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Feedback to Unibet customer service in Sweden


Hoovers
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Didnt know where to put this, im not angry or upset in any way, but i´d like to get this message to whoever it might concerne.

I´ve had 3 contacts during this summer with customer support in Sweden. No biggies just some bonuses that was delayed. This is not the problem.

The problem is that in all 3 contacts, the person(s) promised to email me an answer as soon as they knew the answer to my issue, and in all 3 of these issues, they didn´nt.

I haven´t recieved a single mail , even tough it was a specific promise from the co worker of Unibet to send me a message.

Dunno if this is a comon problem, but i consider it to be a normal action to perform if you give a promise to do it.

Again, only a suggestion for a little development work within the working force.

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Its not just Sweden. I had contact with Live Chat regarding some BetUp technical issues, they said an email would be sent but no email arrived. The issue was resolved really fast so thats great, but the email delivery should be looked into
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The only time when i really did get an email,after i was prommised by customer service,was  when i wrote an official complain against them,but in rest,it's like you guys say:they never keep their prommises reguarding emails.

It's true,you get your problems fix in different ways,if you push them a little bit,but for some of us it;s just a matter of keeping a promisse.Nobody forces them to say that we will get an email,and they do it just to get rid of us.It gets even more frustating to see that i doesnt happen only once,it's something"normal" for them.

Everytime when it was the case,i showm my appreciation to everything that Unibet does for their customers,but in some areas,they really need to change some things.

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@Hoovers wrote:

 

The problem is that in all 3 contacts, the person(s) promised to email me an answer as soon as they knew the answer to my issue, and in all 3 of these issues, they didn´nt.

I haven´t recieved a single mail , even tough it was a specific promise from the co worker of Unibet to send me a message.


In last 12 months i got always same situation, never received emails which I should from specific department of Unibet or customer service.

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The situation isn't so worse here but it's true if you have a promise you can count with long delay or a miss of reactions. They are situations in which the email troubleshooting working great (fe: if you ask for the transcript of the LC discussion or the exchange of tickets) but if you have a specific problem you should contact with the LC agents again and again cos they forget to send a replay. I have a guess maybe agents having too many chat box open and haven't enough resources to email you again.

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@psrquack wrote:

 I have a guess maybe agents having too many chat box open and haven't enough resources to email you again.


@psrquack You're right.They maybe don't have enough resources for this.But,again,nobody forces them to promisse you this.Or if the system forces them to give this standard answers,still their fault.When you it happening over and over again,you kinda dont take them so seriously.It affects the Unibet company as you are in contact with this company with the customer service,which should be one of the most important parts of Unibet.We read interviews in the locker room with customer services and everything sounds pinky,but it's not.

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@AndreiBN wrote:

 

We read interviews in the locker room with customer services and everything sounds pinky,but it's not.


I know that isn't everything pinky. As I wrote in that topic: they are able to handle the general problems: where can i find the..., how can I use the deposit, withdraw method etc, but they don't know all of the running promotions and don't have enough resources to learn it (fe: I had an issue with one of my local promotion and the "english" agent first said that there isn't such promotion and after I linked the promo she tried to translate it with google. So I needed to contact to my local agent). I absolutely agree that replaying to the client's mail or fulfilling the promises is the must so I don't know why they ruining their image with such behaviour.

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@psrquack wrote:


I had an issue with one of my local promotion and the "english" agent first said that there isn't such promotion and after I linked the promo she tried to translate it with google. So I needed to contact to my local agent). I absolutely agree that replaying to the client's mail or fulfilling the promises is the must so I don't know why they ruining their image with such behaviour.

Oh yeah..this is the most funniest and annoying part of it.Every single time i try to ask about a promotion,especially in poker,i end up helping more the agent then he or she should have helped me with info.Sometimes it seems like you are talking with the person who knows nothing about what you are talking about and this really should not be any of our problem.When they develop any kind of promotion or whatever,everyone should be briefed of minimum inf about it ,so they dont look  so "from another planet" when you ask them something

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@AndreiBN wrote:

 

Oh yeah..this is the most funniest and annoying part of it.Every single time i try to ask about a promotion,especially in poker,i end up helping more the agent then he or she should have helped me with info


Yes, I felt the same so many times. My favourite is when I ask something and the answer should be yes or no and I got a wall of text with all of the terms and conditions. I know that they don't want to make any mistake but hope this feature would be improved.

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I havent had this problem with LC or cutomer support att Unibet but if  I was as  situation..well....lets just face it : That is not accepteble.

When it come to any reply, by mail or other way for any reason, the Casino have the responsebillity.

If Unibet think they can just do as they want and keep their nose in the sky, to say like that, customer would run to other casinos, that include me also.

Since I havent experiensed this and have only good things to say about custom support \ LC in my language ofcourse, I will remain a loyal member.

Anyway here Unibet staff need to realy kick some but`s ;)

There is absolute no excuse like ohh it is summer or sickness or alike, any online\offline Casino is big buissnes so they have to be there for the customers in small - big cases, no matter what.

Just my 2 cents :)

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, , , , I've reviewed the contact history for all of you, and in all cases apart from one (psrquack about missing bonus), an email was in fact sent successfully to you. It's not an issue with the CS agents not sending an email as promised, it's a technical issue.

In almost all markets, the email will be sent from a @unibetsupport.com email, and there's an issue with the email addresses not being added to the safe sender list. Usually the email will end up in the spam folder, but we have also seen cases with certain email domains, where the emails were not even to be found in the spam folder (this is very rare).

In order to prevent this from happening, all you have to do, is add us to your safe sender list. We're obviously trying to find a solution to this issue, and in the future the communication might happen through onsite messages, rather than email.

