How Does LVA Respond to Criticism over the Paid-Subscription Model?

How do you respond to the comments on the Question of the Day that announced LVA is going to a paid-subscription site? Some of them were pretty critical -- and valid, I thought.

Yes, that Question of the Day garnered more than 50 comments.

We've been working on this QoD since then, in order to respond to comments such as this one:

Anthony, if you want us to have enough confidence in your website to start charging us for it, you have to demonstrate some respect to these readers by replying in the QOD to the issues and problems they raised. 1) Will there be fewer annoying ads with paid subscriptions? 2) Why haven't people received items they've purchased from you, and why is it so difficult to them to contact someone about this, or get a reply from someone on your end? 3) You say you're converting to a subscription model and don't provide any info on how and where to sign up. Lazy, lazy, lazy, and easily avoidable if you truly respected your readers and made the sincere effort to address their concerns instead of taking the easy way out and milking the cash cow.

This comment was made in the middle of the day the QoD ran. No, we didn't feel it was disrespectful to let the comments go without immediate answers, pending a complete response at a later date. This QoD is Part 1 of a two-part response. We start out with our responses to this comment.

1) We have a banner on the home page, which is our own ad space. As for the Google ads, if enough people pay 10 cents a day, then yes, absolutely, they'll go away. And maybe they will anyway. It's a determination we haven't finalized yet. We'll address the ads in more detail in Part 2 tomorrow.

2) We fulfill orders within one day of receiving them, if we have the product(s) in stock. If not, we backorder or refund. When we launch a new book, we always offer a substantial discount off the list price -- with the understanding that it's a prepublication deal for ordering in advance. Our shipping and customer service departments have never, in all the decades we've managed to stay in business, been better staffed and more efficient than they are now. If you call, if you email, we respond promptly. Neither our phone number nor customer-service email address has ever changed and our phone system rolls calls over to five lines, so if it rings more than twice, the "next up on phones" grabs it. For the record, what items of yours have not been received or addressed? Perhaps other readers/customers/subscribers would like to weigh in on this issue.

3) Lazy lazy lazy? Sorry, but we're not sure what you're referring to. The new paywall model was announced in the July Advisor. We received questions about it and answered one in a QoD. Essentially, both were alerts that a big change is coming soon. This is a major project that we've been working on for months. (The joke around here for tech challenges is, "Can't you just push a button?" If only we could!) As soon as everything is ready, signup details will be at your fingertips.

We should note that since that QoD was published, we've changed the fee structure slightly. There will be only two pay options instead of three. The $3 per month will give you access to all the content on LVA.com, limited access to Member Rewards Online, but not the Member Rewards Book; this will auto renew and you can cancel easily at any time by clicking the box in your account or calling us. The second will be the same $50 for the annual subscription, including all the web content and all the coupons and as always, the annual subscription will not auto renew, but will have the option to. We've never taken you by surprise with a big renewal charge on your credit card. We don't like it when that happens to us, so we just don't do it and never will.

Free content will include the LVA YouTube Updates and livestreams; the archived Gambling with an Edge podcasts; Richard Munchkin's "Life Is a Gamble" podcast; Eddie Rivkin's "Vegas Golden Knights" podcast; a half-dozen or so archived blogs, including those from Jean Scott, Blair Rodman, FrankB; and reprints of 888.com gambling articles.

As for the rest of the comments, we'll address those tomorrow.

No part of this answer may be reproduced or utilized in any form or by any means, electronic or mechanical, without the written permission of the publisher.

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Comments

thebeachbum Aug-28-2023

Just Waiting

Just waiting to sign up.  Free lasted much longer than I expected.

Bob Aug-28-2023

Value

a theory that stuck with me from some Business/Marketing class many moons ago  "if the perceived value of your product or service exceeds the cost by a penny, you'll have a happy customer"  
SO, I'd say it's a simple decision. Do you see $3 a month value in all that LVA Offers you? Yes/No   Myself, I find great value in all the news, info & entertainment offered, and consider the Annual membership a Bargain!  But hey, if you don't see the Value... take your 3 bucks and go buy yourself a small coffee!   Thank You AC and LVA Staff for all you do!

