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Would you say this is acceptable from a Customer Service Representative in an online chat? (Not Betfair)...
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23:00:10 https://st1.skybet.com/bet/img/accounts/chat/welcome_poker.html
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23:00:35 We are experiencing a high level of contacts. Please bear with us and we will get to you as soon as possible.
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23:02:05 Thank you for your patience, we will deal with your query as soon as possible.
23:02:45 We're very sorry that we've kept you waiting for so long. If you continue to hold, we'll be with you as soon as we can.
23:03:25 Thanks for your patience, we'll deal with your query shortly.
23:04:15 Please accept our apologies for the length of time it's taken to get to you.
23:05:05 Thanks for holding, we'll deal with your query as soon as an agent becomes available.
23:08:41 Jack has joined this session!
23:08:41 Connected with Jack
23:08:41 Hi Matthew Coups, my name's Jack. How can I help you today?
23:09:03 howdo :). I'm presuming there's a problem with the lobby atm?
23:09:41 I will take a note of your user id and refunds will be given if you are entitled.
23:10:05 no i've not been affected like that. at least I dont think so....
23:10:29 I was playing £42 hu stt'sbut the last one i played is still stuck there and am unable to reg for another
23:10:55 the lobby says the last one (that was finished) is still running
23:12:19 I've logged out and back in to no avail
23:12:31 I will take a note of your user id and refunds will be given if you are entitled.
23:12:57 ummm ok but is there a problem with the sofware (I'm presuming there is) is what I'm asking
23:13:04 as i cant register for another game
23:13:39 so far u've said the exact same thing twice. am i actually talking to a human?
23:14:05 helllo?
23:14:15 hello?
23:14:38 The poker site is currently down at the moment, if you are entitled to a refund these will be given.
23:14:51 ok we got there in the end, ty - (I was about to ask more details).....
23:15:08 BYE
23:15:13 Jack has left this session!
Thanks for contacting us. We are currently experiencing a high volume of contacts and will be with you as soon as possible. If you would prefer to contact us via e-mail please send to help@skypoker.com
23:00:10 https://st1.skybet.com/bet/img/accounts/chat/welcome_poker.html
23:00:10 Thanks for contacting Sky Poker Chat. An advisor will be with you shortly.........
23:00:15 Sorry to keep you waiting, we'll be with you shortly
23:00:25 Whilst you wait, we'd like to let you know that we've got over 80 fantastic games on SkyVegas.com - and you can log in to play using your existing Sky Poker User ID and PIN!
23:00:35 We are experiencing a high level of contacts. Please bear with us and we will get to you as soon as possible.
23:01:05 We apologise for the delay. For forgotten PIN please call 08000 725181
23:02:05 Thank you for your patience, we will deal with your query as soon as possible.
23:02:45 We're very sorry that we've kept you waiting for so long. If you continue to hold, we'll be with you as soon as we can.
23:03:25 Thanks for your patience, we'll deal with your query shortly.
23:04:15 Please accept our apologies for the length of time it's taken to get to you.
23:05:05 Thanks for holding, we'll deal with your query as soon as an agent becomes available.
23:08:41 Jack has joined this session!
23:08:41 Connected with Jack
23:08:41 Hi Matthew Coups, my name's Jack. How can I help you today?
23:09:03 howdo :). I'm presuming there's a problem with the lobby atm?
23:09:41 I will take a note of your user id and refunds will be given if you are entitled.
23:10:05 no i've not been affected like that. at least I dont think so....
23:10:29 I was playing £42 hu stt'sbut the last one i played is still stuck there and am unable to reg for another
23:10:55 the lobby says the last one (that was finished) is still running
23:12:19 I've logged out and back in to no avail
23:12:31 I will take a note of your user id and refunds will be given if you are entitled.
23:12:57 ummm ok but is there a problem with the sofware (I'm presuming there is) is what I'm asking
23:13:04 as i cant register for another game
23:13:39 so far u've said the exact same thing twice. am i actually talking to a human?
