Disappointing GO Group support team

[skfalqt314]

As some of you know, I am an avid supporter of the Vegas Tech casinos; specifically, the GO Group. I happen to love the heck out of the games, and their bonuses are pretty great. I also happen to have an awesome VIP account manager, who takes excellent care of me.However, we all know it happens: we get a little broke.  We decide to contact support, as we're supposed to with this group, to find out if perhaps we have any comp points or maybe a free tourney entry they can hook us up with. Then...we wait. And wait. And wait. I am absolutely sick and tired of waiting OVER AN HOUR to speak with someone from support. Not to mention, we HAVE to contact them if we want to claim a bonus! It's because of all of this that I have started playing at VIP Slots instead of GO, because it takes SO freakin' long to get a hold of someone!Am I the only one having this problem????I just had to vent, and I am truly hoping, because I like them, that the GO group reads this post and actually tries to figure out a way to alleviate these issues. Thanks, NDF, for giving me a place to gripe!

 

[Mben]

For your reason alone (waiting over an hour on live chat) I always call them, skf. Like a member mentioned before, not everyone has the option to call them and has to use live chat. I feel for them and for you. "
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Feel free to vent anytime about anything. We are all here to listen to each other. "
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Oh before I forget, I thought I read an email that stated the GO group casinos have the option now where you can enter in a deposit code in the cashier instead of contacting support to be credited (like the EH group casinos). That should help a little by not having to contact support for that. Freebies or tourny issues are totally separate issues.

 

[signman48]

I have the same problem skfalqt314,"
I also gave up on live support. I only call now, And like Mben said: some members can not call and are "
stuck with live chat as the only option. They really need to address this live chat issue now!!"
They're losing business."
It sure would be nice if we could just enter a code at cashier for deposit bonuses, "
redeeming comps etc... "
Maybe they will see these post & change things for the better. "
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Im going to email them now with these issues, and see what kind of response I get."

 

[krystalkitty]

Same problem here. That is why I don't play there anymore! Slots Galore for me.

 

[labell]

I've noticed the exact same thing, thanks for the suggestion about calling. Their email response is slow too... such a shame when they have such great games...

 

[omeg]

The live chat situation that you describe has been that way, with extremely long wait times, as long as I can remember, from going there in the past. I dont play there much anymore, so I wasnt aware of how it was lately, but I see as far as Live chat goes, it hasnt changed.    Still very long wait times. Calling is a good alternative, if you are able to do so.  I resorted to that myself a time or two there, and it was much less frustrating. Thanks for the post skfalqt314, and letting other members vent a little about this frustrating situation too.                                                                          Pam

 

[signman48]

emailed them with these issues - no response yet. LOL

 

[lauralaten]

ditto, ditto, ditto!!!"
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JUST TERRIBLE

 

[tamaroa]

You are now chatting with 'Tony.' "
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Tony.: Thank you for contacting customer care , how may I assist you? "
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you: hi tony "
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you: mai I please hav a torney entry or bonus chip? "
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you: tony? "
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you: helllooooooooooooooooo "
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you: good morning "
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you: ding ding "
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you: tony do I have to call? "
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you: Ive been waiting a long time "
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you: ad now you r not responding? "
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you: this happened yesterday"
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Please wait for a site operator to respond."
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All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly. "
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All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly. "
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All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly. "
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All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly. "
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You are now chatting with 'ChidiO' "
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ChidiO: Thank you for contacting customer care , how may I assist you? "
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you: good morning "
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you: do i qualify for a tourney entry r comp chip? "
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you: I have never hit and been able to cash out "
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ChidiO: Hello, how are you doing today? "
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you: and I have deposited alot of money in your casinos "
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you: all 4 "
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"
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you: hello? "
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you: ChidiO ????????? "
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you: ???????????? "
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you: why does this always happen? "
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you: I wait 4 ever "
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you: get a person "
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you: and then no response?"
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"

 

[saraboi]

I also call them because it's a million times faster than waiting for live chat to come around and ignore you.  Unfortunately, I'm beginning to notice that the wait is getting longer and longer even when you call them.  I just got off the phone with them and I was on hold for 15+ minutes. Mental note, make sure cell phone is fully charged with charger near by before calling them again.

