betphoenix: again demonstrates the rudeness

bisbis

Experienced Member
Joined
Jun 17, 2010
Location
Europe
i go to chat for a good promotions to received 666$ free.

i go to chat (i not copy and paste):

you chat with dean:

I: hi

after 2 minutes (and he not reply)

I: hi


after 3 minutes (and he not reply)


I: hi

after 2 minutes

I: i'm not a stupid Dean
Dean: go out of the here.

dean termined the chat session

I AM There are still bad:(
 

bisbis

Experienced Member
Joined
Jun 17, 2010
Location
Europe
i'm avenged :mad:


Please wait for a site operator to respond.

You are now chatting with 'Dean'

Dean: Welcome to Bet Phoenix Casino, where the excitement never ends! How may I help you today?

I: dean you are a rude man

I: you thrown out the chat

I: me

I: I have already reported you

Dean: God

I: and i went to chat for deposited

Dean: You have got to be kidding me

Dean: Who cares

Dean: leave this chat

Dean: You know what

I: now i not deposited i change this casino.

I: goodbye
 

AudiManinBoro

Dormant account
Joined
Jun 19, 2006
Location
UK
Ive only had correspondence with Dean a couple of times but he was never anything short of polite and helpful, he also speaks good english which i have to say isnt implied in your chat log :rolleyes:
 

SlotsLover

Dormant account
Joined
Jun 25, 2010
Location
California
played before?

Have you ever played at betphoenix before and did you ever have a problem with them?

I also have never known Dean to be rude, so this is quite surprising to me.
 

NicolasJohnson

Dormant account
Joined
Feb 19, 2009
Location
A Place
Hi bisbis,

I sent you a PM asking about your casino username, I'll be glad to look into whatever it is that is causing you to be unhappy.

Kind Regards,
Nicolas Johnson
Bet Phoenix Casino Affiliate Manager
 

takethemoney

Banned User - Chargebacks at Slotastic
Joined
Apr 14, 2004
Location
Washington
I'm having a hard time believing this and whenever I've chatted with Dean he has been friendly, courteous and professional. Sometimes the Grapes are just sour no matter what.
 

bisbis

Experienced Member
Joined
Jun 17, 2010
Location
Europe
I would like to happen to you. no one had ever treated me so.

and the dean was connected but not reply in 6 mintues.

i said HI to 3 times but he not reply.

another times i chat with dean, omar and they are always gentle. ALWAYS. but this time I was disappointed for dean

I had not asked for free money but for the special promotions in the slot for 666$ free.

i'm always gentle and I do not seem to have started off bad.
 

NicolasJohnson

Dormant account
Joined
Feb 19, 2009
Location
A Place
Hi Guys,

This is just an update. I've been in contact with the OP. It seems there may have been a misunderstanding between the parties which caused this issue.

We put out a promo where we are awarding a $666 free chip to players who deposit with a certain method and fulfill certain requirements.

Dean thought the player was pressuring to get the $666 Free Chip even though the player doesn't quality for it.

The player didn't intent to pressure, rather just understand how to get the $666 Free. I apologize for the misunderstanding and we'll make sure it doesn't happen again.

Kind Regards,
Nicolas Johnson
Bet Phoenix Casino Affiliates Manager
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
Hi Guys,

This is just an update. I've been in contact with the OP. It seems there may have been a misunderstanding between the parties which caused this issue.

We put out a promo where we are awarding a $666 free chip to players who deposit with a certain method and fulfill certain requirements.

Dean thought the player was pressuring to get the $666 Free Chip even though the player doesn't quality for it.

The player didn't intent to pressure, rather just understand how to get the $666 Free. I apologize for the misunderstanding and we'll make sure it doesn't happen again.

