This entry was posted on Wednesday, August 29th, 2007 at 5:01 pm and is filed under Casino News. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.
After checking the details provided by Joanna, one of our astute support agents noticed that the check did not match her original details at the Casino. Lets just say for example, she meant to type Grant Street but she accidentally wrote Grand Street. The next step was to cancel the current check and issue a new one. Due to fraud controls, the banks that our processor work with have strict regulations about re-issuing a check before the original check has been cancelled. To add insult to injury, it can take up to ten days to cancel a check and another week to get a new one issued. To make matters even worse, there was a federal holiday during this period, further adding to the delay. Joanne was very understanding about the delays, realizing that the error had indeed come at her end. However for us at the Jackpot Factory, it wasn’t acceptable that she should to have to wait nearly a month to get another check, and on top of that she would certainly not receive the funds in time for her 10th anniversary. I spoke to both our processor and the issuing bank numerous times, but was unable to make any progress. Rules are rules, and they are in place to protect both the casino and the players. It’s hard to argue with that!
I contacted Joanne to let her know how we were progressing with her new check. She was very understanding but was quite disappointed considering her plans for her upcoming anniversary. After consulting with casino management, it was decided we would try and turn this situation around. We arranged for a gift certificate to be sent to her from a local sporting good store so she could indeed get those new golf clubs. It was the very least we could do for one of our loyal players.
So when people say, “what does it mean to be a casino spokesman”… I say, “I just try and provide happy endings!”
Tell a friend at:
August 30th, 2007 at 12:49 pm
David, I am very pleased to see how you handled the error in typing. As a perpetual typo-ist, this gives me great relief that there are understanding prople in the gaming world.I am sure that Joanne feels the same way..LOL. You did a fantasic thing with her problem!!! Kudos!
Donna S.
August 30th, 2007 at 12:49 pm
Additional comment: people not prople…typo!!!
August 30th, 2007 at 4:24 pm
That was deffinately going above and beyond the call of duty and is precisely the reason that the Jackpot Factory Casino Group will always be around and booming with business!! The owners of this gaming organization should be proud to have you on their side because it is that type of empathy and heart that todays customer service world is lacking and the customers are yearning! BRAVO! Thank you for sharing your job and heart with us!
August 30th, 2007 at 11:59 pm
I’m happy to see there are still some real CUSTOMER SERVICE reps out there, and actually care about the customer! I love JP Factory. When I do get to deposit and play I don’t go anywhere else. Lately though it seems like the depositing players aren’t getting as much for their $$…i.e. the minimum deposit amount to be eligible for a certain promotion is higher. Plus for a chance to win, not a straight bonus per purchase. Still, I would take nothing extra just because I haven’t had not a single hitch in depositing at all, not like some casinos! So JP Factory is doing something right!!
September 1st, 2007 at 1:32 am
Words cannot even describe the ordeal I went through with my bank, I spoke to the JF VIP support team so many times they knew my voice when I called…LOL! Maybe someday they will publish my ordeal, which had a happy ending. YOU ALL ARE THE BEST IN THE BUSINESS!!!!!!
September 2nd, 2007 at 8:19 am
I don’t know if I’m percieving this right but if I am where do I get the check?My web sights and URL’s I work with so many and get tired tend to forget for a moment at times.Thank You Sheral Wooden It’s not crazy just to many hrs at the desk.
September 2nd, 2007 at 8:22 am
Thank You all so vary much.In heling me resolve my error.I will be back to the casino and injoy my time there again.You have a wonderfull team.Looking forward to seeing you again.Sheral
October 12th, 2007 at 10:02 pm
That was great David. I’ll call you the next time because I got NO help when I contacted JF about getting me at least some of my money in the form of a gift card to celebrate my 50th birthday! I had requested the withdrawal more than 60 days in advance and it never arrived. I then asked if hey would just purchase a spa certificate in a specified amount so I could pay for the spa trip, and they said they were prohibited from doing that. Finally, after a long time, they refunded the requested withdrawal to my casino accounts as credits stating they were unable to process it. Therefore, I paid for the entire trip myself and reduced my appearance at JF.