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Slots freespins giveaway 9.- 13.5


Rushbie

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Last evening i've noticed this promotion and at 21:01 CEST i opened the slot Guns N' Roses. Well i think this was all the excitement for this promotion¬†ūü§£

Today i wanted to ask Customer Support ¬†if i qualified for the promotion and when i will receive my free spins.This is where the fun began¬†ūü§£

They were as "helpful" as always.First he sent me the Terms and Conditions for the 10 free spins you get if you place a¬†‚ā¨20 on Eurovision.Told him that i meant the other promotion,where you can get 12 free spins if you open that slot during certain hours ( which i did).He asked for a link to the promo , i've sent ¬†him the link ( romanian version ) and after 10 minutes ,he replied : "Yes,basically, you qualify for this". And after that he sent me ,again,the T%C of the other promotion,which stated that you'll get until monday 10 free spins if you place a bet,bla bla.

Again, told him that those are the T&C for another promotion,and in this one you get 12,not 10 free spins and wanted to know when.He said that he can not find where is says you get 12 free spins.WTF ???¬†ūü§£¬†

Told him to look on the link page where is clearly stated 

Capture.thumb.PNG.551936f46e2dd7970a7191894258cfee.PNG

He still said that he can find the text and asked me to send a screenshot to an email adress.Seriously???Why don't i do his whole job and get paid as well for it.It's not a specific market promotion,it s in all Unibet s market and easy to see it everywhere if you go to promo links.

So i just wasted 30 minutes for nothing,just helping ,once again, a person who is paid to help us,not making us send emails and all kinds of info for a promotion that Unibet created and should have clear info about how it works . @testuser1 ,can you please ask a person if i did qualify for this and when i'll get the free spins? Simle question,simple answer

"When things are bad, it's the best time to reinvent yourself"
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And now,after another 20 minutes of waiting,he told me that i did not qualify for this,because i did NOT "opt-in" for the promotion...How incompetent can some of the guys there be?

I "opted-in" yesterday in the afternoon for this and all the promos for Guns N' Roses,and i also did play for some real cash in there.How can i be in the leaderboard on the 48th place right now,if i haven't "opted-in" for the promo???

Capture.PNG.892cd0c9cf34d04c4ebe482c267e8b86.PNG

And he said that another coleague gave him this info,and when i told him that they are incompetent,he closed the window,saying i didn't kept a decent conversation.. @testuser1 i'm really pissed off now,not for those free spins,but for how arrogant those guys can be,when they are not capable of doing anything right.

"When things are bad, it's the best time to reinvent yourself"
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@testuser1 Beside that, my big problem is with the CS ..how can they behave like this? Making the customer do all the work..and when i tell him that's his job ,he's telling me that he has 3600 promotions and he works for 12 brands in 120 countries..Why this should me any of my probem? After i gave him all the info and links he needed? I went to a chat to talk with a Unibet's employee and he has to know things..not come with excuses and tell me that another coleague gave him  wrong info and etc... and after i tell him that he's incompetent,he closes the chat window...

"When things are bad, it's the best time to reinvent yourself"
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I haven't checked the chats, so I can't comment on the job of my colleague. He is right about the many brands and countries though, and there're a lot of promotions running. He should of course have known about this one, and from what you're telling, it sounds like he was very busy at the time.

I understand your frustrations but nothing good will ever come from calling someone "incompetent" - it doesn't exactly encourage one to go the extra mile or do their best. Even if the service isn't good, I'd recommend never complaining about an agents job directly to them. You can always give your feedback in the survey you receive after the contact.

EDIT: just so that it's clear: I am sorry about your experience, and he obviously shouldn't have closed the chat.

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@testuser1

"it sounds like he was very busy at the time."

To be honest: Who cares? If he/she is not able focusing to my case 100% then don't allow me to chat with him/her. After waiting 10 minutes and being moderate all the time I think I deserve a fully concentrated and competent agent. The rest of the comment I agree.

"You can always give your feedback in the survey you receive after the contact."

No survey for me. What to do in that case?

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@psrquack, It's no secret that the agents deal with multiple chats at the same time (as in every other contact center I've heard of). As already said, I do agree that the service should be better. Think we actually agree about the service expectations in general :)

 

Regarding the survey. You should receive an email 24-48 hours after your most recent contact with customer support. I'm not sure if they've put a restriction on these so that you can only receive x in y time. Have you never received a survey?