23:14:05 helllo?
23:14:15 hello?
23:14:38 The poker site is currently down at the moment, if you are entitled to a refund these will be given.
23:14:51 ok we got there in the end, ty - (I was about to ask more details).....
23:15:08 BYE
23:15:13 Jack has left this session!
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Ok, I feel better now. You can all sleep tonight :) .......
23:38:23 Please accept our apologies for the length of time it's taken to get to you.
23:38:53 Ben R has joined this session!
23:38:53 Connected with Ben R
23:38:58 Hi Matthew Coups, my name's Ben. How can I help you today?
23:39:47 hello, firstly, if I had requested an online chat with a Techical poker query, could I still have connected to yourself?
23:40:00 or is it different departments?
23:40:34 We are currently experiencing some technical issues with our poker site, our technical guys are looking into this now and we will hopefully resolve the issue within the hour.
23:41:42 I spoke to a very abrupt representative about 20 mins ago, if he'd actually bothered to say what you'd said I'd have been very happy
23:42:42 Tbh, I'd expect better from a representative who was allegedly there talking (trying to help) just myself
(Copy of previous conversation posted)
23:42:42 I do apologise if you feel you were dealt with incorrectly but it is very very busy at the moment
23:43:05 Fair enough. Do you all deal with more than 1 conversation at the time though?
23:43:53 Yes, I have loads going on at the moment, hopefully you can understand our situation at the moment
23:44:12 I never whinge normally lol, but after being in a 25-man queue I just hoped for a bit better thats all. Thx for the answer anyway. I'll leave u to it ;)
23:44:19 Toodlepip :)
23:44:30 (And tell Jack off for me :) )
23:44:55 The session has ended!
23:38:23 Please accept our apologies for the length of time it's taken to get to you.
23:38:53 Ben R has joined this session!
23:38:53 Connected with Ben R
23:38:58 Hi Matthew Coups, my name's Ben. How can I help you today?
23:39:47 hello, firstly, if I had requested an online chat with a Techical poker query, could I still have connected to yourself?
23:40:00 or is it different departments?
23:40:34 We are currently experiencing some technical issues with our poker site, our technical guys are looking into this now and we will hopefully resolve the issue within the hour.
23:41:42 I spoke to a very abrupt representative about 20 mins ago, if he'd actually bothered to say what you'd said I'd have been very happy
23:42:42 Tbh, I'd expect better from a representative who was allegedly there talking (trying to help) just myself
(Copy of previous conversation posted)
23:42:42 I do apologise if you feel you were dealt with incorrectly but it is very very busy at the moment
23:43:05 Fair enough. Do you all deal with more than 1 conversation at the time though?
23:43:53 Yes, I have loads going on at the moment, hopefully you can understand our situation at the moment
23:44:12 I never whinge normally lol, but after being in a 25-man queue I just hoped for a bit better thats all. Thx for the answer anyway. I'll leave u to it ;)
23:44:19 Toodlepip :)
23:44:30 (And tell Jack off for me :) )
23:44:55 The session has ended!
And it continues ...
23:48:01 Hello Jack were you talkiing to that twot Matthew Coups
23:48:09 Yeah what a fooktard
23:48:25 He said toodlepip who the fook says toodlepip?
23:48:55 Nobody mate what a doofus!
23:48:01 Hello Jack were you talkiing to that twot Matthew Coups
23:48:09 Yeah what a fooktard
23:48:25 He said toodlepip who the fook says toodlepip?
23:48:55 Nobody mate what a doofus!
Could be worse mate,
My grandad died on the 16th December and my mum was finding things hard so I offered to ring all the companies etc to inform them.
Lloyds were brilliant, Abbey seemed quite confused, said I needed to make an appointment at the branch, put me through to the branch and it just rang and rang and rang.
