I have worked in customer service, for an internet poker company. I know is is vitally important to keep goodwill amongst the customers to reply to any emails promptly. Our target was to reply within a few minutes of when an email came in, certainly within the hour. If the question was such that we couldn't reply in that time, we would let the customer know as such. It would have been unthinkable if a simple question about the rules of one of our games, or the odds of a particular hand happening, went unanswered for over a week. It would have made our site look incredibly shady (bordering on a full-on scam), full of people who didn't have a clue about how the games worked, or most importantly not give a toss about the customers.
On a completely separate note, my emails to the Health Lottery about the payouts of the game remain unanswered, one of which is well over a week old now.
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