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@AndreiBN, apparently you're not the only one who went to the slot just one minute after the deadline, to realize that there were no free spins. The casino team have confirmed that everything was set up correctly, and the 12.000 were given. So I guess there were just 1000 customers who were faster than you, even though it sounds a little crazy.
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Sorry,but i do not belive that.It's ok,thanks for your help,but after the CS agent told me that another colleague gave him the info that i did not qualify for this,not because i not among the first 1000,but because i did not "opt-in" for the promotion,which was a false info...i don't trust at all this system with this promotion :)

"When things are bad, it's the best time to reinvent yourself"
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There wasn't a requirement to opt in, so the agent must have spoken of a different campaign (probably the one you mentioned earlier). I've had a look at the number of unique users visiting the site this particular hour, and it is certainly possible that more than 1000 customers opened the slot in the first minute.
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@testuser1 Even if there wasn't a requirement to opt in and the agent was talking about a different campaign,still him or his colleague gave a false info ( that i had not opted-in ) because if he was talking about a different campaign,i had opted in long time before ,so this is one of the reasons i do not trust that team at all.Last week there was another issue with some spins and again,nobody knew where to look for it,etc,etc...and only after a few days the issue was solved,when there should have not been an issue from the beginning...whatever..nevermind...but to me,if that team "confirms" anything,it doesn't mean i belive.

"When things are bad, it's the best time to reinvent yourself"
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@Stubbe-Unibet wrote:

 

 

Regarding the survey. You should receive an email 24-48 hours after your most recent contact with customer support. I'm not sure if they've put a restriction on these so that you can only receive x in y time. Have you never received a survey?


I can't say that I never received, because I didn't remember. I only can confirm that I don't remember when I got that last time.  The main problem is that the user can't speak with someone who is expert in promotions. You can only speak with someone who can ask someone who hopefully knows. So many informations can lost. Btw I regged here almost a year ago. I made a lot of ideas how to make the chat more client friendly. None of them came alive. I'm not a superhuman that any of my ideas should be used but hey, we have the same problems like a year ago and there is no improvement in agent-customer relationship.

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@psrquack, the survey setup seems to be working, so it must be because a limit was added - also note that if you contact customer support every day, you'll never get the survey, as it'll be postponed every time.

I remember discussing some ideas with you. I'll see if I can find them again. As far as I remember, the main problem was staff required (it simply wasn't possible do to as you suggested) - this is just how I remember it, so I might be wrong. Customer Support is probably the area where the least has happened in the last year, as we've been without a head of the department. Just a month ago we did a restructure and a new head of CS was appointed. A lot of exciting projects are being worked on now, and a lot of great stuff will happen in the next 2 years. Do I agree that our chat service currently isn't as good as it should be? Yes.

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@Stubbe-Unibet wrote:

@psrquack, the survey setup seems to be working, so it must be because a limit was added - also note that if you contact customer support every day, you'll never get the survey, as it'll be postponed every time.

 

I remember discussing some ideas with you. I'll see if I can find them again. As far as I remember, the main problem was staff required (it simply wasn't possible do to as you suggested) - this is just how I remember it, so I might be wrong. Customer Support is probably the area where the least has happened in the last year, as we've been without a head of the department. Just a month ago we did a restructure and a new head of CS was appointed. A lot of exciting projects are being worked on now, and a lot of great stuff will happen in the next 2 years. Do I agree that our chat service currently isn't as good as it should be? Yes.


"he survey setup seems to be working, so it must be because a limit was added - also note that if you contact customer support every day, you'll never get the survey, as it'll be postponed every time."

Although it seems so I'm not a premium member of Live chat. I'm only contacting with the agents if I can't find the answer elsewhere (or I want a ticket exchange). To be honest that means that my problems are not easily handled.

"As far as I remember, the main problem was staff required (it simply wasn't possible do to as you suggested):"

But you have SuperReCorpH.:-) Most of my ideas wasn't human resource sensitive:

Letting the customer know with an icon when the local agent is available (there is a difference with a real presence and the homepage infomations)

  • the opportunity to chose which available agent you want to chatting with
  • an opportunity to write down the question to the chat during the waiting and spare soem time for you and the agent
  • the opportunity to fill the security check formular to run the converstion¬† smoother.
  • the opportunity to save the conversation without a help of the agent(it works in several markets)
  • the upgrade of chat window in case when your country agent is not avaliable and you don't want to make a conversation in english (because the problem is country specific and the other agent have no clue about it) after closing the window and try having contact with the local agent an hour later without logging out you will get the "You are already in a session" message,
  • If you are contacting with the agent in one case many times you can't give an agent a reference number or something similar in where he can read the full story and you don't need to write it again etc.

Btw, I'm pretty happy that there will be some improvement and I have to say that there are many hard working and qualified chat agents too but

"lot of great stuff will happen in the next 2 years."

Ok, now you will get the ultimate question. None of the chat agents could answer until now:

Will there be a Unibet licence in my country in the next 2 years?/sad kappa

 

 

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Thanks :)

 

The first one I'm not sure will happen, as it doesn't make much sense from a resource perspective (it'd be great from a customer pov though). The technical ones should change in the next two years (can't give an exact deadline). The agent can always see all your previous contacts in the history, so if you just know the date of the contact, it shouldn't be necessary with a reference number (it would be good though).

 

I can't comment on license related stuff. We always communicate this in public, as soon as there's news :)

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