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ATTN: Casino Rep 32 Red no longer answers to emails?

Discussion in 'Online Casinos' started by ternur, Aug 28, 2016.

    Aug 28, 2016
  1. ternur

    ternur A damn fine cup of coffee CAG webby mm3

    Occupation:
    Lawyer
    Location:
    Finland
    I sent an email to 32 Red's general support email address (support@) and received this reply:

    I disagree with this policy. I'd like have support available via email when I'm not in such a hurry to get an answer. Of course having instant support available via chat etc. is great, but not answering to emails is not providing the best possible service IMHO.

    Anyone else share my view on this?
     
  2. Aug 28, 2016
  3. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    Seems they are trying to route everything via their Help Center and you can send an email directly from there. First screenshot you see the 3 options. If you click on Email you get to the second screenshot.

    Probably they can keep better track of messages as it is assigned to a department.

    Does not bother me that much really, to be honest. Not more work than opening my email client. :)

    EDIT: and i just saw they got rid of the pop-up 'jamboree' when clicking on Instant Chat. Definitely an improvement there. :thumbsup:

    32 Red no longer answers to emails?: Capture 653.PNG,Aug 28, 2016

    32 Red no longer answers to emails?: Capture 654.PNG,Aug 28, 2016
     
  4. Aug 28, 2016
  5. goatwack

    goatwack bombastic monk CAG

    Occupation:
    Stuntman
    Location:
    Londonia
    Nevermind streamlining the business, I think this is just lazy and bad customer service.

    Chat can be useless at the best of times and emails will always be the better option. I know I'd rather wait three days to get my query sorted properly than using an interpreter when using the chat bozos :confused:
     
  6. Aug 28, 2016
  7. Jono777

    Jono777 Meister Member CAG mm4 mm1

    Occupation:
    Self- Employeed
    Location:
    Wolverhampton
    OOO look another 32 Red thread (*rubs hands together*)

    Time to adopt my new policy on this matter and go and have a ciggie and put the kettle on :p :p
     
  8. Aug 28, 2016
  9. ternur

    ternur A damn fine cup of coffee CAG webby mm3

    Occupation:
    Lawyer
    Location:
    Finland
    Well, I sent my query via the Help Center, and received a prompt reply. Which was nice.

    But. My original statement stands. I prefer email. I like to have local records of communication with casinos. Maybe the help center route is easier for 32 Red, but more inconvenient for the customer (at least to me). You still need to type in name, email and account number even if logged in.

    Not a big issue, but I find it annoying. They could have integrated their CRM/Help Center/Email systems in a way, that regular support emails would still be integrated and both ways would be available.

    Or maybe I'm just too old or lazy and don't like when things change :rolleyes:.
     
  10. Aug 28, 2016
  11. dunover

    dunover Unofficial T&C's Editor Staff Member CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall
    Ahem, cough, splutter.......... Bank Holiday weekend - you weren't trying to take-a-break awaiting a pending withdrawal were you? ;)

    *starts legging it from the swarm*
     
    Last edited: Aug 28, 2016
  12. Aug 28, 2016
  13. Tirilej

    Tirilej Still a Lady CAG

    Occupation:
    Breathing
    Location:
    Sweden
    You're not the only one. If I could turn back time....:)

    It's still a good place to play though and Pat and Mark are the best reps I know. They won't change;)
     
  14. Aug 28, 2016
  15. ternur

    ternur A damn fine cup of coffee CAG webby mm3

    Occupation:
    Lawyer
    Location:
    Finland
    My taking a break is not depositing. :D

    I actually wanted to change my account currency. Which seems not possible. Their solution was to request closure of my current account and opening a new one. Not sure if I want to do that though.
     
  16. Aug 28, 2016
  17. Deeplay

    Deeplay New World Order CAG mm1 webmeister

    Occupation:
    Works For Self
    Location:
    The biG Eu
    Well I can defo understand wanting to route customers through a support desk. We did the same. Its vital for tracking and to keep a history of ongoing support issues. Everything is logged. And when dealing with 1000s of customers its kind of a must. So I personally see nothing wrong with this - in fact surprised to hear 32red were still answering emails away from the support desk. Its not feasible at all when dealing with tons of questions. Which with 32red you can sure they do get daily because of the size of the customer base. Nothing to see here in my opinion :cool:
     
    1 person likes this.
  18. Aug 29, 2016
  19. ternur

    ternur A damn fine cup of coffee CAG webby mm3

    Occupation:
    Lawyer
    Location:
    Finland
    Fair point and I agree. But on the other hand, with a company as big as 32 Red, it would not be too much of a struggle to develop their backend system to have straight email support too. To my understanding, integrating email with support desk is not a huge project.

    Having such a primary address as support@ not monitored is a strange decision. Companies much larger than 32 Red can manage to do so. Why shouldn't they?

    To put this in perspective, 32 Red still is fast in replying (even if contacting them is routed through their HD system), which is great. I contacted another gaming company tonight via email (because live chat was offline) in two different languages just to find myself waiting for an answer ...
     
  20. Aug 29, 2016
  21. Deeplay

    Deeplay New World Order CAG mm1 webmeister

    Occupation:
    Works For Self
    Location:
    The biG Eu
    They have with the support desk and if they use a ticket system that you can check replys online like we do then that cuts away responses being blocked by spam filters
    years past we had loads of customers pissed off saying we didnt get back to support issues - it was actually not that it was aol/ hotmail and the likes marking our responses often as spam

    so we worked to get everone useing the desk to send replys and read reply's inbox from the support desk. Also much more secure behind a decent HTTPS connection so in effect the mails never leave the secure environment. And is kept in control. I must prefer using help desks as it means I never loose my replsy etc but support each to there own but I side 100% with 32red on this one. It will be secure private and ensures they never miss a trick. L)

    soz for typo errors taking a sleep med as need to travel early am tomorrow and gotta 6 hours in the sac so im feeling zombified right now )
     
  22. Aug 29, 2016
  23. ternur

    ternur A damn fine cup of coffee CAG webby mm3

    Occupation:
    Lawyer
    Location:
    Finland
    Yes, that sounds pretty much ideal. However, when support reply is sent as a normal email your inbox (like 32 Red), secure environment flyes out the window. And the conversion continues via email. Just the method of (first) contact is changed here.
     
  24. Aug 29, 2016
  25. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    It seems the only possible way around currency change now days, The few sites that has happen to me, and the one thats just bought in £ has stated the same thing
     
  26. Aug 29, 2016
  27. Deeplay

    Deeplay New World Order CAG mm1 webmeister

    Occupation:
    Works For Self
    Location:
    The biG Eu
    Well way we did it was send an alert telling the user there is a reply to there open ticket and so they had to login to read reply's. Keeping all important information behind a secure connection as well as containing all support issues in one place. People did get the message and get used to very quickly checking the support desk for responses. It was a system that worked great. as for the support@ issue we coded it so that if a message was sent to a @support account it would automatically open and create a ticket again forcing the customer to utilize the support desk. Which allowed them also to keep a personal record of messages/ support history. I have no idea if 32red do this but I understand fully why they are going this route. Its a positive step in my humblest only of opinions :cool:
     
  28. Aug 30, 2016
  29. wobble33

    wobble33 Senior Member

    Occupation:
    x
    Location:
    uk
    I never much slag off any casino but this pending for your winnings from Friday "Morning" and now Tuesday "Morning" is just unbelievable! 5 days for a cashout to be processed is unreal in this day in age! Still not even out of pending until about 4pm...

    I know its being said many times, but its just deplorable off a top rated casino imo....
     

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