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Vanguard Casino Strange?!? chat support

Discussion in 'Online Casinos' started by mellowmenjo, Sep 28, 2009.

    Sep 28, 2009
  1. mellowmenjo

    mellowmenjo Dormant account

    Occupation:
    bartender
    Location:
    Netherlands
    Hi All,

    Just had the strangest chat session ever with an accredited casino at casinomeister.
    Ok they are still on the babtism list.
    Because they where new on this list I thought I give them a try.
    As always I'm just checking support about the excluded games.
    (as I've been robbed in the past.:mad:)
    I know my English isn't perfect, but my understanding off English is perfect.
    Well let's just post the chat and see what others have to say......

    info: You are now chatting with 'Nikki'
    Nikki: Welcome to Vanguard Casino Live Support. How may I assist you?
    Menno: Hi Nikki
    Menno: Wanna make my first deposit
    Menno: with the 100% bonus
    Menno: Now just to be clear
    Menno: Only the progresive slot mega moolah is excluded?
    Menno: All other slots are ok?
    Nikki: May I have your Login name and email address please?
    Menno: *******
    Menno: *******
    Nikki: Only slots and i-slots are allowed on the bonus . No video slots or progressive slots are allowed.
    Menno: ok so all videoslots are progresives 2?
    Nikki: No those are not allowed
    Nikki: Only slots and i-slots are allowed on the bo
    Nikki: bonus*
    Menno: Roulette, Blackjack, RedDog, Baccarat, Keno, PaiGow, War, ThreeCard, LetItRide, Videopoker, Craps, DoubleUp, CaribStud, ScratchCard, Slot Progressive
    Menno: those are on the list
    Menno: I don't see video slots on there
    Nikki: And the games in the list are not allowed on the bonus
    Nikki: Roulette
    Nikki: Blackjack
    Nikki: RedDog
    Nikki: Baccarat
    Nikki: Keno
    Nikki: PaiGow
    Nikki: War
    Nikki: ThreeCard
    Nikki: LetItRide
    Nikki: Videopoker
    Nikki: Craps
    Nikki: DoubleUp
    Nikki: CaribStud
    Nikki: ScratchCard
    Nikki: Slot Progressive
    Nikki: any games there cannot be played on the bonus
    Menno: yes I understand. But videoslots are not on that list
    Menno: Or am I getting crazy?
    Nikki: If you want to go a head and play it go a head but there might be the possibility that you may not be able to withdraw as your winnings and bonus may be counted null and void
    Menno: Yes I understand that. But to be clear....
    Menno: They are not on the list
    Menno: But they still are excluded
    Nikki: And as i have explained if you want to play them it is up to you as i have already suggested the games to play
    Menno: Again I do understand.
    Nikki: If you wan to play video slots that is your decision
    Menno: But why in heavens name aren't they on the list
    Menno: I came here because you are accredited by casinomeister. That means I can trust the casino. But don't understand why a casino put's excluded games on a list, but forget to mention videoslots are also excluded
    Nikki: And again i repeat myself, you can play it if you like that is your decision
    Nikki: Well as you can see it is not in the list if you want to play it go a head
    Nikki: that is your decision
    Menno: yes but when I play it my winnings are void
    Menno: shouldn't you change the restricted games listed then?
    Nikki: I said "may" i never said it "would"
    Menno: HUH?
    Menno: So support can't tell me what I can and can't play?
    Nikki: And as you have have said it is not in the list so if you want to play it go a head
    Nikki: again that is your decision
    Menno: Could I please have a copy of this chat?
    Nikki: You can chose to save it when you close the chat
    Nikki: Is there anything else I can help you with?
    Menno: Yes. Don't you find this strange. You! (support) tell me video slots are excluded. But now say it's my own desicion? So can or can't I play them with any chance on my winnings being void?
    Nikki: As i can see here that game is not in the list so you can go a head and play it as you wish. That is up to you where you play it yes or no.
    Menno: So can or can't I play them with any chance on my winnings being void?
    Nikki: no
    Nikki: go a head and play
    Menno: ok that's not a right answer to the question
    Nikki: Is there anything else I can help you with?
    Menno: sorry but you are really confusing me
    Nikki: Sorry for the misunderstanding
    Menno: yes answer the darn question
    Nikki: About the game i saw the video poker for video slots
    Nikki: That is why i told you that you could not play it
    Nikki: But as i can see you were correct that is not in the list you are able to play it
    Menno: Darn it. Just say that next time
    Nikki: sorry about that
    Nikki: my bad
    Menno: instead of avoiding the true answer
    Menno: If you wanna get players and keep them
    Menno: bye bye
     
    2 people like this.
  2. Sep 28, 2009
  3. Pulver

    Pulver Senior Member PABaccred webmeister

    Occupation:
    Technical
    Location:
    Tellus
    LoL, that is truly strange.. Nikki should drink some more, or some less of something. Atleast she got it right at the very end. But I agree, it should not be that hard to get it right on the first try.
     
