Poker Complaint Winning Poker Network live chat support - is it like this for casinos, too?

[winbig]

Wow, really?

I won't go into the details about what happened to get me to contact live chat, but the end result befuddles me. It took 17 minutes from the time the rep "answered" my chat request, to get to a resolution and disconnect for a simple issue. Most of the time spent was waiting several minutes at a time to receive responses to my questions.

Towards the end (after 15 minutes of this,) I finally asked him flat out if he was helping other customers as well as myself at the present time, to which he answered yes, he was helping several other players at the same time. How rude! The rep himself wasn't rude, I'll give him that. The whole thought of the company requiring CSR's to help multiple customers at the same time is just mind boggling. I'd much rather wait in a queue to be helped rather than wait 3-5 minutes between responses from the rep. Especially when they don't respond with a "I'll be with you in just a minute." They just leave you sitting there wondering what's going on. How can you provide quality service if you're helping 5+ people at a time and can't give each person the individual attention they deserve? imo, this is Customer Relations 101 knowledge.

Anyways...

[/rant]

 

[ACR Rep]

We really value your feedback!

We have always believed that the best comments and ideas come directly from our customers. We greatly value the firsthand impressions and critiques that only our players can provide.

We are very pleased to inform you that we have forwarded your complain directly to our Management team. We will thoroughly review these matter; rest assured that we always deploy our resources towards the general desires and needs of our customers.

Feel free to always send us a private message with your user information if you have any other inquiry or issue that hasn't been solved.

 

[homerbert]

We really value your feedback!

We have always believed that the best comments and ideas come directly from our customers. We greatly value the firsthand impressions and critiques that only our players can provide.

We are very pleased to inform you that we have forwarded your complain directly to our Management team. We will thoroughly review these matter; rest assured that we always deploy our resources towards the general desires and needs of our customers.

Feel free to always send us a private message with your user information if you have any other inquiry or issue that hasn't been solved.

Winbig, did you PM'ed rep with your details?
Otherwise what does they forwarded?
Love typical replies...

 

[winbig]

Winbig, did you PM'ed rep with your details?
Otherwise what does they forwarded?
Love typical replies...

Actually, he knows who I am....we've had previous dealings (in a good way) But I'm happy with them forwarding the feedback/complaint to management.....even though it is a form letter that was posted

I guess my main question here is, is it like this for all online casinos and poker rooms, or just the WPN network of cardrooms in general? I've been told that support for all WPN poker rooms are handled at one central location. There's (I believe) 10 rooms on the network, so you can imagine how busy they are.

 

[homerbert]

Then it's nice, it is always great when operators hear us(players).

 

[kahntrutahn]

I see the ACR rep was banned from the forum for self-promotion. *sigh*

I'd just like to add to this complaint that their affiliate department has been very slow and sub-par over the last year. I have met the women in the affiliate department, had dinner with them, shared some drinks, laughs, and stories. However, while I find them to be nice people, they are very slow at doing their jobs. A

re we their biggest affiliate? No. But we do 5 figures of business a month and it irks me to no end when I'm told to expect a response in 2 days and I end up following up 7 days later because nothing has happened. Only to be told "I'll get right on that" and then I have to send another message the next day to follow up. That message is ignored. I then follow up at total of 14 days later and get another excuse.

This happens constantly and it's very irritating. I have one pending now for over 2 months with zero resolution. I've been promised email reports from mysterious person I've never met for over 2 weeks, nothing.

There are a few reasons why we don't go out of our way to send them more of our traffic, and this is one of those reasons.