Inet.......The last straw

[mclee321]

I can't speak for Inet, but in my place of work our enterprise e-mail is protected by a complex and expensive filter system. This sits between our internal mail severs and the internet (called the dmz - http://en.wikipedia.org/wiki/DMZ_%28computing%29), and acts as the edge server to our exchange organization (http://www.msexchange.org/articles_t...t-gateway.html).

Boring stuff aside, this system is designed to block spam and remove dangerous mail. It is auto updated from black lists provided from various sources.

We also manually ajust it ourselves, blocking spammers, undesirables, and crooked domains. We also maintain a white list where addresses and domains can be added to allow mail through unmolested.

Even with this, hundreds of e-mails a week are routinely incorrectly classified and blocked. This requires a manual release, and normally someone wouldn't even know unless they we expecting mail and it didn't arrive.

Staff can be notified via e-mail, as can the sender if the mail is auto blocked, genuine mail can be released. Not a good idea for staff, as they wouldn't want a notification e-mail every time an incoming spam message was blocked (several thousand a week). Good idea for the sender though.

Anyway, it's possible this is where many of the phantom e-mails are going.

[Nate]

The thing that gets to me is:

Here we are as a forum commenting on the negative aspects of Inetbets support system and in some cases offering possible solutions. At this stage all we can do is speculate about where the problem lies. It would be befitting for the Operator to at the very least have the courtesy to acknowledge there IS a problem with emails reaching them and that they are looking into it.

I can't understand why this should go on for 11 pages and the Casino not have the decency to chime in. I mean, sure; there are negative comments but you offer a service and if it is not what people expect, then get ready for people to air their views.

Not once have I seen the Management come forward and humbly notify their patrons that they would consider any of the solutions offered, or say what they are doing in trying to rectify the communciation issues, or stipulating that Live Chat is not available 24hours a day or even telling us what they would try and do to alleviate their recurrent communication flaws.

In the end... does your input really matter? Seems like it probably doesn't.

Nate

[GGW Laurie]

I would love to see Inet have Live chat but it will never happen and I am cool with that , if there are more than a few casinos that pay within 24 hours , 7 days a week and even on holidays for US players than let me know

Inetbet is a sure to pay casino and they will get back with you , the gmail thing has had its problems and is a well known path for spammers , trust me on that , we fight it daily

The promo dudes and dudettes are strickly business and I respect that fact and if they ever changed I would be sooooo worried They do their job and get folks paid and thats a huge plus

Well thats my 2 cents worth

Laurie

[Jasminebed]

Well, in my case, the job is NOT being done. Although one address is gmail, the one from the forum involved would be their own, and my ISP's mail service, which I receive all of Inetbet's promotional mailings and have registered one my account.

Since I've asked the forum involved for help, I'm trying to give a couple of days there for action. But if the mail was blocked the first time, will a second one go through?

I usually deposit pretty frequently with Inetbet, but I don't feel I can until this matter is cleared.

[Nifty29]

One important question hasn't been answered:

What was the FIRST straw???

Seriously though, the contact problem seems to be far more widespread than I thought, and I think it probably is time for a reassessment of contact methods. Even a phone service would help, even just during office hours.

I agree that its time to at least consider some changes.

[vinylweatherman]

I can't speak for Inet, but in my place of work our enterprise e-mail is protected by a complex and expensive filter system. This sits between our internal mail severs and the internet (called the dmz - http://en.wikipedia.org/wiki/DMZ_%28computing%29), and acts as the edge server to our exchange organization (http://www.msexchange.org/articles_t...t-gateway.html).

Boring stuff aside, this system is designed to block spam and remove dangerous mail. It is auto updated from black lists provided from various sources.

We also manually ajust it ourselves, blocking spammers, undesirables, and crooked domains. We also maintain a white list where addresses and domains can be added to allow mail through unmolested.

Even with this, hundreds of e-mails a week are routinely incorrectly classified and blocked. This requires a manual release, and normally someone wouldn't even know unless they we expecting mail and it didn't arrive.

Staff can be notified via e-mail, as can the sender if the mail is auto blocked, genuine mail can be released. Not a good idea for staff, as they wouldn't want a notification e-mail every time an incoming spam message was blocked (several thousand a week). Good idea for the sender though.

Anyway, it's possible this is where many of the phantom e-mails are going.

Senders are NOT receiving any kind of autoblock message when an email doesn't get through to iNetBet, they are left to assume the email is being dealt with, so when there is no reply for hours, days, or even a YEAR, they can think the email has been dealt with by an intentional refusal to respond on the part of CS. This is why the complaints usually take the form "iNetBet are ignoring my emails/problem".

Given that this happens when players use the email address they registered alongside their personal details when opening the account, even the "whitelist" filter option isn't working properly. iNetBet must surely have something in place to manage the inbound email traffic, but it is clearly not up to the job because it gets it wrong often enough to create an ever visible issue in the forum. The rep has previously mentioned that when dealing with an issue that has reached the forum, they have "found" the original email that was allegedly "ignored" by the complainant. This is an indication that the management of their filters is not being done on a regular basis to ensure it is not blocking legitimate customer emails.

The other problem is one of attitude. Some complainants who believe they have been ignored have actually had replies from iNetBet, but have not received them. As far as iNetBet are concerned, the player has "deliberately ignored" or "failed to look for" the reply, so it is "their fault". One case where a complainant said iNetBet were repeatedly ignoring emails was even accused of not having sent them on the grounds that iNetBet "deal with all emails sent". It's about as close as you can get to calling a customer a "liar" without actually using the word. Given this, it is hypocracy for iNetBet to take offence when it is the PLAYER that accuses iNetBet of a deliberate intent to ignore their emails when they have simply failed to get through to the CS team.

The current position seems to be that iNetBet believe the problem is not big enough for any action to be taken because the "majority of players" do not encounter the issues raised. It is common for "big business" to ignore a problem that only affects a small number of customers, even when it repeatedly affects the same small group to the point where they get a service that would be deemed totally unacceptable were a much larger number of customers affected. It is the most oft given "excuse" on BBC's Watchdog program by a big company that has been featured with example cases of the most appalling standards of service. It is also of interest that Watchdog's example cases are solved within a week of the program airing, even where the complainant has spent many months trying to deal with the company "out of public view". It's not too dissimilar to how many casino problems get solved quickly after they are aired here and a rep (or PAB) gets involved, even where it has been going on for months before this. It's one reason problems DO get aired here, even those annoying minor ones that no-one seems to want to get to grips with.

Long term issues being dealt with swiftly once placed in the public gaze is a symptom of poor customer service, as with good customer service such problems would be dealt with straight away.

Well, in my case, the job is NOT being done. Although one address is gmail, the one from the forum involved would be their own, and my ISP's mail service, which I receive all of Inetbet's promotional mailings and have registered one my account.

Since I've asked the forum involved for help, I'm trying to give a couple of days there for action. But if the mail was blocked the first time, will a second one go through?

I usually deposit pretty frequently with Inetbet, but I don't feel I can until this matter is cleared.

[secret2]

Is a rep from Inet addressing these concerns? ..Via pm's or via anything?

[chuchu59]

Strictly on this thread me_and_ed is the camel while Inet is the ostrich.

[inthedesert]

Is a rep from Inet addressing these concerns? ..Via pm's or via anything?

I have been talking via PM (and email) and sent my last email to them Friday. I have yet to hear anything back yet. I understand people can get busy and such. Though the lack of a public statement on this is strange.

[samoas]

Strictly on this thread me_and_ed is the camel while Inet is the ostrich.

Great analogy Chuchu.