Customer service

[Kafkaesque]

Had a look via the search function to see if this topic was already in play. The most interesting bit coming up was BF cutting jobs about four years ago, which may play into this. Apart from that....

....what is people's experience with the customer service? Outside of a few easy fixes, I've had to call on them for the first time recently. Safe to say, I'm not exactly impressed I had a - let's call it - technical issue. Went to the live chat on Thursday morning last week, and was told he would have to run it by a manager and get back to me by email. Monday afternoon there was still no word; not even a mail telling me, it was being held up because of whatever. So on live chat, I went again. It would need to go to a different department, I was told this time. Given the previous situation, he promised me a mail with a confirmation once he'd found out which department and had sent the case there. I got said mail late at night, and now four days on, not anything further from them.

Is this really the standard which should be expected?

[BlackHat Betting]

They have been pretty good to me... I once laid a football team accidentally and phoned then up and they cancelled the bet

[Derek27]

They have been pretty good to me... I once laid a football team accidentally and phoned then up and they cancelled the bet

I think I'll give them a ring and explain that all my losing bets today were placed accidentally - see if they all get cancelled.

[megarain]

If u get to talk to the right person, u have a decent chance.

However, finding the right person, can be tricky.

[Kafkaesque]

They have been pretty good to me... I once laid a football team accidentally and phoned then up and they cancelled the bet

Sounds like a one in a million spot, not just with Betfair but any bookie going by the rep, they generally have. Good on you (and them) though.

I should be clear. As of right now, I have no reason to believe that they won't be good to me also and fair, when they do come to a decision. For now, it just seems based on the time frame, that there's a degree of incompetence and/or indifference in play whether it's down to this part of BF being poorly organized or understaffed.

If u get to talk to the right person, u have a decent chance.

However, finding the right person, can be tricky.

Cheers. Would be the case with the CS of any major company, I'd suspect. Am a missing a trick here though? There's surely no way of finding a specific/the right person when getting in touch with them (the first many times at least), but rather a game of chance, or?

[Derek27]

I've just had a moan at Betfair for giving me a free £50 bet to use on the Sportsbook, even though the maximum stake of £0.00 that they imposed on me prevented me from using it.

However, in case others are not aware, the email ended with the warning: Please note this email service will no longer be available from 1st January 2018. Alternatively, you will be able to contact us via both Live Chat and Phone.

I suppose it's just a matter of time before they close all forms of communication.

[Kafkaesque]

I've just had a moan at Betfair for giving me a free £50 bet to use on the Sportsbook, even though the maximum stake of £0.00 that they imposed on me prevented me from using it.

However, in case others are not aware, the email ended with the warning: Please note this email service will no longer be available from 1st January 2018. Alternatively, you will be able to contact us via both Live Chat and Phone.

I suppose it's just a matter of time before they close all forms of communication.

Just had a check, and the latest mail I got from them five days ago didn't have this information. Are you sure, it's not just with you, they're shutting down all communication

If true, at the current rate I'll never get an answer promised to come by mail, before they shut down! The issue which prompted this thread for me has still gone unanswered for going on three weeks. In reality, they should look at how they communicate, rather than shutting down mail service. The mails I'm getting are from a generic mail adresse, rather than one assigned to the employee, I've spoken too. So if I want to enquire, both I and BF go back to square one each time, because I have to start with a new employee in the chat.

[megarain]

You have to find the right person to speak to.

I had an issue, and was sent a reply, and a re-reply, within 10 mins, which exactly solved my problem.

On the other hand, have now dropped off certain mail-lists, which i should be on .. so, its v situation dependent.

[Derek27]

I've just had a moan at Betfair for giving me a free £50 bet to use on the Sportsbook, even though the maximum stake of £0.00 that they imposed on me prevented me from using it.

However, in case others are not aware, the email ended with the warning: Please note this email service will no longer be available from 1st January 2018. Alternatively, you will be able to contact us via both Live Chat and Phone.

I suppose it's just a matter of time before they close all forms of communication.

