MrGreen Casino is a Joke or just full of unprofessionals?

[Balthazar]

Actually thats normal chat session

No it's not. If you were acting like that in real life you'd have got your ass kicked (figuratively or literally) a few times already. "Customer frustration" doesn't equal "humiliating the person who's working". If you think CS is undertrained, take it to the next level and let them know. Don't try to humiliate them.

 

[Markus_Demon]

"Customer frustration" doesn't equal "humiliating the person who's working".

Thats targeted to their business not person itself! as its the company fault when they hire such low level CS workers.

I think you dont know much how CS works and what kind of phones they get daily from frustrated customers.

Whats MrGreen doing is like pputting a Deaf and blind person to work in a busy club as drink seller.

Then throwing customers out because the sller dont get what customers say..

 

[mrmark21]

Yeah I would have thought the natural response would have been to ask too speak with a supervisor?

You don't need to throw in stuff like "are you drunk or high?".

 

[vinylweatherman]

Thats targeted to their business not person itself! as its the company fault when they hire such low level CS workers.

I think you dont know much how CS works and what kind of phones they get daily from frustrated customers.

Whats MrGreen doing is like pputting a Deaf and blind person to work in a busy club as drink seller.

Then throwing customers out because the sller dont get what customers say..

Such companies deserve to lose their customers to the competition. It often takes the board to have to issue a "profits warning" to investors to get them to just do their jobs properly and address the underlying issues.

Here in the UK, Tesco have been in decline for YEARS in terms of the customer experience, but they had a stranglehold on the sector because they had been aggressively buying out the small local shops and turning them into mini Tescos. Afet ignoring the fundamentals, the board got a nasty shock last year, and all of a sudden the stores are full of builders, painters, and decorators, checkouts are manned, and tired or knackered equipment is getting replaced. Customers had been complaining for years, but there seems to have been a "glass ceiling" approach that prevented any of these complaints getting anywhere near those with any power to act. It even got to the stage where all three Tesco stores near me had been fined by Trading Standards for SERIOUS food safety breaches, and even this didn't get the attention of the area management (else it would have been embarrassing enough the first time to make them act to ensure it didn't happen again). Only a drop in profits last year as customers voted with their feet got action.

Mr Green hardly has a stranglehold on the sector, so there are plenty of other places where better answers to "off script" questions are to be had.

Mr Green management should realise how embarrassing it is when different CS agents give different and contradictory answers to the same question. It is this that demonstrates they are trying to bluff their way through rather than admitting they don't know. With good well trained CS, exactly the same question should get exactly the same answer no matter how many times it is asked.

 

[Balthazar]

I think you dont know much how CS works and what kind of phones they get daily from frustrated customers.

Are you telling me that asking them if they are drunk or high because they don't know the answer to your question is no big deal because getting insulted is a part of their job?

 

[Balthazar]

Such companies deserve to lose their customers to the competition. It often takes the board to have to issue a "profits warning" to investors to get them to just do their jobs properly and address the underlying issues.

This I can agree with. If your CS is undertrained you should suffer the consequences. People that are hiring them (probably for cheap) are to blame here.

 

[slotplayer]

My BS detector just caught fire. First she came with 5.68% (which tells us that she doesn't know how to calculate it) and then after a while she came back with a nice, rounded 96% that fits perfectly the expected 96%-97% that she mentionned earlier. I guess "96%" is less embarassing than "I don't know".

That said, OP was a dick to the first CSR no matter what.

that's what I thought when I read it.

 

[Nifty29]

Actually thats normal chat session , with customer being frustrated due to lack of knowledge from CS. No bad words has been exchanged .

It amazed me that i spoke with 4-5 of them so far in chat and each say one thing... dont they have supervisors?!!

I see a lot of negative topics aroud the net about this mrgreen some even call mrgreen as rogue.. so its no wonder they have such a low level of CS.

• If CS has language difficulties, why put him on first line of service?!
• If he/she does not understand what RTP mean why he/she claims that she understand it?! When asked...
• Nobody on mrGreen management check their CS=?!

The only "normal" thing about this exchange is that it is pretty much par for the course for you.

It's not the first time you've behaved like an ^%* and it probably won't be the last.

The fact that you cannot see the distinction between COMPLAINING about a SERVICE and INSULTING the person providing it shows your real colours i.e. that you are immature and start throwing childish tantrums and insults the minute you don't get what you want.

