Joined: May '08
Location: Belgium
Age: 36 (M)
Posts: 112
I deposited a little amount on a site I've been playing on for years and I knew if I earned 10MPs I would get an invitiation for a nice freeroll. I played a session of 260 hands and earned 47 MPs. That was yday. Today, 1h before the start of the tournament, I tried registering but it didn't let me.
this is what they have to say, keep in mind that I'm playing there for years and sadly I can say they made a lot of money off me (sportsbetting, not poker)...
You are now chatting with Rich G.
Rich G: Hello, welcome to Live Chat. How may I help you? $$$$$$: Hi rich Rich G: How can I help? $$$$$$: i have accumulated more than 10MP this week but i didnt get an invitation for the 500€ freeroll Rich G: One moment please. $$$$$$: ok Rich G: Thank you. $$$$$$: rich? Rich G: Sorry for the delay, I will be right with you. $$$$$$: ok Rich G: Thank you. $$$$$$: you forgot about me? Rich G: I can confirm you have only accumulated 2.28MPS for the qualifying period in question. Rich G: However I am reviewing your account, are you OK to hold? $$$$$$: I have accumulated more than 50mp yday and today Rich G: I can confirm you have not qualified for the token as you have only accrued a total of 2.88 Merit Points from the 1st September to the 7th September. Rich G: Is there anything else I can help you with today? $$$$$$: ok, i'll hold $$$$$$: rich, i've accumulated a lot more than 10mps $$$$$$: maybe even 80 Rich G: One moment please. Rich G: As previously stated, from the 1st September to the 7th September you have only accrued a total of 2.88 Merit Points. Rich G: Is there anything else I can help you with today? $$$$$$: i've played on the € tables prior to the freeroll and accumulated more than 10mps, i dont see how i cant get an invitiation while all other weeks i did get one Rich G: One moment please. $$$$$$: ok Rich G: Thank you. Rich G: I am reviewing your account. $$$$$$: ok Rich G: One moment please. $$$$$$: ok Rich G: I can confirm that from 1st September to 7th September you have played in 2 tournaments and 2 poker sessions. Rich G: Both of the tournaments earned you zero Merit Points as these were Freeroll tournaments. $$$$$$: yes that was last weeks freeroll and vipfreeroll $$$$$$: but i played yday $$$$$$: and made way more than 10mps Rich G: You played no hands in your first session, earning no Merit Points. Rich G: In the second session you played 260 hands but only earned 2.88 Merit Points. Rich G: Merit Points are calculated from total rake from each pot in each hand. $$$$$$: wait Rich G: As generally the pots were of a very small amount this is why you have not earned Merit Points on each hand. $$$$$$: no $$$$$$: look at this one $$$$$$: table buffalo $$$$$$: yday Rich G: OK. $$$$$$: 5 10c casg table $$$$$$: earned points 47.36 Rich G: You have earned 2.88 Merit Points from this session. $$$$$$: no i havent, i played 260 hands and acc 47.36 mps $$$$$$: its all there Rich G: As this session finished after midnight on the 7th September, even though this session you earned 47.36 points only 2.88 were earned before the deadline of 23:59 on 7th September. $$$$$$: you're joking right? $$$$$$: it started the 7th so how can it not count for this week Rich G: This session started at 23:52:57 on 7th September. Rich G: Therefore you have only played 7 minutes and 2 seconds inside the deadline for earning Merit Points of 7th September. $$$$$$: so it should count as played an tuesday Rich G: Which is why you have only earned 2.88 Merit Points towards this promotion in this instance. $$$$$$: waw, is this for real Rich G: Is there anything else I can help you with today? $$$$$$: i just dep to have some fun and earn enough points so i can play on this freeroll and now this? Rich G: One moment please. $$$$$$: ok Rich G: You have already qualified for next week's Freeroll as you have earned over 10 Merit Points due to the tournament finishing on Wednesday, the qualifying period is Wednesday to Tuesday. Rich G: Is there anything else I can help you with today? $$$$$$: I don't care about next ones, i played on the 7th and the session went on to the 8th anf you still dont want to give me a free pass $$$$$$: that i dont get $$$$$$: it's not like i am new her $$$$$$: am playing here for years now Rich G: I have previously explained the qualifying criteria for this promotion, and on this occasion you have not qualified for this tournament, although you have qualified for next week's. Rich G: The Terms and Conditions are clearly stated on the website also. $$$$$$: if that is your final answer, then id like you to delete my account from the site, plenty of other sites that do encourage loyalty and see one trough