Euro Partners LIVE Podcast March 2nd

[MichaelCorfman]

As many of you are aware, there have been ongoing discussions in the forums between affiliates and Euro Partners regarding problems with their stats and other customer service issues. In an effort to address some of these issues, Marc from Euro Partners has agreed to participate in a LIVE podcast on Tuesday at 11 a.m. Eastern Time. J. Todd, Anthony and Vin will be hosting the live podcast, and they'll be taking your calls as well. So if you have questions you want to ask directly to Marc, call into the show and they'll put you on the air. If you can't call into the show, or if you want to make sure your question gets asked (in case the phone lines get clogged), leave your questions for Euro Partners in this thread.

I'd like to thank Marc for agreeing to be a guest on this podcast. And I encourage all of you participate in this unique event. This is a great opportunity for affiliates to talk directly to an affiliate program representative.

Show Details

When: Tuesday, 2 March 2010 at 11 a.m. Eastern Time
Where: www.blogtalkradio.com/apcw/2010/03/02/euro-partners-special
Call-in number: +1.347.989.8417

If you miss the live podcast you will still be able to listen to it after the show is finished.

Michael

[jarvi]

I would love to participate however Skype is a bit hit and miss when calling phones from where I am at the moment. Therefore:

- when are we going to be able to run reports for sub-affiliate earnings across all sub-affiliates and not just one at a time?

- when are we going to see actual earnings in the sub-affiliate reports rather than just gaming revenue and having to calculate it based on the tier level and percentage?

- please do something about the speed to run the reports. They take far too long.

- can we please have simplified banner and text link retrievals? There are too many clicks and new windows to get the code. It takes me ten clicks to select a text link, copy it into a text editor and highlight just the part I need, and that's using the default profile and landing page so add another couple if I want to utilise that functionality. Banners are worse...

- when selecting text links we have to chose the number of characters first. This list should only be populated with the available options. eg no link for Casino Tropez/English/128 characters and we don't find that out until after clicking the Show Results.

- please change the code so that we can highlight just the parts we need and without all the formatting and other html code. Many of us just want the link because we only add that part to our banner rotation and click tracking applications.

- if you tell us to contact our affiliate managers with stats issues, give them the authority to do something about them and take responsibility rather than just passing on to a nameless person.

- when is the dashboard summary going to be fixed so it only displays the current month earnings to two decimal places, the previous month and total this year actually show something rather than zero and I'm guessing the best month isn't correct either.

- when are the high level statistics going to be fixed so that the field name rather than var1-10 is displayed, chart level is displayed rather than TlrAmount

- when are the filters in the advanced stats going to be fixed so that the selected filters stay after the report has been displayed? At the moment only the date range stays and we have to remember what filters we have used when viewing the report because they collapse once the report is displayed.

- why isn't some-one in the forums at least once a day to keep up to date on issues?

Many of the "When are you going to fix" type questions above should never have to be asked. It's as if no-one ever looked at the interface with data, to see the problems. Also, off the top of my head I think all of these issues have been outstanding since day one of the new system, with the exception of the high level stats one because that was not available in the first version.

Basically Marc, you need to review all the threads in the Euro Partners area and the public one (the video thread I think) because if those issues aren't addressed I doubt we will bother repeating them for a third or fourth time and those who haven't walked away from your program probably will after the podcast. By posing these questions early I also expect more than a, "we are looking into it and will update you next week" type answer. You have had more than six months to look into it and you forget to come back and update.

[gok]

Please be advised, the number of affiliates that are seeing that something is wrong with your system is increasing daily. I would like to recommend, during the conversation, not to act though like nothing is wrong with EuroPartners. Just be honest!

- You work with 2 systems, both old database runs behind your latest database and you check everything manually using the old database. Are you hacked?

- There are more problems than just sub affiliates. I personally see 5 months long, the players continue to pay at the casinos, but the casino remains far behind and dosent pull the netgaming equal to the losses of the players.

This way we have to wait months before we can earn something. Not a single playetch casino statistic-system works like this and every player that has gambling money will gamble. I have seen players winning $100K in one day and loose it in just 5hrs. No affiliate is interested in your product when things are not working correctly. with the result that all the banners and links are taken off from their websites.

