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Mlife I spoke with a slot supervisor, who

Discussion in 'Comps' started by cloudi63, Aug 27, 2012.

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  1. cloudi63

    cloudi63 MIA

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    is going to be passing the info along to a Mr. Trevor Lynch, who handles Mlife, this slot supervisor, from the Bellagio stated calls are automatically directed to the Bellagio, that has anything to do with Corporate headquarters! What info? Well I've had it with the Mlife website! I log on, of which I added my phone number a few weeks ago, I log on today and no phone number! Yes! I made sure to press "Save" when updating info! I asked him if he can tell who was last logged into guest'/peoples accounts, he said there is a way to check! I told him I want to make sure NO ONE has been in my account, that has no business in my account! Anyway my tier credits are NOT what the Aria Mlife rep told me I had. When logging into the Mlife site today, it has my offers still avail, but no hotels, just offers with blank spaces, of where it shows which hotel, I have an offer still valid until Oct. 31st with Bellagio for 3 nights, a birthday offer of which expired at the end of July and I have 2 offers with the MGM, one which is 3 nights w/$200 FP, the other in what was stated a "New Suite" for 4 nights w/$200 FP. When I called a number I had (702) 693-7120, the lady on the line stated too me, I will transfer you to headquarters, this is when I got Mr. Rangel, who said he's in a supervisor position, along with being a slot supervisor at the Bellagio.

    I stated the many complaints about Express Comps, Tier Credits, Comps, Mlife website, ETC. I gave him this site, he said he's very interested in what people are saying, and that he is going to come here and read the titles/threads, he said they have no way of knowing what's being said, or how people/guest feel, unless they hear directly from people like us, I said from what I understand there are many who have complained and that many of the properties host' know about these complaints as well. I stated to Mr. Rangel that people are getting fed up and are trying out other places, he said that is concerning too him and that he is going to pass along the information to a higher up than who ever Mr. Lynch is as well. I stated to Mr. Rangel, "I don't believe you all want to start losing people/guest to other properties, because they feel they aren't getting treated better, fairly, etc. I stated that many more people feel CET/Total Rewards is much more simplified, updated and not many complaints. I went on to state that the phone number and member service rep from Mlife was of no help, she stated all they do is help people log into the site!! WTH!! I said to her the site says "Member Services"! shouldn't that include many aspects, such as explaining Tier Credits (why some are gone), Express Comps, Comps/Offers, ETC! she said this is Mlife only! I said yes and Mlife includes all MGM INTL. properties, she said you need to call VIP member services, I said I shouldn't have to call VIP member services at all the different properties! All MGM properties are under "ONE UMBRELLA" you all should be able to assist your guest with the Mlife accounts! UGH! this was when she said she was transferring me too Corporate and I ended up speaking with Mr. Rangel, a very nice man!
     
  2. Ezzy711

    Ezzy711 Low-Roller

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    How could they not know members are upset when the site is down more than up and people have been calling (many documented on this site) to try to clear up offers/points. They must keep their heads in the sand. I hope this gentleman will read the posts to get a feel for the dissatisfaction but I'm not holding my breath.
     
  3. Boogaloo

    Boogaloo Low-Roller

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    This was my first thought as well.

    What possible excuse is there not to have an intern or someone whose job is to look at the top Vegas-related websites and gauge people's opinions for use in marketing and service improvement? Or maybe they do, but no-one significant in the company cares about it, a trend I've seen among some organizations (i.e., not caring at all what's said about them on message boards).
     
  4. JosieCat

    JosieCat VIP Whale

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    They know. Saying they don't is a load of &$?@? Just go look at their Facebook page.
     
  5. Debh

    Debh Low-Roller

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    They know, they just don't care.
    I really think they feel it will blow over and everyone will forget they are upset.
     
  6. nostresshere

    nostresshere Mr. Anti Debit Card

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    I think there is some good information here, but it sure is hard to figure out who you talked to.


    And, I find it hard to believe someone you talked to is both an Mlife Supervisor and a Slot Supervisor. I could be wrong, but...

