Something big is happening

Don wrote: Rob, unfortunately we share the needle of the drip with you!!! (and we're a partner!). I hope I won't have to backpeddle too. It's gone quiet eh?

Wow Don, that does not sound good - let's hope they walk the talk!

rob faux wrote: Sitting racing today and can't help reflecting that while we are being promised big things ,racing can't yet manage the little things.................
In the last hour
a)Tab-online down and not taking bets
b)watched the 7th race at Fairview with a Tellytrack banner telling us it was Nottingham race 4
&
c)this morning I submitted a withdrawal from Telebet....................not even taken off my balance yet.

If we looking to get more customers we need to be ready to provide them a basic service!

Now how on earth does this still go on - More than 5 years ago I was assured by top management that they would sort this out(including he who left for Australia)-
I no longer need their (dis)service so I was unaware it still happened - I remember having to call Telebets 3 or more times to BEG them to give me back my winnings-
Disgusting as the punter has a right to keep his winning and not succumb to temptation and play it up . Betxchange and Hollywood(the only two bookmaker I use) take my winnings out instantly on electronic request - The Gambling Board should FORCE Phum to do the same (I know a person who tried to withdraw 5k on Saturday but because it wasn't taken out he had lost most of it by Monday - Not to say he should not also be accountable but Phum should do as the punter says IMMEDIATELY just as they credit your account when you DEPOSIT cash )

Mr H I approached them with a social media campaign 7 years ago

Took them a while huh ?

This not just poor customer service, it is also poor business practice. In the early days of betting shops in the UK, payouts would be made 'after the weigh in'. Gradually it began to dawn on bookmakers that; the sooner they paid the money over to the punter, the sooner it would return. Bookmakers experimented with 'First past the post - FPP' betting in an effort to speed up the payment process.

Many leading bookmakers now pay out immediately, unless there is a steward’s enquiry and in the rare event of a disqualification they pay out on both results. Punters love to get paid out, whether its in hard cash or a credit in the bank account, deny them this rare pleasure and prepare to see them look for another way to spend their 'hard earned'.

rob faux wrote: Sitting racing today and can't help reflecting that while we are being promised big things ,racing can't yet manage the little things.................
In the last hour
a)Tab-online down and not taking bets
b)watched the 7th race at Fairview with a Tellytrack banner telling us it was Nottingham race 4
&
c)this morning I submitted a withdrawal from Telebet....................not even taken off my balance yet.

If we looking to get more customers we need to be ready to provide them a basic service!

Update: the withdrawal amount has still not been deducted from my balance this morning..........you have to know that wherever those requests go ,the area is not managed.........surprise surprise!!

Sent Customerr Care a polite message this morning.

Hell Rob you sure got patience
I doubt that i would still be polite :evil:

The biggest problem the industry has now is keeping the punter

Now that we can not just back horses,( it's foolish to do so with the amount of information available on other sports) the industry must support it's self more instead of relying on us the punter

Look at the UK , racing struggling to pay prize money and the tracks raise their own cash

jp abdol wrote: Hell Rob you sure got patience
I doubt that i would still be polite :evil:

Yes JP,you were right .................the polite message got no reaction whatsoever!!

I just completed a course in Customer Service Management from the University of South Africa. There i was taught that happy employees = happy customers, happy customers become loyal customers, happy and loyal customers is profitable to the business. Leading to the old saying that the CUSTOMER is KING

good2soft wrote: I just completed a course in Customer Service Management from the University of South Africa. There i was taught that happy employees = happy customers, happy customers become loyal customers, happy and loyal customers is profitable to the business. Leading to the old saying that the CUSTOMER is KING

Exactly the point that we have been going on about-look at the basic serice of tab and Tellytrack-the issues are not lack of knowledge , they are CARELESS ......that is the attitude of persons unsupervised, who in turn are unmanaged, who in turn are undirected.
And in the words of Meyer Khan "shit rolls downhill" the rot starts at board level and we customers get the ultimate result at the coal face!

Hi Rob

The crux of the problem is that you are still a customer even after all the crap that you are forced to endure.

We all love racing too much and our loyalty is abused in the process. Perhaps if we voted with our feet our voices will be a lot louder.

The operator should be grateful for the criticism as it shows that we care enough to comment.

They need to learn to act though or face the consequences in terms of constant negative publicity.

How good is their branding, 3 or 4 time i have sent emails and messages saying its basically kak and hard to see on tv compaired with the other adds

I think they thought i was being picky