@rockchucker8:
Of course we do not take the content offline. Our task is to teach our members how to win at poker. We like what PokerStars did: seperating the tables so that everyone has a choice. Of course we now still teach our players on how to be successful at the short tables.

But the tens of thousands of people who every month get our $50 don't get the choice to learn the basics in SSS - and this is partly due to the fact that we want people to learn big stack play because it's both able to win with that for an ambitious player and it's more fun for the majority of recreational players, where the main goal is to make them stick to online poker in general.

@Lennonac:
I'm sorry that you had negative experiences with our staff. I don't know the case of course as nowadays, we have more than 200 full-time staff plus hundreds of paid freelancers. If I may ask: could you forward me the issue you experienced via mail?
This would help me to have a look into it, get you an apology and improve things on our end.

My email address is lutz@pokerstrategy.com

Best,
Lutz

I would email you the details, but why should I?
I complained directly to a member of your staff, who informed me my complaint had be passed on and I would get a response from a senior member.

This never happened, not that I was surprised. So why should I then have to re-complain on a public forum just to get some sort of response.

Having 200 staff is no reason for pokerstrategy to behave they way they did.
I don't give second chances to companies that disregard their customers and if you can't control your staff then what can you control?

I worked directly with customers in the air conditioning industry for around 10 years, this involved getting moaned at a lot while working my ass off to fault find on their systems. But I never, not even once got out of line with them because they are your pay check. Something pokerstrategy has no regard for.

If you honestly want to make good then YOU will have to find my complaint and respond to me, I will not do your job for you.
It was a simple complaint but now I refuse to back down as companies like pokerstrategy think they are too big to bother with one person.

Good luck, I will wait for a response from the guilty party or senior member of staff.

Hey Lennonac,

without your username at PokerStrategy.com, I cannot possibly track the issue down. And this is exactly why I asked you to provide me with more info - because if I don't have it, I cannot work on finding the problem and fixing it.

It is highly probably (but of course not acceptable) that a small share of the currently >50,000 customer service tickets per months are not answered sufficiently. This is due to the enormous number combined with yet immature structures and quick growth. At our headquarters, we rocketed from 35 to now 160 staff in about 18 months.

Again, sorry that you might have been treated badly.

Best regards,
Lutz

My name is the same as it is here.

Having more staff is not a valid reason, in fact the opposite should be true

Lutz
I can understand it is not your direct fault, but as you are an employee then you unfortunately get to recieve my complaints.

Hey Lennonac,

I could only find one conversation between our customer service and you, which was around a misunderstanding regarding a free $50 bankroll at PartyPoker and which seems to have been solved.

So sadly I don't know yet much about the issue that upset you.

Best,
Lutz

I think you have to distinguish employee (Lutz, Tobias) and freelancers (moderators, coaches)

I've digged through your posts but I only can find an internal conflic in someone's blog and both parties were not a moderator nor coach nor Admin

MSS is the new SSS, ps.com has it now.....

Sure - we are an ambitious poker school that wants to make sure our members learn all about the strategies that can be successful. Whether it is to use them on their own or whether they should know how to adapt against it.

I'm pretty sure I said Employee

It was a skype conversation and his name is Herbert, sadly I do not know his last name.

My complaint was made to an employee called Clemens Baethe who simply ignored it.

Hey Lennonac,

thanks for the info. I have to say I wonder a little that you were in an official contact via Skype - as this normally is no official channel for company-customer interaction.

You would help me a great deal if you could described how you got into contact via Skype instead of tickets, email or our forum.

I will try my best to track down this issue.

Best regards,
Lutz

we were in discussion about becoming a low stakes mtt sng coach

This sounds very much like you are calling me a liar, please explain

I absolutely don't call you a liar - I'm just saying that Skype must not be used as a communication tool with customers. This is a company policy - because in Skype, we could never track down problematic customer service & manage it.

