How do you Find/ Activate the Betfair Live Chat -Thingy?

it's under help, scroll to bottom, fastest way to get in touch, click that

on a race page, if you click on help and then when another window opens, at the bottom there is a box says quickest way to get in touch, click that

Tried that - 'Get in Touch' ....

'Loading' > 'Help is on the Way >  Spinning Clock' .... Then it just takes you back to the initial 'Help' Page ... effectively - 'Going around in Circles'

They must have seen me coming.

Remove all your clothes, descend stairs, open back door, walk repeatedly through a thorn bush.

It won't resolve your issue - but neither will "live-chat" - and this option is quicker/less painful.

try loading it in a diff browser or just check that you're not blocking the pop up message box?

the other day, I was chatting to them perfectly fine using Opera browser and they suggested me using Chrome instead

they probably couldn't hear you over the aria

Must be a Browser issue.

I will Search the Internet for a old version of Internet Explorer 3 - and a 'Dial-Up' Connection Service ...

  - That should be more compatible with Betfair Systems.

https://support.betfair.com/app/home

then click on "get in touch" at the bottom and a live chat box appears

does that work for you ?

select safer gambling and you will be whisked to the front of the queue..........

Thanks - pablo - But I have replied to that,  Above - at 15-12.

just tried it straight thro to an agent told them you where coming for them....

Right - The Pigeon has flapped it's wings - and arrived at Betfair Towers - after I Unblocked his 'Third-Party Cookies' in my Browser Settings

Here is where we are ... or, rather - Are NOT ...
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This is Adinath and I will be looking after your query today. I will aim to reply within 2 minutes.
Adinath at 16:20, Apr 12:

Hello, good afternoon. Welcome to our messaging service, kindly bear with me 10 - 15 minutes while I look into this.


Adinath at 16:23, Apr 12:

Can you please explain your query ?

You at 16:25, Apr 12:
I am a seasoned User of Betfair - Every day, for the past 19 years - so I am No Novice - and FULLY understand the workings of Betfair ... I will now explain the Issue in the next Trenche - after sending you this opening address.


You at 16:31, Apr 12:
Today - the 13-50 race at NEWMARKET was a very, very, CLOSE PHOTO-Finish - The Market was Open for PHOTO Betting, as is normal - BUT - Only stayed Open for around a Minute - Then it was SUSPENDED ..

Some 3 or 4 Minutes LATER - The Judge announced the Result (Which was a Whisker) and the Judge was CLEARLY heard announcing the Result on TV, who stopped talking, in order TO HEAR the Result.

CUSTOMERS were, therefore DENIED the Opportunity to TRade-Out of Positions held in the Pre-Race Market etc - and others could Not Bet to their own judgement on the Photo - thus denying Betfair THEMSELVES further/More Commission ..

WHY was this Market SUSPENDED so very EARLY - when it was CLEAR that it would take some time for the Judge to be perfectly sure of the Result ..

It was sheer INCOMPETENCE on the part of the Betfair Operative who SUSPENDED - and not all satisfactory or Customer Friendly
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30 Minutes LATER

Adinath at 16:49, Apr 12:

You can post your complaint her:
https://support.betfair.com/app/answers/detail/a_id/6158/~/betfairs-complaints-procedure

Adinath at 16:54, Apr 12:

Seeing as things have gone quiet, I am going to close this message. If you need to you can simply drop us a message and either myself or my colleagues will be able to help you.

Conversation closed by the agent  at 16:54, Apr 12
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The Link provided simply takes me back to the earlier Options - and thus 'round in Circles'.
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[b]Shall we Open a Book - on where Adinath is from ? [b]

Evens - India
3/1   - Bangladesh
3/1   - Pakistan

8/1   - Nepal

25/1  - Sri Lanka (or to give it the proper name - Ceylon)

999/1 - Myanmar  (Burma -to those in the know)

1 Million -  Iran  (Persia - please)

I think it's pronounced  - Ad'enough?

I had a similar runaround when trying to get them to explain why I couldn't get live video from Racing TV courses  but could get it from ATR  courses when using chrome. After the agent failing to understand the query no matter how I phrased it , the conversation was closed by the agent.

Twitter is what you make it.

It can be as busy or as quiet as you like.

Rather like having a phone - you don't give your number out to the world but you can use it to make calls.

@onlooker the link provided should take you to a page with this:

"You can contact our Complaints Team by clicking the button below.

Complaints Portal"

Did you try that "portal"

I think he did and disappeared into another dimension

@BetfairCS is the way to go with queries. Yesterday I did a match bet,
missed the race and for the life of me I couldn't remember who the other horse was that I backed against mine. I got the answer in 3 minutes on Twitter so can't say fairer than that really.

So typing is the new talking.

Fair enough - it never causes any misunderstandings or confusion on here

@onlooker - why do you see Twitter as "doing social media"?  As Wesdag says, there's no need to use it like that if it is not your thing - you can just use it like a form of email to contact the likes of @BetfairCS

exactly

I also used to think Twitter was bollocks until I realised how useful it can be.

Using it for Customer Service is just another way for a business to disguise/conceal the fact that the person on the other end hasn't got the first understanding of what they are talking about.

Most likely because they aren't employed by the business you are trying to contact, were recruited yesterday, have had no training whatsoever and are responding to queries for multiple businesses simultaneously from some far flung "contact centre" that treats people like sh1te.

