POKER SOURCE ONLINE TREATS NEW CUSTOMERS POORLY
 

I am new to online poker, and last saturday I decided to sign up at poker source online at the urging of my brothers fiance. She referred me to poker source online because they have great sign up bonuses. She also told me to be certain to use the upgrade code psodec so that I could get 9000 points instead of the normal 6000 points. I have never signed up for a poker room before and I made a mistake during the account sign up. I accidentally typed PSODSC instead of PSODEC. I asked PSO if they could fix this for me because I am a new customer. Their response made me angry. This is a response that MIKEJ posted in there public forum.

"So as an adult you want to take no responsibility for yourself? Since you signed up at 10:53am, but didn't post about your mistake until 4:18pm, over 5 hours later..... my guess is that you didn't know about the upgrade when you signed up and read about it after you signed up. Now you are trying to get credit for something that you either a) didn't know about when you signed up or b) didn't follow the directions to get. You can call this poor customer service if you like; that is your right. However, the fact remains that we have responded to your posts in a timely manner and the bottom line is it would actually be poor customer service to give you the upgrade. The directions couldn't be clearer and we have never given credit to customers after the fact. Giving you credit would be a disservice to them."

He's accusing me of lieing to them in a public forum. I wander if this is how PSO treats all of there new customers. Do they think that all of there customers are out to cheat them.
Please check my posts at the following link. http://www.pokersourceonline.com/for...ic.php?t=18901

I don't hate PSO, but I think that they should treat their customers with respect.

Re: POKER SOURCE ONLINE TREATS NEW CUSTOMERS POORLY
 

I sense that MikeJ is calling you out on taking responsibility of your making two, not one, errors in improperly filling out the bonus code information. I haven't done a promo there for a while, but the instructions are pretty explicit regarding filling the correct information, iirc.

Now, assuming you are/were successfully tracked with PSO with the poker room in question, I can't really see a reason they cannot credit you with the PSO points.

The simple thing to do would be to take your business elsewhere.

Re: POKER SOURCE ONLINE TREATS NEW CUSTOMERS POORLY
 

meatkeg,

If you are going to post about our poor customer service it would be nice to include the whole thead which can be found below....

http://www.pokersourceonline.com/for...ic.php?t=18901

You should also include the link to the promo code instructions which can be found here...

http://www.pokersourceonline.com/for...ic.php?t=18233

On this page you will find the text " We will not add promo codes to any promotions where you forgot to enter the code or mistyped the code." It has been PSO's policy from day one not to update a code after the fact for any reason. That is the only way to be fair to everyone.

Re: POKER SOURCE ONLINE TREATS NEW CUSTOMERS POORLY
 

In most businesses if the customer makes a small mistake exceptions can be made. Sadly this is not PSO's policy. I asked for an exception. PSO said no. I guess I can live with that move on and use other extra bonus sites. What really irks me is that they said in a public forum that I was a liar. That is wrong. They can deny me a promo but they should never say things like that about a customer. Once again I will copy and paste what was said about me by MIKEJ of PSO "So as an adult you want to take no responsibility for yourself? Since you signed up at 10:53am, but didn't post about your mistake until 4:18pm, over 5 hours later..... my guess is that you didn't know about the upgrade when you signed up and read about it after you signed up. Now you are trying to get credit for something that you either a) didn't know about when you signed up or b) didn't follow the directions to get. You can call this poor customer service if you like; that is your right. However, the fact remains that we have responded to your posts in a timely manner and the bottom line is it would actually be poor customer service to give you the upgrade. The directions couldn't be clearer and we have never given credit to customers after the fact. Giving you credit would be a disservice to them."

If you think that this a proper way for a business to treat a customer please support poker source online. If you think, as I do, that this is wrong I urge you to take your business elsewhere.