- We assume that you have not just been named manager for fun. You have to use the professionalism that you should have, when you speak or mail with affiliates. Also be aware that Robin and Marks mailadress are sending emails return with subject: *** MAIL DELIVERY FAILURE REPORT ***User unknown in virtual alias table!

- Every complaint is an important source of information so take this free source and do something with it rather be abruptly against your own Partners!

[Anthony]

We are live, please join us.

When: Tuesday, 2 March 2010 at 11 a.m. Eastern Time
Where: www.blogtalkradio.com/apcw/2010/03/02/euro-partners-special
Call-in number: +1.347.989.8417

[Anthony]

Questions can also be submitted via chat at:

http://www.blogtalkradio.com/apcw/20...rtners-special

[thepokerkeep]

Damn... I missed all but the last few minutes of this! Will it be available as a podcast?

[vinism]

Damn... I missed all but the last few minutes of this! Will it be available as a podcast?

Yes. Give me 20 minutes and I'll have all the particulars posted.

[vinism]

Looks like I can't embed the player, so here's the link to the podcast....

http://www.blogtalkradio.com/apcw

Most of the questions posted in this thread were answered. A quick summary -- Europartners was relatively satisfied with the stats software, but unhappy with the responsiveness of the vendor who implemented and maintained the stats system. They've changed vendors as a result of not being able to provide the fixes affiliates need. The new vendor is in place, and they hope to have the key issues fixed within 2 months. Marc also said that they would be more responsive in the forums moving forward, and asked for suggestions to improve the stats package.

[jarvi]

Firstly I'd like to thank everyone involved in getting this to happen. Vin for keeping it professional even when it started to deviate a bit, Marc for making his time available, Anthony for ensuring the issues were understood and J.Todd for reinforcing what Marc was trying to say.

I was disappointed not to be able to participate more and I guess it's a drawback of living in paradise. That said, Marc, perhaps we can connect via Skype one day and have a chat about things in a bit more details. Skype to landlines is not good, Skype to Skype is fine from where I am at the moment.

Getting some of the negatives out of the way first. What I was really hoping for was a comment along the lines of, "sorry everyone we stuffed up." If it's good enough for Jeff Bezos to do it, I think it is good enough for some-one from Euro Partners. All I heard was an excuse that the vendor wasn't any good. Sure, ten years of good reputation is an achievement, however, it can disappear quickly if you ignore the problem and just rest on your laurels. By the way, it's not a perfect 10 years though and there were some things with your predecessors.

I'm at a loss to understand why you waited until now to tell us you had dumped the previous vendor. Instead you decided to just ignore the forums for a few weeks. We have been telling you (by you I mean Euro Partners, not just you Marc) since day one that we will work with you to resolve these issues. I think it is now three or four times I have stated the problems which is enough evidence that I'm trying to help and not just complaining in the forums. Same goes for the simple link page explanation. I don't remember being told it was there and just not working properly. As far as I knew it didn't exist and all I ever heard back was that some affiliates liked it. Again, communicate and we will be happier. Not totally happy, just happier.

Regarding the affiliate managers, firstly I need to say Terri is doing a great job subject to the limitations placed on her. By that I mean, if you tell us to deal with our AMs then they need the resources to fix the problems. If they don't have them, don't tell us to deal with them for technical issues. It wastes our time. J.Todd's comments about it being a big company and lots of AMs etc is not valid. Big company or not, your people need to be able to do their job properly.

As you can gather, most of my comments are actually business issues rather than purely technical issues. I don't care about the size of your database or whether you have one of the largest affiliate databases in the industry. It should work and size is not an excuse. If I can't get accurate information out if it then it may as well have one record in one table. Shell, ING and General Electric all have pretty big databases and I'm guessing they work most of the time and if they don't, it doesn't take 8 months to fix them. What I'm saying is, it's another excuse and not a valid one. Throw money at the problem if necessary. You said you are willing to hire a person to monitor emails so why not dedicate more resources to some-one who can actually fix the problems rather than some-one who is just collecting all the details about the problems?

