Problem with William Hill online

[aaron1867]

Earlier today I had a spin on William Hill and the site was due to go down within the hour for maintainence.

I was only playing small stakes on William Hill online Blackjack. A couple of quid a box or odd fiver here and there. I was playing BJ for a shortwhile and my account balance dwindled from £320 to £290. I still carry on playing, etc.

The very next hand I play 2 box at £5 each box and the target was to either quit @ £300 or £250. I play these two boxes and my account balance was either £291.50 or £296.50, I can't remember which one it was. The two hands come up and I have 15 on the first hand and 16 on the second box (but with two eights and the dealer showing a six. I stick on 15 and split the pair of eights, but as soon as the cards split, the site shows up with an error message saying "balance error" and then the whole site closes down.

So the site is down for a couple of hours and I don't know what to expect when I get back online and check my balance. When it finally does open back up, it shows a balance of £281.50. This is wrong. All I can assume here is that my balance was indeed £296.50 and I have lost each hand, and the hand has been played out. So I get in touch with their online team and they are no help, it takes them minutes to answer back to your question and are rather ignorant. I tell them of what has happened and they say it hasn't happened and give me the last hand history, which isn't the one mentioned. I ask them rather saracastically to look at how much I have deposited on William Hill over the last year and they tell me, I tell them I am not going to argue about £15-£30 am I?

Once again they refuse to tell me where the money as gone or tell me the balance of account on 'their' last hand history.

So now, I am not best pleased and I do not know what to do. What can I do?

[tikay]

Maybe avoid sarcasm when dealing with CC?

They are human beings, usually much maligned, too, & it does NOT help, no matter how valid your case may be.

Me? I'd win my battle first, & THEN do the sarcasm thing.

It's called "means to an end".

Hope you get sorted.

What can you do? (dons corporate hat). Try playing on DTD, they are lovely people, I'm told. And they finance this forum for us.

[MahoganyVic]

If you open up the game again a few hours after the crash it normally will give you the option to play out the hand I think

[aaron1867]

If you open up the game again a few hours after the crash it normally will give you the option to play out the hand I think

They have just told me this on the phone, but I just can't believe they could not have told me this online and saved me the hassle of phoning up.

[Snowball]

If you open up the game again a few hours after the crash it normally will give you the option to play out the hand I think

They have just told me this on the phone, but I just can't believe they could not have told me this online and saved me the hassle of phoning up.

The couple of time I have dealt with them on online chat they have been very unhelpful and sharp.Their Phone helpdesk takes longer to get a hold of someone but they are slighly better.

[horseplayer]

If you open up the game again a few hours after the crash it normally will give you the option to play out the hand I think

They have just told me this on the phone, but I just can't believe they could not have told me this online and saved me the hassle of phoning up.

The couple of time I have dealt with them on online chat they have been very unhelpful and sharp.Their Phone helpdesk takes longer to get a hold of someone but they are slighly better.

the online support of "most" gambling sites is very very poor

nothing to do with attitude hills are probably the worst though and seem to treat you like you are causing them great annoyance wanting to use there site

[tikay]

If you open up the game again a few hours after the crash it normally will give you the option to play out the hand I think

They have just told me this on the phone, but I just can't believe they could not have told me this online and saved me the hassle of phoning up.

The couple of time I have dealt with them on online chat they have been very unhelpful and sharp.Their Phone helpdesk takes longer to get a hold of someone but they are slighly better.

the online support of "most" gambling sites is very very poor

nothing to do with attitude hills are probably the worst though and seem to treat you like you are causing them great annoyance wanting to use there site

I believe that is by design. A very peculiar "life-law" exists as to CC.

The better, nicer, & more efficient it is, the more people will use it, more often, for more things, of less & less importance.

And so more & more staff are required at ever greater cost to staff it. And, minus a mini-modicum of positive puff, it has zero payback, and a cost that just keeps growing.

The modern trend is to vastly improve FAQ pages, followed by Online Help, (which is more Client heavy as to time, as Clients don't much like filling in all the personal detils), & after what amounts to that double "filter", traditional CC at a Call or Contact Centre. 