Re: POKER SOURCE ONLINE TREATS NEW CUSTOMERS POORLY
 

I am a PSO member and I have had no problems with them. I know they are strict that if you don't follow the directions EXACT then you will have problems but they are stated so you can't blame them whether your new or not, its the rules and the way it goes. If you bend them for one then you must bend them for all.

edit: meat, my guess is that other people have tried to get away with some things and one rotten apple ruins it for the rest, as unfortunate as it is, thats the way it goes

Re: POKER SOURCE ONLINE TREATS NEW CUSTOMERS POORLY
 

I managed to do mine without a typo(wink wink!!) And
seems like I remember them saying make sure you got it
right before you submit.

Re: POKER SOURCE ONLINE TREATS NEW CUSTOMERS POORLY
 

Please tell me where Mike called you a liar?

Here is what I see as a timeline of your posts on PSO

- You post that you messed up the bonus code and ask us to apply it for you

- Peter tells you that we don't do that

- You tell us "It is the christmas season" and to make an exception for you (because you’re are special I guess).

- Mike wrote what I believe is a cordial post and explains the backup method for the code which is to enter your forum name in the notes. SO, you didn't enter the code correctly AND you didn't enter your forum name. Again, I think Mike's response was professional and explained the situation. You basically ignored the fact that we do have a backup method and went on to…

- Post about how PSO doesn't care about its customers and how you own your own business with a "You should learn how to run a business attitude".

- Mike responded to act like an adult and take responsibility for your actions. I don't see where he called you a liar. He said his "guess" was that you didn't enter the code or B)"didn't follow the directions".

Re: POKER SOURCE ONLINE TREATS NEW CUSTOMERS POORLY
 

Poker source online just doesn't get it. Instead of resolving this isssue they choose to attack me. Instead of fixing the problem by making an EXCEPTION they insinuate that I am a liar in a public forum. Read the quote of what MIKEJ posted and if he's not saying that he thinks that I am trying to cheat PSO what is he saying. "So as an adult you want to take no responsibility for yourself? Since you signed up at 10:53am, but didn't post about your mistake until 4:18pm, over 5 hours later..... my guess is that you didn't know about the upgrade when you signed up and read about it after you signed up. Now you are trying to get credit for something that you either a) didn't know about when you signed up or b) didn't follow the directions to get." I admitted that I made a mistake, and all I asked for was an exception. In my opinion most businesses would make an exception in a case like this. Instead PSO chooses to argue with me. Is this a way for businesses to treat their customers in a public forum. I don't think it is.

Re: POKER SOURCE ONLINE TREATS NEW CUSTOMERS POORLY
 

[ QUOTE ]
Is this a way for businesses to treat their customers in a public forum. I don't think it is.

[/ QUOTE ]

Yeah, I'm getting the sense you feel you have been mistreated for making an error.

FWIW, this is from the sign up instructions, as posted earlier, since we're quoting...

[ QUOTE ]
**** PLEASE READ ALL THE INFORMATION ON THIS PAGE BEFORE YOU START AN UPGRADED PROMO. ASK QUESTIONS BEFORE YOU DO ANYTHING IF YOU HAVE THEM. WE CANNOT CHANGE THINGS AFTER THE FACT ****

We will not add promo codes to any promotions where you forgot to enter the code or mistyped the code. It is your responsibility to enter the code at the time you fill out the form.

[/ QUOTE ]

Re: POKER SOURCE ONLINE TREATS NEW CUSTOMERS POORLY
 

[ QUOTE ]
[ QUOTE ]
Is this a way for businesses to treat their customers in a public forum. I don't think it is.

[/ QUOTE ]

Yeah, I'm getting the sense you feel you have been mistreated for making an error.

[/ QUOTE ]

I do feel that I have been mistreated. PSO has implyed that I am a liar or a cheat in a public forum. If that is not being mistreated than what is. I would have rather handled my complaint via private e-mail but unfortunately PSO does not handle issues like this that way. The only way for them to respond is in a public forum. I only posted on 2 plus 2 after they questioned my integrity.

