help@gsn.com doesn't actually help anyone or anything - terrible business model

[PinksMinion]

I've submitted numerous complaints and always i get the same automated response that in sum says "thanks for your email keep... if we don't hear from u more keep playing"
... really?

like... really?

worst customer service ever.

[davidswifey06]

Sometimes they are fair, if you include lots of details, but lately, I haven't got the response I hoped for either!

[PinksMinion]

detailed doesn't do justice to my submissions. i write them essays... and still it's like a brick wall. very frustrating and irritating.

[incucrash]

I agree with u there

[phimat37]

Best thread ever. Thanks for posting this thread.

[preatyboy75]

I hope you get the help you asked for!

[jczerny]

I honestly have never had a problem getting issues resolved. I've had a few problems in he past and I have e-mailed them and they have always gotten them solved in the next day or two. The wording on the e-mails is varied, so I know someone actually answers them, they are not just generated answers. Maybe you need to give them time to resolve your issue. I know we always want instant results, but sometimes you need to be patient and give them time to follow through. Good luck on whatever issue you are dealing with.

[flora1941]

Sometimes you have to become very specific. I had one of many problems with them over the years. Once, I answered a question that had two possible answers. They told me that it was not the one that they wanted, and that was why I was wrong. I was so upset about a problem I was having, and knowing I was going to get their pat message, I wrote about the problem adding ........."and do not reply to this e-mail with your pat aswer of 'we are glad you are a member of our community but ...... continue playing blah blah blah."

I got my answer and there was not a word about how they were glad I was a part of the community. They resolved the problem, which should have been investigated further and a lot sooner as there were some other complaints on the same thing.

I just got an answer on another one about the daily, and weekly leaderboards were not right. It was on a monday and I had my high score of the day on the leaderboard, but for the week (which should have been the same as daily) as it was the first day of the week according to gsn, I had a lower score come up. This is impossible on a Monday. They are always both the same. I got an e-mail back explaining how the leaderboards work. I have been with gsn for years, and am always on this leaderboard at the end of each day, week and month.

The way this answer was worded, the person made it sound like I was such a scatterbrain and wouldn't understand the process at all. I wrote back how offended I was, that I felt they were extremely rude.

[dashed]

It depends what you ask them about as to what kind of help you get. If its tokens you are loosing there must be something wrong on your end, so they say.
Slots has a problem most of the time giving you what you win.
I also did their survey to get the 7,500 tokens. Not a word yet and haven't been added to tokens either!
They told me one time my computer must be the problem and I asked them if they read their message board.

[squishmar]

I see both sides of this issue. On the one hand, I have definitely had frustrating experiences with the Help Department... form responses and responses that have absolutely nothing to do with the issue I was writing about. I've had to go back and forth a lot with them on some issues. BUT... eventually it does get resolved. All but one time it's been resolved to my satisfaction. And on a couple of occasions, they went above and beyond what I was expecting and really helped me out.

I understand that they are simply the first line of inquiry. Many times, I think there are issues that many people are having at the same time (such as oodles not being credited for a promotion on time) and so they have a response ready to send out to everyone because they KNOW that they are at fault. I also believe that they are probably overworked and under-staffed.

Overall, considering how many times I've had to write to them, I must say I am satisfied with the Help Department. The problem lies in WHY I have to write to them so many times to begin with. And so I'd say my disappointment lies with the programmers or whoever is to blame for all of the problems I have that require my NEED to write to Help in the first place.

[Dian1971]

I lost over 9000 tokens playing Wheel of fortune. I would like my tokens replaced.

[lisawo]

For what it's worth, I have NEVER had any problems getting responses to my emails from GSN Help. I guess it depends on what you're asking them and maybe how long your emails are. I don't know, maybe they don't have enough staff to reply to all - who knows, but I personally have never had any problems.

But I do agree with Squish about the reason someone would have to email them so often about the same thing. The underlying need to email due to a variety of problems - that's a problem in and of itself!

[juliecat16]

Why are they charging us money for "tokens" to play slot games when they advertise "free games" to click on at the bottom of their page and when you click on it you go to the supposed free slot games for example. I got a few free tokens when I registered and I love playing the slot games but once I ran out of tokens and I clicked on "get more tokens" I was amazed that I would have to purchase the tokens to play their supposed "free game". Can someone please explain to me why we have to pay to play games that are supposedly free?

[squishmar]

Well, every day you log-in to GSN, you are given a certain amount of tokens to play with for free and there are many other games (non-Casino) that are always free.

I agree that it seems like it is a bit misleading if you've never been here before.... but many of us like to play the games for "oodles" which are redeemable for prizes (albeit far fewer prizes than there once was) and have stockpiles of tokens from our daily log-ins. The tokens are not worth anything but more game play on the Casino games. I guess in that respect, GSN is just like any other business... they want you to want more tokens to play with and they hope that you will purchase them. But if you bet conservatively on the games, you can play for some time on the free ones they give you every day.