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Old 12-12-2005, 10:46 AM
sublime sublime is offline
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Join Date: Mar 2004
Location: Boston
Posts: 681
Default do i push the issue?

this place has good customer service, so im not irate or anything, i am just wondering if i should push the following issue or not. the emails pretty much explain it all.

[ QUOTE ]
hello, my account # is xxxx

as you probably know, your poker software occasionly acts odd and will not show the cards or fold hands for you etc. usually i just deal with it, but in the case of the following hand it cost me money

here is the hand # xxxxxxxxx

as you can see i had AA

after the preflop action, i had no options to click. it just checked the hand for me and then folded it on the river. at the very least, this cost me $253, however i am quite certain it cose me closer to $400 as the opponent in the hand was, quite frankly, a moron and would have called multiple bets on each street.

i hope i can be reinbursed for this

[/ QUOTE ]

response:

[ QUOTE ]
Dear Michael,

My name is Chris, and Im the Assistant Manager at xxxxx Poker.

The issue you're describing sounds like a connection/resource related
issue when a player is experiencing a slow connection between our
servers and their computer. This, unfortunately is something that alot
of times is out of our control and out of the players control.

Upon reviewing the hand, I agree, there would be no reason for you to
fold in that position. From our standpoint, the software will never act
on a player's behalf. It is programmed in a way that it must receive an
action from the player before making any decision. In this case, it
looks as though you may have experienced some sort of
connection/resource issue, which could have caused either distorted or
delayed images, or frozen the software all together.

I understand your frustration in this matter, and as a customer service
compensation I have bonused your account for $120, the amount you had
invested in the pot. I would recommend you give us a call so that we
can discuss this issue in more detail, and get more information
regarding what exactly is occuring on your end, and hopefully help in
preventing such occurences in the future.

You can contact the Poker Department at xxx xxx toll free. I'd
be more than happy to speak with you myself, but all of our customer
service representatives are trained to assist players in regards to
these types of issues.

[/ QUOTE ]


the thing is, i had 3 tables goign at once and the other two had no 'connection' issues. fwiw, the issues i mentioned originally dont occur often or anything, i was just making a point that this wasnt something totally new.

push this?
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  #2  
Old 12-12-2005, 11:07 AM
Exsubmariner Exsubmariner is offline
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Location: Now Declassified
Posts: 71
Default Re: do i push the issue?

Yes,
At least give him a call and explain about the other tables. You already got back the money you put in the pot. If you are convincing, this can only be +EV.

X
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  #3  
Old 12-12-2005, 11:10 AM
daveymck daveymck is offline
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Join Date: Nov 2003
Posts: 388
Default Re: do i push the issue?

It may also help them to debug and improve the software, wont hurt to give them a call.
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  #4  
Old 12-12-2005, 11:11 AM
mackthefork mackthefork is offline
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Join Date: Mar 2004
Posts: 82
Default Re: do i push the issue?

The thing is they already did more than 99% of sites would, also they have given you an invitation to call them for further discussion. Sounds like a decent site, if they can get the software problems sorted out.

Mack
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