The problem seems to be down to the definition of what is a reasonable time. iNetBet are unique in that they have no "live" option that would allow for a conversation to take place, where "reasonable time" would be the time spent on hold on the phone or chat queue. Most people consider more than a few minutes unreasonable. The next criteria are related to how efficiently the issue has been dealt with. The problem with some of the iNetBet complaints is that it is like a conversation with someone on Mars, with only one item being coped with by CS. Naturally, a different style is needed when email is used, but what happens seems to be that the CS agent deals with the first issue in the email, and ignores any other issues after this. The reason players bundle more than one issue in an email should be obvious, they KNOW that it is a delayed medium of communication, so want everything dealt with in one exchange, rather than a number of separate exchanges over a period of hours.
For resolving an issue, account has to be taken of whether it is "time critical", such as a problem with a coupon expiring in the next three hours. In such a case, a reasonable time for resolving the issue would be less than the three hours till the coupon expires. Whilst the player might not like the reply, NO reply is not "professional".
Although 2 hours in itself was not too bad, in this case they failed to tell the whole truth to the player, which lead to a repeat of the issue the following Monday. Had they mentioned on the Tuesday that it was a known issue, the player could have avoided the problems on the Monday by either using a different deposit method, or first contacting support for a status update on the problem, and not depositing by the affected means till confirmation had been received that the issues had been solved.
Also, by not keeping players in the loop, CS would have been burdened with a number of players who had encountered the same issue, one which they might have avoided were they told that this particular method was failing, and needing manual correction.
With the current setup, there is no means to "discuss" anything with a CS rep at iNetBet in a live conversation, everything is done by message exchange, which just does not suit the more complex issues where each side may not be quite understanding the other.
iNetBet are certainly losing customers when their systems foul up, and having to replace them with new ones. Many players do not see the problems because they are lucky enough that everything runs smoothly, and they never have to contact CS. These players will consider iNetBet worthy of their status, whereas those that have encountered a string of problems will wonder how on earth they manage to remain accredited despite this.
It seems that after years of complaints about the iNetBet email system, no-one has conducted a detailed investigation and suggested a cause and solution for those players that have issues. If the cause is an ISP, they are NEVER going to admit it, and will lie to their customers in order to pass the blame onto someone else. If their ISP says there are no issues, and so does iNetBet, and the player is certain there is nothing wrojng with his kit, the player is left to choose who they trust the least, and blame them. This often ends up being the online casino, as many players trust that their ISP is more trustworthy, and unlike the casinos, has a regulator looking over their shoulder. Players will trust their own kit simply because they paid good money for it, and have not seen any obvious signs of a general problem. If it is ONLY emails to iNetBet that go astray, they are never going to believe it is a problem with their ISP or PC, because this would surely lead to more widespread problems with emails.
It is a similar issue to the one where there are widespread reports that the RTG software won't install, won't open, or won't log in, often after one of those lobby updates. Some players get the problems, others don't, but most will argue that if it worked before, and the lobby update broke it, the fault lies with the software, not their kit. The best CS can offer in such situations is "uninstall and reinstall", which is a bit like the art of fixing an old TV by repeatedly thumping it till the picture returns. It sometimes works, but does nothing to address the underlying cause of the loss of picture.