Re: POKER SOURCE ONLINE TREATS NEW CUSTOMERS POORLY
 

Ok, we all have scroll buttons... we don't need you to copy and paste the same quote over and over.

As for your situation, you didn't follow the rules, and they didn't bend the rules. And if they hurt your feelings, tough [censored]. Everyone's feelings get hurt. Grow up and move on.

Re: POKER SOURCE ONLINE TREATS NEW CUSTOMERS POORLY
 

[ QUOTE ]
Grow up and move on

[/ QUOTE ]

Maybe move on somewere else to whine! Dude they told you
no! But since your better than everyone else you keep
asking(crying!). If you look at the PSO forums there are
several posts of people who had typos or didn't see the
upgrade. When they are told that they can't redo the sign up
they say "okay just though I would ask" and then they forget
about it. But not you! Your special and deserve better than
everyone else! [img]/images/graemlins/confused.gif[/img]

Re: POKER SOURCE ONLINE TREATS NEW CUSTOMERS POORLY
 

The internet offers us many new ways in which to be rude to one another. The anonymity of email and forum posting encourages people to write what they think without social filters.

To write to a customer, even an obnoxious one (and I'm not saying OP is), that "as an adult you want to take no responsibility for yourself?" is completely unacceptable.

Can you imagine a cs rep saying that to your face? Imagine walking into Walmart and having the returns desk worker say something like that to you. You'd pull an Elmer Fudd: your face would turn scarlet and steam would shoot out of your ears.

It is completely within the right of OP to push and try and get what he wants (you often don't get anyting in life without trying to fight for it) and it is completely within the right of PSO to shut him down with an "I'm sorry sir".

However there is never an excuse for bad manners.

Especially from a business.

P.S.

There was one site that I was considering doing with PSO. They will now not be getting my business.

Re: POKER SOURCE ONLINE TREATS NEW CUSTOMERS POORLY
 

Once again, I've typed a long and detailed response, only to renig on posting it at the last second. Another waste of ten minutes on an idiot that hasn't earned my input.

Re: POKER SOURCE ONLINE TREATS NEW CUSTOMERS POORLY
 

Plague on both their houses: PSO for the post that unnecessarily insinuates some kind of deliberate wrongdoing by OP and then being dragged into a public slanging match, and OP for being such a baby.

PSO: you'd be better off not responding to such trivia, and although the customer is NOT always right, being polite costs nothing.
OP: learn to read and/or type. Going on and on about this dstroys your credibility, even if you may have had a point about MIKEJ's non-curteous response.

Re: POKER SOURCE ONLINE TREATS NEW CUSTOMERS POORLY
 

[ QUOTE ]
Plague on both their houses: PSO for the post that unnecessarily insinuates some kind of deliberate wrongdoing by OP and then being dragged into a public slanging match, and OP for being such a baby.

PSO: you'd be better off not responding to such trivia, and although the customer is NOT always right, being polite costs nothing.
OP: learn to read and/or type. Going on and on about this dstroys your credibility, even if you may have had a point about MIKEJ's non-curteous response.

[/ QUOTE ]

Well, to be fair, Mike just got back from a nice cruise, so I'm sure he's all stressed out and grumpy, which may explain his behaviour!!

[img]/images/graemlins/cool.gif[/img]

Re: POKER SOURCE ONLINE TREATS NEW CUSTOMERS POORLY
 

Waah.

BTW, I have a pretty hard time believing that someone as immature and whiny as you runs their own business. PSO customer service is top notch. They only "attacked" you after you wouldn't accept their repeated explanations of why you were denied and attacked THEM.

Re: POKER SOURCE ONLINE TREATS NEW CUSTOMERS POORLY
 

WHAAAAAAAAAAAAAAAAAAAAAAAAAAAAa

I can't follow directions and I'm only getting $60 for free, not $90.

Grow up meatkeg, you did not fill out the form correctly and guess what you didn't get what you want are you going to cry like a little girl. When Santa doesn't bring you the Barbie you wanted are you going to cry about that?

