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 Post subject: GREAT Post All Bingo Site Operators Should See!!
PostPosted: Fri May 02, 2008 11:02 am 
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HUGE Kudos to BB28 for her thoughts and post as well as CasinoMeister for allowing it to be posted. So many of us know this is right.

http://www.casinomeister.com/forums/onl ... agers.html

Quote:
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Have you ever asked yourself this question. What do my customers expect from me?

Here is a short list I've compiled and I'm sure there will be many other points contributed that I've left out.


Make your terms and conditions very clear and very visible and not contradictory. Check or have someone check your website for outdated promo's, terms, conflicting information and dead links. There just isn't any excuse for errors in this very important area.

If I contact support please try to keep the wait time as short as possible. 5 minutes is acceptable, over 10 is not. If you need more staff......hire some.
If there is some big issue happening where many players are on the line or waiting on chat that keeps the wait longer than normal, please do come on the line and give us a short explanation. We are pretty understanding if you just explain. Oh and if it's taking a while to find or get what the customer is requesting, do come back on and say I'll be with you in a moment. Don't leave me hanging out there for more than 5 minutes wondering if I've been disconnected or ignored.

If I ask you a question and you don't know the answer.....don't pull something out of your arse. It's perfectly acceptable to say I'm sorry but I will find out and get back to you by tomorrow.

If you tell me that you will get back to me......for petes sake just do it, within 24 hours. If you still don't know the answer, that's OK, just say so and you can contact me again.....within 24 hours.

If I email you with a problem or a question, please take the time to actually read the email and don't respond with some pointless canned reply, that one really pisses me off. Again.....the 24 hour rule applies and if you don't know the answer, it's acceptable to say I will get back to you. What........you didn't even bother to reply at all?? Unforgivable!

Managers.......give your customer service people the information and the tools they need to do their job. Also give them some leeway about bonuses/freebies. Nothing frustrates a player more than (example) - "I just deposited $50.00 and it lasted 10 minutes, I didn't even get one bonus round. I was wondering since I'm a good customer who deposits XXX every month if you could throw me a little bone. I have 960 bonus points, if you would up it to 1000 so I can get my 10 spot, it would be much appreciated." WHAT......you can't do that? " Player immediately uninstalls your casino, you just said goodbye to your good customer who seldom bothers you. And.......yes you have records of who asks for the freebie every other day and no you don't have to give it to them. Head it off before it gets to the point of being aggravating, send them a email stating that they no longer will be receiving them because they are abusing your good will.

Use a spell check, always.

Don't be rude or condescending and no we don't expect you take abuse from your customers. If a customer is being abusive, tell them that you will talk to them at another time when they have calmed down and can communicate in an adult manner.

Never ever lie to your customers. The truth is always the best policy, no exceptions. Treat your players with the same respect and courtesy that you would expect when dealing with any business, be it a casino or otherwise.

Don't make your customers try to jump the moon to get their withdrawals by repeatably asking for their documents and do acknowledge receipt of them in a timely manner. If there is a issue with the documents, contact us within 24 hours, don't delay.

Pay out in the time period stated on your website. If you can't meet it, email the customer explaining the delay, don't wait for me to contact you. Not taking the initiative to contact me puts your business in a bad light and frankly just pisses me off. We've been ripped off and stalled too many times. Head off the frustration by being pro-active here.

I thought of a couple more points, I wanted to add.
Act like you appreciate your loyal customers by showing us your appreciation with bonuses and comps. Without us, your loyal player base.....you are out of business, remember that!


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 Post subject:
PostPosted: Fri Jun 20, 2008 8:50 am 
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Joined: Thu Nov 10, 2005 12:20 am
Posts: 3508
Location: USA
Speaking to "support"
Quote:
If I email you with a problem or a question, please take the time to actually read the email and don't respond with some pointless canned reply, that one really pisses me off. Again.....the 24 hour rule applies and if you don't know the answer, it's acceptable to say I will get back to you. What........you didn't even bother to reply at all?? Unforgivable!


I was re reading this post and thought maybe it would be good to add to it in parts. Would love the input of members as well.

I too HATE the "form responses" that come from many online bingo site support teams. Give us a break people! WE understand English. WE have sense enough to know whether you are treating us individually or as an ID number in your system that is there simply to deposit. We also know when we are being "blown off".

Support:(definitions from the web)

aiding the cause or policy or interests of

To have a specific functionality.

Short for customer support, the assistance that a vendor offers to customers. Support can vary widely, from nothing at all to a phone hotline to house calls.


The players are your foundation. Give them the time and consideration they deserve and treat them with the respect you would like to have in return.

For the LARGE percent of your players who are English speaking, either learn FLUENT English or hire a support team that can effectively communicate with these players.

Lose the "pointless canned replies" and start treating your players as who they are... your PAYCHECK!


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 Post subject: Re: GREAT Post All Bingo Site Operators Should See!!
PostPosted: Fri Apr 03, 2009 3:15 pm 
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Joined: Thu Nov 10, 2005 12:20 am
Posts: 3508
Location: USA
BPU members how is YOUR favorite bingo site support treating you??? Let us know who is good and who is not!!


