Subject: Re: Slots Craze Support Re: userId 3226380 Platform Facebook
From: Chantelle Russak <[email-masked]>
To: Elitsa Todorova <[email-masked]>
Cc: Slots Craze Valued Player Team <[email-masked]>, Support Team <[email-masked]>
Date: Mon, 13 Aug 2018 17:44:57 +0300
List-Id: <scsupport.luckgenome.com>

Thanks Elitsa, Will followup on your reply.

@support team - Please make sure this doesn't happen again.  You are a
representation of our company and it is better to come to  Elitsa and let
her know there is an issue before it gets to this.

Best
Chantelle

On Mon, Aug 13, 2018 at 5:30 PM, Elitsa Todorova <[email-masked]>
wrote:

> Hi Chantelle,
>
> We reviewed this ticket at length today. It was handled terribly and
> unfortunately, it looks like mostly due to a severe lack of attention.
> As a summary of our discussion we had, and for your information, I've
> listed below what we did wrong, and what we are going to do now, to try and
> salvage the situation.
>
> - Our first reply was incorrect + not full and dismissive.
> - Our second reply gave a badly thought out excuse for the first reply.
> We'd have been better off with no excuse, just an apology
> - Our second reply also detailed logs from a different User's account,
> which was an honest mistake but would not have been made if we'd been
> careful
> - Our third reply was arguably the worst one - the player pointed out our
> mistake in reply 2 and we simply said: You're Welcome
> - In our fourth reply, we gave the same excuse we gave in reply two and -
> - Similarly, in our fourth reply, we told the player something she already
> knew from her first message to us, then ended the email
> - At no point did we attempt to gather further information from the player
> herself, regarding the issue she described
>
> What we will do now is transfer this case to Ally, who is 2nd Line Support
> for a personal touch. We will own up to the standard of support we set for
> this player and share that we have reviewed our mistakes and will do
> better. We will not provide any further excuses, as we do not have any. We
> will resolve her complaint immediately and compensate her double the amount
> she didn't end up claiming from her VIP bonus.
>
> You can review our reply if you like, it's in the ticket.
>
> *@Support,* this should be a learning curve, I really expect you to do
> better.
>
> Thanks,
> Elitsa
>
> On Mon, Aug 13, 2018 at 10:17 AM, Slots Craze Valued Player Team <
> [email-masked]> wrote:
>
>> Hi Elitsa,
>>
>> This ticket has been handled very badly from the team.
>>
>> Please take a look and intervene as the player is now fustrated - if I
>> was the customer I would't accept the constant excuses and mistakes
>>
>> Thanks
>> Chantelle
>>
>>
>> ---------- Forwarded message ----------
>> From: Nancy <[email-masked]>
>> Date: Sun, Aug 12, 2018 at 8:56 PM
>> Subject: Re: Slots Craze Support Re: userId 3226380 Platform Facebook
>> To: Slots Craze Zendesk <[email-masked]>, "
>> [email-masked]" <[email-masked]>
>>
>>
>>
>> Stanley:  You agreed that I did not receive the bonus how do I obtain
>> it?  I have logged in a few times and nothing appears
>>
>>
>> ------------------------------
>> *From:* Stanley (Slots Craze Zendesk) <[email-masked]>
>> *To:* Annmc1 <[email-masked]>
>> *Sent:* Sunday, August 12, 2018 1:42 PM
>> *Subject:* Slots Craze Support Re: userId 3226380 Platform Facebook
>>
>> ##- Please type your reply above this line -##
>>
>>
>>
>> Your Slots Craze Support request (#71481
>> <https://slotscraze.zendesk.com/hc/requests/71481>) has been updated!
>> Your response can be found below (just scroll down).
>> If you need further help on this topic or have new questions, simply
>> reply to this email or click the link below:
>> http://slotscraze.zendesk.com/hc/requests/71481
>> *Stanley* (Slots Craze Zendesk)
>> Aug 12, 17:42 UTC
>> Hi Nancy,
>> Thank you for writing back to us.
>> I apologize for the confusion. I can indeed see my colleague Ralph
>> appears to have checked and shared you the details of other players instead
>> which I apologize for.
>> I have double checked your account and I can indeed see you haven't
>> collected the VIP weekly banner bonus.
>> In any case, you have contacted the Support Team - we're here to help
>> with any game related questions or issues while your VP Team are there to
>> assist with questions related to VIP benefits, membership, bonuses and so
>> on. So, if you run into any issue with the VIP bonuses or so, please reach