Tim Soldan Aug-28-2023

Bargain

I joined LVA when I first learned about it many years ago. It was a bargain then and a bargain now. I very much enjoy all the features, especially the MRB. Thats my story and I am sticking with it. I wish the videos had been my idea since my background is in television. Andrew Hunt brings a lot to the table.

IPA Noah Aug-28-2023

Sorry

You guys had to both read and respond to a ridiculous comment not calling you lacy, but saying it there times. Personally I would have just told them not to let the door hit them on the way out. Between this site and the yt channel on top of running a publishing company, calling you guys lazy is just ignorant. Anyways I'm working on my new uth strategy from the Ultimate Report I received last week.

Randall Ward Aug-28-2023

orders

I've been a subscriber since 90s so no problem, but will say the comment about purchases is off.  I just bought a book and it shipped immediately, and the only time I had a problem was with my subscription it was fixed with one call.

Trainwreck Aug-28-2023

Orders

I too have always received any orders almost immediately.

Kevin Lewis Aug-28-2023

Those who question...

...the value of an LVA subscription are those who are too thick to realize the value of an LVA subscription. It's not just the coupons. The various and sundry info has saved me 43,258.52 over the years. And I'm no longer a frequent Vegas visitor.

Kevin Rough Aug-28-2023

People Love To Complain

People love to complain.  And cheap people love to complain when they have to start paying things that used to be free.  People complain about paying to park.  People who used to game the comp beverage system complain that they no longer can.  And now people complain because this site will no longer be free.

I have been paying the $50 for a few years now because I believe what I get out of it was worth the $50.  I don't complain about it.

Lotel Aug-28-2023

Just bad timing for LVA

I think most people are have tired of paid subscriptions. during covid  they were great and needed as people had a lot of free time.   . But now not needed as much . I have stopped a lot of  subscriptions  like  Netflix, sport/news sites  and others  and really don't miss them.  plus you add all the high prices and extra fees in Las Vegas now,  people  don't like or care about Las Vegas as much. they have stopped or cut back going there. I have found other place to vacation/gamble . Maybe you should expand coverage to other gambling areas in the USA.     I will probably pay but not sure.

Michael B Aug-28-2023

Understand both sides

I can see how a causal fan of Vegas and gambling appreciates this site and it's contents but wouldn't want to pay for it. I never paid for it either until this year. But if you make it to Vegas once or twice a year and love getting deals JOIN!
In March I stopped by and bought the coupon book and became a member for the first time. If you go to Vegas at least once a year and have the means to travel around when you're there and you like getting deals this book is a no brainer. So far I've only used it downtown and had a blast walking around using my match bets and such. Since I had good luck with it I have more than covered the $50. When I go back to Vegas in September I'll have a car this time so I will travel around to some of the other places and I'll be using the 25% Top of Binions and the 50% off Palms Seafood Buffet coupons. It's a fun time hopping around using the coupons if you have the time to do it. 
So yeah I get that some people don't wanna pay. I'll be a member from now on

denis mcintosh Aug-28-2023

Response

Good day, in the last couple of months i have sent a text and emails to LVA. One was a question asking if any of your books discusses advantage slots.  Then i sent 3 emails asking about where to find AC beer friday, i would like ro watch and subscribe to it. Never never received a response. Tried CS@ and Promotions@, then finally asked if the emails are still valid. No response. No help. Not much respect to the requester of simple info. Why is that?

Raymond Ray Aug-28-2023

LVA SUBSCRIPTION

 One thing to add, I hope I'm not jumping the gun on tomorrow's answer is that if you pay the $30 to access the site, you only have to pay $20 later to receive the book. I called the office the day you announced this because I wasn't sure if I was able to come to Vegas this year or not. The young lady that answered the phone and answered my questions. To her, THANK YOU😁

Steve O'Donoghue Aug-28-2023

Orders

I've been a member of LVA for over 20 years. During that time I've ordered numerous publications. I have always received them in a timely fashion. Keep up the good work!