Kind Regards,
Nicolas Johnson
Bet Phoenix Casino Affiliates Manager

The problem starts when a player is put "on hold" for an extended period of time. This seems to be what stated this incident, with Dean connecting to the chat, but then not interacting with the player for at least three minutes. Putting someone "on hold" when they have already "got through" serves to make them grow angrier by the minute. When Dean finally began to interact, the player had already built up a "head of steam", and was already in a confrontational mood because they believed Dean had deliberately ignored them for some minutes. This set the scene for a curt, possibly rude, exchange. This may have made Dean feel he was being pressured to give in to a player who had not qualified for the offer, but at the same time the player felt that Dean was being rude and unhelpful in answering their query about HOW to get the offer.

Should it be necessary to ask support this in the first place? Surely the promotion should be presented clearly enough such that players could figure out for themselves how to qualify, and only approach support when they were sure they HAD qualified.
 

XOXOXOXOXOX

Let em spin...
PABaccred
Joined
Dec 2, 2008
Location
O Canada!
Dean: go out of the here.

dean termined the chat session

unless i misread, doesn't this mean literally saying to go away?? - not a professional way to deal with even the most annoying and rude customers, jmo. :eek2:
 

jas2587

Ueber Meister
Joined
Apr 25, 2006
Location
FL
personally why didn't the OP have the chat sent to them its very easy to put email in to have it sent to you even if the "rep" ended the so called chat

if I had a session in chat like that an knew I was gonna run here an post it you can bet I would have copied an pasted it or had the email sent to me

it is also questionable since they didnt copy an paste it that the words that they says Dean said really came from Dean
or is the OP just stirring the POT

IMO hell I couldnt have remembered everything that they typed as to what so called transpired between the OP an Dean

Just sayin my opnion

Cindy:rolleyes:
 

all4greed

Now we can do business.
Joined
Jul 18, 2004
Location
Pacific NW
Nicolas -

In your live chat, what is the max number of customers being dealt with at the same time?

Not to derail, but same question for generic Rival support. I know you don't represent Rival anymore.
 

ksech

Dormant account
Joined
Jul 27, 2007
Location
Here
personally why didn't the OP have the chat sent to them its very easy to put email in to have it sent to you even if the "rep" ended the so called chat

if I had a session in chat like that an knew I was gonna run here an post it you can bet I would have copied an pasted it or had the email sent to me

it is also questionable since they didnt copy an paste it that the words that they says Dean said really came from Dean
or is the OP just stirring the POT

IMO hell I couldnt have remembered everything that they typed as to what so called transpired between the OP an Dean

Just sayin my opnion

Cindy:rolleyes:

These were similar thoughts I had when I first read the thread a few days ago. I've never played at Betphoenix, so am not familiar with their chat system. BUT, most of the casinos I did play at, the chat had the option to have a transcript sent to email. I understand that English isn't the OP's first language, so does a translator put the words in this order? Or is this how the OP interpreted the chat session?
 

stewart1v1v

Dormant account
Joined
Aug 3, 2010
Location
south florida
In all my dealings with betphoenix customer support I have always found them to be polite and courteous and patient...especially Dean...there have been time he has taken the time to just chat even though I know they are very busy in support.
 

secret2

irishbrit62
Joined
Nov 30, 2008
Location
New York, United States
In my opinion the op was very unreasonable. Sometimes one is on hold for an extended period of time. It happens. But for the OP to report and rant like that is very unreasonable.
I am a service provider myself ( I am delivery driver) and at some point one can not expect to be insulted and put up with it. I have in the past defended myself and have walked out of an office ( with their delivery in hand and put on manifest ..'customer rude and abusive so delivery is refused') because of unprovoked abuse. Customer Service representatives are human, too ;)
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
Hi Guys,

This is just an update. I've been in contact with the OP. It seems there may have been a misunderstanding between the parties which caused this issue.

We put out a promo where we are awarding a $666 free chip to players who deposit with a certain method and fulfill certain requirements.

Dean thought the player was pressuring to get the $666 Free Chip even though the player doesn't quality for it.

The player didn't intent to pressure, rather just understand how to get the $666 Free. I apologize for the misunderstanding and we'll make sure it doesn't happen again.

