emails to support, how fast do you want a reply?

[Let_It_Ride]

Following recent problems at All slots, 8 days on and still no money and slow replies to emails, got me thinking!

I'm so used to 32Red replying to emails within 2 hours that other casinos seem like they're using snail mail, so what is your expectation?

Let It Ride.........

 

[Pinababy69]

I'm really high maintenance, lol. I expect a reply within 30-60 minutes, but within 2 hours is acceptable to me. I figure if 32Red can for the most part reply in under 30 minutes, and Roxy Palace can reply in 15 minutes or less, why can't all casinos have the same standard? Waiting days for an email reply is a sure way to lose me as a customer. I will go to a live chat feature if one is available, but sometimes I prefer everything in writing. And telephone is my least favourite option, as I have a five year old, and anyone with kids knows that they hate it when you talk on the phone, lol.

 

[The Dude]

I am assuming that when you mean reply, it's from a real person and not an autoresponder. 2 hours or less is ideal, but a realistic period may be a few hours longer - especially with time zones taken into consideration, and perhaps a limited staff.

And then they bust their ass, and then read in the forums on how screwed up they are. Man, what a thankless job.

The reply should be an informative one - personal - written by a native speaker of whatever language you're writing in. Free from grammatical errors and spelling mistakes. Am I dreaming?

If it's for a complicated issue, I wouldn't expect an answer during a weekend or local holiday, since many senior staff are given time off during these periods.

 

[Pinababy69]

perhaps a limited staff.

No excuse...hire more staff, schedule your existing staff more efficiently.

The reply should be an informative one - personal - written by a native speaker of whatever language you're writing in. Free from grammatical errors and spelling mistakes.

Absolutely!! In a perfect world.

If it's for a complicated issue, I wouldn't expect an answer during a weekend or local holiday, since many senior staff are given time off during these periods.

Agreed on that point. But still a reply stating that the matter has been escalated to someone with the authority to deal with it, and that a full reply will be forthcoming within a day or two wouldn't be asking too much.

 

[The Dude]

...Agreed on that point. But still a reply stating that the matter has been escalated to someone with the authority to deal with it, and that a full reply will be forthcoming within a day or two wouldn't be asking too much.

I'd say an extremely high percentage of player complaints stem from piss poor communication skills. CSR remain silent because the issue has been passed on to management - but does the player know this? Lack of responses, lack of intelligent responses - weed through the complaint section and it mirrors the PABs. There is crappy commo everywhere!

 

[jetset]

I'd say an extremely high percentage of player complaints stem from piss poor communication skills. CSR remain silent because the issue has been passed on to management - but does the player know this? Lack of responses, lack of intelligent responses - weed through the complaint section and it mirrors the PABs. There is crappy commo everywhere!

Hear, Hear! And managements still can't seem to get their heads around the idea that an efficient escalation system will solve most complaints before they spiral out of control and cause lasting damage to reputation.

 

[jonevegas]

Its ironic this thread comes up as I am going on to my 30th hour for what is supposed to be a reputable Playtech, I have sent 3 emails and recieved 3 autoresponders, but still no people responders???

 

[Let_It_Ride]

I am assuming that when you mean reply, it's from a real person and not an autoresponder. 2 hours or less is ideal, but a realistic period may be a few hours longer - especially with time zones taken into consideration, and perhaps a limited staff.

exactly a reply from a real person and the cherry on the cake would be the reply answers the question asked

as for senior staff not being aval at weekends and hols, well I feel this needs to change, these guys are running a 24 hour operation and I would guess they do more business at weekends and bank hols so why not have at least one senior staff member available.

 

[Pinababy69]

as for senior staff not being aval at weekends and hols, well I feel this needs to change, these guys are running a 24 hour operation and I would guess they do more business at weekends and bank hols so why not have at least one senior staff member available.

Well, this is where 32Red takes the cake hands down. Visit Casinomeister on weekends, take a look at the bottom of the board, and see just how many times you see Ed Ware and Pat Harrison's names down there. Frequently. So they are for the most part always available, no matter it being a weekend, after hours, whatever. Once again, kudos to 32 on being unique in that regard!! :notworthy

Edited to add that right after I posted this, I look at the bottom and lo and behold, Pat is on the board. It's 3:30 p.m. here which would make it 9:30 p.m. where he is (I think?). I'd definitely call that after hours.

 

[CasinoForumu]

I always prefer live chat.
About repling emails,global-player and ivegas are very good.
And I have still some emails that I havent received an answer for 2 years.

 

[Pinababy69]

You sure you have enough websites listed there in your signature? LOL....sorry, couldn't resist!!

 

[CasinoForumu]

All of them are same site : )
I edited my profile and I wrote some of categories in my site.But after posted my first message,I looked it and I see it is very tall.
If moderators dont like it,I can move some of them.Or if they like I can add a few more : )

 

[KasinoKing]

Another silly poll!

Sorry Let_it_Ride, but how about 15 minutes, 30 minutes, 1 hour?

If the CS is manned 24hrs a day (as most claim to be) I can see no earthly reason why you should have to wait any longer!

All the "UK based" places I use normally reply inside 30 minutes.
Shame the same can't be said for most of those based elsewhere.

 

[-z-]

I check my email about once every 2-3 days so I am almost never disappointed with responses from customer service.

This 'how fast' question touches on something that makes me laugh nearly every time I read the forums here. People complain that they make a deposit request and after 14 seconds of no money showing up in their accounts the "THEY STOLE MY MONEY" or "SO AND SO CASINO ARE CROOKS!!" forum posts appear.

Call me crazy but, if you cant afford to be without your money for a couple WEEKS.. maybe you shouldn't deposit it?

