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Old 12-09-2013, 11:04 PM   #1
Demigod
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6+ days with no Response from Customer Service

I sent in a CR request 6 days ago by email after staying on the phone for a little under an hour with no response.

I have still not received a response from customer service aside from the initial auto generated response saying it can take up to 24 hours. I knew CS was bad but this is atrocious.
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Old 12-10-2013, 01:34 AM   #2
Doggg
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Re: 6+ days with no Response from Customer Service

They must be sharing the same customer service squad with Borgata, as I am going on 6 days with Borgata with multiple unanswered emails regarding them doing something as simple as honoring the terms of their promotion.
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Old 12-10-2013, 04:59 AM   #3
phaze112
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Re: 6+ days with no Response from Customer Service

Quote:
Originally Posted by Demigod View Post
I sent in a CR request 6 days ago by email after staying on the phone for a little under an hour with no response.

I have still not received a response from customer service aside from the initial auto generated response saying it can take up to 24 hours. I knew CS was bad but this is atrocious.
Yea me too, its been a week now. Not a good sign, I'd start to look at other companies like 888 poker and stuff like that, this borgata party one is not going to hold up at this rate.
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Old 12-10-2013, 05:21 AM   #4
Againstallchances
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Re: 6+ days with no Response from Customer Service

I've been locked out of my party account since the last day of soft launch. Dedicated about 2-3 hours on hold trying to reach them and who knows how long waiting for live chat. At this point if they want my business they can come get a hold of me.
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Old 12-10-2013, 12:27 PM   #5
cicakman
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Re: 6+ days with no Response from Customer Service

I've sent 3 emails to support and got 3 answers within 24 hours each time.
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Old 12-11-2013, 11:42 AM   #6
Doggg
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Re: 6+ days with no Response from Customer Service

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I've sent 3 emails to support and got 3 answers within 24 hours each time.
Yeah. I got a response. It said that the matter has been forwarded to the promotions department. Live chat confirmed that the matter has been forwarded. Going on over a week now with no sign-up bonus, and no response from this department.
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Old 12-11-2013, 01:21 PM   #7
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Re: 6+ days with no Response from Customer Service

I'm not trying to rub it in, but I got the automated response and then responses from actual 'people' about my issue each time. I'm palladium status or whatever. Maybe that's why?
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Old 12-11-2013, 03:11 PM   #8
Demigod
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Re: 6+ days with no Response from Customer Service

Bump- 8 days with no response.
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Old 12-11-2013, 11:12 PM   #9
pokerished
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Re: 6+ days with no Response from Customer Service

Customer service really sucks, played the $1000 freeroll yesterday, finished 5th but the player count was wrong and had me finished at 28th, sent email with screen shot, haven't heard anything from party yet and the amount is not credited
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Old 12-12-2013, 07:12 AM   #10
phaze112
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Re: 6+ days with no Response from Customer Service

I'm at 10 days no response.

and this idiot from partpoker keeps posting nonsense in this thread about how we just have to send an email in to get "immediate support"

how do we get this fool banned from here, he literally serves no purpose, at all.
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Old 12-12-2013, 07:58 AM   #11
JrsyLdy
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Re: 6+ days with no Response from Customer Service

Quote:
Originally Posted by Doggg View Post
Yeah. I got a response. It said that the matter has been forwarded to the promotions department. Live chat confirmed that the matter has been forwarded. Going on over a week now with no sign-up bonus, and no response from this department.
Same here, except because I mentioned that after trying for over a week, I was finally able to deposit via WF echeck but didn't receive bonuses. Instead of saying "glad you were able to deposit," I get (paraphrased) "If you had entered your bank info correctly just once out of 50 tries you moron, you could have deposited sooner." Strange... I was able to type correctly on WSOP and Ultimate 1st time I tried.
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Old 12-13-2013, 12:36 AM   #12
Doggg
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Re: 6+ days with no Response from Customer Service

10 days now. Two emails "forwarded and escalated."

No response. No bonus.
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Old 12-13-2013, 10:21 AM   #13
fluffybets
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Re: 6+ days with no Response from Customer Service

Not only that, their phone support has a pretty ridiculous wait time. I tried calling last night around 10, hold for 45 minutes and gave up. I didn't play a single hand yesterday but got the message that I reached the playing time limit that I set when I first set up the account so I can't play until the next day.
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Old 12-13-2013, 04:08 PM   #14
Demigod
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Re: 6+ days with no Response from Customer Service

Quote:
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10 days now. Two emails "forwarded and escalated."

No response. No bonus.
>Same. 10 days without a response from CS. At least the software has been marginally better for me lately.
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Old 12-14-2013, 11:34 AM   #15
party_Rep
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Re: 6+ days with no Response from Customer Service

Quote:
Originally Posted by Doggg View Post
10 days now. Two emails "forwarded and escalated."