So there are two options:
1. You have percieved an unofficial/informal dialogue as an official one. [Which would be bad and probably preventable.]
2. Some of our staff approached you on Skype. [Which would be bad.]

I both cases I don't blame you - but to do anything, I would need more information.

Care to tell me what information you might require?

I don't see what the problem is, I have given you the names of the two people involved and my handle that they know me by. I am sure they will remember me.

This is why I stopped posting on Pokerstrategy because your customer service is well non exsistant.

The dialog was first through email then I was told to contact them through skype. I will not except you trying to turn this back around on me, by saying skype is nonofficial.

Your staff are rude and very unhelpfull and quite frankly so are you.

I am glad pokerstrategy has a sub forum here as now there is nowhere to hide. Trying to get rid of me by saying skype is not official is desperate.

All you have to do is email the people involved why is that so hard?

So You're only teaching short stack strategy to advanced players now?
Has it become too difficult for the beginning players?

Hey Lennonac,

could you forward the mail where you were asked to switch to Skype? Because this should not happen, as we do not offer Customer Service through Skype.

I'm sincerely sorry that you were mistreated by a representant of PokerStrategy.com. I know I cannot make this up - but I can try to track down the issue; which is hard for me as it did not occur inside of our trackable Customer Service ticket system.

Best,
Lutz

Nope, the main reason why we don't offer SSS to beginners anymore is the fact that the utmost majority of our beginners are recreational players / fun players - and for them, BSS is more fun / motivating / rewarding.

For ambitious players, the SSS does not have a better EV than the BSS on the micro limits; and they can cope with the a litte more complex strategy.

So:
- BSS == SSS for ambitious beginners (~10% of new members)
- BSS >> SSS for fun players (~90% of the beginners
---
=> prefer BSS over SSS.

Sadly I no longer have the email as it was some time ago now, maybe two months. But I fail to see what the problem is, you have the two people involved......

Hey Lennonac,

I certainly will try to track the issue down also without your email. But obvioisly, this email would have helped.

I'll be coming back as soon as I've got more info.

Best,
Lutz

Hey Lennonac,

I just had a talk to Herbert regarding the issue. To told me about your sample video and that you had different opinions on some plays.

I know Herbert quite well and he assured me that he had never any intention to insult you or being insolent.
If you got a different impression please accept our apologies.

We are of course fully aware that you are - even if a cooperation regarding videos does not get realized- still a customer of PokerStrategy.com and that you should be treated accordingly.

Best regards,
Tobias

Yes that's right we disagreed with a spot. (which happens in poker)

Maybe you should go back to him and ask to see the chat from skype as it is recorded. He swore at me and became very sarcastic before disconnecting.

Do you think there is no intent to insult?
He did intend to insult me, I am starting to get annoyed with the way PokerStrategy tries to gloss over things.

Basically if you intend on doing nothing then let it be known here rather than wasting my time.

Hey there,

I did now check the whole chat between you guys. Sure, Herberts criticism was harsh at some point as he said like "This play is just BS/ridiculous" but on the other hand you just did not accept his feedback in the beginning and alleged Herbert having leaks, starting comments like "lol" etc (which raises emotions), and I think that you can agree that you won't find any personal insult in your chat history.

At the end of the day I think:

- It was an emotional conversation from both sides.
- Herbert admitted that he could have been more friendly at the end, I think the same. He admits that this was not okay and you will recieve his apologies in this thread soon.

Best regards,
Tobias

Hi Lennonac,

If you had the impression, i am really sorry for that. We disagreed about the spot, that's true, but our skype conversation ended, because I really had to go to a meeting (i didnt just tell you).

In addition i told you, that If you can prove it in an essay that your play in that spot was +ev, I am going to publish it on our site. This offer is still there and wasn't intended as an insult.

I still believe that the spot is -EV, but maybe I have the leaks you mentioned. I would appreciate if we could discuss the hand even here in the forums, if you want. I am curious about the opinion of the MTT-players here.

What do you think about that?

Kind regards
Herbert