Just had a check, and the latest mail I got from them five days ago didn't have this information. Are you sure, it's not just with you, they're shutting down all communication

If true, at the current rate I'll never get an answer promised to come by mail, before they shut down! The issue which prompted this thread for me has still gone unanswered for going on three weeks. In reality, they should look at how they communicate, rather than shutting down mail service. The mails I'm getting are from a generic mail adresse, rather than one assigned to the employee, I've spoken too. So if I want to enquire, both I and BF go back to square one each time, because I have to start with a new employee in the chat.

I didn't say they're shutting down all communications, just their email CS. I copied and pasted the words in italics. I'd be surprised if they just bar customers they don't like from emailing them, but then again, they bar customers they don't like from the sportsbook and accept bets from the ones they do!

The response I initially got regarding my free £50 bet that I can't use, is that it's expired!!

If anyone at Betfair CS had any brains they would have realised that it's bound to have expired by the time they reply to an email, so I had to email them again to say it hadn't expired when I tried to use it. The response I got was "Unfortunately since this promotion was taking place over Exchange and Sportsbook you received it as an Email. I apologize for the misunderstanding and any inconvenience that it has caused."

They stopped short of saying I received it because they sent it by mistake, and I'm not sure if they're suggesting it's a misunderstanding on their part or mine !

[Kafkaesque]

You have to find the right person to speak to.

I had an issue, and was sent a reply, and a re-reply, within 10 mins, which exactly solved my problem.

On the other hand, have now dropped off certain mail-lists, which i should be on .. so, its v situation dependent.

Getting that illusive right person would be wonderful. Am I missing some obvious trick here, as to how to finding said, right person? Any insight into doing this would be much, much appreciated

I didn't say they're shutting down all communications, just their email CS. I copied and pasted the words in italics. I'd be surprised if they just bar customers they don't like from emailing them, but then again, they bar customers they don't like from the sportsbook and accept bets from the ones they do!

The response I initially got regarding my free £50 bet that I can't use, is that it's expired!!

If anyone at Betfair CS had any brains they would have realised that it's bound to have expired by the time they reply to an email, so I had to email them again to say it hadn't expired when I tried to use it. The response I got was "Unfortunately since this promotion was taking place over Exchange and Sportsbook you received it as an Email. I apologize for the misunderstanding and any inconvenience that it has caused."

They stopped short of saying I received it because they sent it by mistake, and I'm not sure if they're suggesting it's a misunderstanding on their part or mine !

Got the part about it only being mail CS shutting down....was more referring to I've been promised a mail with an answer, when I wrote I won't get a response in time, ie before they - might - shut mail service down.

Writing that makes me think that there surely can be no way, they're shutting down mail CS imho. Yeah, I do believe your mail said it, but could it be a specific part of their mail CS, they're referencing. Possibly, we can't mail them an initial enquiry, but mail can still go back and forth after initial contact. Because if they do stop replying via mail, they'll need to give an immidiate response and solution every time via phone or chat. Otherwise their only outreach is a phone call, with a potential phone tag following. Surely that makes little sense from an effeciency perspective.

Oh, and I was only kidding about them cutting you, specifically, off. Hence the I do enjoy British humour, but even for you guys the Danish deep, dark irony seems to go amiss often enough

I do get your frustration. Wouldn't expect much though, however much you kick and scream, from your description so far. Not an opinion on whether you deserve so, just what I think will be the outcome

[Derek27]

I think I keyed out that post in a rush and missed the wink, or perhaps I'm so pissed off with Betfair CS that it sounds plausible that their barring people who complain.

They said 'email service' and suggested two other channels, so I would have thought it's not just the email address that's changing but the entire email service.

I would suggest that you chase them up with your issue, but I would expect, if they do shut down their email service, that it would be closed to new queries and that current tickets would still be resolved.

[megarain]

You have to find the right person to speak to.

I had an issue, and was sent a reply, and a re-reply, within 10 mins, which exactly solved my problem.

On the other hand, have now dropped off certain mail-lists, which i should be on .. so, its v situation dependent.

Getting that illusive right person would be wonderful. Am I missing some obvious trick here, as to how to finding said, right person? Any insight into doing this would be much, much appreciated

I am sorry, I havent followed exact details of this. I was dealing with a specific department, regarding quite a narrow field, so, maybe its just one or 2 people, and got lucky. I do tweet abuse to betfairCS .. and if u do it persistently enuf, they do answer.