    Yes, Mlife has big problems. If you are indeed talking to somebody that might care, pick your battles about what they need to fix. Stuff like "... told him I want to make sure NO ONE has been in my account, that has no business in my account!" No way is anybody on the other end of the phone going to pay any attention to that sort of demand. In fact, with that sort of demand, some of the good stuff you may have brought forth will get lost. Just human nature.
     
  7. Royal Flusher

    Royal Flusher Savvy Gambler

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    Can't remember which thread someone posted that their offers disappeared - but MILF had sent me a 2 night comp stay offer for MGM (by email, and in the MILF site) and its gone.

    The site looks messed up too. Some of the logos are missing and there are big empty spaces on the page. I clicked on Tax Information and the site blew up.

    That's what they get for running it on freeware I guess.
     
  8. BeeeJay

    BeeeJay President of The Red Lobster Hostess Satisfaction

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    August 27th, 2017

    Hey Royal Flusher, I can't decide between my great offer from Bellagio Holdings Corp or Aria Partners. I think I'll stay back to back and take both and then maybe double book with Desert Mirage LLC.

    Hey BeeeJay that sounds great, I am getting freeplay left and right at Caesars ever since they emerged from bankruptcy. Its great getting a drink there from a cocktail waitress who was born AFTER the 1950's.

    Hey Gaggles isn't it great that competition rather than monopoly has revived the Las Vegas Strip.

    Why yes Macker it is amazing how these American's can actually innovate and compete successfully when they don't rely on monopoly and mediocrity to insure their business success.
     
  9. y2mulder

    y2mulder Low-Roller

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    Wow. 7000 Stars. Beeejay is on a roll.
     
  10. y2mulder

    y2mulder Low-Roller

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    Wow....that was a bill of goods. Did he give you his Email address so we could contact him? Yeah, I thought so. OK then, I will bite.....



    Mr. Trevor Lynch

    Drop the Premium slots, and I will be back. And stop going so far out of your fucking way to jack your players around like that. Benny Binion would be pissing on your floor.

    Love,
    Me.

    Edit: And I will donate $10,000 to the future rehab of Miley Cyrus if anyone from MGM replies. $25,000 if the answer sounds like they actually give a crap.
     
  11. maximus56k

    maximus56k Tourist

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  12. Nevyn

    Nevyn VIP Whale

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    They know.

    But admitting they know is like admitting they have crappy service, and if they say it wrong also sounds like they don't care. So its not surprising he'd play dumb and be shocked that people are unhappy.
     
  13. JosieCat

    JosieCat VIP Whale

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    They know. They just keep repeating the same scripted phrase. See below for some recent facebook activity:

    Some Guy: the Mlife site is the worse since they started messing with it long ago....just saying...and the comps have been worse also...what's up with that?

    M Life's response: The upcoming Oct. 1 changes to the M life program are based on feedback from M life members of all tier levels to offer rich rewards to visit our world-class resorts. We appreciate your loyalty and commitment to M life and MGM Resorts International.

    Me getting involved: M Life, why do you keep saying the changes are based on feedback from us. No one in their right mind would ask you to reduce the amount of comps we are getting. You are changing it from $2 to earn 1 point to now being $3 for that same point. That’s a reduction in comps. You are also changing it so that we only earn 1 cent instead of 2 cents towards express comps. Again, a reduction in comps. Do you think that if you just keep saying it, we will start to believe it. I’d have far more respect for you all, if you just said “hey, the economy’s bad, and we are reducing your comps”, instead of constantly repeating the same phrase about it’s feedback from us that motivated the change – like we are complete idiots.

    M Life's response to me: The changes were made based on feedback from M life members of all tier levels requesting richer offers to visit our resorts. We are making changes to accomplish this goal.

    Me again: I give up. Your answer to my question - was to just basically tell me again how feedback from us directed you to reduce our comps. Explain the connection. Tell me how reducing our ability to earn points is going to get me a "richer" offer. Are you saying that what you take away from us in express comps and point play will now go into our direct offers?

