Quote:
Originally Posted by njguy
888Rep -
The customer support for 888 is terrible (not you personally, I'm talking about email support). And it's not necessarily the actual people either for the email support, but the process.
If I email support about an issue, and get a response that is not satisfactory, I learned that my reply to that string of emails gets treated like a new issue and addressed by a completely different customer support representative that provides different responses (and unsatisfactory for other reasons). That makes it sooo inefficient for the total workload for all customer support reps because they have to become familiar with the issues when the first rep should already be somewhat familiar and so frustrating for the customers having to explain the issue every time and getting different substantive responses (but with the same "Thank you for contacting us . . . we apologize . . . . " standard annoying script).
The same person should respond to the issue the second time, and if there is a third time, it should be escalated to someone who knows what they're talking about - not to another incompetent rep.
(RANT: These first impressions that 888 is making on players could have years of impact. Not sure why 888 (and to be fair, at least some/most of the others also) is so short-sighted and skimping on costs (like good customer support) at crucial times like the beginning of this roll-out. This is an example of why NJ casinos are in so much trouble these past few years because they were constantly skimping on costs and then when casinos opened up in nearby states, a lot of people had no reason to continue to be abused anymore. Las Vegas is still thriving today because it invested in its properties so that even where there was competition, people still saw Vegas as something special. NJ casinos never learned that. RANT over.)
It is not really feasable for the same support rep to deal with an issue due to thier shift pattern ie days off - holidays - workload etc as it would cause a huge back log of unsolved issues.
Please forgive us for now as it's a really busy time with this launch as well as other technical advancements ie phone apps etc. Things should calm down soon and get back to normal so please bear with us for now.
Thanks for your feedback njguy, I will send it over for you.
Regards!