Quote:
Originally Posted by GlobalPokerCSadmin
Hi guys
This really sucks to be quite frank with you guys. After the new deployment it all got screwed up. its being fixed, hopefully today or tomorrow. Never had an issue with this before. I can only say Im sorry for the f up its all on us. I throw big freeroll to make it up to your guys. But hey quite a good overlay on the 10k ...
We get it, yes it sucks for you guys and for the players. Look I get it, I expect glitches and growing pains with a new site.
I can live with growing pains and you guys are fair in your resolutions when you make them. What's not good is when support drops the ball in responding to issues. What is so puzzling to me is that you guys started out red hot from a support standpoint. Timely, even proactive support responses. During this series that hasn't been the case. Why not?
I'll give you some examples:
-I emailed twice regarding the Madness PLO events, the freeroll we qualified for seeing 200 flops that we never received, and the $ buy in game. As you know they were pulled from the lobby the morning they were supposed to run. Although a couple people posted here an email response they got regarding this (not timely, after the events were to have run), I have yet to get any reply to my 2 emails. Still have no idea what is to come of the 200 hands freeroll I earned the right to play and didn't have.
-After the first 1r/1a event didn't offer an add on, I emailed support to report it. I told them no add on was offered at the 2nd break (1.5 hours in). I got a reply that the add on was offered at the 2nd break... it was like they didn't even bother to read my email. I replied back it was not, for anyone, there was no addon at the 2nd break. I never got another reply. Emailed again after the 2nd time, and no response. A week later and this format is still not offering add ons, at the table last night in the 10K there as a lot of confusion at the break about why there was no addon, how do I add on I don't see it, etc etc.
-Last Sunday I played over 500 hands towards the 1000 hand counter for the first 5K weekly game. Last Monday morning the counter was inexplicably reset to zero. I emailed support and never received a reply via email. I also posted here to which you (the admin account) eventually replied and said to contact you on this forum and you'd compensate us for the lost hands from this mistake (it reset by mistake after 1 day). I PM'd you that day and haven't gotten a reply yet to my PM it's been 5 days now.
I know these technical issues are very frustrating for you as Global Poker representatives, and for the company they cost you money and customers. I like to think I'm a very tolerant and fair person and as I said before I do expect growing pains from a technical aspect with any new site. But I have a very hard time with poor customer service. Your customer service has been sharp as tacks leading up to this series, one of the best in the business and that's definitely a way to differentiate yourselves from other sites. This past week has been a real step back in my experience, which I'm also willing to chalk up to growing pains... given the issues with this deployment + new players coming in for the series your service team was probably flooded with contacts. Staying responsive and even proactive going forward will help a lot (and check your PM's here please!)
**A good example of proactive support would have been posting here and/or emailing your players when you took the Madness omaha events down, letting everyone know why and what's up. Not only does that help with customers as we appreciate that type of notice, it also reduces your incoming requests as now you're not getting a zillion emails asking where the tourneys' are and what's going on. Yes we would still be frustrated with the technical issue causing the games to be pulled but a lot less so than it was with no explanation as to what was going on and no timely CS replies on the issue.