Chit Chat
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It is about time these people were named and shamed.
I would start by saying that whenever I ring up their customer services, 99 times out of 100 the response is excellent.
But their LIVE CHAT facility which they are trying to push people towards is always a disgrace.
This one is a poker query, but it doesn't matter what you go on for the response is similar.
Pierce: Hello welcome to Betfair you are chatting with Pierce. How can I help?
You: Hi - I have been disconnected from the following poker game
Pierce: Okay, I'll pass you through to our poker team to see if they can help at all.
Pierce has disconnected.
Shaun: Hello welcome to Betfair you are chatting with Shaun. How can I help?
You: I have been disconnected from my current game
You: And after shutting down and restarting the poker client - it is not loading the game
You: 842629656 Turbo
You: Just come back on and 4 out of six people are sat out
Shaun: We are currently having some issues with poker from the iPoker side, We sincerely apologise for this, they are trying to sort it out immediately. Sorry for the problems
Shaun: Yes ok good then you are back
You: No it has gone again
You: And now the client has timed out and shut down
You: Please refund the game as this is not playable.
Shaun: How much was the game for pleasE?
Shaun: I cannot refund this.
You: 5
You: Why?
You: The table won't open so you cannot play and I have to pay for that?
Shaun: The problems are happening for everyone
Shaun: however as a one off good will
Shaun: I will give you a 5e token
You: I dont want a 5 euro token. I want the money back
Shaun: Can't do that unfortunately
Shaun: Please keep trying to access the game
You: So you admit the table is unplayable but are not prepared to refund the games?
Shaun: The issue is from iPoker not from Betfair.
Shaun: I have offered your stake back as a free token
Shaun: but you declined it
You: What is the point of the stake back when the site is not working?
Shaun: Rare problems
You: And legally my agreement is with Betfair - not iPoker
Shaun: which I am offering your stake back, this is the last time I can offer the bet
Shaun: The token*
Shaun: would you like it or no?
You: Enzo is going to love your attitude.
You: I will take it up with him and relay this conversation
Shaun: Sorry but I have informed you that ipoker have been informed of the problems.
Shaun: I am trying to deal with the issue, and I have done all the necessary procedures.
You: No - you have not made any attempt to resolve the issue, are offering a game token for a site which isn't working and are being generally unhelpful. I will take it up with the relevant people
Shaun: I haven't offered anyone their stake back
Shaun: except you
Shaun: ok, nicely said. Have a good xmas. Thanks for trying to have a conversation about this today. All the best.
Shaun: Bye
Shaun then disconnected.
I look forward to your comments.
Kind regards
Wonderful stuff.
I would start by saying that whenever I ring up their customer services, 99 times out of 100 the response is excellent.
But their LIVE CHAT facility which they are trying to push people towards is always a disgrace.
This one is a poker query, but it doesn't matter what you go on for the response is similar.
Pierce: Hello welcome to Betfair you are chatting with Pierce. How can I help?
You: Hi - I have been disconnected from the following poker game
Pierce: Okay, I'll pass you through to our poker team to see if they can help at all.
Pierce has disconnected.
Shaun: Hello welcome to Betfair you are chatting with Shaun. How can I help?
You: I have been disconnected from my current game
You: And after shutting down and restarting the poker client - it is not loading the game
You: 842629656 Turbo
You: Just come back on and 4 out of six people are sat out
Shaun: We are currently having some issues with poker from the iPoker side, We sincerely apologise for this, they are trying to sort it out immediately. Sorry for the problems
Shaun: Yes ok good then you are back
You: No it has gone again
You: And now the client has timed out and shut down
You: Please refund the game as this is not playable.
Shaun: How much was the game for pleasE?
Shaun: I cannot refund this.
You: 5
You: Why?
You: The table won't open so you cannot play and I have to pay for that?
Shaun: The problems are happening for everyone
Shaun: however as a one off good will
Shaun: I will give you a 5e token
You: I dont want a 5 euro token. I want the money back
Shaun: Can't do that unfortunately
Shaun: Please keep trying to access the game
You: So you admit the table is unplayable but are not prepared to refund the games?
Shaun: The issue is from iPoker not from Betfair.
Shaun: I have offered your stake back as a free token
Shaun: but you declined it
You: What is the point of the stake back when the site is not working?
Shaun: Rare problems
You: And legally my agreement is with Betfair - not iPoker
Shaun: which I am offering your stake back, this is the last time I can offer the bet
Shaun: The token*
Shaun: would you like it or no?
You: Enzo is going to love your attitude.
You: I will take it up with him and relay this conversation
Shaun: Sorry but I have informed you that ipoker have been informed of the problems.
Shaun: I am trying to deal with the issue, and I have done all the necessary procedures.
You: No - you have not made any attempt to resolve the issue, are offering a game token for a site which isn't working and are being generally unhelpful. I will take it up with the relevant people
Shaun: I haven't offered anyone their stake back
Shaun: except you
Shaun: ok, nicely said. Have a good xmas. Thanks for trying to have a conversation about this today. All the best.
Shaun: Bye
Shaun then disconnected.
I look forward to your comments.
Kind regards
Wonderful stuff.
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I once had to claim £3 back -a matter of principle rather than money- for a similar (exchange) situation.
There was no question I was right, and no-one disputed it. It took them hours and had to be escalated. The cost in staff/time must have been more than the refund! Common sense doesn't prevail all that often. |
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In fairness to them, I emailed the "chat" to the pokerinfo and also to the head of games customer service, Enzo Comes.
He replied personally within 10 minutes and credited the account with extra as well. The point is the top guys are great - as are the cs people - the Live Chat facility is manned by people who couldn't seem to care less about how they respond. |
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That's a happy ending.
Seems your final sentence says it all though. |