Inetbet - some improvement in CS is needed

[chuchu59]

I dont want to sound harsh but what do you guys think of the following:


As there is no live chat I sent a simple e-mail to support to get a copy of the paigow poker house rules on how the dealer/banker sets the cards. This was not shown in the help file in the game. Here goes:

Me: My account is xxxxx. Can you kindly let me have a copy of the paigow poker house rules.

Inet: The rules can be found in the help button in the game itself. The links are here.

Me: Thanks for the link. What I mean is how the banker sets the cards. It's not shown here (the link).

Inet: I am sorry but I dont know what you mean by set the cards.

Me: The house way. That's how the dealer sets the cards.

Inet: I am sorry. I dont understand your question. Can you be a little more specific?

I gave up trying and didnt send any more e-mails at this point. I would have thought that my question was crystal clear and that since it wasnt live chat, the CSR had plenty of time to look into this. I believe that Inetbet should pay attention to these sort of things when they attempt to improve their customer service. Any comments, Inetbet Promos?

[ugaboga]

I agree with you. I think it's the only thing that Inetbet is lacking. The e-mail responses just need to be a bit more detailed at times and also a bit more personalised. (sometimes they come across as very abrupt, maybe they get alot of e-mails per day)

Other then that,

[SnowKatt]

How difficult is it to add a live chat service?? Most other casino's have them. Emailing for customer support is too iffy... If a rep didn't understand what you were asking the first time, you can always put it another way for them in live chat, and get things resolved right away. Otherwise you're playing email tag on what could be a quick fix matter. It takes a heck of a lot more time out of rep's and players lives to play email tag than it does to just click in live to talk to someone.
Inet should seriously consider utilizing a live chat option. Or at the very least, provide a phone number. IMO, a casino should have as many contact options available as possible, in order to provide people with the maximum in Customer Service.

Just my 2 - cents.

[spearmaster]

Originally Posted by chuchu59

Me: The house way. That's how the dealer sets the cards.

Inet: I am sorry. I dont understand your question. Can you be a little more specific?

I gave up trying and didnt send any more e-mails at this point. I would have thought that my question was crystal clear and that since it wasnt live chat, the CSR had plenty of time to look into this.

Although you and I would know what "house way" means, a lot of other people wouldn't. The CSR may not have understood that you were using "house way" as a gambling term.

In this instance I don't think I would blame the CSR too much. He/she did apologize before explaining that he/she didn't understand what you meant. To be honest, if I said "house way" to someone and they understood what I meant, I would've been surprised.

Your question was a good one, though - I think it's very important to know the house way if possible.

[chuchu59]

Hi Spear,

I wouldnt have blamed the CSR if it were a live chat session. However, the CSR had ample time to check what I wanted to know before responding. Furthermore, I didnt ask for a quick answer. The casino has to realise that the CSRs should have, or at least try to acquire, some knowledge of the games so that they can respond to customers' enquiries. If not, get somebody to teach them. It would only aggravate the customer to be asked repeatedly what the problem is.

[spearmaster]

Originally Posted by chuchu59

Hi Spear,

I wouldnt have blamed the CSR if it were a live chat session. However, the CSR had ample time to check what I wanted to know before responding. Furthermore, I didnt ask for a quick answer. The casino has to realise that the CSRs should have, or at least try to acquire, some knowledge of the games so that they can respond to customers' enquiries. If not, get somebody to teach them. It would only aggravate the customer to be asked repeatedly what the problem is.

You know, in a way I couldn't agree with you more - I wish all CSRs had mandatory training on all games in their product.

The sad truth of the matter is that there are very few qualified people in this area and a huge shortage of staff with any experience at all.

That in itself wouldn't excuse a CSR from making mistakes - but you have to admit PGPoker is played by less than 1% of players and the term "house way" probably doesn't even come up in the vocabulary of 99% of CSRs. I would agree with most other terms, such as "double down", "natural royal" etc. but "house way" is relatively obscure by comparison, to the point that I bet the CSR didn't even know it was a term you were using (and thus couldn't have researched it anyhow).

Just imagine - soon they're going to have to deal with terms like "kong", "mo been", "dai di"...

[chuchu59]

"Kong', "MO been", "Dai Di". All the terms from my favorite games. OK Spear, I give up.

BTW, I like 'kong' most as they are used in both mahjong and paigow tiles.

[spearmaster]

Originally Posted by chuchu59

"Kong', "MO been", "Dai Di". All the terms from my favorite games. OK Spear, I give up.

BTW, I like 'kong' most as they are used in both mahjong and paigow tiles.

Haha... one of these days we must organize a private room in Macau just for a few friends to play

[paul02085]

If somebody knows tell me but i would wager that the pay for CSR's is about 1 notch above burger flipper. That would explain alot.

[manvscasino]

wondering for thos in the states, would it be faster to withdraw to quicktender and deposit into bank. Or would ACH be faster?