 

[skfalqt314]

I would like to thank everyone for their advice. I really appreciate you sharing your own stories, as well. It's nice to know that I'm not the only one with this problem/frustration. I do hope that someone from their support reads this thread and decides to do something to help the problem. Happy spinnin', everyone!

 

[Mben]

Our casino rep knows about this discussion and was very glad to have been shown the thread. He is going to get with the customer support manager and see what is going on. "
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I'm sure nothing will be fixed overnight, but hopefully there will be changes for the better due to this forum and it's members. You guys rock!

 

[PSP]

No,

 

[signman48]

Thanks Mben

 

[skfalqt314]

Thank you Mben and NDF. It's because of the solid reputation of this forum that we get any recognition and our complaints are heard. What a great place!!!

 

[Mben]

skfalqt314 wrote: It's because of the solid reputation of this forum ..............

That is sooooooooooo true, skf!!!!

  You're welcome to all the thank you's. (you's or yous?

PSP ......... Help!!! lol you's = you is but yous just does not look right. lol)  

 

[PSP]

Mben wrote:

skfalqt314 wrote: It's because of the solid reputation of this forum ..............

That is sooooooooooo true, skf!!!!

  You're welcome to all the thank you's. (you's or yous?

PSP ......... Help!!! lol you's = you is but yous just does not look right. lol)  

http://www.englishforums.com/English/PluralFormOfThankYou/lpkcj/post.htm 

 

[saraboi]

Just on a side note, I'm on hold with support right now (15 minutes so far so I've only got about 10 more minutes to go before I get to talk to someone).  Now I know about the wait time to actually talk to someone, so I was prepared for that...but you think they can change that fuzzy ten second piano loop they keep playing for when you're on hold?  I mean either keep me forever on hold and no music or play an obnoxious loop but keep the wait time to under 5 minutes...but yeech, to endure both...that's just mean.

 

[saraboi]

Can I just add to my last comment that 19 minutes of being on hold someone answered.  By the time we hung up, my cell phone call duration read 19:19.  19 minutes on hold for a 19 second question/answer.  Sheesh. 

 

[sporty883]

I hear ya about the wait time.. has anyone had problems with the weekend tournament? I went to continue to play yesterday afternoon and all of my free tournaments are gone in the GO Group. Also having issues (again) with the Visa deposits. And the phone number to call them on the running marque is gone. only says to contact live support. Anyone else having issues? and not to mention all the forum tournaments are not being listed. can some one give me any help in what is going on? Did I do something wrong?

 

[Mben]

sporty883 wrote: I hear ya about the wait time.. has anyone had problems with the weekend tournament? I went to continue to play yesterday afternoon and all of my free tournaments are gone in the GO Group . Also having issues (again) with the Visa deposits. And the phone number to call them on the running marque is gone. only says to contact live support. Anyone else having issues? and not to mention all the forum tournaments are not being listed. can some one give me any help in what is going on? Did I do something wrong?

This happened to me also, sporty.  I sent an email to the rep asking what's up with the tourney's disappearing. It may have been just a glitch but I noticed it last night and thought I would give it overnight to fix itself. Since you posted this morning, I guess it's not fixed. 

 

[sporty883]

Thank you so much for your help. I thought it was just me.  you guys are the best. I hope they fix it soon or I wont be able to finish my tournaments. Not to mention I will also miss out on the exclusive tournament because I cant make a deposit. That one has been going on for a few days.

 

[Mben]

sporty883 wrote: Not to mention I will also miss out on the exclusive tournament because I cant make a deposit. That one has been going on for a few days.

Just so you know, there is no exclusive No Deposit Forum tournament going on right now, nor is there a thread open for registration in the Contest Room . I will open a thread for the new tournament on 12/15/10. I don't want to throw this thread off, so if you have a question about the tournament, PM me or start a new post in the contest room. I'm not saying you are throwing the thread off. lol I'm saying if we continue on with the tournament subject here, it will be thrown.  

