Pokerstars support and problems , cost me 52.5$ look ...

TheGremlin · #1 10-25-2004, 09:59 PM

hi ,

i was playing heads up omaha hi lo 50$ buy in.
I have best possible hand KKKQQ and my opponent go all in.
as I push the all in button , just in that second it seems that something had happened to pokerstars. and it did not get my click , the chip difference was 2200 vs 800.

I emailed them and here is their lame response:

Hello,

There appears to be a problem in North America centering around AOL and
related networks. We are not having any problems near our server.

Please try rebooting your computer and going back to the tables. Your
balances were safe during this outage, but the cashier cage could not read
them from the database.

We hope that this will be sorted out quickly. We apologize for any
inconvenience caused by this outage. We can assure you that this situation
in no way represents normal operations at PokerStars.

Regards,

Thomas
PokerStars Support Tea

Just so you know , I tried to login from 6 different places as I am a network admin and i HAVE COMPUTER ACCESS ALL OVER THE WORLD . NONE OF THESE PLACES COULD LOGON fully to pokerstars ,

the 52.5$ upset me , but more then that is the horrible support !!!

sory for off topic .

brett66 · #2 10-26-2004, 12:14 AM

I know they refunded tourney entry fees. Did they refund this to you?

Percula · #3 10-26-2004, 08:09 AM

I still think the sites are being hit with a DoS type of attack. PS had problems tonight, Absolute and Pacific also had problems tonight. Who knows how many others had problems too. Also interesting to note, this happened last Monday night too.

ugaistheteam · #4 10-26-2004, 11:42 AM

Last night I was chip leader on twenty dollar rebuy and stars had a glitch and cancelled the tourney.......Way to go stars.....

docknet · #5 10-26-2004, 04:13 PM

I own an ISP in So Cal. The problem at PokerStars last night was with their servers. Lookups and traces to the site (from everywhere) worked fine, but connections to the server were not working.

For them to say the problem was around AOL is total fabrication. AOL is based in Virginia. From what I saw, the problem was at best USA-wide.

While I like their interface and game structures, it really irks me that you have to rely on email to communicate with them. My experience is that it takes them at least an hour, usually longer to respond to emails.

Jurollo · #6 10-26-2004, 05:08 PM

The fact that only one person in this thread has more than 10 posts says a lot. Stars has top notch customer service, the investigate everything and usually get the situation right. If you were going to call with that hand and couldn't and the other player could stay connected and play there isnt anything PS can do about it because from there end it is just a typical disconnect. Everyone has to know the risks of online poker, mainly disconnects and understand when they don't have a leg to stand on. I see so many gripes on here about being players being disconnected at a bad time and thinking they are somehow entitled to what could have been a winning hand. Know the risks, prepare for them, then have fun playing.
~Justin Rollo

docknet · #7 10-26-2004, 06:35 PM

Whatever. They weren't truthful about the problem being centered around AOL. I own an Internet company and know what good customer service is. PokerStars does not have good support.

Do you work for them? (kidding)

I'm not sure what the number of posts we have has to do with anything. I agree with you that we all know the risks of playing online. That does not give the company the right to provide false or erroneous information about their service problems.

PartyPoker has a lot of service issues, as well. So far they haven't been disingenuous about them.

Sometimes loyalty can color our judgement.

Eder · #8 10-26-2004, 07:14 PM

I've been on Pstars quite awhile...had a problem with disconnects many months ago.Emailed support,response within 5 minutes, problem was resolved within 30 minutes...no real problems since other than I'm still waiting for the hat I won in a tourney 3 months ago haha

Steve Chase · #9 10-26-2004, 07:58 PM

I like Stars' software interface and turneys.
I usually get good supports from Stars via emails.

However, I feel really unconfirmtable with email only support when so much money is at hand.

Last night's Stars' problem has nothing to do with AOL.
It is Stars' server problem. An easy "tell" is that while I can connect, the time on Stars' software is off. AOL problem will never change the clock on Stars's servers.

Jurollo · #10 10-26-2004, 08:09 PM

The only reason I mentioned post numbers is because sometimes newbies come here angry about something and dont fully understand the issue, although I will not say that has anything to do with anyone in this thread as I don't fully believe it. That is all I meant, and generally PS has top notch support. I can see why they may do only email because it lowers overhead tremendously, a live chat feature would be nice though.
~Justin Rollo