End result is the queries get settled faster, calls about spurious & niggly minor matters are not made, & so costs are less.

The whole thinking starts with the default line of "whatever a company does, it's Customer Care will always be lambasted". 

Bear in mind, the very nature of gaming means that those complaining are likely to want faster response, be angrier, & less easily pleased. It's not like they are ringing Tesco to complain about the price of a medium cottage loaf (sliced). 

[redsimon]

Just caught up with the Paddy Power "Undercover Boss" on Channel 4. Interestingly the "Customer Service" department seemed to be the worst run part of the organisation with cynical staff etc.

I've always had good CS from Dtd Skybet and 'Stars though.

[horseplayer]

If you open up the game again a few hours after the crash it normally will give you the option to play out the hand I think

They have just told me this on the phone, but I just can't believe they could not have told me this online and saved me the hassle of phoning up.

The couple of time I have dealt with them on online chat they have been very unhelpful and sharp.Their Phone helpdesk takes longer to get a hold of someone but they are slighly better.

the online support of "most" gambling sites is very very poor

nothing to do with attitude hills are probably the worst though and seem to treat you like you are causing them great annoyance wanting to use there site

I believe that is by design. A very peculiar "life-law" exists as to CC.

The better, nicer, & more efficient it is, the more people will use it, more often, for more things, of less & less importance.

And so more & more staff are required at ever greater cost to staff it. And, minus a mini-modicum of positive puff, it has zero payback, and a cost that just keeps growing.

The modern trend is to vastly improve FAQ pages, followed by Online Help, (which is more Client heavy as to time, as Clients don't much like filling in all the personal detils), & after what amounts to that double "filter", traditional CC at a Call or Contact Centre. 

End result is the queries get settled faster, calls about spurious & niggly minor matters are not made, & so costs are less.

The whole thinking starts with the default line of "whatever a company does, it's Customer Care will always be lambasted". 

Bear in mind, the very nature of gaming means that those complaining are likely to want faster response, be angrier, & less easily pleased. It's not like they are ringing Tesco to complain about the price of a medium cottage loaf (sliced). 

i base my opinions in life on my experiences..

three times i had to contact hills by live chat all three times they did not provide the answer i needed but more importantly were rude, cherlish and impatient. As such i have closed my account with them.

Bet 365 for all there flaws have an excellent live help service. Quick, efficient friendly and knowledgeable staff.

[horseplayer]

"The whole thinking starts with the default line of "whatever a company does, it's Customer Care will always be lambasted".  "

isnt this a very negative mindset for gaming companies to have ?

[tikay]

"The whole thinking starts with the default line of "whatever a company does, it's Customer Care will always be lambasted".  "

isnt this a very negative mindset for gaming companies to have ?

It is not restricted to Gaming companies, & it is a pragmatic view. IMO, of course.

As I stated before, the better CC is, the more people will use it, & the more it will cost. I'm not defending it or attacking it, I'm just explaining it, as I see it.

Some Clients - in ANY line of business - can be very "high maintenance".

Assume a regular customer of Tesco is known to generate an annual profit of £50 to Tesco.

Now assume that, allowing for staff costs, rent, power, overheads, insurance, IT systems & maintenance of them, & support infrastructure, a cost can be arrived at for every call received. Let's say that cost is £10.

If that Client habitually rings CC ten times per year, he bcomes a liability to the Company, as he actually costs the company money. 

I learned all this 10 or 15 years ago, when I opened a 24/7 Call Centre for nationwide property maintenance. We just kept piling more & more staff into it, costing more & more money, & we were VERY good at CC. Then the penny dropped - it was self-defeating. We could better spend that cash, & allocate the resource, in other ways which were more profitable.   

Life may have changed since then of course, but it just seems basic stuff to me - the better it is, the more it will be used, the more it costs.

I know it's a bit lateral, but it stands up to scrutiny.

