small independents have more time, less customers and less scenarios, more staff familiarity etc.

Unfortunately with big companies, you are a number and as much as they'd like to convince you otherwise you will always be Mr Account No/Ref 78945603 from the "UK". When you become a High Roller, you'll probably get assigned a host at some of these places...that's when you should start to worry IMO

[cheekymonkey]

It only takes an extra moment or two to add a personal touch before hitting the send button.

Exactly.

There's definately a correlation between the standard of service and the size of the company in any sector of business. Small independents have more time, less customers and less scenarios, more staff familiarity etc.

Unfortunately with big companies, you are a number and as much as they'd like to convince you otherwise you will always be Mr Account No/Ref 78945603 from the "UK". When you become a High Roller, you'll probably get assigned a host at some of these places...that's when you should start to worry IMO

Very true. At the end of the day, I'm just a small little fishy in a big ocean.

I shouldn't take these things too personally!

[cheekymonkey]

In the end they sent me 2 scratchcards and an apology:

Dear xxxxxxx,
Thank you for your e-mail.

I think that there has been some misunderstanding the card was sent out to you by us and for whatever reason it would appear that you did not receive this. Of course we regret that you did not receive the card but to the best of our knowledge this was sent to you. Please let us know whether you have received the replacement.

Please be assured that you are a valued customer of ours and it would never be our intention to make you feel small.

If we can be of any further assistance, please contact us again and we will be more than happy to help you.
Kind regards,


xxxxxxxx
Ladbrokes Promotions Team
Jackpot - over £2 Million!!
Check out Mega Moolah - http://casino.ladbrokes.com/mega_moolah/news/en

Job done.

[AudiManinBoro]

It would appear to me that Ladbrokes has more than made up for their booby now after that last email. Kudas given to Ladbrokes

[Simmo!]

Out of interest how do you get these cards? I deposited there last month but don't think I got one. Should I have applied?

[sweetdenny]

As i know you have been with ladbrokes for a long time cheeky you know full well that this is the standard of customer support there now they really couldnt give a monkeys about there customers. I had the same problem with the scratch cards and it took me 4 phone calls and 3 emails to get it to my account 7 yes 7 full days after i completed the wagering. Also they really cant take you telling them how bad there support is i have now been threatened with them closing my account as i have complained to them to much unreal is all i can say. Im really surprised that they are now being promoted on casinomeister as there support is a joke.