Bryan is right. Grow up.

 

[vinylweatherman]

Are you telling me that asking them if they are drunk or high because they don't know the answer to your question is no big deal because getting insulted is a part of their job?

In some ways, it IS. The company management often use CS as a shield between them and frustrated customers. They KNOW that by hiding behind their CS drones and refusing to deal with customers directly they expose their employees to a hard time. The best way to attack such companies is to bypass the CS altogether, and bring the battle to the management, even the board. Funny how this often gets results, and the excuse that it was all down to "CS not doing their job properly", and that the offending agent(s) have been fired, retrained, reprimanded, etc along with the customer being offered a goodwill "bribe" to sweeten the apology and remain a customer. This culture means that a lowly CS agent often has to accept the abuse, as standing up for themselves could get them fired as a scapegoat for company failings, and with little or no employee rights in some offshore call centres, they have to suffer.

In the UK, employers have a duty to protect their staff from irate customers hurling insults at them, and any attempt to fire an agent for sticking up for themselves against an abusive customer would result in a tribunal hearing, even a strike. You are therefore far more likely to feel a boot up the arse when insulting/abusing UK based staff than offshore based.

There have been a couple of "secret camera" documentaries about call centres, and it seems that providing a service to callers is NOT their priority. The priority is to get rid of a caller ASAP and mark their issue "solved". This rewards bullshit instead of "I don't know", and a culture of "say what the customer wants to hear if it gets them off the phone quicker". This means that for customers, the impression is that CS don't have a clue what they are doing, and constantly lie and make false promises to get something done about a problem. If called out on it, the company just passes the buck and blames the CS agents for getting it wrong, when it is actually the performance monitoring systems and targets that are the cause. One documentary even showed that some call centre staff were trained to break the law in order to generate additional revenue for the company or call centre operator, this is where "information leaks" come from that customers see as a sudden surge in spam and speculative marketing calls from companies that cannot have obtained the contact information legitimately.

These are not all offshore centres either, many are set up in deprived areas of the UK "up North", where employees are so thankful they have a job that they turn a blind eye to any illegal activity they see, or are expected to participate in. In most cases, if caught, it is the employer that is in trouble, rarely the employees who are pressured into doing wrong.

 

[Casinomeister]

Actually thats normal chat session , with customer being frustrated due to lack of knowledge from CS. No bad words has been exchanged...

You don't have to use a "bad" word to come across insulting and rude. If the person didn't understand you - which was the case - you should have asked for a supervisor. Instead you chose a path of belittlement and bigotry. If this would have happened in land based operation, you probably would have been punched in the face.

 

[243 lines=daft]

If this would have happened in land based operation, you probably would have been punched in the face.

hang on... I thought they sat you down in the cellar and made you eat a casino chip.. or have i been watching the wrong movies

On a serious note I suspect that people like the OP are rude to Online Casino CR staff in ways they would never dare in real life, and that probably has a real knock on effect on courteous players trying to get a problem sorted.

Example. For several weeks now I've been trying off and on to explain to William Hill CR staff that their Caribbean Std Poker game is broken (it basically doesn't pay you when you win! though it settles correctly after you exit the casino) but they switch off as soon as you suggest the actual game is flawed (ie the exact kind of accusation they're likely to hear from rude abusive types day in day out in live chat)

 

[Markus_Demon]

On a serious note I suspect that people like the OP are rude to Online Casino ...

rude to online casinos? are you serious?! its the otherway around. They insult customers by putting poorly educated people on CS.

When they have a payout ratio of 95% what happend to that 5% casino share? its what customer pay for customer service, games etc.. so it's not something i get for free, when people pay them their hard earned money they expect service too.


By defending joke casinos like mr green you give the rest of casinos reason to handle customers badly..i dont get what constractive about it when some users jumpb and knowingly defend an action which is poorly handled by Casino CS...

 

[bigjohn]

..i dont get what constractive about it when some users jumpb and knowingly defend an action which is poorly handled by Casino CS...

I think you are kinda missing the point.

If you don't get a satisfactory response from CS you should elevate it to the next administrative level, not the next level of anger or belittlement.

Here in the US we are plagued by bad telephone CS on just about everything. The only reasonable action you can take is to stop patronizing businesses that you are unhappy with and shift to those that do things the way you like them done. Some of the businesses here are starting to get that message and are bringing their CS back to the US and it is good for the customers, good for the business and good for the Country.