In the time you spent trying to get the upgrade you could have applied for and gotten a job paying min wage and worked enough hours to make the extra $30.

And no it is not 'the principal' because the principal is PSO set their rules and you could not follow.

I am not related to PSO in any way shape or form other than using their site and I have never had any problems.

Re: POKER SOURCE ONLINE TREATS NEW CUSTOMERS POORLY
 

But don't you know that when YOU screw up, SOMEONE ELSE should take responsibility for it? Don't you even live in this country anymore? Where have you been, in a cave?

Re: POKER SOURCE ONLINE TREATS NEW CUSTOMERS POORLY
 

I vaguely recall this show on Belgian Television which would translate into something like "super liar liar animal" http://www.zqcentral.com/sitegfx/vipicons/melksnor.jpg

Re: POKER SOURCE ONLINE TREATS NEW CUSTOMERS POORLY
 

[ QUOTE ]

PSO: you'd be better off not responding to such trivia, and although the customer is NOT always right, being polite costs nothing.


[/ QUOTE ]

The World is full of people that can't follow directions. Based on his misspelling of the code it is very obvious that he knew about the code and just made a mistake. I know nothing about the PSO signup but your system shouldn't be taking codes that don't count.

The small amount of money that it would cost you to give the OP the bonus (that he should have gotten anyway if he knew how to type) would be well worth it to me if I owned PSO. The bad publicity that you are getting by not only fixing a very minor mistake but arguing with a paying customer will only hurt you in the long run.

Customer service businesses are a pain in the butt as you are often faced with angry customers that want something that you don't feel you need to give them. I can see that your policy is - too bad you screwed up don't come crying to me, it doesn't seem like a very good one to me.

Re: POKER SOURCE ONLINE TREATS NEW CUSTOMERS POORLY
 

"I can see that your policy is - too bad you screwed up don't come crying to me, it doesn't seem like a very good one to me. "

Read the whole post in the PSO form, he says he input the form WITHOUT his username at the site AND spelled the code wrong. So there is no proof that he tried and failed.

Should I tell PSO that I signed up for every promo they have ever done, but spelled my name wrong?

This guy should just take it as a lesson learned and move on to the next one and get it right.

Re: POKER SOURCE ONLINE TREATS NEW CUSTOMERS POORLY
 

[ QUOTE ]
And no it is not 'the principal'

[/ QUOTE ]

Quite right - it is 'principle' - even on your side of the pond!

Re: POKER SOURCE ONLINE TREATS NEW CUSTOMERS POORLY
 

imagine my surprise when i first tried PSO, chatting in their live help and what i thought was a CS agent called me an [censored]. it turns out that any troll can hang in the chat area.

fast forward two months, 30K hands at absolute, and no RB payment.

fast forward a year: neither PSO nor AP get my business.

Re: POKER SOURCE ONLINE TREATS NEW CUSTOMERS POORLY
 

dude I so hear you

Re: POKER SOURCE ONLINE TREATS NEW CUSTOMERS POORLY
 

[ QUOTE ]

fast forward two months, 30K hands at absolute, and no RB payment.


[/ QUOTE ]

I was confused when I first signed up for Absolute because I never received any points for rakeback. Eventually I noticed that cash was being deposited directly to my Absolute account for the rakeback (although it was not obviously labeled as such). I'm guessing that is what happened for you as well.

Re: POKER SOURCE ONLINE TREATS NEW CUSTOMERS POORLY
 

[ QUOTE ]
imagine my surprise when i first tried PSO, chatting in their live help and what i thought was a CS agent called me an [censored]. it turns out that any troll can hang in the chat area.
fast forward two months, 30K hands at absolute, and no RB payment.

fast forward a year: neither PSO nor AP get my business.