>> out to the VP Team by emailing [email-masked] with your
>> question, they'll be happy to help you.
>> Have a fabulous day! :)
>> Stanley
>> Slots Craze
>> *Annmc1*
>> Aug 12, 16:22 UTC
>> You didn't answer my question.  I have put in bold my question.
>> Nancy
>> From: Stanley (Slots Craze Zendesk) <[email-masked]>
>> To: Annmc1 <[email-masked]>
>> Sent: Sunday, August 12, 2018 11:26 AM
>> Subject: Slots Craze Support Re: userId 3226380 Platform Facebook
>> *Stanley* (Slots Craze Zendesk)
>> Aug 12, 15:26 UTC
>> You're most welcome, Nancy.
>> If you need any further assistance please contact us, we are here to help.
>> Stanley
>> Slots Craze
>> *Annmc1*
>> Aug 12, 10:58 UTC
>> Ralph:  Thank you for your note however I have never had 25,002,977,280
>> coins in my account.  Again I think you have picked up the wrong account.
>> Nancy
>> From: Ralph (Slots Craze Zendesk) <[email-masked]>
>> To: Annmc1 <[email-masked]>
>> Sent: Sunday, August 12, 2018 2:34 AM
>> Subject: Slots Craze Support Re: userId 3226380 Platform Facebook
>> *Ralph* (Slots Craze Zendesk)
>> Aug 12, 07:10 UTC
>> Hello again Nancy,
>> This is follow up to my previous email. Please ignore the previous
>> message as it was meant to sent to another player. We're currently a bit
>> understaffed, so I'm standing in for my colleagues and covering a great
>> workload. It was a simple mistake in my attempt to help all players
>> simultaneously. Apologies for the inconvenience.
>> Moving on, I see you're referring to VIP Weekly Banner bonus which are
>> available on every Saturday. And checking your logs, I can see you have
>> collected the VIP Weekly bonus without any issue. In fact, we can see you
>> collected it twice.
>> Let me share the details with you:
>>
>>    - At 12:34 PM (GMT) on 11th Aug, you collected VIP weekly bonus of
>>    1,700,000 coins without any issue changing your balance from 25,001,277,280
>>    coins to 25,002,977,280 coins.
>>    - Then, 1 second later, you collected the same amount of 1,700,000
>>    coins VIP bonus, which further changed your balance from 25,002,977,280
>>    coins to 25,004,677,280 coins.
>>
>> I just want to add a note that, the VIP Weekly Banner Bonus is available
>> only once per weekend (not both days).
>> I hope this clarifies.
>> Finally, you have contacted the Support Team - we're here to help with
>> any game related questions or issues while your VP Team are there to assist
>> with questions related to VIP benefits, membership, bonuses and so on. So,
>> if you run into any issue with the VIP bonuses or so, please reach out to
>> the VP Team by emailing [email-masked] with your question,
>> they'll be happy to help you.
>> I hope this helps! And hope to hear from you soon.
>> Have a fabulous day! :)
>> Ralph
>> Slots Craze
>> *Ralph* (Slots Craze Zendesk)
>> Aug 12, 06:34 UTC
>> Hello Nancy,
>> Thanks for reporting this matter to us.
>> Thank you for reporting this to us. I apologize for the confusion due to
>> the incorrect link that was attached on the post. Our team might have
>> mistakenly put up the wrong link. Please be assured that the link is now
>> fixed and you can go ahead collect your bonus again from the Fan page.
>> I hope this helps. Once again, we apologize for the inconvenience.
>> Please reach out to us if you have any issues, we will be happy to assist
>> you.
>> Have a great day :)
>> Ralph
>> Slots Craze
>> *Annmc1*
>> Aug 11, 18:35 UTC
>> I RECEIVED A LINK RIGHT NOW FOR THE WEEKEND "VIP" BONUS BUT NO BONUS WAS
>> APPLIED. PLS HELP AS I LOVE TO PLAY YOUR GAMES!
>> -------------------------------------------
>> Please do not delete the text below, it will help us locate your account
>> in our records User information comes here:snUID 596786921, appVer
>> 1.122.13, brType IE, brVer 11.0, fplayer 21.0, userId 3226380
>>
>>  <https://apps.facebook.com/SlotsCraze/> [image:
>> Play on Apple App Store]
>> <https://itunes.apple.com/us/app/slots-craze-free-casino-slots/id556884588?mt=8&uo=4&at=10lJEq> [image:
>> Play on Google Play]
>> <https://play.google.com/store/apps/details?id=air.com.luckgenome.SlotsCrazeAndroid> [image:
>> Play on Kindle Fire]
>> <http://www.amazon.com/Slots-Craze-Free-Casino-Machine/dp/B00OCF4NCA/>
>>
>> [5LV0LK-45ZP]
>>
>>
>>
>>
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>
>
> --
>
> *Regards,*
>
>
> *Elitsa Todorova*Support Team Lead
>
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