You will get nowhere asking someone a question that they don't know the answer to no matter how loud, rude, or nasty you get. If anything, you will get moved to the back burner.

 

[vinylweatherman]

hang on... I thought they sat you down in the cellar and made you eat a casino chip.. or have i been watching the wrong movies

On a serious note I suspect that people like the OP are rude to Online Casino CR staff in ways they would never dare in real life, and that probably has a real knock on effect on courteous players trying to get a problem sorted.

Example. For several weeks now I've been trying off and on to explain to William Hill CR staff that their Caribbean Std Poker game is broken (it basically doesn't pay you when you win! though it settles correctly after you exit the casino) but they switch off as soon as you suggest the actual game is flawed (ie the exact kind of accusation they're likely to hear from rude abusive types day in day out in live chat)

Tell them it pays out, then pays out AGAIN when you exit the casino. They will take it seriously then! (Stay away from the game after this though, as they may decide to freeze your account while they go looking for this bug.

This attitude that "our games are infallible" does not only frustrate players, it leaves an exploit in favour of the player exposed for months, even though it is getting reported. Unreported exploits can run for YEARS, and only get exposed when so many players are doing it that it skews the payout stats, causing the casino to look into matters themselves.

 

[chuzzleaddict]

Hello guys,

As a few as you may know from a couple of recent threads by me, I've had more than my fair share of CS problems at Mr Green and I have spoken to the CS reps mentioned here by name, Merryn quite extensively both via e-mail and phone. I had to elevate my frustration to a CS team leader eventually named Andrew Stewart, who again I chatted to for quite a long time on the phone about all the problems with CS and the confusion and complication/frustration it causes. I think they are aware of their shortcomings in this area and things will start to improve. I agree that it is not the right course of action to become rude or obnoxious to your CS rep, just ask for your issue to be elevated to Andrew and he will more than likely contact you ASAP.

In fairness, I now go directly to Andrew or my VIP manager Kate who was assigned to me and things have been much, MUCH better.

I think they are just possibly understaffed/undertrained and have problems with communications between departments, a bit of improvement is certainly required. There is always the rep here Ali too, who you can discuss matters with and seems to be quite pro-active.

For what its worth OP, they are not 'Indian kids' -all are in an office in London and if you do telephone,are very courteous and will try to help you as best they can.

 

[dunover]

Sorry, but I don't think the OP was 'bigoted' at all. Here in the UK Indian call centres are the bane of many a customer. The people who man them are mostly decent and educated, but the heavy accent makes it difficult to understand them frequently, plus they have difficulty undertsanding regional accents here. You find yourself repeating the simplest sentences over and over, until you nearly turn into a raving Klansman. It has become such an issue that banks and insurance companies now boast on TV ads. of their 'new UK call centres' as it gives them a few brownie points (no pun intended). The real message is of course 'you will be talking to British people' but obviously our draconian anti-free speech laws prevent them from saying so.

This is an international forum and views/what is considered acceptable vary from country to country. The OP has been impatient and brusque no doubt, but I don't think it's right to accuse him of a racial slur any more than I would accuse YOU of one if you said 'tonight I'm going for a chinky'......
(Chinese takeaway food for those not familiar with UK parlance).

 

[bowlingbob]

You don't have to use a "bad" word to come across insulting and rude. If the person didn't understand you - which was the case - you should have asked for a supervisor. Instead you chose a path of belittlement and bigotry. If this would have happened in land based operation, you probably would have been punched in the face.

Yeah right ...like any land based casino would EVER tell you your RTP. Thats one of the few things I do appreciate about most online casinos is how upfront they are with you on payback percentages and RTPs. In land based casinos thats all a vague secret.

 

[dionysus]

Sorry, but I don't think the OP was 'bigoted' at all. Here in the UK Indian call centres are the bane of many a customer. The people who man them are mostly decent and educated, but the heavy accent makes it difficult to understand them frequently, plus they have difficulty undertsanding regional accents here. You find yourself repeating the simplest sentences over and over, until you nearly turn into a raving Klansman. It has become such an issue that banks and insurance companies now boast on TV ads. of their 'new UK call centres' as it gives them a few brownie points (no pun intended). The real message is of course 'you will be talking to British people' but obviously our draconian anti-free speech laws prevent them from saying so.