Along a similar line, we are all busy. To put it bluntly, who cares if you receive 1000 emails a day? You need to work out a way to reduce that number or get help to deal with them. People like a 24-48 hour turnaround for emails so if you need help to deal with them you should get it. Again, just sounds like you are aking an excuse and doesn't really make me want to send you one with suggestions because it will just exacerbate an existing problem for you. It's a cliche, however, each of us only has 24 hours a day and we all choose how to use that time.

If you have some-one checking an email address five times a day and nothing is coming in, doesn't that indicate a problem to you? That is, perhaps people don't know about the email address? Surely you didn't think all the problems just disappeared? All right, I'm getting a bit sarcastic now. I just find it disappointing that no-one bothers to visit the forums each day just to check. I realise you said you will be more active in the forums in the future. Sorry, heard that one before.

Now I said I'd get the negative things out of the way so let's move onto some positive things. I love the fact you send out statements before payment so we can check them. I think it is absolutely ridiculous that we have 12 hours to respond. Give us at least a day or two. Time zones make it much less for some people and most of us choose to get at least some sleep. Kudos for also doing wire payments (yes I'm non-US based) and not charging a fee either.

As a suggestion, regarding issues with the stats being delayed and other similar issues. Are you able to dedicate an area within the stats to put messages? Via email and forums is not the most efficient way and the obvious place would be right where the affiliate is looking at the time they see the problem. Plus you are assuming every affiliate visits the forums. Once again, it's about communicating with us prior to us seeing an issue and then asking what is wrong. I really think some-one at Euro Partners needs some training on how to communicate. It's about acting and not just reacting when things hit the fan. I've said it before, most of us are reasonable people and if we know about something and know it is being addressed we can deal with it.

Marc, I believe you have a good grasp of the problems, well at least the ones I outlined and hope things will be better over the coming months. Rest assured I have already marked 2 May 2010 (plus 2 weeks) in the calendar... As J.Todd said and without me speaking for anyone else, it don't believe this is a trust/integrity issue. I don't believe you are trying to hide the numbers and not pay us out rightful earnings. I do believe you are trying to hide the problems and not be 100% truthful about things.

Once again thanks everyone and as proof I am willing to work with you, I've just spent the last two hours listening and then creating this reply.

[gok]

Marc just spoke at http://www.blogtalkradio.com/apcw at 40:46 about my issue. He said: "I think that in this particular case, that it is the static issue, ...this particular case I DIDNT KNOW ABOUT IT... because we are at Podcast now... I will not doing it....."

WHAT A SHAME! you didnt know about it? I have send you more then 10 emails back and forward afther my first manager refuse to help me, you send me back to my first manager again and finaly the first manager changed me from manager to a new manager (number 3)... wich i still dont know about him!

This was your last email Marc: I can't pull the info about your account because I don't have access to it because I'm not your account manager.

So, how can you help affilliates by setting up an email account with help me @ eruopartners while your answers are as shown above?

Wel done Marc!
<!-- / message --><!-- sig -->If you still cant remember please visit: https://www.gpwa.org/forum/incident-187266.html

[jarvi]

You know what Marc, I find it really disappointing that you haven't managed to post a reply in here and I even pointed a link here because there are a couple of threads going. You asked for feedback and I gave you some and now a week later still nothing from you. I get the feeling the podcast was about you trying to tell your story and not really being interested in our opinions, be they feedback on the actual podcast or the Euro Partners website.

I've even posted about how to advise re stats issues and that has gone unanswered for days. I'm actually trying to help you and your program. Once again it seems to be ignored...

In case you haven't realised by now, the expectations of members here are that posts are answered in a timely manner and for most of us think 24-48 hours is reasonable during your work week and a day or so longer if posted over your weekend.

[gok]

If you ask me, I would say that something else is going on at EP... This is NO Style!

[EP Mark]

You know what Marc, I find it really disappointing that you haven't managed to post a reply in here and I even pointed a link here because there are a couple of threads going. You asked for feedback and I gave you some and now a week later still nothing from you. I get the feeling the podcast was about you trying to tell your story and not really being interested in our opinions, be they feedback on the actual podcast or the Euro Partners website.