[/ QUOTE ]


Now that IS interesting. I have never used PSO and having read this I am not inclined to. I have perused the site on more than one occasion but found myself getting confused about the points and conversion etc. I know I'm the type that could easily make a mistake and need hand holding, lol, which is exactly what I get (without belittlement) from my affiliate. For this reason I doubt I would choose a program that not only makes money off my play but makes me feel like an idiot too. Just my 2 cents...

-S&SGW

Re: POKER SOURCE ONLINE TREATS NEW CUSTOMERS POORLY
 

[ QUOTE ]
The internet offers us many new ways in which to be rude to one another. The anonymity of email and forum posting encourages people to write what they think without social filters.

To write to a customer, even an obnoxious one (and I'm not saying OP is), that "as an adult you want to take no responsibility for yourself?" is completely unacceptable.


[/ QUOTE ]

I think this is dead on. No matter what type of business you are in customers are always going to want special treatment/things they don't deserve/breaks. I understand completely why what OP asked for was against PSO policy and I don't think he should get the bonus. However, if I ever saw an e-mail from one of my employees to a customer that had that type of "talking to a 4-year old" tone, you'd better believe he'd get a pink slip and a boot in the ass for x-mas. Its just unprofessional and rude to talk to ANYONE like this in the business world.

Re: POKER SOURCE ONLINE TREATS NEW CUSTOMERS POORLY
 

[ QUOTE ]

Well, to be fair, Mike just got back from a nice cruise, so I'm sure he's all stressed out and grumpy, which may explain his behaviour!!



[/ QUOTE ]

From the tone of some of the replies this funkymunky sounds like she works for PSO. If so I really like the sarcasm in a series of posts in a public forum about your bad service, I am sure your company will go far.

Customer service companies live and die on their service. I have no knowledge of PSO prior to this thread really but I do know now that I would do no business with them.

Re: POKER SOURCE ONLINE TREATS NEW CUSTOMERS POORLY
 

[ QUOTE ]
[ QUOTE ]

Well, to be fair, Mike just got back from a nice cruise, so I'm sure he's all stressed out and grumpy, which may explain his behaviour!!



[/ QUOTE ]

From the tone of some of the replies this funkymunky sounds like she works for PSO. If so I really like the sarcasm in a series of posts in a public forum about your bad service, I am sure your company will go far.

Customer service companies live and die on their service. I have no knowledge of PSO prior to this thread really but I do know now that I would do no business with them.

[/ QUOTE ]

lol, nice try, Sherlock! The comment you quoted was meant to be sarcasm. Why would a guy, fresh off a holiday cruise (which I assume was tropical), have cause to be stressed out and grumpy?! (incidently, that's what the smilie was for)

I cannot believe you took that comment as defending Mike. Do you read the poker tables as expertly?

[img]/images/graemlins/wink.gif[/img]

And, no, I don't work for PSO. I have done a couple of the promos there. And, now that you mention it - I had a promo denied by Pacific (I had apparently been tracked to another affiliate, I assume by a cookie). I asked if there was anything PSO could do - there wasn't, they could not receive credit from Pacific at that point. No biggie, and I didn't throw a hissy fit over it. I do notice, that PSO has since dropped Pacific from their selection of rooms.

Re: POKER SOURCE ONLINE TREATS NEW CUSTOMERS POORLY
 

[ QUOTE ]

I do feel that I have been mistreated. PSO has implyed that I am a liar or a cheat in a public forum. If that is not being mistreated than what is. I would have rather handled my complaint via private e-mail but unfortunately PSO does not handle issues like this that way. The only way for them to respond is in a public forum. I only posted on 2 plus 2 after they questioned my integrity.

[/ QUOTE ]

PSO has not implIEd anything. They asserted that you don't know how to follow instructions.

Please, someone call the http://bellsouthpwp.net/j/c/jccuneo/waaaambulance.jpg

Re: POKER SOURCE ONLINE TREATS NEW CUSTOMERS POORLY
 

freightliner. easy way to make hard money.