 

[signman48]

Mben,"
The things that are going on with the GO group lately, Is starting to look like a Company in "
financial trouble."
Is it wrong to say this?"
I love playing at the GO Group and I hope I'm wrong

 

[Mben]

I'm not sure what things would make you think that, signman. "
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Let me assure you and anyone else who may read your concerns, the company is not in any trouble at all. They are a solid group.

 

[Mben]

And that was said with a smile on my face, signman. Really! edit: I just thought about the fact that there is no tournament with them right now. That may be a thing but the reason why there is no tournament is because the rep is taking a vacation during the time a normally scheduled tournament would have happened and wanted/needed to be in the office when it was being put together and members were being added, etc. in case there were any problems. -- Edited by Mben on Tuesday 7th of December 2010 11:57:52 PM

 

[skfalqt314]

Hey everyone! Thank you SO much for sharing your own stories with us. It wouldn't be fair if I didn't say that I have already noticed a difference in the support wait times. I have been getting through to them MUCH more quickly, both on the phone and in live chat. I would like to thank NDF and their solid reputation, because I think it is the forum and it's respectable members that made a difference to the GO group. Thank you guys and I hope everyone has an AWESOME holiday!!

 

[saraboi]

I would also like to point out that I just emailed Chat Support and it took less than 10 seconds to get someone! Awesome!

 

[spunky75]

Hello Everyone!"
Reading all of the comments about this subject has been very interesting.....my esperience with the GO Group is that I have deposited a bit over the past year. I have never cashed out or won any tourney I have entered. I did get locked out of a few when in high placing rank, which was infuriating. I contacted support and went back and forth several times with them with no resolve. I can never seem to get past a level 2 with GO or Golden no matter how much deposit or play. Can never get a free chip no matter how much lost. Play points are very small and you have to remember to call in for them. Recently have had a very long wait on live chat and the phone, probably due to all the deposit issues with processors. Now on the upside I do seem to be able to play a bit longer with the Go Group versas the EH Group. I have been able to participate in the mystery bonus and pick a door bonus until the last one. They do have alot of free tourneys. And Online Vegas is now my favorite among the group. The customer service there seems to be a bit higher than the others. I recently was given a free $20 chip ....I about fell out of my chair. They also gave me a free tournement entry. They are very informative and helpful about any issues. And did not have to wait long. I found this a bit wierd because we all know same customer service reps answer calls for all the group casinos."
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Now on to the EH Group. I am an Elite member there even though have not deposited much more there than at the GO Group. They have tons of free chips and comps. Free chips for each level you get to. Their comp points are automatic. Lots of contests options that you can participate in with your free point. ( Although I have never won any...LOL!) I have never cashed outbut have won a few small prizes for free tourneys. Never on live chat long and when you call in they are very nice and personable. Deposit bonuses are not as large as the GO Group but are automatic as well and you do not have to call in for them. Had to email due to issues once or twice and always resolved and compensated even when not asked for. I like that I have advanced levels without having to spend a small fortune like at the GO Group. If you are a regular depositor they treat you well. You do not have to be a high roller and spend a ton like at the GO Group. At one time I had played Daily at the Go Group and never did very well but still could not get a free comp. "
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As you can tell I am a bit more on the EH Group than the Go Group. Although every now and then I do give the GO Group a chance to redeem themselves. I can not help it I am a Vegas Tech junkie.....LOL."
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I geuss it boils down to your own personal prefernces and what is more important to you in the customer service and perks area. Get the most for your money...that is how I look at it.

 

[omeg]

Hi again Spunky......I dont have anything new to add to this thread, but I know many of our readers will enjoy reading your post as it brings up some interesting points, and opinions. I can tell you are very knowledgable with this group, and it will benefit our readers to read your opinion. Thank you for the post.  Although I dont play these casinos, it was an interesting read.                                                                                              Pam