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 Post subject: Re: GREAT Post All Bingo Site Operators Should See!!
PostPosted: Fri Apr 03, 2009 10:29 pm 
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Joined: Tue Feb 26, 2008 1:30 pm
Posts: 45
My favorite bingo site is NEWBINGOBILLY , Laura and the rest of the staff always treats me good thats why i keep on playing there:)


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 Post subject: Re: GREAT Post All Bingo Site Operators Should See!!
PostPosted: Sat Apr 04, 2009 8:10 am 
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Joined: Fri Feb 24, 2006 8:55 pm
Posts: 581
The only problems I have with sites are the ones where the only way you can get in touch with support is through e-mails. I don't expect all sites to have live support but even a TT would be helpful, instead of depending on an e-mail.


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 Post subject: And then you have
PostPosted: Sat Apr 04, 2009 9:01 am 
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Posts: 694
a site like IPlayBingo and its sisters that have no live help and if you can't log into your account for whatever reason, you cannot get to the support department in order to send a tt for help.....AND THEY HAVE NO EMAIL ADDRESS TO CONTACT ANYBODY. You are literally SOL trying to contact them to find out why you can't log in. WTG Maxi (and others at the site who manage it) on making sure you not only have complete control over who you let in but that even legit depositors can't get to you either.


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 Post subject: Re: GREAT Post All Bingo Site Operators Should See!!
PostPosted: Sat Apr 04, 2009 11:47 am 
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Joined: Thu Nov 10, 2005 12:20 am
Posts: 3508
Location: USA
Quote:
AND THEY HAVE NO EMAIL ADDRESS TO CONTACT ANYBODY


NMM they DO have an email address to contact... the problem is that when I used it, I got no response!
So what good is posting an email addy for help when they pick and choose who they respond to?????


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 Post subject: Thank you for that update
PostPosted: Sat Apr 04, 2009 12:22 pm 
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Joined: Fri May 25, 2007 9:29 am
Posts: 694
I haven't even tried to go back to their site for a while so I wasn't aware they had finally included en email addy for contact...however, you are correct in that evidently they are picking and choosing who they respond to so having that email address is a moot point and pointless gesture on their part.


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 Post subject: Re: GREAT Post All Bingo Site Operators Should See!!
PostPosted: Wed May 05, 2010 6:21 pm 
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Joined: Sun Mar 14, 2010 11:59 am
Posts: 212
I don't think that I would like it at all if I felt like sites were just putting me off and putting me off, making me feel invaluable to them. I mean I am giving them my hard earned money. Why treat players so bad who trust you with that?


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 Post subject: Re: GREAT Post All Bingo Site Operators Should See!!
PostPosted: Wed May 12, 2010 3:24 pm 
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Joined: Sun Mar 21, 2010 9:00 pm
Posts: 338
I totally agree that it's useless to have an e-mail addy and nobody on the other end to answer your e-mail. One of the ways to find out when you go to a new site would be to send a question by e-mail and see if they respond in a timely fashion or at all. IMHO.


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 Post subject: Re: GREAT Post All Bingo Site Operators Should See!!
PostPosted: Mon May 09, 2011 2:42 am 
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Joined: Thu Nov 10, 2005 12:20 am
Posts: 3508
Location: USA
How goes it BPU'ers??? Anything good or bad to say about how support at any given site is treating you?? We can't warn about the bad sites without your input... as well, we cannot give Kudos to the good sites without YOUR input.

It does not matter if the site is on our "trusted List" or not. They are there because there have been no complaints about them for a very long time. Take the time to read the first post in this thead and see if any of those feelings are yours!! Or.. add to it something not there if you so choose!! We need to hear from you :)


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 Post subject: Re: GREAT Post All Bingo Site Operators Should See!!
PostPosted: Mon May 09, 2011 5:29 am 
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Joined: Fri May 25, 2007 9:29 am
Posts: 694
I had forwarded you chat conversations and emails that I've had with one of your trusted sites rather than post it here because policy here has been, for a long time, that if we had complaints about trusted sites we should contact you or one of the Admins here first to see if you could get the problem resolved first. I don't have my problems resolved with them yet, but also haven't asked for any help to do so yet, and if they are resolved in the time given by them, I will let you know.

But, in the meantime, if you feel that any of the nightmare information I've already given you is something BPU members should be made aware of, you have my permission to post any or all that you feel is appropriate, Sissy.


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 Post subject: Re: GREAT Post All Bingo Site Operators Should See!!
PostPosted: Mon May 09, 2011 7:35 am 
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Joined: Thu Nov 10, 2005 12:20 am
Posts: 3508
Location: USA
Yes, I think players need to know whether it is resolved yet or not. What you are dealing with is not right and not fair treatment! I hope BingoHall gets it together quickly and makes these wrongs right! Thanks for your permissions, but I feelit best you should release your own story. In the meantime, I will make my contact.


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 Post subject: Re: GREAT Post All Bingo Site Operators Should See!!
PostPosted: Mon Oct 12, 2015 7:52 am 
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Joined: Fri Oct 09, 2015 7:36 am
Posts: 3
I must say, all the bingo website operators should put their complete efforts to make it better and better. I have been experiencing a very bad situations in so many casino websites that they never used to maintain their site properly and non updated.


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