T-mobile were an utter disgrace, here is a rough transcript of the conversation ....
(I'd already entered his phone details so they knew who's contract it was)
T-mobile girl :Thank you for calling T-mobile, mr Savvides
Jazzy: Hi there, I'm not mr Savvides, I'm his Grandson, I'm ringing to let you know he's died and we need to know what to do.
T-Mobile Girl: So how can I help?
Jazzy: Well I need to know what to do so I can cancel my Grandad's contract
T: I will need to speak to the account holder to cancel the contract
J: Did you not hear what I said? My Grandad died two days ago and I need to know what to do to cancel the contract
T: I'm sorry but I'll need to speak to the account holder?
J: Are you not f ucking listening? I've told you twice now that the account holder has died now what do I need to do?
T: Please hold....
Hear some crappy music for two minutes and same girl comes back
T: You will need to write to us at the following address with a copy of the death certificate. we'll stop the phone making outgoing calls but you can still receive them til we receive the letter.
J: Will we need to pay anything else for him at all?
T: Just send that letter in and that will be fine.
J: So do we need to pay a final bill?
T: Just send the letter in to that address
J: So there's nothing else to pay?
T: Just send the letter, is there anything else I can help with today?
J: *STUNNED SILENCE*
T: Thank you for calling T-mobile, goodbye.
Have written a formal letter of complaint about the idiot and really hope she loses her job.
My grandad died on the 16th December and my mum was finding things hard so I offered to ring all the companies etc to inform them.
Lloyds were brilliant, Abbey seemed quite confused, said I needed to make an appointment at the branch, put me through to the branch and it just rang and rang and rang.
T-mobile were an utter disgrace, here is a rough transcript of the conversation ....
(I'd already entered his phone details so they knew who's contract it was)
T-mobile girl :Thank you for calling T-mobile, mr Savvides
Jazzy: Hi there, I'm not mr Savvides, I'm his Grandson, I'm ringing to let you know he's died and we need to know what to do.
T-Mobile Girl: So how can I help?
Jazzy: Well I need to know what to do so I can cancel my Grandad's contract
T: I will need to speak to the account holder to cancel the contract
J: Did you not hear what I said? My Grandad died two days ago and I need to know what to do to cancel the contract
T: I'm sorry but I'll need to speak to the account holder?
J: Are you not f ucking listening? I've told you twice now that the account holder has died now what do I need to do?
T: Please hold....
Hear some crappy music for two minutes and same girl comes back
T: You will need to write to us at the following address with a copy of the death certificate. we'll stop the phone making outgoing calls but you can still receive them til we receive the letter.
J: Will we need to pay anything else for him at all?
T: Just send that letter in and that will be fine.
J: So do we need to pay a final bill?
T: Just send the letter in to that address
J: So there's nothing else to pay?
T: Just send the letter, is there anything else I can help with today?
J: *STUNNED SILENCE*
T: Thank you for calling T-mobile, goodbye.
Have written a formal letter of complaint about the idiot and really hope she loses her job.
She's obviously just a useless re tard who has no clue whatsoever. I presume it's correct about having to send the death certificate in tbh but no concern, sympathy and trying to read off a script for a query like that is pathetic really :(
:( Sorry to hear that mate.
I had a simmilar experience when cancelling with that company for another reason, they are just a complete bunch of imbeciles sadly.
I had a simmilar experience when cancelling with that company for another reason, they are just a complete bunch of imbeciles sadly.
It's not the individual's fault if they are reading from a script. Reminiscent of the Setanta rant.
Yeah, we rang my Uncle afterwards who used to be very high up at T-mobile and he said you can just take the death certificate into the shop and they can deal with it all there but apparantly the procedure has changed since he worked there and they couldn't do it when my mum and sister went to the shop but at least they were sympathetic about it.
It's just shocking that someone that retarded could get a job in the first place!
It's just shocking that someone that retarded could get a job in the first place!