the eyes $$$$$$: its not like i was hs l8 Rich G: One moment please. $$$$$$: played 260 hand that session with 40+ mps earned and now ur telling me it doesnt count even though it started the 7th Rich G: One moment please. $$$$$$: Just delete my account if that is how you want to play it $$$$$$: ok, i ll hold Rich G: Thank you. $$$$$$: waw $$$$$$: you really closed my acc just like that $$$$$$: not even a confirmation first Rich G: I can confirm your account is now closed. $$$$$$: well played Rich G: Is there anything else I can help you with today? $$$$$$: can i talk to your supervisor pls Rich G: One moment please. Rich G: Please can you clarify why you wish to talk to a Supervisor? All the queries you have had have been answered and your request to close your account has been processed accordingly. $$$$$$: yes i want to talk to your supervisor Rich G: As previously advised, you did not qualify for this weeks freeroll as the tournament you played ended in Wednesday. this result will count towards next week freeroll. $$$$$$: pls forward me to your supervisor Rich G: Unfortunately, there isn't a Team Leader available, however if you wish to send your query in an email for the attention of a Team Leader we can do this for you. The email address for this is [email protected]. Rich G: Is there anything else I can help you with today? $$$$$$: How can there not be one, if there was none you'd tell me right away $$$$$$: i wabr to talk to your supervisor before the beginning of the tournament Rich G: As advised, there is no Team Leader available at the moment. Rich G: If you would like to send in an email to the attention of a Team Leader we can escalate this for you. Rich G: Is there anything else I can help you with today? $$$$$$: when will he be available, maybe 10 min? Rich G: I am unable to provide a precise timescale, however if you wish to send in an email we can escalate this to their attention. $$$$$$: i want this sorted be4 the tournament, as i stated be4 Rich G: Unfortunately, as previously advised you have not qualified for this weeks tournament. You will not be able to play in this tournament. You have however qualified for next weeks tournament. $$$$$$: you said yourself my 2nd session was 260 hands on the 5 and 10c cash game table, so impossible i did not qualify $$$$$$: and then you start saying i didnt make it on time $$$$$$: Rich G: You played no hands in your first session, earning no Merit Points. Rich G: In the second session you played 260 hands but only earned 2.88 Merit Points. Rich G: Merit Points are calculated from total rake from each pot in each hand. Rich G: I'm sorry for the delay. I'll be right with you. Rich G: As previously advised, the tournament you played the 260 hands and accrued the 47.36 merit points started on Tuesday however ended on Wednesday, therefore these merit points will count towards the next tournament as the promotion runs from Wednesday to Tuesday 23:59 GMT. $$$$$$: if every1 would go by the book that litterally, the world would be perfect Rich G: Thank you for waiting. I'll be with you as soon as possible. $$$$$$: and you need to learn some -i will let this one slip-textbook Rich G: We do adhere to all Terms and Conditions to make it fair to all players. Rich G: Is there anything else I can help you with today? $$$$$$: where does it say in your precious book that if the session started the right date it doesnt count? $$$$$$: why can't the whole session count? $$$$$$: Where does it say that the whole session, started on the right day, doesnt count? $$$$$$: you know i am right $$$$$$: it doesnt say anywhere Rich G: Clicking on the description of the tournament in the Poker lobby it does show 'accumulated 10 MP on € or £ tables during the Wednesday to Tuesday prior to this weeks tournament.." Rich G: As advised the tournament ended on Wednesday and therefore these points have been added to next weeks. Rich G: If you wish to escalate the matter, please write an email. Rich G: Is there anything else I can help you with today? Rich G: We have not heard from you. Do you wish to continue the chat? Rich G: We are still awaiting your response; let me know if you need any help. Rich G: Please note, this chat will be automatically terminated since we have not heard from you. Rich G: Thank you for contacting Live Chat. Please click on the ‘Close’ button to rate the service you have received and to request a transcript of this chat if required. Chat session has been terminated
I mean, am I the only one who thinks they should have given me the ticket, since loyalty should be rewarded?!? I am playing and betting there for years now, I think any half decent site threats their valuable players a lot different...
