Subject: Client Complaint-IBD
From: Pritish Nandi <[email-masked]>
To: "Ravi Parkash . Gupta" <[email-masked]>
Cc: Deeksha Dadu <[email-masked]>
Date: Fri, 19 Jun 2015 02:04:52 +0530 (IST)

What happened here? This is a basic understanding. How her sweeps would be doubled and whom did you ask if you were not clear on this? This is getting into my nerves now. Why should I be giving explanations for your mistakes. What is the Problem?????????? 

After reviewing ticket #8819, I am very alarmed by the way this was handled. 

First off, the information that Ricky gave the Member is completely untrue. Ricky told this Member that because she was a Gold Member she would receive double the amount of entries for spending the same number of Sweeps (Example: spend 5 Sweeps to get 2 Entries, instead of spending 5 Sweeps to get 1 Entry). 

This is completely untrue. It is not supported by anything we have stated in our Support Center articles, nor is it consistent with what we have posted to Basecamp for training. Members will never receive double entries into a drawing for spending the same number of Sweeps. If a drawing says you must spend 5 Sweeps for each drawing entry, then the Member must spend 5 Sweeps for each drawing entry no matter whether or not they are a Gold Member. 

The benefit of Gold Membership is that Members are able to earn double Sweeps for the activities they complete. For example, for completing the same opportunity, we would offer a non-Gold Member 10 Sweeps and a Gold Member 20 Sweeps. How the Member chooses to spend those Sweeps has nothing to do with their status as a Gold Member. This Member was confused because she thought she was not receiving double Sweeps entries for her activities; Ricky needed to find out why she thought she was not receiving double Sweeps for her activities. 

If Ricky did not understand this process, he needed to escalate with a Note explaining what he was confused about so we can help clarify. We are happy to provide more clarification if an Operator is confused about a new feature or policy, but providing actively wrong information to a Member is not acceptable. 

R egards, 
Pritish Nandi