But sorry about your loss at the same time, never nice to lose someone in the run up to Christmas.
"M" 02 Jan 00:13
It's not the individual's fault if they are reading from a script. Reminiscent of the Setanta rant.
I assume you're taking the p1ss here?!
I don't care if you are reading from a script you must be trained on what to do in these situations. All you have to do is listen!!!
Setanta was different cos I was fuming at wasting 30 minutes on hold to them
No, someone on $3-5k a year in India will not be capable of dealing with this kind of situation from a Western perspective, they can't understand how or what you are feeling about this loss. Shame on T-Mobile for changing the process to make it less personal.
They get fired if they don't follow the script. Once when my internet went down I called up aol and after fobbing me off for 25minutes they admitted that my net was down and said it would be back on whin 48 hours ( as if this is a reasonable amount of time!). Obviously there was nothign I could do but agree upon which she asks if she can help me wi anything else!
Well you are my isp and I ahve no internet so no you cant help me with anything else lol
Well you are my isp and I ahve no internet so no you cant help me with anything else lol
Had similar problems when my Nan died. One company who shall remain nameless also insisted on a death certificate. They said they had to have an origonal and not a copy, i told them that if they paid for it then they could have an origonal otherwise they would get a photocopy. They were insistent and pretty 'cold' in dealing with me, so i asked what would happen if i didn't send them an origonal. They stated that they couldn't close the account without it.
I just told the bloke that i'd send him a copy, if he didn't like it then keep the account open and bill my Nan at the address he had.....And good luck in chasing her for the money.
I just told the bloke that i'd send him a copy, if he didn't like it then keep the account open and bill my Nan at the address he had.....And good luck in chasing her for the money.
"M" 02 Jan 00:26
No, someone on $3-5k a year in India will not be capable of dealing with this kind of situation from a Western perspective, they can't understand how or what you are feeling about this loss. Shame on T-Mobile for changing the process to make it less personal.
$3-5k is an ok salary in India. Call centre jobs are a popular choice amongst students and graduates who speak English as a 2nd or even 3rd language ie they are often intelligent, hard working people. I'm quite certain that such an individual is more than capable of dealing with a basic administrative task.
What exactly do you mean by "they can't understand how or what you are feeling about this loss"? Are you suggesting Indians don't understand death or feel personal loss when a loved one dies? Are you completely mental or just ignorant?
No, someone on $3-5k a year in India will not be capable of dealing with this kind of situation from a Western perspective, they can't understand how or what you are feeling about this loss. Shame on T-Mobile for changing the process to make it less personal.
$3-5k is an ok salary in India. Call centre jobs are a popular choice amongst students and graduates who speak English as a 2nd or even 3rd language ie they are often intelligent, hard working people. I'm quite certain that such an individual is more than capable of dealing with a basic administrative task.
What exactly do you mean by "they can't understand how or what you are feeling about this loss"? Are you suggesting Indians don't understand death or feel personal loss when a loved one dies? Are you completely mental or just ignorant?
I hate Indian call centre's, whilst they maybe human, they are nothing short of useless!!!!!
Are you suggesting Indians don't understand death or feel personal loss when a loved one dies?
Indians have a completely different understanding of life and death compared to our culture. Without being immersed in our culture for several years, there is no way they will understand how we expect people to react to losing a relative. The same goes the other way round. I have heard very fatalistic comments like "she was old", "he fell off his bike and broke his head", which may only have been the way they wanted to interact with someone outside of their own family. But, without extensive training in how western culture deals with grief, this is the way they will expect us to handle loss as well. I don't expect many call centres have this at the top of their training needs list. Basic empathy is the closest thing they will be given and even then they don't always understand it.*
* - to be fair here, this is the case with quite a few of the teams I work with across Europe as well
Indians have a completely different understanding of life and death compared to our culture. Without being immersed in our culture for several years, there is no way they will understand how we expect people to react to losing a relative. The same goes the other way round. I have heard very fatalistic comments like "she was old", "he fell off his bike and broke his head", which may only have been the way they wanted to interact with someone outside of their own family. But, without extensive training in how western culture deals with grief, this is the way they will expect us to handle loss as well. I don't expect many call centres have this at the top of their training needs list. Basic empathy is the closest thing they will be given and even then they don't always understand it.*
* - to be fair here, this is the case with quite a few of the teams I work with across Europe as well
Are you suggesting Indians don't understand death or feel personal loss when a loved one dies?