PS: he called my bluff when I said he should delete my account, he called it even before I said it
Joined: Mar '10
Location: Greece
Age: 54 (M)
Posts: 505
Hmm... interesting and werd stuff happening here... don't know which room this is, but I can assure you that other rooms treat their customers a lot better. If you've made good rake for them they even give you bonus money, tourney tickets etc.... most of all they want to keep you happy. As for closing your account just like that, what can I say... salesmen usually do whatever it takes to keep you buying... this really shows a bad sales department
To be honest, Rich was probably correct in the matter of earning the points, but it was a donkish behavior to interpret the rules in such a strict manner and finally not give you the ticket...
Joined: May '08
Location: Germany
Age: 51 (M)
Posts: 696
I don´t now whats your problem is.You have earned the points after the promotion why u make then so much trouble for nothing u can play next week the tournament.I dont understand this.The next user there have really a problem must wait for the supporter think about it
Joined: Mar '08
Location: United Kingdom
Age: 44 (M)
Posts: 6714
Your in the next tourn, they sound as if they run weekly, you missid the dead line get over it. You think if you ride the 8.30 train every day and run late once they shoul hold the train foryou?
"Rich G: We do adhere to all Terms and Conditions to make it fair to all players."
A fookin freeroll and all that hastle to support.....IDK
Edit for the answer...YES. to Dozn01 for reply of the week.
Joined: Jan '09
Location: Italy
Age: 53 (M)
Posts: 3871
Posted by dozn01: Is there anything else I can help you with today?
LOL
imo rich was right. i guess things would have been different if you had asked it kindly, recognizing you didn't have the right to earn the ticket and asking for a favour mentioning your loyalty to their pokersite and so on
Joined: Oct '08
Location: Germany
Age: 49 (M)
Posts: 2025
Posted by magatt966:
Posted by dozn01: Is there anything else I can help you with today?
LOL
imo rich was right. i guess things would have been different if you had asked it kindly, recognizing you didn't have the right to earn the ticket and asking for a favour mentioning your loyalty to their pokersite and so on
exactly. but no he keep sayin "i earned more than 50points"....too bad, just not in time
i think if you read your post tomorrow youll laugh your ass off about your self..
hmmm to be fair, seems to me as though he didn't really do anything wrong. However, support should learn to treat their customers better - and to some extent, loyalty should be rewarded... but "shoulds" and "shouldn't"s aren't always as they should be lol
Joined: Mar '10
Location: Greece
Age: 54 (M)
Posts: 505
I don't know how this works: If I start a tourney say at 22:00CET and it ends at 01:00CET, will I take the Full tilt points (or whatever room it is) right at the beginning of the tourney or at the end of it? I'm not sure but I suspect that they'll give me the points at the end... which means for example that if a deadline for something is 23:59 I won't be having the points from the tourney at that moment... although I have given them their rake (in the buy-in fee) at the start of the tourney... hmmm...
Joined: Oct '09
Location: Serbia
Age: 53 (M)
Posts: 290
Posted by Jaskosss: ........