    They stopped responding after that :)
     
  14. nostresshere

    nostresshere Mr. Anti Debit Card

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    Dear Mlife:

    According to your information, it appears that other customers have asked you to

    a) Reduce value of our play
    b) Reduce ratio of express comps to coin in
    c) Removal of Noir for million point customers
    d) No clear answers about Oct 1 and new tier expiration from old program.

    Well, could you find some of those idiots and ask THEM to explain why they asked for this?
     
  15. Royal Flusher

    Royal Flusher Savvy Gambler

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    Snort.

    The message you have entered is too short. Please lengthen your message to at least 8 characters.
     
  16. Boone

    Boone Tourist

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    Maybe it is just me but I will throw my opinion out that the people who "NEED" to know that Mlife sucks have no idea how the players are reacting to it. Let me explain..... Changes like this from this size of a company will have consultant after consultant thrown at it through every step. First they evaluated that they could do this and make people think it was great while at the same time saving the company money. The next step is they (consultants) will audit the process and evaluation of their prior estimations. Do you think they will show it as a failure so early in the game? Hell no - they will throw smoke and mirrors to show what they want to show all the while still billing for services. The final step is that people accept the new methods and it succeeds or the company shows a huge loss during a reporting. That is the great thing about consultants - if it works the VP's will take the credit. If it fails the consultants will get thrown under the bus - but who cares, they will take the smoke and mirrors part with them to report to other companies to show how great the plan was and with their help they can make it work and save the other company soooo much more money... Never ending cycle.
     
  17. Blondie76

    Blondie76 Low-Roller

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    A player's bottom line is

    Get rid of the specialty slot point payback. Make all slots even except the accepted practice of VP slots taking more coin through. Make the damn site so one can put in their dates at the property(s) and see immediately what comp nights or reduced rates one can get. No offer codes. Attach the offer codes to the other extras that might come with the room like FSP , food, shows, etc. I think this could be called the KISS method. Something that they should REALLY strive to copy CET's KISS method success. I believe MGM Mirage has way more rooms to fill than Caesars Corp in Vegas, As nice as many of their props are and as nice as the rooms are...I'm assuming that they can't have any where near full capacity most of the time.

    I feel very underwhelmed and unappreciated by MGMMirage. We are Gold there. I realize tier status doesn't necessarily mean everything. But when we stay 2 or 3 nights at an MGM prop (have twice) we play the same as when we stay at a Harrah's property. We've had some great rooms at Harrah's properties too. In fact our next trip we will be staying 8 nights total at 2 different Harrahs properties. :) And we are super happy with what those rooms will be costing us. :ssst:

    I haven't posted a TR in awhile. I will this fall after our November trip. :)
     
  18. Reed

    Reed High-Roller

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    JosieCat - Thanks for the posts to MGM. I am staying with them because my host still gives me decent offers and I prefer most of the MGM casinos, but this nonsense of "its what our customers requested" is total bullshit. Other than high level Noir players requesting that it become more exclusive, there is no way any of the other changes were what any of us customers wanted.

    I am not against them doing what they did and I understand it from a business perspective, but PLEASE stop spinning it into lie - it is NOT what your customers wanted, it is what you decided to do because you are carrying so much debt from your short-sighted $9 billion dollar investment (I realize Aria is doing ok, but how about Vdara, Veer?).
     
    Last edited: Aug 29, 2012
  19. BeeeJay

    BeeeJay President of The Red Lobster Hostess Satisfaction

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    this is one if the guys I ccd on my email a week or so back. I heard no response responses I assume he's the standard corporate tool drinking the kool aid, smoking the execs poles.
     
  20. Boogaloo

    Boogaloo Low-Roller

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    Yes please, simplify everything so that a person of average intelligence or above has a good chance of understanding the rewards structure and have that information clearly spelled out on the website.

    Also, get a hosting service that makes the website be up more than 50% of the time - that's seriously about my experience of only being able to do things (including giving you money in exchange for good and servcies!) about half the time.
     
    Last edited: Aug 28, 2012
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