Indians have a completely different understanding of life and death compared to our culture. Without being immersed in our culture for several years, there is no way they will understand how we expect people to react to losing a relative. The same goes the other way round. I have heard very fatalistic comments like "she was old", "he fell off his bike and broke his head", which may only have been the way they wanted to interact with someone outside of their own family. But, without extensive training in how western culture deals with grief, this is the way they will expect us to handle loss as well. I don't expect many call centres have this at the top of their training needs list. Basic empathy is the closest thing they will be given and even then they don't always understand it. To be fair here, this is the case with quite a few of the teams I work with across Europe as well.
Indians have a completely different understanding of life and death compared to our culture. Without being immersed in our culture for several years, there is no way they will understand how we expect people to react to losing a relative. The same goes the other way round. I have heard very fatalistic comments like "she was old", "he fell off his bike and broke his head", which may only have been the way they wanted to interact with someone outside of their own family. But, without extensive training in how western culture deals with grief, this is the way they will expect us to handle loss as well. I don't expect many call centres have this at the top of their training needs list. Basic empathy is the closest thing they will be given and even then they don't always understand it. To be fair here, this is the case with quite a few of the teams I work with across Europe as well.
A very well reasoned and substantiated response, thank you.
Your previous response was in itself, the substantiation.
"Indians have a completely different understanding of life and death compared to our culture". This is a statement of pure idiocy and ignorance. India, as with any culture on Earth has only a slightly different understanding of life and death to our. All cultures mourn their dead.
"Indians have a completely different understanding of life and death compared to our culture". This is a statement of pure idiocy and ignorance. India, as with any culture on Earth has only a slightly different understanding of life and death to our. All cultures mourn their dead.
Yes they do, but they do it differently, that's why it is cultural.
M you suggest that to say someone was old after they have died is fatalistic , I'd say it was realistic and I'm not indian.
M, I was pretty livid at your first post on this.
No way should anyone be subjected to treatment like that from anyone? Put yourself in my shoes, I was ringing these companies because my mum was far too upset to do it and when she heard my side of the conversation with T-mobile it upset her.
Everyone in the world mourns death and everyone in the world understands that people are upset when someone dies, we learn this from a very young age. They are probably taught to empathise with their customers when they are making a complaint so it doesn't take a lot for the script writer to include, 'oh I'm very sorry to hear that mr x, please accept our condolences. I'm just going to put you on hold for just one minute whilst I verify our exact procedure for you.
simple.
You made yourself sound like a c0ck in this thread with no real feelings.
Think before you post in future
No way should anyone be subjected to treatment like that from anyone? Put yourself in my shoes, I was ringing these companies because my mum was far too upset to do it and when she heard my side of the conversation with T-mobile it upset her.
Everyone in the world mourns death and everyone in the world understands that people are upset when someone dies, we learn this from a very young age. They are probably taught to empathise with their customers when they are making a complaint so it doesn't take a lot for the script writer to include, 'oh I'm very sorry to hear that mr x, please accept our condolences. I'm just going to put you on hold for just one minute whilst I verify our exact procedure for you.
simple.
You made yourself sound like a c0ck in this thread with no real feelings.
Think before you post in future
I appear to be in a minority of one here, so you are probably right jazzy. Although I still don't understand how you could wish anyone was fired from their job.
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