Rich G: One moment please. $$$$$$: Just delete my account if that is how you want to play it $$$$$$: ok, i ll hold Rich G: Thank you. $$$$$$: waw $$$$$$: you really closed my acc just like that $$$$$$: not even a confirmation first Rich G: I can confirm your account is now closed. ............
Rich G: One moment please. $$$$$$: Just delete my account if that is how you want to play it $$$$$$: ok, i ll hold Rich G: Thank you. $$$$$$: waw $$$$$$: you really closed my acc just like that $$$$$$: not even a confirmation first Rich G: I can confirm your account is now closed. ............
Joined: Apr '09
Location: Australia
Age: 40 (M)
Posts: 6483
OMG
"$$$$$$: you really closed my acc just like that $$$$$$: not even a confirmation first Rich G: I can confirm your account is now closed. $$$$$$: well played Rich G: Is there anything else I can help you with today? $$$$$$: can i talk to your supervisor pls "
That is GOLD. PURE GOLD.
TBH, I've worked in a LOT of customer service, and I've often done this to people also.. Small timers call up and have this weird idea in their head the cust service is actually customer retention and that their business actually means s**t to the company in question.. They make a few demands, you block them, they ask to terminate the account and you do it and very quickly reply "ok - I've closed your account, anything else i can help you with today, SIR?" I love it.
Also, FWIW: i agree with Rich. Your points earned were for the next week.. And the reason this is fair, is because they WILL count towards your next weeks qualification.. If he let you in the this week, then you'd get in on two weeks, even though you only had to qualify for one. Unlucky - but you must have known you were cutting it late.
If I'm clearing points for something, I'm well aware of a 11.59:59pm deadline.
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Posted by magatt966:
Posted by dozn01: Is there anything else I can help you with today?
LOL
imo rich was right. i guess things would have been different if you had asked it kindly, recognizing you didn't have the right to earn the ticket and asking for a favour mentioning your loyalty to their pokersite and so on
also THIS^ from working in customer service, let me confirm, this attitude goes a loooong way. a really really really long way. Where as, the attitude OP took, goes no where, fast.
Joined: May '08
Location: Belgium
Age: 36 (M)
Posts: 112
Posted by stojaca:
Posted by Jaskosss: ........
Rich G: One moment please. $$$$$$: Just delete my account if that is how you want to play it $$$$$$: ok, i ll hold Rich G: Thank you. $$$$$$: waw $$$$$$: you really closed my acc just like that $$$$$$: not even a confirmation first Rich G: I can confirm your account is now closed. ............
LOL
This is the best part of the story.
I have to agree actually
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Posted by Mast3rKush: hmmm to be fair, seems to me as though he didn't really do anything wrong. However, support should learn to treat their customers better - and to some extent, loyalty should be rewarded... but "shoulds" and "shouldn't"s aren't always as they should be lol
Some of you are missing the real point in all of this. I didn't care about the fact that it was just a freeroll, like some mentioned in their replies, it had all to with principal and bad attitude towards a loyal customer.
For example; my dad and his phone company, he perhaps had like 10 complaints in the 20 years he is a loyal customer and every time they helped him without hesitation even though he had no case in some of the complaints. Why? Because that's the policy in every normal profitable organisation.
You just don't do that to a loyal customer cause you know things like this can make him go run to a rival of yours ( especially concerning pokersites, billions of sites I can turn to )
My point is : They make thousands a year out of me, they know I am a loyal customer, and still they don't want to do this little favour, it's not like I was asking something big.
Conclusion: they lost a -let me use the word again- LOYAL customer for a little dispute, if I was his boss, he'd be fired or at least warned cause I believe he didn't do his job well
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Posted by jessthehuman: TBH, I've worked in a LOT of customer service, and I've often done this to people also..
Doesn't that pretty much say it all? now my friend, THAT IS PURE GOLD !