[tikay]

If you open up the game again a few hours after the crash it normally will give you the option to play out the hand I think

They have just told me this on the phone, but I just can't believe they could not have told me this online and saved me the hassle of phoning up.

The couple of time I have dealt with them on online chat they have been very unhelpful and sharp.Their Phone helpdesk takes longer to get a hold of someone but they are slighly better.

the online support of "most" gambling sites is very very poor

nothing to do with attitude hills are probably the worst though and seem to treat you like you are causing them great annoyance wanting to use there site

I believe that is by design. A very peculiar "life-law" exists as to CC.

The better, nicer, & more efficient it is, the more people will use it, more often, for more things, of less & less importance.

And so more & more staff are required at ever greater cost to staff it. And, minus a mini-modicum of positive puff, it has zero payback, and a cost that just keeps growing.

The modern trend is to vastly improve FAQ pages, followed by Online Help, (which is more Client heavy as to time, as Clients don't much like filling in all the personal detils), & after what amounts to that double "filter", traditional CC at a Call or Contact Centre. 

End result is the queries get settled faster, calls about spurious & niggly minor matters are not made, & so costs are less.

The whole thinking starts with the default line of "whatever a company does, it's Customer Care will always be lambasted". 

Bear in mind, the very nature of gaming means that those complaining are likely to want faster response, be angrier, & less easily pleased. It's not like they are ringing Tesco to complain about the price of a medium cottage loaf (sliced). 

i base my opinions in life on my experiences..

three times i had to contact hills by live chat all three times they did not provide the answer i needed but more importantly were rude, cherlish and impatient. As such i have closed my account with them.

Bet 365 for all there flaws have an excellent live help service. Quick, efficient friendly and knowledgeable staff.

Yes, absolutely, I'm not suggesting otherwise.

Bet365? I'm a restricted Client there, so I'm only alllowed to talk to CC for 3 seconds......

[horseplayer]

fair enough

like most bet365 dont lay me much and sometimes any but they give the impression at least (even if it is only that) they quite value my account

[BorntoBubble]

"The whole thinking starts with the default line of "whatever a company does, it's Customer Care will always be lambasted".  "

isnt this a very negative mindset for gaming companies to have ?

It is not restricted to Gaming companies, & it is a pragmatic view. IMO, of course.

As I stated before, the better CC is, the more people will use it, & the more it will cost. I'm not defending it or attacking it, I'm just explaining it, as I see it.

Some Clients - in ANY line of business - can be very "high maintenance".

Assume a regular customer of Tesco is known to generate an annual profit of £50 to Tesco.

Now assume that, allowing for staff costs, rent, power, overheads, insurance, IT systems & maintenance of them, & support infrastructure, a cost can be arrived at for every call received. Let's say that cost is £10.

If that Client habitually rings CC ten times per year, he bcomes a liability to the Company, as he actually costs the company money. 

I learned all this 10 or 15 years ago, when I opened a 24/7 Call Centre for nationwide property maintenance. We just kept piling more & more staff into it, costing more & more money, & we were VERY good at CC. Then the penny dropped - it was self-defeating. We could better spend that cash, & allocate the resource, in other ways which were more profitable.   

Life may have changed since then of course, but it just seems basic stuff to me - the better it is, the more it will be used, the more it costs.

I know it's a bit lateral, but it stands up to scrutiny.

I understand the logic but i do believe it depends what sort of CS you are trying to give, i work in a Contact Centre for a well known satellitte television company andi they are going very much in the direction of better contact centres.. Better first time resolutions mean less call backs and less costs also trying to get more done on one call multi skilling etc... The other thing they are looking at is to get us manning some of the online chat things also because most of these are third party companys with very basic knowledge and as a whole do a very poor job! Nowadays people are getting the online chat people as the first line of customer service and when they have a bad experiece with these people it means they come to the call centre even more frustrated!

[youthnkzR]

What can you do? (dons corporate hat). Try playing on DTD, they are lovely people, I'm told. And they finance this forum for us.

= spew some money this way aaron