Been running smoothly for me all night

Crickets in here after a night with no issues. I'm happy the issues were seemingly resolved, but I'm disappointed not to hear anything from the people who were calling for the head of the PP CEO earlier this week.

I still am upset about the heads up turbos being removed. I received and e-mail from support confirming management chose to take them out. SMH.

They don't care about the customer. They care about making money and that's it.

Perhaps assume some of us stopped playing on PP like we said we would, and have no idea whether the software is or is not working.

The lack of transparency on the Verizon/FIOS issues is disgraceful.
The effort made to service their customers and handle refund requests for disrupted games is pathetic.

D- for customer service.

And where is PP Colette?

Further to this -- if they really did *fix* the issue, then they should be issuing some kind of a statement acknowledging that there was a problem (they don't even have to take the blame) and advising the community that it has been fixed and that those of us on FIOS can safely play. They haven't said boo about the situation having been fixed. Sorry PP but I am not going to guess every night as to whether the software is or is not going to work on FIOS that night, and whether my money is at risk for reasons having nothing to do with poker.

Extremely well put.

For what its worth, 2 nights with no connection issues with FIOS. I think they figured it out.

Played the $500GTD 8-9PM without a hiccup.

Clarity...

Lets use simple logic here folks...Party Poker Customer service and Jeffrey Haas kept going on that the FIOS (ISP) issue was on Verizon's side. However, after 2 weeks of myself and a few other regular players sending in trace reports, pings, and screenshots Party Poker has been able to resolve the issue. No one has been sending this information to Verizon, and Party Poker would be violating ethical concerns if they did so. Therefore, the problem has to be fixed on Party Poker's side!!!

HENCE, WE WERE WORKING WITH PARTY POKER, NOT VERIZON, TO SOLVE THE PROBLEM. IF THE PROBLEM WAS REALLY ON VERIZON'S SIDE WE WOULD HAVE HAD TO SEND THAT INFO TO THEM. PARTY POKER HAD TO CHANGE SOMETHING ON THEIR SERVER SIDE TO FIX THE CONNECTION ISSUES FIOS USERS WERE HAVING.

Of course, Jeffrey Haas isn't going to come back out and issue a public apology about this again. Especially after stating it wasn't his company at fault. When has management in any company back tracked and admitted to being wrong LOL? Yet, all the evidence points to PARTY POKER being at fault. The bigger issue at hand here is the unreliable misinformation being provided by Party Poker as whole. They have shown here that they are willing to lie about issues in order to not have to refund players that were affected by the disconnects. This is a huge ethical issue and I ask all Party Poker players to ask themselves, "Do I want to invest my money into a site that isn't being ethical?" If they are being shady with the money and refunds then it would be easy to believe the company is unethical in other areas.

It is a complete disgrace and the blatant lie about Verizon being at fault here, and allowing management to pass the blame.

P.S. - HOW IN THE WORLD DO YOU TAKE AWAY HEADS UP TURBOS? NO OTHER POKER SITE IN THE WORLD HAS DONE THIS? HEADS UP TURBOS ARE GOOD FOR TURN OVER AND PROFIT. HOW DARE YOU THINK YOU ARE GOING TO FORCE US INTO 6-MAX. OVER AND OVER AGAIN PARTY POKER MANAGEMENT EXHIBITS GREEDY BEHAVIOR. MANAGEMENT DOESN'T EVEN LISTEN TO THE REGS OR REPLY TO REGS WHO HAVE CONTACTED THEM. SEEMS LIKE OUR FEEDBACK IS NOT WANTED. WE ARE ALWAYS STUCK DEALING WITH ILL INFORMED CUSTOMER SERVICE REPS WHO ARE NOT CONSISTENT AND OFFER A VARIETY OF ANSWERS FOR THE SAME ISSUE. SMH...ALSO PARTY POKERS NUMBERS ARE TRENDING DOWNWARDS, I WONDER WHY (GREED)!!!!

The thing is, the site's servers never went down. It was very simple and reasonable for Party to believe that the issues were on Verizon's end. This was customer service's response at first.

When it became clear that something else was amiss, customer service began requesting the network information, traces and pings and such. They have since apparently fixed the issue.

If you don't see the logistics of why it might take a Gibralter-based company a few days to fix a networking issue that occurred for only about 6 hours a day to just a subset of their customers, then I don't know what to tell you. If you want the site to come out with some statement admitting that there were issues on their end, I'm assuming you're probably out of luck as well. I don't know a lot about PR, but that sure seems like a recipe for bad PR.

The lack of tranparency goes way back.
Remember the first months 11/13-02/14? The geolocation issues were immense. No apologies, no aknowledgement BUT it was finally fixed.

Geolocation problems are now mostly a thing of 13 months ago.

Honesty and transparency are the way to go to keep your customers satisfied that problems are being addressed

Party Poker appears to have a cultural bias toward lack of honesty and no transparency.

Chatted with a support drone this morning-he was somewhat informative-said guys at his level would never be told what really happened with Verizon/FIOS.

I have little confidence in the site software and management's willingness to run a customer friendly environment.

It wll be interesting to see Poker Stars/Ayama efforts.
Hopefully they will be permitted to start up this March.