Kind Regards,
Nicolas Johnson
Bet Phoenix Casino Affiliates Manager

In my opinion the op was very unreasonable. Sometimes one is on hold for an extended period of time. It happens. But for the OP to report and rant like that is very unreasonable.
I am a service provider myself ( I am delivery driver) and at some point one can not expect to be insulted and put up with it. I have in the past defended myself and have walked out of an office ( with their delivery in hand and put on manifest ..'customer rude and abusive so delivery is refused') because of unprovoked abuse. Customer Service representatives are human, too ;)

I don't think we have the full transcript, not even a full representation of what was said.

The OP opened with "I am not a stupid Dean", which caused Dean to terminate the session. The second session began with the OP telling Dean that he was rude the first time.

NOTHING was said about the $666 bonus in either transcript, yet Dean though this was what the player was pressuring for.

It looks like we have only a segment of what was said. Nicholas has the full transcript, and from this managed to work out what had been going on - a mutual misunderstanding.

Although customers shouldn't start out being rude, the first transcript give the impression that the FIRST thing Dean did was to "be rude" by telling the player to "get out of here".

It also looks like a translator was being used to both read Dean's chat, and to translate the player's replies back to Dean. This would be further opportunity for misunderstanding.

Employers have a duty of care to protect employees from over aggressive customers, and there IS a point at which a CS rep can refuse to have further dealings with a customer where they feel the customer can no longer be reasoned with, or presents a danger to the CS rep, including the making of personal threats over the phone, as well as physical danger in face to face dealings.
 

secret2

irishbrit62
Joined
Nov 30, 2008
Location
New York, United States
If the transcript was posted here by the OP then why would she edit it? Maybe because she was more insulting than what she had posted...just my thought. If she had posted the entire transcript, surely it would be in her favor to do so, if she were not the abuser?

Judging by previous posts by customers that have dealt with 'Dean' it seems he has been very polite.

I also feel that the Rep from any accredited casino, in this case, Nicholas, has a reason to be PC, as he is the frontman for the Casino, here. He is doing his job and probably won't condemn any player unless he has ABSOLUTE proof that the customer was the initial abuser.
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
If the transcript was posted here by the OP then why would she edit it? Maybe because she was more insulting than what she had posted...just my thought. If she had posted the entire transcript, surely it would be in her favor to do so, if she were not the abuser?

Judging by previous posts by customers that have dealt with 'Dean' it seems he has been very polite.

I also feel that the Rep from any accredited casino, in this case, Nicholas, has a reason to be PC, as he is the frontman for the Casino, here. He is doing his job and probably won't condemn any player unless he has ABSOLUTE proof that the customer was the initial abuser.

Nicholas says it was a misunderstanding, so neither Dean nor the player are going to be held to account, by the casino at least. Nicholas is also NOT free to post the transcript since this would be a breach of forum rules relating to privacy of players. Nicholas can send a transcript to the player, who can post it in full, or the player can give formal permission for Nicholas to publish it.

Part of the problem is down to the software behind live chat. It does not always give a proper representation of what is happening. Dean himself may not have been ignoring the player for 3 minutes, the system itself could have done this, and only passed the chat over to Dean 3 minutes later. The problem seems to be that the player sees they are "connected", and able to say "Hi" to what they believe is a human rep, who then simply fails to respond. Nothing in the published transcript shows any message being given to the player that they are "on hold" in the system, they are simply saying "Hi", and no reply is coming back.

I have seen chat software where it is clearer when a human CS rep is actually allocated, before this there are regular automated messages that you "will be dealt with when a rep becomes available". It doesn't stop the player getting angry, but they at least know that it should be directed at the SYSTEM, rather than the individual rep who finally makes contact. Even better would be for the software to give some idea of how long it will take, either in time, or position in the queue. This is not accurate, but better than nothing.
 

secret2

irishbrit62
Joined
Nov 30, 2008
Location
New York, United States
Thank-you, Vinylweatherman.:cool:

BUT....

Of course there are many reasons for this but I am hoping the OP will reply and shed more light;)...in a reasonable manner;)..without editing herself;)

(Sorry, could I be any more cynical? ;) )
 
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