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quality of customer care
jordz16
Member Posts: 2,253
in Poker Chat
I'm generally not one to normally complain about this stuff, outages happen, software messes up etc, doesn't particularly bother me, but i logged in at 9.35 last night, regged the £110BH, played 2 hands, and it crashed whilst i was in a big pot, tried to reconnect for 5-10 mins, messaged skypoker on twitter etc, seemed like it was down for everyone so i just went to bed...
Contacted customer care for a refund just now and was told the hand played out fine and that the only outages that happened occurred earlier in the evening, i said this wasn't true and that it happened at 9.40ish as i wasn't even logged on beforehand. i then provided proof via handhistories, i was told this wasn't true and that i had no grounds for a refund and they would only be prepared to offer a "goodwill gesture"
I refused to accept that and this went back and forth for over an hour while the online staff member was apparently speaking to the senior team to find a resolution, eventually after well over an hour i was told any additional response would have to be done via email and they then just hung up the chat before i could respond....
i totally get that these staff are by no means experts and their job certainly isnt easy but to be accused of lying to try and get a refund is a really sh*tty thing to do, Especially when its an issue that affected nearly everyone at the exact same time as far as I'm aware? surely all the staff should have been aware of what happened last night and the time in which it took place at a bare minimum? . I've lost over an hours work time today trying to sort this, and was made to feel as though i was in the wrong for even contacting them...
anyway il still carry on using the site of course but if i was a new customer and had just gone through all of that i certainly would be put off after that experience, i think it was the first time i had used live chat for about 5 years on the site so hopefully it was just a one off bad experience and not a regular occurrence.
Contacted customer care for a refund just now and was told the hand played out fine and that the only outages that happened occurred earlier in the evening, i said this wasn't true and that it happened at 9.40ish as i wasn't even logged on beforehand. i then provided proof via handhistories, i was told this wasn't true and that i had no grounds for a refund and they would only be prepared to offer a "goodwill gesture"
I refused to accept that and this went back and forth for over an hour while the online staff member was apparently speaking to the senior team to find a resolution, eventually after well over an hour i was told any additional response would have to be done via email and they then just hung up the chat before i could respond....
i totally get that these staff are by no means experts and their job certainly isnt easy but to be accused of lying to try and get a refund is a really sh*tty thing to do, Especially when its an issue that affected nearly everyone at the exact same time as far as I'm aware? surely all the staff should have been aware of what happened last night and the time in which it took place at a bare minimum? . I've lost over an hours work time today trying to sort this, and was made to feel as though i was in the wrong for even contacting them...
anyway il still carry on using the site of course but if i was a new customer and had just gone through all of that i certainly would be put off after that experience, i think it was the first time i had used live chat for about 5 years on the site so hopefully it was just a one off bad experience and not a regular occurrence.
Comments
It's not always a negative experience though I've had times where I've had to contact support and got great service and reimbursed quickly on occasions when it was required but there is a lack of consistency and to be told you're to blame when you lose money due to sky crashing is not good and as you put it if it happened to a new customer would most likely put them off from continuing to play here.
It’s a shame that’s no longer possible
I hadn’t to be fair, but have now and still no contact from them. Il chase it up when I get chance