Edited by Jaskosss (09 September 2010 @ 02:46 GMT)
Joined: Apr '09
Location: Australia
Age: 40 (M)
Posts: 6483
Posted by Jaskosss:
Posted by jessthehuman: TBH, I've worked in a LOT of customer service, and I've often done this to people also..
Doesn't that pretty much say it all? now my friend, THAT IS PURE GOLD !
That's just the thing man. This is reality. When you are dealing with CS for anything, you need to remember you're talking to a person, with emotions. If you call up with a certain attitude, I can assure you CS in every field will take this same line against you. People think they are talking "to the company" and that customer service will feel some sense of obligation towards you.
The reality is, customer service (front end) is the most lowly paid / high turnover area of the company.. Quite often it's even sub-contracted out to an external mob.
You need to address the person. You need to be friendly, thankful, etc etc. Anything short of this, will result in the CS staff member hating you and doing anything within their power to completely F u over.
This is how it is. But you know, life in general, it's worth noting, try not to be a prick. You wont get what you want in most scenarios by being a jackass.
Be polite, kind, friendly, thankful, address the CS person by name, and you'll be surprised the lengths people will go to to help you out.
I recently had a $270 masters ticket i won on P.K.R exchanged for cash. There is a strict policy against this and I know from others on forum etc, it's generally uniformally knocked back. However, because I've worked in plenty of cust service I went about it the right way (as in, I didnt have the attitude that I was owed something, instead I went about asking for a favour) and I got my ticket exchanged.
You on the other hand went about it like a complete prick. For starters, you completely offended the person by not acknowledging that obviously your session was outside of the parameters for this promotion.
Your whole basis for the conversation was that YOU were in the right and YOU were OWED something by this company/CS staff member. When, this is completely false. And all the CS person sees is another fkn greedy arsehole. You have no hope WHAT-SO-EVER of getting what you want, by taking this line.
Learn to be friendly when speaking with CS and learn to take ownership of a problem, rather than implying the problem wasnt your fault and demanding resolution.
/think
edit
OMG LMAO
just reading your post above "missing the point"
NO YOU"RE MISSING THE POINT.
who gives a f about your dads company. The fact that you think all that rubbish you said is stand policy re:cust loyalty/ What a load of rubbish. I've worked in CS for >5 companies. And never has customer loyalty been rewarded. In fact, the only times it's even mentioned are when it's some dumbass customer trying to be a prick and get their way and dropping it in conversation.
And look at your language in that post "they" what the F**K do you mean "THEY"? the poker room ?? You must be daft or something if you think you're talking to the poker room. YOU WERE TALKING TO RICH G. Not the poker room. RICH. Until you get this. You won't ever get what you want. NEVER.
You I can imagine, have no idea how offensive it is, to be a cust service employee, getting paid f all, to be addressed collectively as the company, rather than as an individual, spending THEIR time, trying to help YOU. GET THIS.
Edited by jessthehuman (09 September 2010 @ 05:13 GMT)
Joined: May '08
Location: Sweden
Age: 55 (M)
Posts: 1362
I am, actually, a little bit on Rich G:s side here. Sure, he could have been a nice guy and bended the rules for you a bit. But your side of the chat gives the impression that it is your godgiven _right_ to excpect him to be a nice guy and bend the rules for you.
Joined: May '08
Location: Netherlands
Age: 53 (M)
Posts: 6197
All that fuss for a freeroll? Didnt read all but for wot i read the support was totally right i believe, u didnt make points in time. But still.... 30min support for a freeroll? Cmon grow up.
Joined: Oct '09
Location: Lithuania
Age: 43 (M)
Posts: 2805
freerol is really good if not there more peoples registered and good prise pool was but we all have problems to register to some restricted tourneys so we try to live support but they never helps so its just waisting time if u arent eligible just no waist your time on support better play poker
to Dozn01 for reply of the week.