Other than that, I have no objections.

If it was just like e-mail - why not use e-mail iyo?

Cos Twitter is much more interactive than email.

interactive? - talking is interactive - typing is not interactive - it is time consuming and a recipe for ambiguity, misunderstanding, etc.

Twitter surely only exists to harvest your data (for free) and monetise it (for profit)- doesn't it?

It's very handy for me to find out what crackpot schemes my neighbouring boroughs, Southwark & Lambeth, are proposing to destroy the traffic flows that they're L.T.N.'s that nobody wants. Oh and to know what Helen Hayes (M.P.) is up to as well.

Don't get me wrong - I use social media. But once you start accepting it as a medium for Customer Service you are on a slippery slope to the bottom of a muddy pond imo.

@TM

Maybe because I have been typing for my day job since school, I have a completely different take on the typing vs talking thing.
Typing I can write something in advance, review it, take screenshots, make sure I'm happy with the whole thing then engage via Twitter/chat/email.
Talking I find has loads more space for ambiguity - and I'd rather cut and paste bet IDs, market IDs etc than read them out and trust someone to take them down.

Only exception I can think of is First Direct's telephone customer support, which is very good (and UK based)

TM - you can use voice recognition rather than type if you prefer.

Wes - the voice recognition isn't gonna change the fact that the guy/gal on the other end will be newly recruited, barely trained and utterly clueless.

It's the model that accompanies using social media for your Customer Service offering - i.e. the labour model that accompanies it is cheap, disposable labour with poor training, outsourced or remote sourced, high attrition/turnover, etc.

To me it's a statement - if you use Social Media or Type-talk solutions for your customer service - you are looking for the cheapest solution and low cost is more important to you than the level of service or customer satisfaction.

longbridge - I am out of touch (semi-retired) but I worked in and around the telecoms/tech etc industry for 30 odd years and for decades First Direct had a Customer Service offering that was the envy of the world!

I sent many people over the years to their operation in Leeds to see how it is done! - They were always surprisingly (imo) open to visitors/observers (including from their competitors). I suspect they knew it could not be replicated quickly and easily and without significant commitment and investment in their people - and they knew that other businesses weren't prepared to commit/invest and were always just looking for a quick fix/cheap solution.

How does the person's knowledge at other end differ whether you use a phone or twitter?

Tbf, I'd have thought using twitter, you'd at least have more collaborative input?

You can tell in 30 seconds if the person you are conversing with on the phone is competent or not.

You can be on live-chat for 20 minutes - before the person on the other side makes a statement that reveals he is an untrained half-wit that knows nothing about betting, a betting exchange, bet settlement, how the markets work, the rules, etc.

But you are missing the point. The choice made by a business to use social media for its Customer Service offering tells a story. That is my point. The story is - we aren't interested in providing a quality offering, we are looking for the very cheapest solution that is available.

At 11:00am this morning people asked (via Live chat and twitter) for the Live Video that has been present for the past 9 days on the snooker WC Qualifiers to be restored today.

The response is an embarrassment!

Not had any probs using BF on Twitter personally.

Prefer it to the old days when using the phone.

Most people will never have to use betfair live chat and don't know what they're missing.

I bet on the "first goalscorer" and "to score" market.

To settle these correctly requires a lot more effort than other markets which obviously means the settlers make numerous mistakes
by voiding bets on players who have taken part.

I've been able to get these corrected without using live chat most of the time,but not always.

Live chat always follows the same procedure--you tell them that they've made a mistake in voiding player X.

They pass the information on to the settlers who immediately realise that this extra work that they prefer not to do
which means they must make up a reason why the bets were correctly voided.


Your bet lapsed, it was not voided. All that happened was nobody took it

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Okay thank you for your patience

[b]Okay thank you for your patience

[b]Okay thank you for your patience

[b]Okay thank you for your patience

I can confirm they were unmatched

That is not correct

Unfortunately this was confirmed with our settlers. I recommend next time taking a screenshots next time if it gets matched but from our end there is nothing more I can do

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It seems these bets were not matched fully XXXX

Can we just settle the part of the bets that were matched

The traders would not be able to do this as the bet is considered not match if not fully matched.

JML - that is the part that irks me most tbh - for a company that fecks up so regularly they have a remarkable amount of misplaced self confidence and are very defensive.

The first reaction to every situation is that they have not made a a mistake - which they invariably have!

I realise that these people are employed because they are cheap but
you'd still expect a basic level of honesty.

the 2nd leg of the complaints procedure is Escalation Management Team(EMT).

When you tell the live chat that you want to escalate the complaint they immediately finish the chat and it's impossible to contact
EMT by other means.They used to have an email address and they always sorted out any problems quickly.


In a way they've done me a favour--playing these markets on the smaller premiership games has always been marginal,
wafer thin margins,low turnover,40% PC.You only have to add the stress involved in getting paid and it's really not worth it anymore.

I've hardly missed a live premiership game in the last 4 years but that is going to change.

It's the cheapest model on the market (the "type-talk" model) - but having a useless or non-existent Customer Service offering is a false economy. Not just in terms of the customer experience (which is obviously god-awful) but in terms of duplication and triplication and the snow-ball effect.

Solving a problem quickly and accurately once at the first point of contact, coupled with a bit of root cause analysis (to avoid constant repetition) will always be more cost effective than a load of badly trained incompetents botching the same thing over and over and over again.