Please rate this CS (VPL)

[KasinoKing]

How can two simple questions, just requiring a 'Yes' or 'No' turn into a 18 exchange chat session & waste 10 minutes of my life...? See below!

(Sorry to take the piss VPL, but don't you think you deserve it with service like this?)

------------------
Please wait for a site operator to respond.
You are now chatting with 'Cass'
Cass: Welcome to the Casino Support Desk. How can I help you?
KK: Just a quickie; can you confirm if USA players are allowed to play Crazy Vegas casino for real money?
KK: (Restricted states exempt - obviously)
Cass: Which state in the USA are you contacting me from?
KK: England! I'm an affiliate
Cass: There are certain States in the USA that are unable to play on our casino network.
KK: Yes, I know. But can people in the allowed states play at CRAZY VEGAS?
Cass: Yes they can play KK.
KK: At one time I think some of your casino were USA OK, and some weren't.
KK: So all are OK now, yes?
Cass: No KK not all states can play, certain States in the USA that are unable to play on our casino network.
Cass: Those that are able to play on our casino network can play.
KK: Please read my question again (Sheeeesh this is hard work!)
KK: last try: Can people in the ALLOWED states play at ALL of the casinos in your group?
Cass: There are 11 states in the USA that cannot play on our casino network, the rest of the country can play.
Cass: USA however cannot play on Aspinalls casino, that is the only casino the USA cannot play within our group.
KK: Thank you for answering my question! (At last!).
Cass: Is there anything else that I may assist you with?
KK: No thanks, bye!
Cass: It has been a pleasure to assist. Please do not hesitate to contact us again with any queries you may have. Enjoy the rest of your day.
------------------

The most classic line in there was:
Cass: Those that are able to play on our casino network can play.

At the end I was REALLY struggling to hold back the extreme sarcasm...

How would you rate the CS responces?

 

[babs7262]

Hi KK

You know I love you, your da King!!! But...she did answer it pretty quickly and i believe you dragged it on a bit. By the 5th one she said "some state are unable to play" which in my eyes means the 11 states. You could of ended it at that my friend

 

[KasinoKing]

Hi KK

You know I love you, your da King!!! But...she did answer it pretty quickly and i believe you dragged it on a bit. By the 5th one she said "some state are unable to play" which in my eyes means the 11 states. You could of ended it at that my friend

Well, maybe I am expecting too much.

It wasn't that quick though, there were loooooong delays between my comments & the answers.
I guess what really peeves me most is that after making my second statement:-
KK: (Restricted states exempt - obviously)
She/He still felt it necessary to tell me THREE more times that certain states could not play...

 

[lauram]

I agree KK im so very tired of waiting for a response from some of them one time it took her 25 min just to answer me, on if they had gotten instadebit in their deposit methods. Most of the problems they have are they deal with 5 6 chats at a time and only read a lil of what we type. Other day and im still waiting for over a week at a mg casino for a withdraw before i make a 20th deposit first withdraw making sure its ok their response was your under investigation.
I went for what 50 dollars withdraw ive deposit over 500 in there in few months,
you have my id your other sister casino paid me and this was a slot play how in the world could i fix a slot machine to hit anything is beyond me. So ending chat was oh looks ok now but still takes 10 more days to pay you. As far as im concerned they need to step up the training have a lil more leeway with what these service people can do for us. Maybe a idea would be to set them up at a dif casino to play and let them have some probs to contact cs and see how bad some of them really are and how lil they do know.

 

[babs7262]

I agree about waiting a long time for a response, I was just talking about the script, it really doesnt show the time lapse between each question. Some of them are horrible though, I remember waiting over 15 min and I finally said "are you still there" Thats why I think 3dice doesnt advertise because when you have too many customers, the service just goes to shit

 

[bb28]

The time factor does put a different negative light on it.
We all hate it when we ask a question to be greeted by a very long silence and eventually you have to ask the hated question of "are you still there?".
It shouldn't be like that. I think some casino's think if they are able to respond quickly to the initial contact we have with them via chat then that makes the following very slow response time acceptable. It is not acceptable....in fact it sucks!

 

[KasinoKing]

Most of the problems they have are they deal with 5 6 chats at a time and only read a lil of what we type.

