Originally Posted by PokerXanadu
Five days later and still no reply. Oh well, so much for PPN.
What they do well, they seem to do really well. For example, since this thread started and they have been allowed, Gio has responded very quickly to the questions that he has responded to.
What they do poorly, they do very poorly. For example, the hand histories have been an issue (and not always the same issue) since they relaunched, there have been multiple complaints/suggestions on this and the only fix I've seen was an improvement, but not an actual fix.
I believe they are working hard to get things right. I believe they care about the players, and I can't say the same about many sites out there. I also think there must be some behind the scenes issues that are slowing them down, otherwise some of the silly little software issues (pre-act buttons, can't re-buy while playing unless you sit out, etc) would already be resolved. And though their CS is very good for the most part, they need to become familiar with the old CS axiom, "under promise, over deliver." Gio said that he would post a reply or action would be take "later today", and five days later, no reply and no action. That qualifies (obviously) as "over promise, under deliver". They do this out of a want to give us what we want, but it is were most of the frustration with PPN comes from. Alternately, how many sites even want to give us what we want? At least PPN is trying. Gio and Chuck, if you can get that one thing right, you'll have many fewer complaints, we players will be less frustrated, and you won't feel so unappreciated.
I know that most (almost all) of us really do appreciate the work that you have done and continue to do. We wouldn't continue to support you if we didn't want to help you succeed. And Chuck, we know you are basically all-in on this venture, and it is something you love. So, Thank you for taking the chance.