Re: POKER SOURCE ONLINE TREATS NEW CUSTOMERS POORLY
 

[ QUOTE ]
..... my guess is that you didn't know about the upgrade when you signed up and read about it after you signed up. Now you are trying to get credit for something that you either a) didn't know about when you signed up or b) didn't follow the directions to get.

[/ QUOTE ]

this sounds a lot to me like strongly implying that someone is a liar......this is absolutley unacceptable in a customer service business.

true, the OP made a mess of things....true, the OP asked for something that the T&Cs explicitly state will not happen....true, the OP should be more careful about things when he should have read that there is absolutely no comeback if he does it wrong BUT....

how often have we all looked for something that we know in our hearts isnt gonna happen? as someone else said, without a "fight", we will get very little in life.

this response is VERY BAD customer service from PSO and it should be something that they are apologising for here, not defending....the T&Cs are what they are but there is no need to phrase the reply the way they did

as a little side note....i have used PSO in the past and am about to work off the paradise bonus that i signed up to through them so im not just someone who is spouting [censored] without knowing what they are talking about.....ive never had a problem of any kind with them

Re: POKER SOURCE ONLINE TREATS NEW CUSTOMERS POORLY
 

[ QUOTE ]
imagine my surprise when i first tried PSO, chatting in their live help and what i thought was a CS agent called me an [censored]. it turns out that any troll can hang in the chat area.



[/ QUOTE ]

I'm not sure I understand your point there. You entered the chat area and you don't work for PSO, so why would it come as a suprise that another non-employee would be there, as well?

Re: POKER SOURCE ONLINE TREATS NEW CUSTOMERS POORLY
 

most live help chat areas are regulated/sponcered/moderated/ by the site. they have trained CS agents to help the inquirer.

why would i bother to inquire if i knew some effing troll would answer my questions?

let me add that mikej and his sidekick are working for the man.

maybe its peterj. i dunno. it doesnt matter. a bad site will earn its reputatation.

a return from a cruise. gad, what did he catch?

Re: POKER SOURCE ONLINE TREATS NEW CUSTOMERS POORLY
 

doesnt seem too uncommon for pso to handle their customers with dignity and respect...or maybe not...

all items in parenthesis added by me.



posted by:
Peter
Webmaster

Joined: 28 Apr 2004
Posts: 3332
Location: Northern Virginia

Fri Dec 16, 2005 9:22 am

(responding to a customer complaint about not getting his rb posted by the normal date.)

Post subject:

"malfx (the complaining customer,) wrote:
They are too busy on vacation to post your points."

(peter's response:)

Sorry, we'll stop sleeping, eating, and going to the bathroom, so we can be available to you 24 hours a day.

Re: POKER SOURCE ONLINE TREATS NEW CUSTOMERS POORLY
 

He responded to an [censored] complaint with sarcasm. BFD.

You guys are asking them to be polite while these babies spit in their face. It's ridiculous.

Re: POKER SOURCE ONLINE TREATS NEW CUSTOMERS POORLY
 

[ QUOTE ]

You guys are asking them to be polite while these babies spit in their face. It's ridiculous.

[/ QUOTE ]

What exactly do you think customer service is?

BE POLITE TO AN IRATE CUSTOMER?!?!?! WHAT HAS THE WORLD COME TO?!?!?!

Re: POKER SOURCE ONLINE TREATS NEW CUSTOMERS POORLY
 

PSO's customer service speaks for itself. For every one of these babies that cry about not getting special treatment, there are hundreds of people who are ECSTATIC about the customer service at PSO.

Anyone that reads the forum there knows this.

Re: POKER SOURCE ONLINE TREATS NEW CUSTOMERS POORLY
 

Unbelievable. Most of the sites generate so much money, that giving a little goodwill by correcting a common mistake would seem the right thing to do.

All the people that said tough luck, it's your mistake for a typo. Have you never been in a similar situation? I'm sure you have, and you were thankful when they let you off.