UMMM DISTANCE (KM OR MILES) HAS NOTHING TO DO WITH NETWORKING ISSUES BAHAHAHAHAHAHAH!! It's not my problem or fault they are based in Gibralter. It was their choice to position themselves there, hence, it's their responsibility to provide adequate services for us in New Jersey(Greatest state in the Union). Read the previous post I am a Network Administrator and the problems could be fixed from my PC within hours if I did my due diligence. DISTANCE DOESN'T MATTER. The 6 hours that the problem occurred were the peak hours for the site and when most of us want to play. SUBSET? It don't matter if its 1 or 1000 customers. It's bad customer service to lie and push the issues off for days. They (Party Poker and Jeffrey Haas) straight out denied the issue was on their end. Did you even read my previous post in this thread?

I don't want you to tell me anything. Just don't try to stick up for them when they have been caught lying. Of course its bad PR and I understand the apology is not coming, but I am still going to hold Party Poker and Jeffrey Haas accountable for being liars and giving misinformation.

Actually I was refunded all my money that I lost because I provided video capture of the freeze, and all the reports of the crashes to prove it wasn't on my or Verizon's end. Hence, I am not out of luck, but fighting for those who aren't even on the forums and were victims of this FRAUD!!!!!

I am posting these comments because I speak for this SUBSET that are regulars on the site and make a living off the funds made. Thank you for belittling this SUBSET and minimizing the issue at hand.

I'm a member of that subset too, *******. I was extremely inconvenienced by the connectivity issues. I stayed up until 8am the last few days of January to finish up my desired level for The Grind bonuses, playing in games and limits that are not my preference, because the games and limits that I regularly play mostly don't run in non-peak hours. I was a couple days away from adding a second internet account with Comcast just so I'd have the privilege to play peak hour Borgata/Party.

But I just don't see the benefit to acting the way you are. When people on web forums act like psychopaths, it makes it more difficult for companies to take the complaints of forum users seriously. Instead of maximizing the power of your voice, you are minimizing it.

Good luck in your quest for heads up turbo SNGs.

Well thats your opinion, and I will allow you to have it. I didn't know that things in Congress, my municipality, or even at the local grocery store get changed by asking nicely. Not like it ever takes something bad happening, or angry protestors to get change.

Thank you sir. Thank you.

We prob could achieve world peace following what you said. THE U.S. NEEDS TO STOP BOMBING SYRIA AND IRAQ. JUST ASK THE ISIS TO STOP BEING MEAN AND TAKING OVER IRAQ AND SYRIA.

Hip, you don't have to be an ******* in every post. You're not helping the cause.

You judging me bro? I am helping the cause. Talked to management today and made progress. Hence your statement, "Not helping the cause." is flawed and wrong. They appreciated what I had to say and valued me as a regular player. I am happy they finally responded.

I hope you feel better, and stop bleeding all over the forum with you and your judging.

If it's your opinion that I am not helping the cause in your head, then I apologize, but with the Heads up issue I am helping.

I get this crash 4 times EVERY SINGLE DAY!


[IMG][/IMG]

Hip-have u learned what actually happened to cause the 9 day outages?

No, I doubt we will ever know. It is my opinion that once receiving the data Party Poker support asked for from users of FIOS, they were able to fix the problem on their(Party Porker's) server side.

A few post ago I explained why I thought this.

Like another user posted, it is bad PR for them to take the blame, and go back on their previous lie that it was Verizion's fault not theirs. They would look even worse than they already do, and would owe lots of FIOS users refunds for disconnects. Disconnects that were their fault not FIOS.

How come they were asking us to send the info to their support and not FIOS? FIOS didn't make any changes to their network, Party Poker did with the information we provided.

Guess they are hiding behind the lies, and we have to deal with it.

We, as customers, can admonish them strongly for what we believe were a pack of lies repeatedly told to us. SHAME on you for handling things the way you did.
And where did Colette vanish to?
And support was probably told nothing useful during the outages.
They simply continued to babble their unctous bull**** at us.
What is your last name and date of birth for security reasons.

Now that things are back to ok, how about a timelned explanation of the drama?
In the interest of keeping your customers playing with confidence come out with the truth.(s)

My guess is that Colette does not work on Sundays. I PMed her about the "goodwill" bonus/credit earlier today (which PP customer service denied me, but which I won't get into until I've given Colette a chance to see if she can address the situation) and have not heard back from her.

Hello

Niss - I have escalated your PM and will feedback when I receive a response.

Please be aware - I am here as a Party rep - and can not comment on Borgatta CS process or decisions. However, I can collate feedback and ensure the relevant teams at both Borgatta and Party are aware of issues.

As for my lack of presence, I have been awaiting an official statement before commenting - I feel my posts to simply state I am aware of the issue and awaiting further feedback where not well received under such circumstances.

Our management teams have now presented an official update/statement on our blog regarding recent issues:

http://nj.partypoker.com/blog/gsss-ii-goodwill.html

I hope this answers some of your questions and please do contact the CS teams directly to discuss any issues/refunds

Thanks

Colette

Colette -- thank you

Despite being outside our infrastructure and control, we of course recognise that we are providing a service and want to demonstrate that we live by the mantra that ‘the customer comes first’ and so have offered a goodwill credit to the accounts of those customers that were adversely affected by this ISP-related issue.



this has not happened