  4. Sep 28, 2009
  5. GGW Laurie

    GGW Laurie Dormant account

    Occupation:
    Self Employed
    Location:
    In the Beautiful South !!
    :eek::eek::confused: Is what came to mind when i read that chat......................laurie
     
  6. Sep 28, 2009
  7. slotheadlizard

    slotheadlizard Senior Member

    Occupation:
    Movie mercandiser/Researcher
    Location:
    The Nati USA
    ????

    Clearly they did not know what the heck they were talking about. Perhaps they should have included a manager to help them. I give em a little slack as they are new.
     
    Last edited: Sep 29, 2009
  8. Sep 28, 2009
  9. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    How many players would have though "WTF - can't even play (video) SLOTS now with a bonus" and gone away looking for somewhere better to play.
    This is a CRUCIAL distinction to get right, because the slots make up the vast majority of games, and to mistakenly say they are excluded, along with the usual list of games, leaves the impression there are almost no included games.

    The other part was completely inexcusable - telling a player to just go ahead and play "at their own risk of winnings being void" rather than calling in a supervisor to help, or advising the player to await clarification from management.

    In any case, being an Accredited casino (even if baptism by fire), it would have been honour bound to pay if a game NOT on the list of exclusions was played in good faith.

    This shows up a shortfall in front line CS, even though it would have worked out OK in the end (and did in this case because of the perseverence in dragging a proper answer out of the CS agent).
     
    1 person likes this.
  10. Sep 29, 2009
  11. felicie

    felicie Ueber Meister PABnononaccred

    Occupation:
    self employed
    Location:
    somewhere else
    Ah come on! New to what? To treating customers like caca? I'm sorry but there is nothing new about any of these rivals except what I just said and they make me feel like a grumpy old poop and I don't like that either. Have a nice day and thank you.
     
  12. Sep 29, 2009
  13. slotheadlizard

    slotheadlizard Senior Member

    Occupation:
    Movie mercandiser/Researcher
    Location:
    The Nati USA
    felicie

    I was under the impression that Vangaurd was a new Rival Casino, certainly new to the CM list. I'm not saying being new is an excuse for misinformed answers. Sorry you feel like feel like grumpy old poop, I have no idea what that feels like. Good Luck
     
  14. Sep 29, 2009
  15. felicie

    felicie Ueber Meister PABnononaccred

    Occupation:
    self employed
    Location:
    somewhere else
    Oh I am sorry slotheadlizard for acting like an old poop. It just seems like Rival keeps popping out new ones all the time and they should know well how to treat us by now. Thats all. Thank you. ;)
     
  16. Sep 29, 2009
  17. slotheadlizard

    slotheadlizard Senior Member

    Occupation:
    Movie mercandiser/Researcher
    Location:
    The Nati USA
    No Problem

    Don't worry about it. :) I know that Rival's can be frustrating! My main problem with them is not being able to win on any of their games.:rolleyes
     
    1 person likes this.
  18. Sep 29, 2009
  19. slotheadlizard

    slotheadlizard Senior Member

    Occupation:
    Movie mercandiser/Researcher
    Location:
    The Nati USA
    No Problem

    nothing, don't know how to delet double post?
     
    Last edited: Sep 29, 2009
  20. Sep 29, 2009
  21. big_mac

    big_mac Experienced Member

    Occupation:
    student
    Location:
    uk
    While the CS made a bad mistake, got confused, and dealt with it really badly, I still don't really see the need to be nasty to them.
    That's about the time that I would have disconnected.....
     
  22. Sep 29, 2009
  23. oldtrvlagt

    oldtrvlagt Dormant account

    Occupation:
    Self Employed Travel Agent
    Location:
    Iowa
    I worked in a service based industry for 25 years..."answer the darn question" is nothing. In fact, after dealing with many,many CS people IMHO he was very controlled. At the point he was at I would have lost it. Right now I'm dealing with a casino I have played at for months but just because I used a new credit card I had to send in a copy of it...I have had to email them to see if everything was o.k. If I hadn't I never would have known they couldn't "read the cc" because it was too dark. Send it again, another day goes by...no answer. Everyone knows the withdrawal won't be approved until docs are approved. It's a stall. I ask CS...they just say if the casino needs anything they will contact me. They are, more times than not, NOT helpful.

