What is an acceptable time for AM's to respond?

[mojo]

Just curious, when you write an AM, what timeframe do you expect a response?

12 hrs, 24, 48? Should they have weekend (day off) coverage?

[Smoking]

I feel a few days is long enough!

even on vacation/holiday some1 should cover the emails or they should

Usually it does not take alot of time to check/reply to emails if done daily

[casinoplanet]

They should respond within 2 working days imho

[TheGooner]

Personally, I am OK with a couple of work days for routine requests - perhaps a little sooner for financial requests.

I don't EXPECT weekend turn-around, and also give allowances during conference schedules.

If you email a direct email address for a person and they are on holiday- then a holiday bounce message with a suggested alternate is a good touch.

[mojo]

Personally, I am OK with a couple of work days for routine requests - perhaps a little sooner for financial requests.

I don't EXPECT weekend turn-around, and also give allowances during conference schedules.

If you email a direct email address for a person and they are on holiday- then a holiday bounce message with a suggested alternate is a good touch.

When affiliates are awaiting payment, it can be painful. The world seems to stop on holiday's and other events. I feel that AM's could be more sensitive to that.

[p.arena]

I try to reply on the same day I receive an email or the following day at the latest. Plus I work from home and check my emails regularly so will usually respond on weekends too.

[Doolally]

A couple of work days for me. I also make allowances for igaming conferences or special holidays.

[cass]

If it's during the week I expect a reply within 48 hours.

[iGamingWriter]

I'm of the mind that 24 hours during the business week is friendly, 48 hours during the business week is professional and any longer than that and i'm starting to get a little tetchy. Weekends i'm happy enough not to hear anything, but if it's going to be longer than that i want someone else responding or an out of office automated response.

Looking at the good and the bad; i've has one AM reply within a couple of hours to tell me they were not long out of hospital and would get back to me as soon as they were back in the office - when you're seriously ill enough to be admitted to hospital, i'm sure i could let you off with the delay, but it was a damned nice thing to do. The flip side often comes when i have anything negative what-so-ever to say. This could be anything from having tested the casino CS and repeatedly not received a responce, to issues with terms and conditions, to highlighting complaints at mediation websites. Good AMs get back to you quickly, bad one will stop communicating all together.

Personally i try to respond to all emails within 24 hours if i can, although i have to admit i'm not always successful.

[SlotsAff]

Withing 24 hours is ideal for me - add your AMs to Skype/MSN and then you can normally get a quicker response

[F-L-C]

Within 48 is acceptable, I think it's ok not to work on the weekend though!

[ocreditor]

Within 48 is acceptable, I think it's ok not to work on the weekend though!

Yeah I agree. All of us need a day off! More than two days' delay during the week is a little annoying though. When someone is out of office or on holiday it's so easy to just set up an automatic reply and forward the mail on to a colleague, so I really don't get why not all AMs do that.

[JackpotParty_Roxy]

I like to make sure I get back to my affiliates as quickly as possible - so most of my reponses are within a couple of hours after receiving the email. I am a bit of a workaholic and check my emails out of hours. If I can't offer answers straight away, expect updates until then.

[mojo]

I can't think of any of my AM's that would take 48 hours.

Most are like Roxy and answer right away. Or within 12 - 24 hours depending on the time zone. Vacations we know ahead of time and it would be rare I would have to bother them. Even traveling for work they are always still available. I try to know the days off because they are not always sat & sun, so I don't have to bother them. But if I do, they still answer for the most part or someone else does.

I think we need that to stay competitive in some circumstances. Thank you!

[casinobonusguy]

Depends where they are located ,if I email a manager in Israel Thursday afternoon then I know they are gone until their Sunday Morning.As for counting on payments ,there was a time we could count on affiliate payments like a worker could count on a paycheck but not anymore .Processing times are slower than usual.

[universal4]

I know isn't it lovely that payments are so timely...NOT...funny I bet all the affiliate managers get their paychecks on time.

I also think we shouldn't have to wait more than a few days for a response of some sort, with a little extra time allowed for weekedns or holidays.

It's really frustrating not to hear anything back within an acceptable time frame....as an example, during the second week of the month I wrote to one group requesting a discussion about my commissions with them this month, now I did state it wasn't necessary to drop what they were doing to look into it, but I did explain I wanted to hear from them THIS MONTH and I am still waiting....

Guess who's exposure might be reduced this month?

Rick
Universal4

[universal4]

Talk about irony.....geesh.....

I just logged in to my email after posting the above and sure enough there was my email answer....

Well, I originally stated as long as I heard back from them by the end of the month....and I did....lol

Rick
Universal4

[lmhiih]

2 hours is good (-:

[Renee]

, so I really don't get why not all AMs do that.

The same reason you don't click the unsubscribe button in spam?

Honestly, this is a double edged sword. If you got as much spam as I do, and I'm talking 200+ per day, you wouldn't have an autoresponder either because any that have a real address reply to will get the autoresponder and know that your email address is a real one, then more spam comes.

In saying that, I think an autoresponder is necessary for long holidays. I also try to post here and on facebook, linkedin etc to let people know I'm away. And I also have the bb strapped to my face when I'm out of the office.
We also have a little note we can leave inside an affiliate account that we manage where if you click the account manager tab it will tell you if we are away.

I know isn't it lovely that payments are so timely...NOT...funny I bet all the affiliate managers get their paychecks on time.

I cannot think of a time when we didn't pay on time
In fact usually we pay 3-4 days early.

[Chips]

One business day is fine. Over the years I have whittled down my programs to ones that offer the best support to me and my players. The magority of programs respond in less than 24 hours during the week and I rarely look at my email over the weekend except for any player issues/questions so I am fine with the weekend/holiday delays.