I make WD requests, and if I dont see anything in a week, I check to see if _I_ did anything wrong. I'll usually attempt to make the withdrawl again and after a 2nd week- then I send a message to the casino asking for help:

not accusing them of theft or cheating,
no bad mouthing them on forums,
no name calling,

just, "I tried X and it didnt work.. am I doing something wrong?"

You'd be surprised how quickly you get a response from CS when you are polite and civil; then again, my measuring stick is 2-3 days so maybe you wouldn't.

I must be the most laid back person on the planet.

-z-

 

[Pinababy69]

Well, I hate to disagree, but when you deposit, the money is taken from your account instantly. So why on earth should anyone be willing to wait a week or more to see any winnings returned? I don't want to derail the thread..but this is why 90% of my play is at 32Red. Even if you don't have it flushed, it's out of pending within four hours tops, and on it's way to you by the next business day...no BS, no runaround, no excuses...and should there be any bumps in the road, the two best reps in the business to look after you. Lots of other reputable places as well, with fast and in some cases instant payouts..so why on earth would you want to wait? And it's got nothing to do with needing the money, just makes no sense to me. And yes, you must be the most laid back person on the internet.

I do agree however with your point about people being way too quick to start posting publicly about some very minor issues, which could easily be resolved with a quick PM here to the appropriate casino rep.

 

[CasinoForumu]

At the past,we get our payments in 10 days.Now it is about 10 minutes.

And now we get answers to our emails in 2 days.Near future,I hope and I am sure,it will change,too.

There are some good casinos that give attention to this issue.They are working to change this industry for us.And others will follow them.

They know they must do what players want,or they know they will die.

Future is near : )

 

[rowmare]

IMHO, on a normal day in tech support, a response should occur within a couple hours from any casino which boasts 24/7 support.

On a day the servers go down, it can go longer...

I personally give them 24 hours before I start getting annoyed. Most of the casinos I have contacted for tech support have replied within an hour or two, though.

About intelligent responses, though, that's another story. Why does it seem they presume anybody asking for tech support to be a complete moron? Not just casino tech support - but all tech support. I can't count the times the response I've received doesn't seem to be at all related to the issue I presented!

And then you have the ones with attitude. You know the ones I'm talking about. These guys keep telling you the sky is pink when you can clearly see, and keep telling them, that the sky is blue. But they're sure you don't understand what blue really looks like. By the time you get one of these "know it alls" to hear what issue you're having, you're ready to call the local psychiatric hospital and check in for a much needed rest.

If you are obsessive-compulsive:
Please press 1 repeatedly.

If you are co-dependant:
Please ask someone to press 2.

If you have multiple personalities:
Please press 3, 4, 5, and 6.

If you are paranoid-delusional:
We know who you are and what you want. Just stay on the line so we can trace your call.

If you are schizophrenic:
Listen carefully, a little voice will tell you which number to press.

If you are a manic depressive:
It doesn't matter which number you press, no one will answer.

 

[jetset]

LMAO! Thanks for a great early morning chuckle to start my day, Rowmare. I really enjoyed your psychiatric instructions!

 

[elscrabinda]

It really is a whole lot more satisfying to ring casinos up. They can't cut and paste an irrelevant response if you're on the phone because you don't let them. If theres still a problem you can speak to thew manager then and there rather than wait for emails to be forwarded etc. I was even put through to the manager's cellphone while he was in his car (don't worry, he was being driven!) the other day

 

[Mousey]

CS should respond to emails within a couple of hours. Longer if they're swamped. Like someone else posted, I usually don't begin to get annoyed, or wonder if a person actually read my email, till next day. I guess I'm lucky in that I rarely have the need to contact CS at the casinos. I'm low maintenance.

However this is what drives me totally bonkers when dealing with CS:

I can't count the times the response I've received doesn't seem to be at all related to the issue I presented!

CS doesn't read the actual question or problem, sends out a cut and paste from the T&C on the casino website, or sends back a 'onesizefitsall' form email which has nothing to do with what you're emailing them about, therefore wasting everyone's time.

 

[Macgyver]

It really is a whole lot more satisfying to ring casinos up. They can't cut and paste an irrelevant response if you're on the phone because you don't let them. If theres still a problem you can speak to thew manager then and there rather than wait for emails to be forwarded etc. I was even put through to the manager's cellphone while he was in his car (don't worry, he was being driven!) the other day

However, you don't have any hard-and-fast record of what your conversation was about. Yeah, you might get a more personal response, but I'd rather have something concrete I can send back to them and say, "See, this is what your CS told me" rather than "he-said-she-said."

 

[Let_It_Ride]

It really is a whole lot more satisfying to ring casinos up. They can't cut and paste an irrelevant response if you're on the phone because you don't let them. If theres still a problem you can speak to thew manager then and there rather than wait for emails to be forwarded etc. I was even put through to the manager's cellphone while he was in his car (don't worry, he was being driven!) the other day

which is okay if you live in a country from which they offer a free phone number. I prefer online chat which is kinda instant and you also have a record, but have found that casinos with poor email response time do not offer this service.

 

[steinhaug]

The live chat is usually better, you get support at once. Sure, it all depends on the matter. But a casino taking itself seriously should atleast be able to respond to any emails within 2 hours!

 

[KasinoKing]

CS doesn't read the actual question or problem, sends out a cut and paste from the T&C on the casino website, or sends back a 'onesizefitsall' form email which has nothing to do with what you're emailing them about, therefore wasting everyone's time.

Yeah - I forgot about that!
That really, really, really, really winds me up!!!

 

[CasinoForumu]

I thought neteller is the fastest company about answering emails in this industry.(in about half an hour)
But in last 3 months,they answer about in 2 days.
Do you have same experience with them?