No response. No bonus.
Quote:
Originally Posted by Demigod View Post
>Same. 10 days without a response from CS. At least the software has been marginally better for me lately.
All- We have sent you a direct message requesting contact information. Once we get your replies we work with you to resolve your issues.

If you are having an issue with borgatapoker.com you need to contact their customer support directly.

Thank you,

Marc B.
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Old 12-14-2013, 12:41 PM   #16
pokerished
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Re: 6+ days with no Response from Customer Service

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Originally Posted by Party_Rep View Post
All- We have sent you a direct message requesting contact information. Once we get your replies we work with you to resolve your issues.

If you are having an issue with borgatapoker.com you need to contact their customer support directly.

Thank you,

Marc B.
I did not get any DM, sent 3 emails so far with no response from CS
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Old 12-14-2013, 04:20 PM   #17
Doggg
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Re: 6+ days with no Response from Customer Service

Well, I got a response, and the bonus.
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Old 12-14-2013, 05:39 PM   #18
fluffybets
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Re: 6+ days with no Response from Customer Service

Not only the emails, I wonder how many people that they put on the support line to answer calls. I waited 50 and also 110 minutes on two nights so far for a rep before giving up. I don't think they are taking this seriously. This is a total disappointment compare to the Party Poker that I know from years ago.
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Old 12-15-2013, 05:21 PM   #19
Johns0n
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Re: 6+ days with no Response from Customer Service

My experience with the CS:
- Tried calling twice during non peek hours and no one picked up for at most 55 minutes (longest I waited)
- Having trouble being located by Geo and I live in NJ. Went through the FAQ a dozen times, nothing worked. Emailed them about it and a week later I got a response. They copy pasted the FAQ from the site.
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Old 12-15-2013, 05:30 PM   #20
jmurjeff
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Re: 6+ days with no Response from Customer Service

Quote:
Originally Posted by fluffybets View Post
Not only the emails, I wonder how many people that they put on the support line to answer calls. I waited 50 and also 110 minutes on two nights so far for a rep before giving up. I don't think they are taking this seriously. This is a total disappointment compare to the Party Poker that I know from years ago.
I admire your commitment to be honest. I waited for only 35 minutes before giving up. You should be given an award.
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Old 12-15-2013, 10:49 PM   #21
pokerished
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Re: 6+ days with no Response from Customer Service

Quote:
Originally Posted by Doggg View Post
Well, I got a response, and the bonus.
yes, i got a call at 1.30 am, i was playing at that time so no problem about the timing of call hopefully that wont be the case on a week day, the lady promised me the issue is escalated and will get a response in 24 to 48 hours, waiting...
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Old 12-16-2013, 10:48 AM   #22
fluffybets
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Re: 6+ days with no Response from Customer Service

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Originally Posted by jmurjeff View Post
I admire your commitment to be honest. I waited for only 35 minutes before giving up. You should be given an award.
I just put the phone on mute and on speaker and watched an entire movie while waiting the 2nd time around.
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Old 12-16-2013, 03:25 PM   #23
party_Rep
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Re: 6+ days with no Response from Customer Service

Quote:
Originally Posted by fluffybets View Post
Not only the emails, I wonder how many people that they put on the support line to answer calls. I waited 50 and also 110 minutes on two nights so far for a rep before giving up. I don't think they are taking this seriously. This is a total disappointment compare to the Party Poker that I know from years ago.
We are adding more reps to our workforce hence the waiting time would cease to be an issue and we will hopefully be in a position to answer your queries in the very first ring.
In the meantime please PM us stating your account name, the issue and the appropriate time to call and we would have someone call you to resolve it at the earliest.
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Old 12-20-2013, 02:53 PM   #24
pokerished
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Re: 6+ days with no Response from Customer Service

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yes, i got a call at 1.30 am, i was playing at that time so no problem about the timing of call hopefully that wont be the case on a week day, the lady promised me the issue is escalated and will get a response in 24 to 48 hours, waiting...
its been 5 days i am still waiting for a resolution on this, i am not sure what this escalated further means but looks like there are way too many escalations with no resolution, very frustrating
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Old 12-26-2013, 02:28 PM   #25
party_Rep
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Re: 6+ days with no Response from Customer Service

Quote:
Originally Posted by pokerished View Post
its been 5 days i am still waiting for a resolution on this, i am not sure what this escalated further means but looks like there are way too many escalations with no resolution, very frustrating
We understand how you feel. Could you please PM us giving your account name or reply to the post sharing the e-mail address registered with the account and we would help resolve the issue at the earliest.
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