I've even posted about how to advise re stats issues and that has gone unanswered for days. I'm actually trying to help you and your program. Once again it seems to be ignored...

In case you haven't realised by now, the expectations of members here are that posts are answered in a timely manner and for most of us think 24-48 hours is reasonable during your work week and a day or so longer if posted over your weekend.

Hi Jarvi,

Marc K has been out of town for a few days and I assume he will respond to your suggestions just as soon as he gets a moment to do so.

In the meantime I have read over your post several times and have taken note of your key points and suggestions and I intend to discuss them with him as I think you have some solid input there.

Thanks,

The other Mark

[EP VPMarketing]

Hi Jarvi

You are correct about many things and I appreciate the time you have taken to write all of your comments (now and in the past).

You raised a lot of points and I need to speak to all of them.
For now I will just say a couple of things and promise a fuller post in reply to what you have raised.

You are right that I did not officially take responsibility on the show for what has happened. You are correct, we screwed up.
In terms of the forums we (myself included) have not been here enough.
We have been trying but it definitely needs work.

My aim was not to make excuses for things but to lay them out as they are.
In terms of not mentioning the vendor sooner, we could not as it was not closed.
You'll be glad to know that we have started receiving emails at the address we setup so it is definitely working.

I will post a fuller reply.

Marc

[EP VPMarketing]

Hi Jarvi

I am also sorry that you could not participate more, I would have liked to have spoken to you during the podcast.

I am very happy to take you up on your offer and speak to you directly on skype. I will speak to Terri to arrange something.
Otherwise just let me or her know when is good for you and we can coordinate.

I am trying to go through your post in the order it was written.
My intention was in no way to abdicate responsibility for what has happened or to try and put all the blame on a bad vendor.
My aim is to speak to issues that exist so this post now is focusing on the areas of concern raised and things that need to be addressed.
We did have a bad vendor but we bear responsibility to our affiliates to deal with it not take 8 months about it.
In hindsight everything we were trying to resolve the situation did not work and ultimately both us and affiliates paid the price for this.
In simple terms, again, we were wrong and for that I apologise.
I also agree that the level of communication has and is still not at the level that it needs to be. We are working on it.
I am not here to tell how we will be better as only time can prove that, just to say that I recognise there is work to be done and it is not a short term fix.

In terms of waiting to tell you about the vendor, we could not really say anything as things were being negotiated with our old and new vendor and it was sensitive at the time.
You also raise a good point about the level of instruction or information you have been given about the system and how it works.
This is something I would like to discuss with you more in "person" when we speak.
Clearly this has been lacking and needs to be addressed.

Regarding AM's - I am glad you are happy with Terri, she is very good.
Your comments are mostly about the business, and like with any large business an individual's experience can vary greatly depending on who and what.
Since I have taken over I have been working to adjust some of the way we operate to face the challenges of so many more people and verticals.
I can tell you that the frustration that you and others have expressed here is the minority today but still needs to be addressed.
There is a lot that I am proud of that we did and other things things that we should definitely have done better.
As most people recognise and have stated, any frustrations have arisen not out of intention but rather systems or operating procedures that did not adequately address the need.
In recent times our AM's (and management) have also been frustrated with the new system and this has led to a lot of time and focus being on dealing with it day to day.
There have been many positive changes at Euro Partners and I know you and us will reap the benefit sooner rather than later.
This is in regards to procedures, not contacting the same sites / affiliates and in providing better tools and resources to affiliates.

In regards to emails.
The address we setup is now receiving emails, so you'll be glad to know that it is definitely working!
Re my own emails and time situation - I am the first to admit that with the increase in all we are doing and the issues that exist I was heavily affected by the workload.
I can tell you that I have taken this very seriously and have been dealing with the way we (and I) do things to ensure this is no longer the case.
Again regarding this and being more on the forums, all I can say is let time be our test, but I think you'll like what you see from now.

Bottom line is I believe we do a lot right but there is a lot of work to be done to ensure that we are effective and up for the challenge for ALL affiliates.
A lot is being done behind the scenes to this aim and I'm sure we will get there sooner rather than later.

