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  1. #11
    Senior Member mhetrick's Avatar
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    Quote Originally Posted by twoarmedbandit View Post
    Was that 10:45 Saturday night that they sent the email?
    Yes, that's when the correction was made. The FP wasn't available until 6AM on Sunday morning.

  2. #12
    Senior Member mhetrick's Avatar
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    Funny how Sam's Town Shreveport hasn't responded to any of the complaint posts on their FB page or sent any type of email out about the situation yesterday.

  3. #13
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    Keep in mind that often the mail program is conducted by a third party printing house which handles the casino's DM programs. It's likely (in my experience) that he error was made by an outside vendor when they populated the data and 'ran the presses'.

  4. #14
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    Quote Originally Posted by MarketingGuy68 View Post
    Keep in mind that often the mail program is conducted by a third party printing house which handles the casino's DM programs. It's likely (in my experience) that he error was made by an outside vendor when they populated the data and 'ran the presses'.
    Yes... When I worked for a large corporation one of our sister casinos had this same incident happen and it was the 3rd party mail house that made the mistake. Still, the casino is going to take the hit in terms or PR and I really feel sorry for the folks at the club card center who certainly had to deal with the onslaught of irate guests. It's kind of like when your flight doesn't take off on time and someone is screaming at the person behind the counter, like it's their fault...

    I can certainly understand how people feel about them not honoring the offer. This situation is a marketer's worst nightmare.

    Certainly there was a discussion on what to do at the casino level. If the $10 coupons were accidentally printed at $15, $20, or even $25, they'd probably just let it go and honor it. At $100 it does become a different story. I'm going to guess they mail offers to 50,000 people. (Could be half that or double that). I'm going to guess 80% are at that $5/$10 level. That's 40,000 people. If we use the higher $10 number, that's $400,000 in free play offers. Change that to $100 and now you're looking at $4 million, a difference of $3.6 million.

    It's a bad situation all the way around. Guests are understandably upset, I would be too.
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  5. #15
    Senior Member kdk's Avatar
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    I experienced a similar situation back in September at Harrah's Ak-Chin in AZ.
    They sent out a mailer saying "you are guaranteed $150" in free slot play.

    The mailer was meant to say you are guaranteed for the entire month if you go back each week, so was supposed to be $30 each Monday but could be more. However, the way it read it clearly said that it was each week. I thought it seemed like an overly generous offer so of course took them up on it.

    The first Monday the casino was extremely busy, and i got my $150 no problem.

    Then went back the next Monday because it was such a good offer. Only got $30. Lots of irate people. They had also mailed out a corrected mailer- though it didn't say correction on it- just worded the weekly offer differently. Heard similar stories- one woman said she drove from Colorado for the freeplay- at least an 8 hour drive.

    Lots of people screaming at the director of marketing- he was the highest level of management on duty at the casino at the time. I finally pulled him aside myself, said I'm a good player and asked what he could do for me as a courtesy. He told me the casino lost over $100,000 the previous Monday by honoring this mistake (it was Labor day so it was even busier than normal)- every single player got 5x their normal freeplay that day, and were calling their friends to come in since they were honoring it. He said they took the risk of upsetting some customers versus that large of a loss again. He did give me an extra $35 in freeplay just to be nice based on my past play there. I wasn't happy still, and didn't go back the rest of the month, but I know mistakes do happen.
    Last edited by kdk; 02-24-2015 at 06:18 PM.

  6. #16
    Senior Member Dewie's Avatar
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    Quote Originally Posted by Moneybags View Post
    They should go with it and pay all of them. Also, make a big deal about it and get it put on the local news, etc. Hell, such a thing might even get to some of the national cable channels. Turn lemons into lemonade.

    Personally, I'd be pissed if they didn't. I'd think, wow, if they can make a mistake like that, what kind of mistakes are they making with slot payback, etc.
    I agree completely! Honoring it and making a big deal about it would net them news, free advertising, bringing people out of the closet whom haven't been in a while or people who then get the idea to go. Not to mention the majority of those people would blow the FP in no time. I get $115 a week and I blow through it like nothing.
    I vow to stop chasing Major Progressives in 2015....I swear!

  7. #17
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    FWIW, if you drive multiple hours for $100 FSP, then you should rethink that.
    NOW; if you were ALREADY planning on going, then good on you.
    Also, people should realize...if you're usually getting $5/$10 FSP, and all of a sudden get $100+, it's USUALLY a mistake.
    Caveat Emptor...

  8. #18
    Senior Member Randall's Avatar
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    I got the same email but in reverse. The first email was I had received $5 in bonus free slot play. I then got an email saying they had a made a mistake and the amount should be $100. I could not go anyway since I had to work last weekend. But I will be there March 13-15th.

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