Geisha Lounge and Answering Emails

[RobWin]

Geisha Lounge is about to lose a VIP Player real soon if I don't receive an answer to my Email real quick.

I have sent three Emails today since 9:20 am this morning and also private messaged the rep here with NO RESPONSE so far after waiting for six hours.

Absolutely Great customer service.......

I had held off on posting this but now I am Pissed !!

 

[jerrylee]

did u get a reply after all?
how about sharing some concerns rather than an empty rant?
i'd say start complaining if no reply after 48 hours..much less 6!

 

[RobWin]

did u get a reply after all?
how about sharing some concerns rather than an empty rant?
i'd say start complaining if no reply after 48 hours..much less 6!

Well it has been over 16 hours now and after sending 4 emails and private message to Rep here.......Still No Reply......

If you want to wait 48 hours to say something or get upset then thats your business....but considering the amount of money I turn over with these guys I will absolutely not wait over 2 hours for a response...thats total BS...

What kind of Customer Service waits for 48 hours or longer to respond ? Not the kind that I am used to or for that matter any other VIP Player.... Hell thats not the kind of Customer Service I want or will accept....You want to accept that then you go for the second rate Customer Service....Not me...I spend way too damn much money for that kind of service.

 

[winbig]

Well it has been over 16 hours now and after sending 4 emails and private message to Rep here.......Still No Reply......

If you want to wait 48 hours to say something or get upset then thats your business....but considering the amount of money I turn over with these guys I will absolutely not wait over 2 hours for a response...thats total BS...

I've been with a poker room I'll leave unnamed for now for about a year, and have only deposited around $1000 over the time.

I've ALWAYS gotten a response within 4 hours of writing them, so I can understand where you're coming from.

With all this USA BS going on, you'd think they'd be scrambling to KEEP loyal customers, NOT drive them away.

I think it's just a matter of time before these smaller outfits either find a suitable market to replace the players lost from the USA, or go under. I don't think they'll be dipping into their pockets for too long once the deposits stop covering the winner payouts.

 

[Wagerjunction]

Reply

Rob Win

I have both replied to your PM on this board and have seen the Call Centres response to your email .

Please ensure that this mail is not going into your Junk Folder .

Alternatively i can arrange for someone to call you if you would find that acceptable. As for being a smaller outfit well that is a laughable remark to make WinBig but at least your analysis of what needs to be done for players is spot on

Best Regards
Greg

 

[silcnlayc]

You want to accept that then you go for the second rate Customer Service....Not me...I spend way too damn much money for that kind of service.

Must have checked to see your playing pattern and liked it so they responded

 

[winbig]

Rob Win

I have both replied to your PM on this board and have seen the Call Centres response to your email .

Please ensure that this mail is not going into your Junk Folder .

Alternatively i can arrange for someone to call you if you would find that acceptable. As for being a smaller outfit well that is a laughable remark to make WinBig but at least your analysis of what needs to be done for players is spot on

Best Regards
Greg

Uhm...I wasn't even going to respond again to this until I saw that reply you gave re: mine.

But, I was generalizing, not pointing the finger at GL, etc.

Guilty conscience?

But why, all of a sudden, would his emails from ya'll start being filtered into his spam folder?

I'll leave that to you 2 to sort out.

Small derail, but have you ever heard back from RTG about their totally unsecure way to log in to the flash games? Any Tom, Dick, or Harry would know NOT to send their username and password over a non-https:// connection. Same goes for redeeming comp. points. You promised a response within 48 hours back on Sept 6th....only 53 days late

 

[Wagerjunction]

Generalizing

Yes very guilty conscience ,i admit ,i hate it when players have something to complain about and because of a list of priorities and factors beyond my control i am not able to satisfy them.

I have emailed the player and i have seen the Call Centre Supervisor email the player with my own eyes and have seen the response to that so there is not much else i can think of except that it has gone to a spam folder.

As for your query - I have taken the matter up with both RTG and my techies and at present i need to wait for RTG to come back to us . They unfortunately are not as speedy as alot of us would like them to be and therefore i continue to wait in hope.

I realised that you were generalizing - i just thought it was not a very helpful thing to say and a lot of people would have taken what you said and applied it to us. After 8 years in the business including 6 with the current crowd i dont feel the need to prove how big i am .