I reckon that is exactly right.
Makes you feel really valued as a customer to know you're only worthy of 1/5 or 1/6 of their attention doesn't it!

PS: Who moved my thread???
(Was in the loft).

 

[dominique]

Cass: Those that are able to play on our casino network can play.

Hehe, I needed a good laugh!

 

[RobWin]

Whomever voted that this is "Excellent" customer service.....

I want some of what you are smoking !! Was that you Babs ??

 

[chuchu59]

Well, maybe I am expecting too much.

It wasn't that quick though, there were loooooong delays between my comments & the answers.
I guess what really peeves me most is that after making my second statement:-
KK: (Restricted states exempt - obviously)
She/He still felt it necessary to tell me THREE more times that certain states could not play...

In the business world, this would have been unacceptable but we know what to expect from the current crop of casino CSRs dont we? Actually, I think that I have had more than half a dozen occasions where they were unable to answer some simple questions and each of these sessions lasted more than 1 minutes.

Now arent you glad you only wasted 10 minutes of your life. For me, it is more than an hour.

 

[chuchu59]

Whomever voted that this is "Excellent" customer service.....

I want some of what you are smoking !! Was that you Babs ??

Maybe the voter thought the rating was for KK

 

[Casinomeister]

PS: Who moved my thread???
(Was in the loft).

I did - since I thought it pertained to Online Casinos and not the weirdness that goes on in there

What is frustrating is that many chat operators are assisting several people at a time. That's why the delays...

 

[Jasminebed]

It comes from the top down

Until quite recently my daughter worked at call centre for cell phone activations. Underpaid for the work, shift, and poor support for the operators. Poor paying management jobs, so they do not attract the best of the best. Poor training for employees because they are trying to cut corners. An elaborate rating system for their employees that pretty much guaranteed that no customer would get totally satisfactory response.

But when you are frontline is not "I don't know" or "please I will have someone get back to you" a more appropriate response than asking you the same question three times, or giving the same response to a question you are not asking is not good CS.

Interesting and humourous article at Outdated URL (Invalid). Rotten.com has some nasty stuff, but if you don't want to see it, it is easy to avoid. This link just shows General Audiance photos and content.

 

[zuga]

Well, maybe I am expecting too much.

It wasn't that quick though, there were loooooong delays between my comments & the answers.
I guess what really peeves me most is that after making my second statement:-
KK: (Restricted states exempt - obviously)
She/He still felt it necessary to tell me THREE more times that certain states could not play...

YEs KK you are expecting too much. Ive worked in mobile phone company for 5 months as operator.And let me tell its hard work( lousy paid too )believe me, you have tons of calls on w8ing ,as soon as you finish with one customer,you got another call.
I imagine its the same for online CS. And believe me when i tell you ,your sarcasm would only make things for the worst. When i had customer thats rude,unpolite, or trying to be smart ass, i would simply put him on hold and w8 for couple of minutes, just to get him pissed...hehhe The operators are only humans, so i would give them benefit of a doubt if i were you..
Thats of course not an excuse for lousy service,im just saying some of them are hard working ppl...

 

[babs7262]

Whomever voted that this is "Excellent" customer service.....

I want some of what you are smoking !! Was that you Babs ??

My hand to God, it wasnt me!! I put "average" because CS support is usually just that...average lol

 

[vinylweatherman]

The CS rep clearly knew only as much as KK, but did not have the actual list of the banned 11 states, hence the circular nature of the session.

It would probably have been better to look at the terms from the perspective of a US player, looking for the clause detailing restricted territories. This might have revealed that not only those 11 US states were banned. Casinos ban certain other states where the legality of online gambling is even less clear (or less enforced) than in the US, and they do this for reasons only known to upper management, and it is not possible to reliably work out the other banned states.

 

[VPL]

Shocking Service!

Hi there,

I am embarassed to admit that this is one of my Customer service reps.
The service was absolutely shocking to say the least, and I am taking the matter up with the rep responsible.

I'd like to apologize for this, and hope that nobody will need to experience this level of service from us again in the future.


Curt
Vegas Partner Lounge

 

[Jufo]

That chat session was not so bad. You got your answer quite fast I think. I have seen MUCH MUCH worse...