Is PokerTracker's support always non-responsive?

[Al Schoonmaker]

I've read so many favorable comments about this program that I've tried twice to get information. I've emailed their support requesting information for a series of "Card Player" articles on note-taking.

Both requests were ignored, which I find surprising. If I had not read so many positive comments, I would simply drop the subject or tell readers not to buy the software because it is not supported.

I'd appreciate any comments you can offer about the quality of PT's support.

Al

[Vern]

Their support is outstanding.

You are not asking for support, you are asking for an interview to put in a magazine. Why title you message in such a way to make one think you have a service issue and were not getting a response?

They post every day on their boards answering their customers questions and address issues immediately.

Nice try though.

Vern

[Rudbaeck]

I've emailed them half a dozen times, and posted on the boards half a dozen times in the support section. Always got a response within 24 hours. If I mailed/posted during a weekday I usually got a response in 6 hours.

There are plenty of people here you could interview about PT and note taking. Bisonbison springs to mind.

[_And1_]

many users are active here and do know almost or even more on "usabiility" of PT features that the Pat and Mike might, they might not know all the tech features but might still be able to answer your questions... if not specific on the pt code..

[zerosum]

My experience with Poker Tracker service/support has always been expectional. I've always received prompt and responsive answers to my questions and comments, whether I initiated contact by email or the Poker Tracker forums.

If you purchased Poker Tracker, you might try including your invoice number in your email queries. Many software developers give their time first to individuals who have actually purchased their product. Those who have not quickly fall to a distant second.

[gila]

They have the best support of any company I have ever been a associated with.

[gasoltub]

I posted a problem on PT's forum yesterday and there was a reply from pat only minutes after, asking me to send a few hand histories. And after mailing them I had a reply and thank you in my inbox ten minutes later.

[cocked&locked]

The PT guys really have their stuff together...

I once had a problem with PT late Friday night (accidentally deleted the program from my hard drive [img]/images/graemlins/shocked.gif[/img]). As you could imagine, I was really distraught, as the weekend is prime poker time. I sent them an email and they responded later that night (or early the next morning, can't remember which). My problem was solved very quickly.

I agree with the others that PT's support is outstanding.

cocked&locked

[sammy_g]

Al,

Like others, I've found PokerTracker support to be excellent.

Do you think it is possible that you're not getting replies because your ISP is filtering them as spam? This seems to be a frequent problem with poker-related email.

You might try posting on the PokerTracker forums. I'm sure you'll get a response.

Sam

[jar]

I've always gotten near instant responses on their forum. Pat is very helpful working through problems until they get solved.