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Date: Fri, 1 Aug 2014 22:45:16 +0530 (IST)
From: Ramananda Moirangthem <ramananda@lsmindia.com>
To: romesh singh <romesh@lsmindia.com>, Rahul Kumar <rahul@lsmindia.com>, 
	Kachurin Vashi <kachurin@lsmindia.com>
Message-ID: <1974251.711001406913315971.JavaMail.root@lsmindia.com>
In-Reply-To: <2527697.709611406910445746.JavaMail.root@lsmindia.com>
Subject: The most Fuck Feedback
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Thanks and Regards,=20
MRSingh=20

----- Forwarded Message -----
From: "Deeksha Dadu" <deeksha@lsmindia.com>
To: "M ramananda" <ramananda@lsmindia.com>
Sent: Friday, August 1, 2014 9:57:25 PM GMT +05:30 Chennai, Kolkata, Mumbai=
, New Delhi
Subject: Review needed

Please do the needful and let me know:



I have not read the chats this one is referring to as I have a feeling that=
 he=E2=80=99s someone who, having registered when under 18, they now demand=
 something we cannot do for them thinking they are in the right.
=20
If you could anyway review the chats LTK111530129189976X and LTK11153012918=
9976X and see if there is anything that justifies this player=E2=80=99s com=
ments, that would be great.
=20
Thanks
=20
Gaetano
=20
From: Chat Audit [mailto:Chataudit@liveperson.com]=20
Sent: 31 July 2014 13:55
To: CSSupervisor
Subject: Poor Rating
=20
The following transcript has been automatically forwarded to you.
General Info
Chat start time
 Jul 31, 2014 7:45:46 AM EST
Chat end time
 Jul 31, 2014 8:06:01 AM EST
Duration (actual chatting time)
 00:20:15
Operator
 Dave
Pre-Chat Survey
What is your username / poker alias?
 pokerwilliams
What is your name?
 Wiley
Exit Survey
Please, rate your level of satisfaction with PKR overall
 Poor
Feedback
 First had contact with 2 (Samuel & Ralph) employees who didn't want to try=
 and find a solution but only kept repeating the email I already recieved. =
I highly recommend (re)training these 2 (Samuel & Ralph) or to fire them. F=
urther I would also like to apologise to PKR for my bad language because of=
 the frustration these 2 (Samuel & Ralph) gave me.
If yes, please provide your email:
 williams.finch@hotmail.com
How would you rate the service you just received from your PKR representati=
ve?
 Excellent
Feedback
 The 3th employee I spoke, Dave, was of great help and tried to think of a =
solution. Although he wasn't able to fully help me he was of the best assis=
tance so far.
Would you like us to email you a transcript of this chat?
 yes
Custom Variables
IsRealMoney
 False
Hot Lead
 1
Skill
 registration-en
Ticket
 LTK111530129189976X
IsPlayMoney
 True
Login
 False
room
 registration-en
For full information see  Chat Transcript Report
Chat Transcript
info: Thank you for contacting PKR! Please wait for a Support Representativ=
e to respond.  You are now 1 in a queue of 1 you should wait about 0 minute=
(s) and 30 seconds =20
info: Hello! My name is Dave. How may I assist you today?
info: Your Issue ID for this chat is LTK111530129189976X
Dave: hi there
Wiley: Yo Dave
Wiley: I want to start to fail 2 complaints about people of your chat
Dave: hi
Wiley: file*
Dave: I'm sorry to hear that wiley
Dave: Please do let me know=20
Wiley: First is your coworker Samuel and second a coworker named Ralph
Dave: Right I see
Dave: I am sorry to hear that
Wiley: okay now let's go to the problem
Wiley: I understand all you do about blocking me etc.
Wiley: The only thing I want is to keep using an active email adress to bin=
d to my new account.
Dave: Ok
Dave: could you just tell me your username please
Dave: of your new account
Wiley: Pokerwilliams
Dave: great
Dave: thank you=20
Dave: Ok
Dave: allow me to just verify you in chat first=20
Dave: To be able to assist you, for security reasons, please confirm the fo=
llowing information:
1. Your date of birth=20
2. The first line of your home address=20
3. The answer to the following question:
Wiley: Dear William, We have generated a support ticket to help us track yo=
ur inquiry. Your ticket code is LTK111530129189976X. Please use this code i=
n any further communication. This is Marianna from the Security Team at PKR=
. Thank you for sending the documents we requested, we have accepted them f=
or our verification check and your PKR account has been updated accordingly=
. It has come to my attention that you were underage when you first registe=
red your account with PKR. As you aware it is strictly illegal for anyone u=
nder the age of 18 to gamble and you endangered our license by doing so. If=
 you are willing to accept and take full responsibility for the breach of o=
ur Terms & Conditions we will allow you to play in PKR however,you need to =
create a new account with us. Once you create a new account please inform u=
s and we will transfer the remaining balance from you closed account pokerw=
illiams to your new account. Should you require further assistance or infor=
