Comments on: Case to be answered

By: Bert

Bert — Wed, 23 Jan 2008 15:07:44 +0000

HQO and others - I’m currently taking a break from Betfair and in any case I wouldn’t seek to represent them on my private blog. Rest assured though that all comments are noted and in some instances passed on.

Michael - I don’t have a lot to report about Winker as it’s such early days but I will keep the blog updated with any news I have.

By: Rollo Tomasi

Rollo Tomasi — Sun, 13 Jan 2008 09:30:22 +0000

I haven’t seen the Net Prophet piece but regarding Betfair I am appalled at how upgrades are managed from a customer support point of view. The number of calls to the helpdesk must be considerably higher than it need be, because the mentality of the helpdesk is reactive rather than a proactive.

What it needs is for someone to keep a “troubleshooting” page in the service sections of fixes/workarounds for known problems. This should be done not days after the event but as they happen. Currently users are left searching around the forum for answers to problems that we see posted in there repeatedly because they aren’t forthcoming from Betfair.

Prior to any upgrade the service section should inform customers of what is in the upgrade and suggest they keep an eye on the troubleshooting page if they have problems.

By: Stan Adams

Stan Adams — Fri, 11 Jan 2008 21:58:30 +0000

Agree with the Betfair comments, expecially the new release just before/over Christmas. Certainly designed by analysts or consultants as opposed to real punters using the system.

By: steve

steve — Fri, 11 Jan 2008 21:29:19 +0000

Lets all forget all this bu*****t about betfair any company succesful or not gets negative vibes—more important is Nick (gifford) going to get a double up at Kempton tomorrow—any inside news Bert????
Steve

By: J Thomas

J Thomas — Fri, 11 Jan 2008 20:50:09 +0000

HQO, you wouldnt be a firend of Hankin by any chance would you?? no thought not!

your awards are a pile of crap. about as relevant to the racign industry as harold shipman was to the medical industry.

i can count on one hand the ammount fo time sive had to call betfair customer services (which is a testiment in itself) and when i have, im asked to press 1 to place a bet & two to speak to helpdesk. whether i press 1 or 2, im speaking to a human within seconds. what more do you want?????

By: Michael F

Michael F — Fri, 11 Jan 2008 19:50:01 +0000

A tantalizing reference to Winker Watson telling us the horse “seems to have done well…” As a great fan of the horse and holder of several ante post vouchers from 25-1 down I take this as a shred of good news. He is going to have to be an exceptional horse to win the Guineas with New Approach, Ravens Pass, Myboycharlie and the rest making this a vintage year. I remember you saying last year, Bert, that one worry was whether Winker had the scope to improve as a three-year-old because he was such a well developed juvenile.
Will his curtailed two-year-old career help insofar as the enforced lay-off meanshe did not peak too early? Looking forward to more news from the gallops as the big spring trials approach!

By: johnn

johnn — Fri, 11 Jan 2008 17:17:29 +0000

Customer service over the phone, excellent.
Customer service via email, non existent.
Hope this clarifies.

By: HQO

HQO — Fri, 11 Jan 2008 09:37:03 +0000

Andrew, not the place here to discuss Betfair matters, as you have rightly said before, but as you have mentioned the netprophet survey, here’s a quick point.

As a customer, therefore independant, and may I add one who gives a balanced view, the customer service award is sadly justified. The basics of customer service can’t even be achieved lately. Queries remain unresolved, emails unanswered for days or even not acknowledged despite them being ’serious’/genuine enquiries. There is no ownership of a ‘problem’ or the old fashioned desire/pride to resolve issues. I have given up raising enquires, sad to say.

Its not rocket science providing the customer with quality customer services, but seems to be a thing of the past and whilst I can see why people voted to get Betfair top of the pile in that cateogory, they are not alone. However the others are poor benchmarks to be compared to.

Perhaps the award will have a positive effect, fingers crossed.