A general update about the system and timeframes - we are on track as discussed and transition is going well.
I will keep you updated.

Thanks for the positive comments and all of the time invested through the last period.
I recognise everything you say and the efforts you have made to work with us in this situation.
For payments we try to keep the window short so that affiliates can be paid as quickly as possible.
This was on the assumption that an affiliate can tell immediately if there is an issue with the statement.
I'm going to review with payments and see what can be done here.
In general, most affiliates I have spoken to would rather keep it the way it is but Terri will make sure that you have more time to review yours.
The stats suggestion is also a good one and we will action it as soon as we can, I'll let you know.

I will not be around for today and tomorrow (national holiday) but will be back on the forums (and other channels) on Wednesday.

Looking forward to speaking to you live soon.

Thanks.

Marc

[casinobonusguy]

Hi Jarvi,

Marc K has been out of town for a few days and I assume he will respond to your suggestions just as soon as he gets a moment to do so.

In the meantime I have read over your post several times and have taken note of your key points and suggestions and I intend to discuss them with him as I think you have some solid input there.

Thanks,

The other Mark

At least this Mark has good taste in Hockey Teams

[jarvi]

Thanks Marc. We still have a way to go and rather than sit and type, perhaps it would make more sense to discuss them when we speak.

Re the statements though, by only giving a 12 hour window you are assuming all affiliates check their emails at least once every 12 hours. Some of us have a life outside of this industry and like to get away for more than 12 hours at a time. Coming from Australia I can be on a plane for more than 12 hours just to get to many places in the world.

I do have to make one more comment though and with absolutely no way to provide evidence, I find it impossible to believe that I am in the minority about the continuing frustrations. I prefer to think I am one of the few that has remained vocal about the issues and most have just moved on. This doesn't mean they are happy with it, it just means they have given it up as a lost cause. Again, shoot me down if you want because I don't have anything to come back with other than maybe less than a handful of affiliates here who might support me. I wish I could learn to be as tolerant as some of them, rather than try and fix things for the better.

[EP VPMarketing]

Hi Jarvi

I'll let you know as soon as I have an update about statements.
We still have a bit of time before they are sent and I aim to have some news before then.

In terms of percentage of affiliates that are frustrated.
I for one appreciate that you have kept up these threads and once we're through all these I think you'll be recognised as an affiliate that helped keep these matters top of mind and got some answers for the community.
More affiliates than not have told me that they are not feeling the frustrations that some are but I have not spoken to all affiliates and I think it depends greatly on how you promote, need for different reports etc.
I also recognise that many affiliates that are frustrated I probably never hear from.
So whether minority or majority, either way there are too many affiliates that have been affected.

BTW, we have national holidays on Sunday and Monday so maybe we can arrange our call for middle or late next week?

Thanks.

Marc

[jarvi]

So the 2 May plus two week deadline has gone and I actually think our position is worse than it was prior to the podcast. Just another deadline that has been missed.

Hi Jarvi
I am very happy to take you up on your offer and speak to you directly on skype. I will speak to Terri to arrange something.
Otherwise just let me or her know when is good for you and we can coordinate.

Don't bother now. You have had about seven weeks to contact me to arrange a discussion. Just more evidence that you can talk the talk, however, when it comes to actually doing something it's another story.

[EP VPMarketing]

Hi Jarvi

The first deadline of transition we met and I updated here that we were working on a few issues (as agreed) including sub affiliates report.
We received this for testing (I also updated here) and this should have been live this week.
Unfortunately we found a bug which was sent back to developers to correct.
We also updated here about that situation and that we are waiting for next ETA from developers.
If the testing had found no issues this would have been live already.
We are trying to make sure that things go live without ANY issues.

In terms of speaking, I spoke to Terri to arrange with you and I also said you can let me know directly a time you would prefer.
You are right that we did not speak but I also made the offer to you to let me know when was a good time for you.
As you were dealing with her anyway day to day I suggested that you arrange between you a time or contact me with what time you prefer.
You also did not send me anything about speaking.
We have taken what you said and tried to implement and I still would like to speak if you would.

I have also PM'ed you.

Thanks.

Marc