This is an international forum and views/what is considered acceptable vary from country to country. The OP has been impatient and brusque no doubt, but I don't think it's right to accuse him of a racial slur any more than I would accuse YOU of one if you said 'tonight I'm going for a chinky'......
(Chinese takeaway food for those not familiar with UK parlance).

Just because it's common, doesnt make it any less offensive:

In the United Kingdom, chinky (or chinky chonky,[1] in parts of northern England known as a chinkies, always in the plural) is a slang name for a Chinese takeaway restaurant or the meal that one buys from such a restaurant. Chinky is the adjectival form of chink and, like chink, is a highly offensive ethnic slur for Chinese and other Asian people.[2]

 

[dunover]

Just because it's common, doesnt make it any less offensive:

In the United Kingdom, chinky (or chinky chonky,[1] in parts of northern England known as a chinkies, always in the plural) is a slang name for a Chinese takeaway restaurant or the meal that one buys from such a restaurant. Chinky is the adjectival form of chink and, like chink, is a highly offensive ethnic slur for Chinese and other Asian people.[2]

It is the rise of the professional/obsessional umbrage-taker that has helped turn our country (and others) into a nation of snitches and trouble-makers, whereby the rest of us have to tread on eggshells.

If you're British and don't like the term 'Limey' don't go emigrate to the USA. If you don't like the Aussie term 'pom' don't emigrate to Australia.
If you don't like our terms and expression, mooted when we were a free and homgenous nation, then don't emigrate to the UK.
Grow some balls people.

 

[dionysus]

You're free to say whatever you want...in your home, to your friends, whatever. What you aren't free to do is toss around slurs in the forum

 

[Balthazar]

Sorry, but I don't think the OP was 'bigoted' at all. Here in the UK Indian call centres are the bane of many a customer. The people who man them are mostly decent and educated, but the heavy accent makes it difficult to understand them frequently, plus they have difficulty undertsanding regional accents here. You find yourself repeating the simplest sentences over and over, until you nearly turn into a raving Klansman. It has become such an issue that banks and insurance companies now boast on TV ads. of their 'new UK call centres' as it gives them a few brownie points (no pun intended). The real message is of course 'you will be talking to British people' but obviously our draconian anti-free speech laws prevent them from saying so.

This is an international forum and views/what is considered acceptable vary from country to country. The OP has been impatient and brusque no doubt, but I don't think it's right to accuse him of a racial slur any more than I would accuse YOU of one if you said 'tonight I'm going for a chinky'......
(Chinese takeaway food for those not familiar with UK parlance).

Outsourced CS is a plague everywhere, but don't blame the poor guys for not understanding you. Blame the company that hired them to save a few bucks.

 

[dunover]

You're free to say whatever you want...in your home, to your friends, whatever. What you aren't free to do is toss around slurs in the forum

Well we'll leave it there then.
Some think it's a slur, some don't.

Each to their own.

 

[dionysus]

well, we'll leave it to Max, Simmo or Bryan; as it's their call.

 

[Nifty29]

rude to online casinos? are you serious?! its the otherway around. They insult customers by putting poorly educated people on CS.

When they have a payout ratio of 95% what happend to that 5% casino share? its what customer pay for customer service, games etc.. so it's not something i get for free, when people pay them their hard earned money they expect service too.


By defending joke casinos like mr green you give the rest of casinos reason to handle customers badly..i dont get what constractive about it when some users jumpb and knowingly defend an action which is poorly handled by Casino CS...

You have no clue. Seriously.

Can you point to where anyone in this thread has said the CS handled your query well? Good luck with that.

The gripe that they DO have is with people like you who carry on like a 5yo who was denied their icecream after dinner. You make it harder for the rest of us when WE have an issue that requires assistance.

Dunover.....I find your choice of phrase and overall attitude towards race in this thread and others disturbing.

 

[just play]

I am 100% Polish.

I get called a "pollock", this is supposed to offend me but it doesn't.

We probably have the most jokes told about us, besides blonds (sorry blonds, don't go off on me now, lol)

I don't get offended at all. My thoughts are some people get offended more easily than others, and the world has become so PC is laughable, almost like you can't even joke around with anyone anymore.


BUT...the weird thing is I say to myself "oh no he didn't" when I read something someone said to someone else that could be construed in a certain way. I didn't like that "indian" comment.