mation, please reply to this message or chat live with us 24/7, 365 days a =
year
Dave: What was the name of your first pet?
Wiley: this is the mail I got
Wiley: 10-03-1994
Wiley: oude pontweg
Wiley: bono
Dave: thanks a lot=20
Dave: Ah Ok
Dave: I understand the issue=20
Dave: Ok=20
Wiley: I didnt gamble real money but I will agree I was to early in registe=
ring
Wiley: the only thing I ask and want is to be able to keep using this email=
 adress because it's the only active email adress I own
Dave: So basically, once an email address has been registered in our system=
, no matter if it has been changed for a new one, that same email can never=
 be used again, the system remembers it was registered once before, and pre=
vents that from being changed.
Dave: I understand you are frustrated about that
Dave: but=20
Dave: we cannot now remove the email and allow it to be registered on a new=
 account
Dave: the system will prevent that right away=20
Wiley: You are punishing me for something I did not do and I think it is un=
fair.
Dave: Wiley
Dave: please understand
Dave: we are not punishing you at all
Dave: the system simply will not allow us to do what you ask=20
Dave: and I am sorry for that
Wiley: Well when I asked to give me money back that wasn't able.
Dave: The remaining funds will be transferred over when you make your new a=
ccount
Dave: no problems there=20
Dave: allow me a moment=20
Wiley: Just transfer it to my banking account
Dave: I will see if there is anything that can be done in this case, but I =
cannot guarantee it=20
Wiley: I dont want to play on your site anymore
Dave: Right ok=20
Wiley: I'm really disappointed by your services.
Dave: I will inform transactions of this and that you do not wish to have a=
 new account, and we can see if they will send you the funds.
Dave: Is that ok Wiley?
Wiley: Just give me a second dave
Dave: sure
Dave: take your time
Wiley: I really enjoy playing on pkr you know
Wiley: this is just so frustrating
Dave: I understand=20
Dave: truly I do=20
Wiley: i just want to be able to be in contact with you with an active emai=
l
Dave: and I am sorry for the inconvenience this has caused
Wiley: what is the point of me making a new email which i will never open..
Wiley: everything i do is linked to this email account
Dave: Sure, I totally understand that=20
Dave: It's just the way the system is setup that's all=20
Dave: and there isn't anything we can do to change that
Wiley: Is there ANY WAT I can use me previous account
Wiley: WAY*
Dave: I'm afraid not, the security team have the last decision with which a=
ccounts remain open etc.
Wiley: Can you contact someone from security if there is any possible way t=
o (re)use my email account..
Dave: I'd need to send them a note via our chat system and they would need =
to respond to you when they look into it=20
Wiley: So when will I have a reply then>
Wiley: would it be instant?
Dave: Within 48 hours
Dave: thats the standard time=20
Dave: for replying=20
Wiley: Dave why don't your coworkers try to be as cooperative as you are..
Dave: I am not too sure on that one, if my colleague in security was here a=
t the moment I would ask him right away=20
Dave: unfortunately he is not=20
Dave: so it will take a little longer to look into
Wiley: I work with customers myself and the 2 I spoke earlier weren't fit f=
or this job
Wiley: the 2 supports I mean
Dave: I understand, sorry for your experience with that
Dave: right
Wiley: They were just repeating the email and repeating
Dave: what I will do now=20
Dave: is
Dave: pass this to security to see if anything can be done=20
Wiley: not thinking in solutions like you did..
Wiley: Dave that would be great
Wiley: I want apologise the frustration I gave to your coworkers that wasn'=
t nice of me.
Dave: One moment please...
Wiley: I'm really glad I didn't lose hope and tried one more time.
Dave: No problem, we all get frustrated sometimes, thanks for the apology=
=20
Wiley: you really are of great assistance.
Dave: you are very welcome
Dave: ok
Dave: I've passede it over now=20
Dave: so we will just need to wait for a reply=20
Dave: Is there anything else I can help you with?
Wiley: Just make sure those other 2 get a proper training or if they are no=
t fit just fire them. This could really cost customers, others might not be=
 as 'patient' as me...
Dave: I'll take what you said into account
Dave: thank you=20
Wiley: one more thing
Dave: sure
Wiley: Security is going to contact me about the next step or do I need to =
contact them?
Dave: we will contact you=20
Dave: once they have seen if there is anything we can do=20
Wiley: Oke Dave thank you very much.
Dave: pleasure
Wiley: You have been of great help. Have a nice day!
Dave: and you thanks
Dave: Please feel free to fill out our feedback survey by clicking CLOSE at=
 the top of the window. Enjoy the rest of the day.
