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Ladbrokes CS - Am I being too harsh?

Discussion in 'Online Casinos' started by cheekymonkey, Aug 1, 2007.

?

Am I being too harsh with Ladbrokes CS?

  1. Yes

    10 vote(s)
    43.5%
  2. No

    13 vote(s)
    56.5%
    Aug 1, 2007
  1. cheekymonkey

    cheekymonkey Ueber Meister

    Occupation:
    Loser
    Location:
    Back at my mums
    My responses are in BLUE.

    Read from the bottom up.

    I am still awaiting a response.


    Dear xxxxxx

    Thanks for the reply, however - no apology?

    If I am going to invest 100.00 in your promotion each day, you could have at least had the courtesy to apologise for not sending the card out.

    How small do you make your players feel????

    Kind regards

    xxxxxxx.




    "promotionteam@ladbrokescasino.com" <promotionteam@ladbrokescasino.com> wrote:
    Dear xxxxxx,

    Thank you for your e-mail.

    We have now requested another card for you for yesterdays play, this
    should be with you shortly.


    If we can be of any further assistance, please contact us again and we
    will be more than happy to help you.


    Kind regards,
    xxxxxxxxxx
    Ladbrokes Promotions Team

    Jackpot - over 2 Million!!
    Check out Mega Moolah - You must register/login in order to see the link.



    Original Message Follows:
    ------------------------


    Dear xxxxxxxx,

    Thank you for your e-mail.

    Your query has been forwarded to our Promotions Team who will look into
    this matter for you. You will receive a response within 24 hours,
    detailing the outcome of your query.

    If we can be of any further assistance, please contact us again and we
    will be more than happy to help you.

    Regards, xxxxxxxxx
    Customer Services
    Ladbrokes Online Gaming

    Original Message Follows: ------------------------

    Hello

    I did not receive my scratchcard today, from yesterdays play.

    Please can you look into this for me.

    Username: xxxxxxxxx

    Thanks.

    xxxxxx.
     
  2. Aug 1, 2007
  3. AudiManinBoro

    AudiManinBoro Ueber Meister MM

    Occupation:
    Sales
    Location:
    UK
    I find it never pays to pee off the customer service department actually who might just flip that little switch which says kill all wins :rolleyes: lol If you believe in that sort of thing that is ;)
     
  4. Aug 1, 2007
  5. cheekymonkey

    cheekymonkey Ueber Meister

    Occupation:
    Loser
    Location:
    Back at my mums
    Hehe.

    However, I'm not looking for the on/off switch.

    I just want to be treated like a valued customer.

    Really pisses me off when I'm treated like a number. If I ever treated my clients in such a way, I would feel ashamed.
     
    1 person likes this.
  6. Aug 1, 2007
  7. cynthial

    cynthial Boo

    Occupation:
    Fireproofing
    Location:
    Albuquerque
    I don't see anything at all "harsh" in your letters. You come across as a proper British gentleman from Norf London. I think their response was canned as are most cs replies. There was not so much as a "gee, we screwed that up for you Mr. Cheeky and we will fix this for you toot sweet" from them. A good many of the support reps in this industry could use a bit of a lesson from Miss Emily Post on etiquette and the importance of making their customers feel his/her time and concerns are valued. It only takes an extra moment or two to add a personal touch before hitting the send button. :)
     
    1 person likes this.
  8. Aug 1, 2007
  9. Simmo!

    Simmo! Moderator

    Occupation:
    Web Dev.
    Location:
    England
    There's definately a correlation between the standard of service and the size of the company in any sector of business. Small independents have more time, less customers and less scenarios, more staff familiarity etc.

    Unfortunately with big companies, you are a number and as much as they'd like to convince you otherwise you will always be Mr Account No/Ref 78945603 from the "UK". When you become a High Roller, you'll probably get assigned a host at some of these places...that's when you should start to worry IMO :)
     
    1 person likes this.
  10. Aug 2, 2007
  11. cheekymonkey

    cheekymonkey Ueber Meister

    Occupation:
    Loser
    Location:
    Back at my mums
    Exactly.

    Very true. At the end of the day, I'm just a small little fishy in a big ocean.

    I shouldn't take these things too personally! :thumbsup:
     
  12. Aug 2, 2007
  13. cheekymonkey

    cheekymonkey Ueber Meister

    Occupation:
    Loser
    Location:
    Back at my mums
    In the end they sent me 2 scratchcards and an apology:

    Dear xxxxxxx,
    Thank you for your e-mail.

    I think that there has been some misunderstanding the card was sent out to you by us and for whatever reason it would appear that you did not receive this. Of course we regret that you did not receive the card but to the best of our knowledge this was sent to you. Please let us know whether you have received the replacement.

