Do I have my expectations set too high with customer support's ability to act?

[binshakindown]

This particular casino has live chat and is run by a reputable group. I rarely take bonuses offered by a casino, so my deposits are free and clear. However, after several deposits and no withdraws (actually never have withdrawn from this casino), I figure I would ask CS about a discretionary, no deposit bonus on my last few deposits. I never have a problem when a casino's response is something like, sorry, but no.

Here is where I think this particular CS breaks down a bit. I go into live chat and ask for a no deposit bonus. CS does not say no, they say I have to e-mail some other support department (something like, loyalty customer support). So I send an email to the address CS provided and uhm...all I hear are crickets....maybe it was because it was a Saturday and Sunday. Okay, so they have live chat, but this is out of their scope of services, and I get no notification that this special email address even received my request. Maybe I expect more out of a CS, since most casinos that have live chat also have CS that can support.

I guess my real question is: Do you as a player expect CS to be able to address simple, common, everyday questions and not have that question passed off somewhere else.

Maybe during Monday through Friday, the live chat CS would actually contact the special no deposit bonus department on my behalf and then....maybe.

 

[dionysus]

I actually sat in support waiting for an answer in bet365 last night; got bored, hung up.
I guess it's hard to know at times what's going on on their end. Is there a team of support? one or maybe 2 people? Are they swamped, or just stupid? Maybe the best route is to build loyalty and ask who your personal manager is and correspond with him for bigger concerns or requests and pm him.
For eaxmaple, general enquiries at GoWild, I ask a CSR, by email my manager for comps.
With 32Red, I find CS can pretty much answer all my Qs and dont need to bug Mark
With RedBet I pop off a msg to Andy cuz he's generally about and amiable

 

[chuzzleaddict]

I guess it might be that they don't the live CS operatives don't have the 'authority' in some cases to approve free chips or suchlike. I've had it happen in some cases where it has to be referred elsewhere, but likewise I've had CS operatives that are able to sort something there and then. I guess its different at different casinos as to what 'power' they give to CS in live help.

And as the poster above me stated, it is often the best to build a rapport with a certain member of the team (esp. if you are a VIP) and direct all enquiries to them.

 

[243 lines=daft]

As long as the communication is there, that's the important thing for me.

e.g. Intercasino's MC3 promotion was meant to give me a bonus on Friday which never appeared, and on talking with their live chat rep it turns out there was a fault that meant all the Friday bonuses won't get assigned until Monday. But because the Intercasino live support is so instant and so clear, I'm happy enough with the outcome of the chat.
(I get the feeling Intercasino are conscious that their promotions, once ahead of the pack, are now lagging behind 32Red for example, but again because they're vocally communicating their focus on changing that this year I'm happy hanging in there. Communication is king)

Having said that I've never really tried establishing an ongoing rapport with one rep as per the advice of the posters above. I may give that a try actually.

 

[binshakindown]

I think that is a good idea about establishing a rapport with one or two CS. I just find it interesting that such a basic request needs to go up the flag pole. This has happened to me the last several times I have asked.

Hey, maybe the reason they send me elsewhere is that I am actual a VIP!! Mistakes happen, so I am okay with CS forgetting to tell me.

 

[mrmark21]

No you're not setting you're expectations to high, customer support is there to do exactly that... support customers Would you walk into a shop and be content that the customer service clerk couldnt answer you're questions? I don't think so. I don't think allot of people would.

I'll continue depositing at 32 Red and Jackpot City because they value/deserve my custom. However won't be depositing at Go Wild or Euro Palace as they've let me down with previous enquiries. Customer service is an important part of the online casino experience.

 

[bigjohn]

There is definitely a huge range on what live chat CS people can and can't do but it's not just on-line casinos, the same thing happens at almost any business establishment. You go to a restaurant and you need a fork, the waitress can handle that, you want a comp coupon because your steak sucked, well you gotta see the manager about that. Thats what is good about this place (Casinomeister), if you stick to the casinos that have a rep here it gives you an extra rung up the ladder of contact if chat or phone CS can't get it done. I have only used the CM reps twice and it seems they really work hard to keep the CM forum members happy. Makes you feel kinda special.

 

[mrmark21]

The word "questions" was more of a generalisation that I used when considering previous customer service enquirys. You would be surprised with some of the most basic questions that customer support isnt trained to answer.

I digress though, I'm comparing other casinos to 32 Red who stands out above the rest

 

[binshakindown]

The word "questions" was more of a generalisation that I used when considering previous customer service enquirys. You would be surprised with some of the most basic questions that customer support isnt trained to answer.

I digress though, I'm comparing other casinos to 32 Red who stands out above the rest

You lucky 32 Red customer! Since I live in the land of make believe, I am limited to a relatively small selection of accredited places. So, to answer my original question, I blame 3Dice for getting me to raise my expectations too high, thus allowing me to forget what normal customer service is like.

 

[gambler777]

I too, for the first time, asked if they had a free chip available. I could not get any of my cards to go through, so need to find a new one. I explained that, and said I would really like to get a little playtime if possible this weekend till I could find a new card. Was told no, they could not do that, and this is a casino I play at almost every day. So, needless to say, I have been in no hurry to go out and find a new card. Good Luck to you.

 

[mrmark21]

I too, for the first time, asked if they had a free chip available. I could not get any of my cards to go through, so need to find a new one. I explained that, and said I would really like to get a little playtime if possible this weekend till I could find a new card. Was told no, they could not do that, and this is a casino I play at almost every day. So, needless to say, I have been in no hurry to go out and find a new card. Good Luck to you.

IMPO you should never expect anything for free. Giving away free chips does not define good customer service, it's based on the whole customer experience... I don't think you would find any land based casinos giving away free chips willy nilly much less ask them, would probably sound something like "I don't have my wallet on me, could i please just have some free money" i think realistic expectations are also important

 

[binshakindown]

Some closure

I PM'ed the representative and the again the forum members were correct. It appears that I do have that inside track to better service. It is refreshing to know that the representative also thinks that my expectations were not set too high.

 

[Slotster!]

We, generally speaking, are spoiled by 32Red.

There are undeniably superb casino representatives here that will always jump on an issue and get it sorted for you - but 24/7/365, in my experience, 32Red will sort out whatever you're after at the first point of contact.

In answer to your question, you do have your expectations set too high when balanced against reality across the industry.

There's no reason why they shouldn't all be like 32Red however, just don't hold your breath!