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Tough group tonight………
not being big on getting free traffic; I can only answer that a player costs me about $150 and up which is why I get so frustrated at casinos that allow a snotty customer support agent chase off my player because they didn’t get it right in order to get their $20 bonus or what have you.
shit I’d pay the extras out of my own pocket to avoid losing players over squabbles about anything $20 or less; yet you’d be apolled at some of the stories I can tell you about customer support agents.
here’s a letter from a prominent casino who I have taken out their name because this is 2 years old or better, but a perfect example of what I mean. I had to go over the support’s head and if not for my position, I would never had a chance to have someone of power hear this tale.
begin letter
My name is xxxxx. I am the customer services manager for The xxxxx Casino.
Your case was brought to my attention by xxxx at xxxxx (the aff program manager).
I am just sorry that your case had to be brought to my attention through these channels and that it had to come to me at all!
I would firstly like to inform you that the $7 balance has been transferred to your open casino account: xxxx. I have also added $20 compliments of the customer services department as a token of appreciation for your understanding and patience with us.
Steve, I am shocked and horrified at the poor service you received from customer service representatives at our contact center. Firstly, let me assure you that this matter is being dealt with at the highest level. Secondly, I want you to know that this type of service is not indicative of the level of service we usually give to our customers.
We at The xxxxx, pride ourselves on being knowledgeable and informative and especially friendly to all our customers who are all treated as valued customers. I realise that as an affiliate you would like to know that your customers are being treated the same way as well.
I would like to personally assure you that this is the sort of query that we should not have to deal with; logisitics or technical difficulties is something beyond human control, but this is unacceptable.
I would like to say in closing that, if there is anything further you need assistance with or are unsure about, please feel free to drop me a line anytime and I will gladly assist you further.
Please be assured that your valued players are also ours and we endeavour to always maintain our high standards of service so people keep coming back and are not only satisfied with their experience at The xxxx Casino, but want to come back.
Kind regards,
xxxxxx
end letter
The situation was that I had started two accounts, but because I don’t ever claim bonuses, I didn’t expect trouble.
They froze my account anyway, so I contacted them telling them that I had not put enough money into the account to even claim a bonus ( I was at the time scouting for a suitable replacement for flashvegas.com , which has just closed down for remodel- and I wasn’t really there to gamble at all, but when I say I check out a casino, I do it for real; so I had deposited twenty dollars as I had been doing at all the flash casinos:-),And anyway, they said they had closed down the newly opened account, sent me my info for the old account, but I went through hell trying to get the $7 switched into the old account.
They finally had asked me to look up my stats for play on that given day, …..blah blah blah……blah…..
So I wrote them back asking them how they expected someone that couldn’t remember his account number, or if he’d ever even played at the casino before; to be able to go into their stats and fish out the info they required?
They sent me back a bunch of “blah blah blah”, and by then I had enough, so I sat down and wrote them about how a few air-conditioned hotels in the middle of the biggest desert in America; had managed to turn themselves into the Las Vegas that stands today.
Customer Service. And I felt they needed a little work on theirs.
And I sent a copy of the letter to everybody I knew, from the lowest customer service agent that I had started with; to the top of the mountain.
Because these casinos need to understand that we as players will not put up with anything less than “Las Vegas” style standards of customer support. That is what Las Vegas gamblers have come to expect so all things considered about the bad side to our industry, the good casinos have to be damn good to keep the big rollers.
I mean, here’s chump not wanting a bonus; putting in NETeller money up front, and for $7 they want to run off my player that cost me $150 to become a real depositing player.
where is the business sense in that?
I quote from the movie casino at the end when Deniro is telling how it is nowdays, he remarks about a whale showing up with a suitcase with 4 million in it and some 23 year old cashier is asking for the man’s SS#.
which btw was not the case last time I was there but that was close to twenty years ago. back then they still catered to the player that showed willingness to play.because of the doubt of integrity and the saturation of cheats by non-payment in our industry, reputable casinos MUST to stand out in the crowd have excellent support and people willing to comp a customer about a hand of video poker, if he says he got cheated out of a flush, and he’s not a habitual bitcher; give the man the flush win and go on. don’t argue with him over money you’ll have back in your pocket in 5 min time.
“………
Customer Service. And I felt they needed a little work on theirs.And I sent a copy of the letter to everybody I knew, from the lowest customer service agent that I had started with; to the top of the mountain.
Because these casinos need to understand that we as players will not put up with anything less than “Las Vegas” style standards of customer support. That is what Las Vegas gamblers have come to expect so all things considered about the bad side to our industry, the good casinos have to be damn good to keep the big rollers.
I mean, here’s chump not wanting a bonus; putting in NETeller money up front, and for $7 they want to run off my player that cost me $150 to become a real depositing player.
where is the business sense in that?
I quote from the movie casino at the end when Deniro is telling how it is nowdays, he remarks about a whale showing up with a suitcase with 4 million in it and some 23 year old cashier is asking for the man’s SS#.
which btw was not the case last time I was there but that was close to twenty years ago. back then they still catered to the player that showed willingness to play….”I think that, properly edited, this piece would be great content on your site!
:p
I find that a player costs about $150.00 for me, too.
