help desk comments have been signed off and will go up as soon as HF and/ or Chip have time.

Is this a big joke.

Two 'players' go to London to represent the Betfair Form and put right the problems on the site.One has publicly vowed to never play on the site again and has taken his 'business' elsewhere-and the other does not play here and posts hand histories from other sites and even when he did play here raked about 10p a week.

Then to hit the final nail in the coffin the latter gets a job with Betfair.So now the people who do pay rake on the site get to pay for this Thrapper's idiotic ramblings from the live events where his best friend Klup continues to boost his affiliate business.Jobs for the boys eh..


Betfair once again wasting their time and money on pointless PR exercises-just invest the money in making the platform stable and looking after the people that play here.

Only on Betfair folks.....

To be fair Thrappers does ramble idiotically [:D]

Finally the Heldesk/Customer Service section :

Helpdesk

( CHIP )This was a particularly tough session as the guy in charge of the Helpdesk was on a video conferencing call. While he accepted there were issues I dont think he was aware of just how bad things are, though we didn’t hesitate in enlightening him. Apart from outages he stated their main volume of work was handling complaints about bonuses, leaderboards, and the Players Club. What was agreed was that it wasn't really helpful if players were by-passing the Helpdesk and using BF Poker PR to solve problems. What they have said is that they want specific examples of poor customer service over the next couple of months from people who have reported an issue to the Helpdesk. Essentially if they dont sort your problem out, raise it on the forum by sending me or HF a PM. Ideally we want times/dates, who you spoke to/corresponded with, deatils of what the issue was and what happened after youcontacted them, and it will then go straight to management to find out where there was a breakdown. They have also agreed to post updates on the forum as soon as an issue arises, and also notify us of the fix.

(HF)The help desk manager got the hardest time off me I think but did seem open to criticism although as Chip says I don’t think he understands how bad a reputation his department had.  His eagerness to get examples does give me hope and I suggest rather than filling the forum with complaints if the people with examples could PM us and we could put them together and send them to him directly.  I especially want to hear about not getting promised responses so if you get no replies or phone calls you were promised then these are easy to chase up any staffs that are 'ignoring' us.





Helpdesk to deliver

·         Review queries submitted by forumites in private messages (to chip and HF)

·         Use this feedback to plug any gaps in staff knowledge


·         Establish internal SLAs for query resolution lead times by category, eg. tournaments, promotions etc.



·         Post on the forum when outages occur, and post again afterwards to inform users that the site is up and running.

Over the past 4 years of using the helpdesk my issues and questions have always been resolved in a few hours or in the same day I had the issue..
So it's not everyone having to wait days and days for a response..

I'm only slightly chubby !!!! The scarecrow bit is fair comment, especially aseveryone there was wearing shirts that probably cost a million pounds.

lucky us eh

I dont have an issue with them doing things per se,  as long as they explain the rationale behind those decisions, which is where things have broken down in the past.

People weren't exclusively asking for Essence to be scrapped, they wanted to know why it was introduced, and more importantly how the blinking thing worked.

An MTT leaderboard would be great, as would meatier promotions. But as they explained they have a limited pot of money and it has to be spent where they feel they will get the most value. They pointed out a lot of promotions involving cash and stt players end in a MTT final which gives the good MTT players an advantage. Take the current footie shirt promo for example. Every man and his dog should have a ticket for the games next week, you could get the ticket playing exclusively cash games, but to win the SHIRT you have to CASH IN a MTT.

The site is not going to magically fix itself overnight, it will take a lot of time and effort, AND input from the players. Will the current lot do any better at running the  thing than the previous lot ? Who can say, but at least some of them seem to want to do something about it.Certainly what they have planned for the Community Game on a Wednesday night has incorporated what people were asking for.

of course betfair want to keep essence lol! So the guys who get a bigger proportion of the rake attributed to them are probably on the lower tiers of vip club getting 10%rbor somthing stupid, so no instead of paying out 40% to every reg and 10% to fish they now pay out 20-30% to regs and 13% to fish maybe! Yep sounds like a winner for betfair :-)
I think i got about 12% rb this month on a 40% deal and lost like 3k£!! How does this system workthen betfair?????

I think this would be a good example to take to betfair and get some sort of explanation.

Spackers you have me on MSN so you have my email address so send me all the relevant details and I will chase it up for you and hopefully get some form of explanation about how you can lose so much cakeback.

The trouble with essence is the lack of transparency and how do you go about checking its correct

I understand the principle and its fine, however I would like to know have betfair paid out more or less rake and how do we know our cake is correct

sorry that should be

The trouble with essence is the lack of transparency and how do you go about checking its correct

I understand the principle and its fine, however I would like to know have betfair paid out more or less rake (since the introduction of essence) and how do we know our cake is correct

i wish they would ban hem and alike.
it would b much more of a game of skill again.online poker aint a skill game of cards any more, its who can read data better and transfer that to makin the right decision.

keith 100% betfair will have paid out less rb! So this huge fish loses each time he plays his 1 table 1 hour a week. Which puts him on the lowestt vipclub level! So i guess thats like 10%rb maybe.... And to justify that all the regs get 10-15% less :-) classic. Basically the extra money the fish should get goes to betfair lol!