Have a great day.

regards
Greg

 

[belgamo]

When sending emails to Geisha lounge do recieve any kind of confirmation that it has arrived?

 

[Wagerjunction]

Auto Response

Hi Belgamo

There should be an autoresponse but i have just tested it and have not received anything . We have installed a new customer response system - It is called Talisma and is apparently state of the art.

I will come back to you with feedback ASAP re this

Regards
Greg

 

[Wagerjunction]

Response

Belgamo - It took me a little while to come back to you but i promise you i was a lot quicker dealing with the issue .

We seem to be having intermittent issues with the Spam filter product that we are using and our techies have been working on this issue to resolve it . If it has not been resolved yet it will be by the end of today . I am in early so will update you once the rest of the crew get in

Regards
Greg

 

[Wagerjunction]

Response

Belgamo - It took me a little while to come back to you but i promise you i was a lot quicker dealing with the issue .

We seem to be having intermittent issues with the Spam filter product that we are using and our techies have been working on this issue to resolve it . If it has not been resolved yet it will be by the end of today . I am in early so will update you once the rest of the crew get in

Regards
Greg

 

[ArchAngel]

Hi Belgamo

There should be an autoresponse but i have just tested it and have not received anything . We have installed a new customer response system - It is called Talisma and is apparently state of the art.

I will come back to you with feedback ASAP re this

Regards
Greg

Greg, with all due respect, I can't believe an outfit such as yours would actually pay good money, to use such a crap system as talisma.

We used to use it at my office, and it was a load of shite. Half the time didn't work, the other half backed up for 4-5 days at a time, so you would get like 20 mails a day, and then 2000 at a shot and have to deal with backdated issues which half the time were more than likely resolved telelphonically.

Seriously representing the casinos that you do, why in heaven or hell would you actually chose to use Talisma. Hope that was not your decision but some bonehead at your company.

Wishing you all the best with it.

Gabriel

 

[vinylweatherman]

Talisma

Greg, with all due respect, I can't believe an outfit such as yours would actually pay good money, to use such a crap system as talisma.

We used to use it at my office, and it was a load of shite. Half the time didn't work, the other half backed up for 4-5 days at a time, so you would get like 20 mails a day, and then 2000 at a shot and have to deal with backdated issues which half the time were more than likely resolved telelphonically.

Seriously representing the casinos that you do, why in heaven or hell would you actually chose to use Talisma. Hope that was not your decision but some bonehead at your company.

Wishing you all the best with it.

Gabriel

This seems to mirror my experience. I had no reply to E-mails to King Solomons (same group), which also uses Talisma. Eventually I found a UK number and phoned in. CS told me they had just introduced a new system (they had "updated the computers"), and e-mails had just backed up and they were working through a big backlog. I also tried the live chat under Talisma. The first thing it did was to tell me that I should use Internet Explorer because it won't work otherwise (crap! - many people now use other browsers). Crap also, I WAS using Internet Explorer. I forced it to launch, and it worked OK. At the end it gave the option to have a transcript of the session e-mailed to me, I thought I would test it, and sure enough, it didn't work.
I wonder if the Talisma salesman got one over on the casino! A rep is hardly likely to say their product is crap are they! (Gerald Ratner excluded )

I have not tried e-mailing again, but it would be worth seeing if they have managed to get Talisma working better.

 

[Tester]

Talisma chat

The previous one was "liveperson".
liveperson is a great chat software. eay to use etc. etc.

I cannot imagine there is an experienced man on th eplanet who would think Talisma is better than LivePerson.

Can Greg explain where does this "state of the art" came from?
(not joking. I just cannot understand)

 

[vinylweatherman]

Sales

Can Greg explain where does this "state of the art" came from?
(not joking. I just cannot understand)

This is probably what they were told, by the sales rep for Talisma; and for some reason they took a sales rep at their word! Clearly whoever made this decision has never bought double glazing or a fitted kitchen

 

[Wagerjunction]

Crap - No one told me

Guys - i dont know who bought this system - it looks pretty good and is used widely by a lot of very big companies . What i can tell you is that we seem to be having an issue with it at the moment and are working on it to sort the issues out .

I am being pretty transparent as always and hopefully this issue is sorted out ASAP

Regards
Greg