I do not agree that chat is only for the most basic issues. It's the same agents handling both channels, and in fact more issues can be solved on the chat, than by email (security reasons). That being said, if it's a super complicated issue which will require a lot of explanation from my end, I also do tend to send an email - the agents might be having more than one chat, and reading my +500 words issue thoroughly can be a difficult task/someone else will end up waiting a long time on the chat.

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 Sorry,but i disagree with you.I don't know what history have you been looking in my account,but i was talking about the whole time since i've been a customer of Unibet(a few years now).It has been in many occasions where i had to wait over and over to get a solution to my problem and waiting for email from you.And if you do have a problem with sending emails,it's correct,it's YOUR problem,not ours.

And you send us weekly emails with all kind of stuff,andf those get to us,but the really important for us,when we have a problem,they don't get to us.And the part where some customer service agents are completly out of the problems that we have,especially with local promotions or poker tournaments,you have to admit that we are right.In so many cases i've ended up helping more a customer service agent than he/she was supposed to help me.

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@AndreiBN wrote:

@testuser1 Sorry,but i disagree with you.I don't know what history have you been looking in my account,but i was talking about the whole time since i've been a customer of Unibet(a few years now).It has been in many occasions where i had to wait over and over to get a solution to my problem and waiting for email from you.And if you do have a problem with sending emails,it's correct,it's YOUR problem,not ours.

And you send us weekly emails with all kind of stuff,andf those get to us,but the really important for us,when we have a problem,they don't get to us.And the part where some customer service agents are completly out of the problems that we have,especially with local promotions or poker tournaments,you have to admit that we are right.In so many cases i've ended up helping more a customer service agent than he/she was supposed to help me.


I can confirm that all the emails were sent successfully. As I mention in my post, the email might not be considered safe, hence you should add us to your safe sender list. I'm obviously not blaming you anything, I just want to make it clear that the CS agents did as they're supposed to, and the emails were sent from our side. It is certainly up to us to find a solution, so that the emails will arrive in your inbox without you having to do anything. As I said, I'll make sure that this is being looked properly into, so we can find a solution.

Our campaign emails are sent from a unibet.local address, which is considered safe, so that's why you get those emails. If you were to email us first, you would receive the reply.

I'd like to avoid starting a new discussion in this thread around the quality of support, as that's not what Hoovers wanted to give us feedback on. Please create a new thread, and I'll be more than happy to discuss this :) I have of course forwarded your feedback to the relevant teams.

On a general note, I just want to say that it is difficult to know everything about all campaigns and bonus offers - especially if you're doing international support. We're sending out hundreds of bonus offers/promotions every week. Of course the agent should be able to help you with every single question, but sometimes the agent will need a bit of time to read the terms and conditions of the campaign etc.

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To be honest Sir, that's not true:

conversation between me and a local agent (I...) in 07/07/2016, reference ID: 13684751,  (11:17:58) my question is when will I get an answer, agent tells me it may last more than 3 days (11:18:27) ------ still no answer. I opened a topic here and you solved my problem. LC-Problems 0-1

 

conversation between me and an international agent (C....) in 11/07/2016, reference ID: 13696417.

(07:29:47) Me: Well, Do you think that's correct that I haven't receive any information about what they want even I have to go to live chat? That nonsense Madam. Please send me an email if they want

(07:30:11) Me: I think that would be fair

(07:30:12) C: The only comment mentioned is that you need to provide a photo of your id instead of a scan

(07:30:24) C: unfortunately I cannot repeat the same things, sorry...

(07:30:31) C: Unless there is something else I can help you with, I wish you a nice day and thanks for contacting us

(07:30:34) C: Thank you for contacting Customer Service!

(07:30:34) The conversation has been ended.

Same case, Still no email only banning me out. So LC problems 0:2

Problem solved after I wrote here.

 

Example for the Wall of text:

country based promotion, bonus didn't credited to my account so I asked why: conversation between me and an international agent (M....), ID: 13773170,

(20:25:40) Me: I have a transcript of the converstion of the (nationality) agent T..... and he told me that sending a mail is enough and it's not necessary to upload it via facebook or twitter.
(20:26:10) M...: Sir, these are the offer terms and conditions, I'm sorry.
(20:26:19) M...: (copy pasted me the full tc of the promotion instead of a short and clear answer)
(20:26:33) M...: If you provide an incomplete / incorrect information, we can not be credited in the ticket price. - AS it states there.
(20:26:35) Me: Yes, I meet all the term and conditions
(20:26:47) M...: You did not upload the needed photo sir.
 
The next day I contacted with my local agent via LC and he stated that I met all the requirements and didn't needed to upload the photo and got the bonus.
 
 
So yes, I think LC is good only in general cases and they need an education to know their own promotions better. And yes no answering still happen not only from LC but from security department too as my first example clearly stated. Cheers.
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@psrquack wrote:

To be honest Sir, that's not true:

conversation between me and a local agent (I...) in 07/07/2016, reference ID: 13684751,  (11:17:58) my question is when will I get an answer, agent tells me it may last more than 3 days (11:18:27) ------ still no answer. I opened a topic here and you solved my problem. LC-Problems 0-1

.......

I only checked the 10 most recent contacts per member, and you're right that you didn't receive an email about that case either (you've got a lot of contacts in the last month :)). If you'd like to comment on something other than "missing" emails, please create another thread :)

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 Ok. I always scan my spamfolder manually, ( all spam look a likes to dedicated folder, no deleted spams as default) So in this case ,might it be that email sent from that adress is blocked at my ISP.

All the mails from unibet community arrive nice and smooth :D

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