    Please be assured that you are a valued customer of ours and it would never be our intention to make you feel small.

    If we can be of any further assistance, please contact us again and we will be more than happy to help you.
    Kind regards,


    xxxxxxxx
    Ladbrokes Promotions Team
    Jackpot - over 2 Million!!
    Check out Mega Moolah - You must register/login in order to see the link.


    Job done. :thumbsup:
     
  14. Aug 2, 2007
  15. AudiManinBoro

    AudiManinBoro Ueber Meister MM

    Occupation:
    Sales
    Location:
    UK
    It would appear to me that Ladbrokes has more than made up for their booby now after that last email. Kudas given to Ladbrokes :thumbsup:
     
  16. Aug 2, 2007
  17. Simmo!

    Simmo! Moderator

    Occupation:
    Web Dev.
    Location:
    England
    Out of interest how do you get these cards? I deposited there last month but don't think I got one. Should I have applied?
     
  18. Aug 2, 2007
  19. sweetdenny

    sweetdenny Experienced Member

    Occupation:
    driver
    Location:
    montrose
    Cheeky

    As i know you have been with ladbrokes for a long time cheeky you know full well that this is the standard of customer support there now they really couldnt give a monkeys about there customers. I had the same problem with the scratch cards and it took me 4 phone calls and 3 emails to get it to my account 7 yes 7 full days after i completed the wagering. Also they really cant take you telling them how bad there support is i have now been threatened with them closing my account as i have complained to them to much unreal is all i can say. Im really surprised that they are now being promoted on casinomeister as there support is a joke.
     
  20. Aug 2, 2007
  21. cheekymonkey

    cheekymonkey Ueber Meister

    Occupation:
    Loser
    Location:
    Back at my mums
    Turn over 100.00 PER DAY on Mega Moolah and you will qualify for a scratchcard. Valid until 31AUG07. You don't need to apply, it is automatic.

    Hey, denny. :D

    Yeah, the normal CS dept. is a bit of a joke. But their promotions/VIP dept. are normally quite helpful. Speak to Donna or Janet or Ewa in promotions and you should expect an answer by email within minutes. If you need email addresses PM me and I'll give them to you, but I think you know them anyway.

    That's well out of order of them to threaten you with account closure. I would go mental if they said that to me. I would take it to the highest level possible!
     
  22. Aug 2, 2007
  23. sweetdenny

    sweetdenny Experienced Member

    Occupation:
    driver
    Location:
    montrose
    LMAO

    The only problem with taking it to the highest level is that it is the higherst level possible thats threatened the closure. I also do have all the contacts that you mentioned and this is part of the reason that im gonna get thrown out as they dont think you should keep escalting things to them all the time. They were all fine and dandy helping away when i had problems to start with but these days im blacklisted from the helpfullness. Ps it was J F that is doing the closing i assume you will know who he is cant really go much higher than him.
     
  24. Aug 2, 2007
  25. cheekymonkey

    cheekymonkey Ueber Meister

    Occupation:
    Loser
    Location:
    Back at my mums
    Hmmm, I nearly always go to the contacts I mentioned and have never been threatened with account closure.

    Hey, are you sure you are not bothering them about the 10p you lost in one of their shop roulette machines?!? :p

    No seriously, I'm really surprised to hear that denny. I have a mate that constantly bombards them everyday with emails about one thing or another and he has never been threatened with account closure either. In fact I always have a go at him about it as I think it is embarrassing the amount of times he bothers Donna, Janet etc. - lol.

    But just going back on what Simmo said. He's right, we are all just numbers when dealing with a conglomerate such as Ladbrokes. We just have to expect it I suppose. :oops:
     
  26. Aug 2, 2007
  27. KasinoKing

    KasinoKing WebMeister & Slotaholic.. CAG MM PABnonaccred webmeister

    Occupation:
    House-Husband and Casino Advisor
    Location:
    Bexhill on sea, England
    Never mind all that - did you win anything with the cards??? :confused:

    BTW, I did 100 on Moolah last week & also never got a card. Amazingly I didn't lose much during my 100 wagering, but I thought the slot so shit I really could not face playing it again, so did not even bother chasing up my card.

    Can't complain - I won 100's off their scratch cards a few months back!
    :cool:
     
  28. Aug 2, 2007
  29. fraserwpsr540

    fraserwpsr540 Dormant account

    Occupation:
    Student
    Location:
    UK
    Don't think you were too harsh at all. In fact I emailed them after not receiving a scratchcard a week and a half ago and they haven't had the decency to reply to me at all. If this is how they treat their customers, they don't deserve my custom. Simple as that.
     

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