Ray Aug-28-2023

not disrespectful?

The QoD you reference was 4 weeks ago and by not commenting at all about the complaints, you ARE being disrespectful of those with concerns. You ignored us. Now, a month later you come up with a 2 part response? The LEAST you could have done was acknowledge the complaints and declare that you are preparing a response. And quite frankly, why does it take a month to say "we think we're worth it", because that's all you're really saying.

Patricia Aug-28-2023

No Problem

I have always paid Hopefully less rude people will stay.
I enjoy forum Yet if my comments not clear I get negative 
feedback After all I am a senior citizen that’s love Las Vegas
sense I was a 21 year old working there for a few months

Deke Castleman Aug-28-2023

In response to: sinedmc

This sort of input is valuable, but also disturbing, so we looked into your specific situation. Your QoD submission is in the queue awaiting the release of the third edition of Gambling 102, which has new chapters on advantage slots. We don't receive texts; our phones are landlines. Other questions from you have been responded to (giving you detailed responses on how to remove the ads on your phone). We don't see any questions regarding Beer Fridays, but the way to access that is on the LVA YouTube Channel; click "Live" in the top nav and all the livestreams will come up.

CLIFFORD Aug-28-2023

Just Wondering

Are there any questions left after all these years?

Maggie Aug-28-2023

No issues

I have ordered several things and never had an issue.  One year my coupon book was returned to LVA for some reason and they went way out of their way to call me and let me know of the issue and resend it to me.  It was a very thoughtful thing to do.  Many businesses wouldn’t have been so helpful.

Jon Anderson Aug-28-2023

LVA value

been a long time member...have purchased half a dozen books or so and never had an issue...have used your coupon book twice and more than paid for multiple subscriptions through the savings and match plays...if anyone has an issue with your content and the value within, then they have no concept of value...love your publication and your insights...youtube channel is a hoot and i really love watching anthony get juiced up over the hour long beer fridays...andrew is a damn cool dude too...thx so much guys(and gals) at LVA...keep up the great work and i'll subscribe as long as i breathe...peace

Jeff Waterman Aug-28-2023

Jeff W

I think the paywall is a good idea.   As long as you get for what you pay..

VegasROX Aug-28-2023

Jon, Deke, Ray

FULLY agree with Jon's assessment, 100% spot on!!  Deke...a way to get rid of ads when using phone??  BONUS, put it behind the pay wall :)   Ray, WTH is wrong with you???  Disrespectful? For some reason, I suspect you are one who has an issue with actually helping with the site that gives you the most information on Vegas. Here's hoping you keep your nasty a$$ attitude elsewhere.  I've had a membership on LVA for a very long time and have never had an issue that wasn't taken care of IMMEDIATELY when called or emailed. Only happened a few times in many many years, but always resolved within minutes.  Orders, I have a library full of LVA books, always delivered within days of ordering. I really hope we don't run across the likes of Ray, not here not anywhere, again!!

Jahnke Aug-28-2023

Nothing in Life is Free

There's always a certain percentage of the population that believes they should get things for free.  The rest of us (especially those who are self-employed), understands that there are costs to running a business.  These include things like employee salaries and benefits, insurance, building payments or rent, etc.  I'm self-employed and can't afford to provide my services for free and neither should the Las Vegas Advisor.  I've gladly paid for my yearly subscription and have appreciated all of the information I've received over the years.  For those people who believe they should receive this information for free--maybe they should consider working for their employer for no pay check.

Pat McCoy Sep-02-2023

Whoever made that comment should be banned from the site.

What a terrible comment this "person" made.  I have been a very long time subscriber and the comment offends me.  It certainly must have offended AC and LVA staff.  I want you to know I deeply respect you.  You have always been quick to respond to any question or comment I might have. Everyone is most helpful. I'm sure there are many more subscribers like me than the one or two that are always looking for something to gripe about.  Keep up the good work.

Question of the Day - 28 August 2023

Comments