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Originally Posted by NEPokerPlayer
I've been lurking for a while now, but I've never posted before. Something happened last night that made me mad and I want to vent. But I should also say that the new six tables are great. there's better lighting and a lot more space. The waiting list is now much shorter. I am disappointed they still haven't put computers on the table so the dealers can swipe players in and out; most of the floors I think are trying their best but its nearly impossible for them to keep up with it when it's busy, although a few of them are just lazy or don't know how to use the system. I always ask them to check me out when I leave, and they have always been willing to fix my time if there's been a mistake which doesn't happen too often, but sometimes it does.
I am very frustrated however with their stupid TV policy, and this keeps happening. Last night (Friday) the floor manager was trying to put on both the World Series of Poker and the Red Sox baseball game for us, but his boss told him to put them all on the same channel and leave them there. His boss told him that the policy is to put it all on one channel. He did leave the ones he had already gotten onto the World Series alone, but he didn't change anymore of them. This is not the first time this happened. It seems to happen more during the day.
Don't these guys get it? Have they heard of CUSTOMER SERVICE? They think that because they have the only poker room between Foxwoods and Boston that they can do stupid stuff like that? In case they haven't been in other poker rooms, maybe someone should tell them that other rooms let the floor supervisors change the channel for the players and that the PLAYERS DECIDE what is on the TVs. We play 8 hours a day or more and we pay good money to them. If they had a remote they could change the channels instantly, but even their crazy computer system can change it in a minute or two. Is the staff too busy to change the darn channel? I see them laughing, talking and socializing all the time - and they should work should be fun - but can't they change the channel?
And who is this stupid boss that decided that all the TVs need to be on the same channel? That floor manager who worked last night is one of the few who seems to give a darn about what is going on, but he is not really in charge. Put him in charge! And they need to get these guys that don't know anything about poker out of the room and back in the pit where they belong.
Anyway, this is my first post so I hope its okay.
Good Points. Twin River in general does not cater to their customers. You have to pay for drinks. Lots of things do not make sense but we dont have all the information.
I was playing on one of the new tables yesterday, just opened a new game. Turns out shuffle machine wasnt working. Instead of moving the game to one of the 4 open tables in the new section they said they would send someone to fix it. Nothing happens for an hour, I mentioned it to the dealer who tells the floor, then finally bring a replacement machine. One problem one deck is stuck in old machine so doesnt really help to have shuffle machine and only 1 deck. They cant just put a new deck or even two new decks in play, have to go through certian procedures that i dont understand. Another 20 minutes goes by finally we have 2 decks and a working shuffle machine, two hours into a new game.
I guess these are normal things that happen but it just seems that the procedures that are put in place do not think about customer service.
I live 25 minutes away so I will continue to play as the games are good and not much of alternative to drive to Foxwoods.