    Sorry but I don't see his conversation as nasty....I see it as controlled frustration....just my opinion.
     
  24. Sep 29, 2009
  25. GGW Laurie

    GGW Laurie Dormant account

    Occupation:
    Self Employed
    Location:
    In the Beautiful South !!
    Ditto, i have seen chats posted on this forum that were just down right ugly from players, this poster showed restraint, whereas some would have said far worse imo..............laurie
     
  26. Sep 29, 2009
  27. same_old

    same_old Dormant account PABaccred webmeister

    Occupation:
    12th man
    Location:
    Australia
    Absolute shocking chat transcript, does this place have call centre managers that monitor the live chat and provide support to there own staff.

    That staff member didnt even have a clue as to what was going on and was very vague within the whole conversation, what use was he to the customer??- none at all.

    Seriously if place like this allow this type of stuff to happen without measures in place such as coaching and training for there own staff and address things like this with them then it doesnt show much, no organisation- no monthly feedback etc.

    It is crap that us cleints have to suffer being told wrong things from cusotmer support and WE are the ones who wear the consequences of there actions. It's not our fault we are told the incorrect info so the casino should honour what is said in chat, but do they ever honour there mistakes???

    Only a handful of places would, 32red, and some others I know would.

    Same_old
     
  28. Sep 29, 2009
  29. same_old

    same_old Dormant account PABaccred webmeister

    Occupation:
    12th man
    Location:
    Australia
    Hi Menno,

    obviously you saved the chat transcript, can you by any chance send an email back to the casino and out ATTENTION: team leader/superviros or shift manager, please see chat transcript and also give your respopnse in there,hopefully they will read it and maybe provide caoching for this staff member.
    A lot fo things go unnoticed from the managers and they dont know so bringing this to there attention will hopefully sort that.
     
  30. Oct 1, 2009
  31. clj7221

    clj7221 Dormant account

    Occupation:
    Private
    Location:
    U.S.A.
    The 2 best reps in Rival Help chat are " Ray" and "Liz" they take the time to help you. From experience many other reps loose patience if you question them to much and leave you on hold again and again and the end result is
    " we will mail casino management and they will get back to you in 48 hours"
     
    1 person likes this.
  32. Oct 2, 2009
  33. mellowmenjo

    mellowmenjo Dormant account

    Occupation:
    bartender
    Location:
    Netherlands
    Thnx for all the reactions guys/girls,

    Good tip Same Old!
    Tho I thought posting it here would give the team leader etc. the opertunaty to learn from their mistakes!
    If I where on the Baptism list on CM I would take a good look at this forum.
    Isn't that where the Baptism list is for? We are asked by CM to post here about the new baptisms.
    So good managment would come here, look and learn! (and post ;) )

    Then my reaktion to the sentence with "darn it" in it.

    I said that A. Due to the waiting time between answers
    B. because Nikki wanted to flee. "Nikki: Is there anything else I can help you with?"
    C. Because I already got the feeling I was right and Nikki already knew that, but instead of Nikki doing the right thing. She rather wanted to leave me in doubt then saying sorry and give me the right info.
    D. The way she handeld this (to me and future CM custummers to vanguard) was far!!!!!! more rude then my two words "darn it"
     
  34. Oct 6, 2009
  35. osulle

    osulle Ueber Meister CAG mm4 mm1

    Occupation:
    life
    Location:
    Northern hemisphere
    Then my reaktion to the sentence with "darn it" in it.



    I said that A. Due to the waiting time between answers
    B. because Nikki wanted to flee. "Nikki: Is there anything else I can help you with?"
    C. Because I already got the feeling I was right and Nikki already knew that, but instead of Nikki doing the right thing. She rather wanted to leave me in doubt then saying sorry and give me the right info.
    D. The way she handeld this (to me and future CM custummers to vanguard) was far!!!!!! more rude then my two words "darn it"[/QUOTE]

    Hi Mellow I thought you showed restraint through the whole chat. If that were me, I would have lost it. As far as getting the correct answer in the end, I would think that the damage was done and would not deposit there. When a CS agent like Nikki is evasive and refuses to admit a mistake was made until she had no choice then I would wonder if the casino had something to hide (which I am sure is not the case)
    I downloaded Vanguard a couple of weeks ago and contacted their customer support and was so impressed with the level of service I promptly uninstalled the software. Some casinos have great CS support (3Dice and Casino Titan) so if they have courteous people who answer questions then why can't they all?
     

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