I hate Pacific Poker!!

[JonLines]

Ok I will never use Pacific again... (well at least not until tommorrow and I calm down) This is conversation I had with the help desk, do I have a leg to stand on? Ever happened to anyone else? Cheers Jon

Chris P has joined.
JonLines: I want to know why my tournament just ended? In the $15,000 tourney, with 7 people left i suddenly get disconnected and it wont let me reconnect. (This is from the downloaded version). I call up my friend and get him to log-in, I was telling him how to play over the phone. I then remember the online lite version of Pacific poker and go to log-in, so i ask him to un-log so i can get back in the tournament, he presses exit, and it then comes up with I have been knocked out in 4th place! I still had 100k in chips. Whats going on?
Chris P: you logged out. So i believe in doing so this has logged you out of the tournament
JonLines: Why would this knock me out of the tournament? Its never done it before, shouldn't it just reduce my chip stack on the blinds?
Chris P: did you get a pop up saying that if you left the tournament you would forfeit your chips?
JonLines: I don't know because I had to get my friend to log-in over the phone, because the software broke on me
Chris P: right i think that your friend probably left the table got the pop up and clicked on ok so he forfeit your chips
JonLines: why would that be a feature in the software?
Chris P: if you opt to leave a table mid way through a tournament you will forfeit the tournament. Just as you would if you were at a regular casino got up and left
JonLines: ive played on almost every poker site online and not one has that, or any live tournament in the world, why would I willingly want to forfeit chips?
Chris P: by clicking on the ok button you are declaring the fact that you no longer wish to play ion that tournament.
JonLines: well how else was he supposed to log out so i could get back in?
Chris P: you wouldnt and if you had got the pop up yopu wouldnt have clicked ok but you told your friend to log out so he did. He clicked on leave table unknowingly and he forfeit your chips
Chris P: this is exactly why in our user agreement it says that you should not allow any one else to use your account
Chris P: I understand that this is not something that you would have deliberately however it is not our fault either
JonLines: Ok, I understand that, I am asking why that is a feature in the software? I appoligse if I am being rude, but the point is I just got disconneted from the final table on a tournament by your software and i was unable to reconnect
Chris P: One moment please...
JonLines: You say its not your fault either, but why does your software allow you to forfeit all your chips? I can not see how anyone would want to do that
Chris P: One moment please...
JonLines: ok thankyou, again I appoligise for being rude, I realise this is not personally your fault, but surely you can understand why I am a bit upset
Chris P: yes disconnections happen but normally people do not call their friends and ask them to play for them... I am really trying not to frustrate you any more than you must already be feeling however at Pacific Poker the rules are if you click on leave table it gives you a are you sure pop up if you then click ok you forfeit your chips
Chris P: One moment please...
Chris P: i really sympathies with you Jonathan I do understand how angry you must be feeling and i do not think you are being rude, i genuinely feel sorry for you but i feel that you are not understanding my point
Chris P: Again this is not a feature as such but a rule. At other sites they allow mutliple game play at pacific poker we do not this is why you are not allowed to leave a tournament, if you do you forefit your chips which is why you are given a warning. Now evidently your freind did not realise this and left the table forfeiting your chips
JonLines: So its not possible to log out and say log in to another computer?
JonLines: I just think this is a very bizare rule
Chris P: you can do this if you exit the program by using your task manager but if you leave the table you will be first told that doing this will lose you the game and then you need to click ok for this to happen or you can cancel
JonLines: The other question however is, why was I disconneced in the firstplace? and how come i couldn't re-connect?
Chris P: as i said you can do log into another computer if you exit using your task manager
Chris P: I do not know, disconnections happen. Unfortunately that is a fault on the internet
JonLines: But ive now realised i can connect through the lite version online, however the downloaded version still isn't working, surely this is a software fault as opposed to the internet?
Chris P: this could be because your friend is still logged into your account from his PC maybe?
JonLines: No, he disconnected ages ago
JonLines: i can log in through the lite version, but the downloaded version still doesn't work
JonLines: I just keep getting a contact suport error
Chris P: One moment please...
Chris P: Jon I can see no9 reason why you should be unable to log in. Call your friend and make sure he is logged out. The uninstall the Pacific Poker software from your machine and reinstall it from our website, please feel free to call me or e-mail me if you still have any problems\
JonLines: I am logged in through the quick version on the internet
JonLines: so my friend cant be loged in
JonLines: but when i shut it down, i cant log in through the downloaded version
Chris P: yeah ok log out of the quick version. Call your friend and make sure that he is logged out. Then try to log in to the download if it doesnt work uninstall and redownload
JonLines: is there no possible compensation for the fact the software died on me during the final table?
Chris P: Im sorry Jonathan but no.
JonLines: so despite the fact pacific pokers software crashing could of cost me a further $2700 you have no customer compensation package?!
Chris P: At the end of the day we have had no problems on our system, even if there is a problem with the program on your computer that is not the companies fault..
JonLines: but its not my fault either, why should I be the one that gets punished for it
Chris P: One moment please...
JonLines: i use the server under the assumption you allow me to play poker, you take a cut of the tournament entry fee to pay for this service, when your software stops working, surely your not upholding your end of the deal
Chris P: We do not know how well you maintain your machine, for all we know your computer could be riddled with viruses which is why we make no representation for the full functionality of the software. If we have a technical error on our system which affects multiple members simultaneously then yes we do refund members their buy-in plus a share of the prize pool. But other wise we do not because any problem which occurs out side of our system is not our responsibility
JonLines: there is nothing wrong with my computer, it is completly virus free, your software stopped working mid tournament when it was the only thing running on my system
Chris P: the software is free we have not sold you the software. So we are not making any money from you downloading the software. This is because once it is on your machine we cannot guarantee if it will work or not
JonLines: but you did make money from me buying into this tournament, if i do not have a platform to play it, then what am i paying for/
Chris P: If you are not connected to the internet the software will not work, would this also be our fault?
Chris P: you are paying for the service for the entrance into the game, for the guy that has been chatting to you for 30 minutes...
JonLines: no, that would be my fault for not having the internet, but i do have the internet, i have fullfiled all requirements for running the software
JonLines: id rather have the compensation than the chat
Chris P: how can I make you understand, we provide the software, yes. But we have no way of knowing what the problem is if it fails assuming of course that it was the software that failed
JonLines: can I have a reference number please, I appoligise again for sounding rude, I will think this over again tommorrow when i have calmed down
Chris P: One moment please...
Chris P: Again Jonathan, I do not think you have been rude at all and in all fairness in your position I probably would have been much worse. I certainly appreciate that, I just seem to be failing you in that you cannot understand where I am coming from...
Chris P: what kind of reference number do you need?
JonLines: I just assumed you have to log these converstations, I will read this over again tommorrow in the morning and i may leave it at that, but at the moment if I do want to pursue this I would like someone to know what has already been said
Chris P: it is being logged in our system and I will also save a copy in the contacts page of your account. If you wish I can also e-mail a copy of the chat to you
JonLines: Ok, so if I came on tommorrow morning someone would just be able to look it up? Thats all I wanted to know, thank you very much for your time.
Chris P: not at all Jonathan, take care [img]/images/graemlins/smile.gif[/img]