Played in the morning rumble and some sort of glitch occurred. **** happens. Specifically at the end of the 6th level at the break and through the end of the 3 min break the add-on period was never offered. It was part of my strategy so obviously I was incredibly annoyed. 7 level started and a minute in I'm now short stacked with new blind levels (never got the 6k add-on) and get knocked out. I'm offered a rebuy (they end at level 6 we are now at level 7) I don't take and quit going wth and immediately contact support.

You can look up the specific rules of the tourney on the site this tourney runs just about every day. Short of it is 6 10min blind levels unlimited rebuy, 3min break with add-on. So at 63 minutes all add-on and rebuy should be finished.

The response has been here are the logs and the add-on started at 1 hour and 64 minutes and 30 seconds in the tourney and since I was knocked out 7 seconds earlier I didn't have a chance for the add-on. Repeated emails pointing out that shouldn't have been when the add-on started it was due 4.5 minutes earlier have just led to more irrlevant statements that only confirm the tournament wasn't run correctly but CS reps can't be bothered to actually figure that out. They just keep stating well you were knocked out before the add-on period which I wasn't and that the break started after I was knocked out (It wasn't).

Attached are the nonsensical replies I have received from support along with my frustrated salty responses.

First Email and response:

Advertised as unlimited rebuy up to level 6 then add on after which would be during the break period.

Was not offered add-on at break and then at level seven was offered a re-buy.

Not the game I signed up for.

Refund my entry fee.

Response:

Dear Amigo,
Your request (# 6084812) has been updated. To add additional comments, reply to this email.
Hi

Thank you for contacting Global Poker Customer Support.

I see that you've finished 29th place at exactly 2021-03-02 17:04:23 UTC and the add-on started at exactly 2021-03-02 17:04:30 UTC. This means you didn't reach the time where the Add-on started.

Let me know if you still have any concerns so that I can assist you further as needed.

Thank you so much for your continued patience and support.

Regards,
Aeriel
Customer Support Team



My reply:

IÂ’m not sure what you are looking at but luckily I took a screen shot. We were at level 7. I actually finished 26th. Not 29th The screenshot clearly shows that the add-on should have occurred at the break after level 6. It never did.

Also your stated times below are completely nonsensical. You say the add-on started 7 seconds after I was knocked out even though these were 10 min period plus and that would end in the middle of a level and even actually in the middle of minute not actually at the end of a level.

Again basic math even using the times you stated it putÂ’s us in play a couple hands in the beginning of the 7 level which was true.

You are reading the wrong data or just making stuff up out of thin air.

The tournament did not execute the way it should have which is an addon at the break after level six and no further rebuys. It played into the strategy I using in the game which when it didnÂ’t occur left me high and dry.

I should have been offered the add-on several minutes before. There is no way it started 7 seconds after I get knocked out and offered a rebuy I shouldnÂ’t have been offered in the beginning of level 7.



CS next reply:


Dear Amigo,
Your request (# 6084812) has been updated. To add additional comments, reply to this email.
Hi Patrick.

Thank you for reaching back to us.

After a careful review, it definitely shows that you ended in the 26th place, my colleague might have overlooked your position and we apologize for that.

When it comes to your add-on concern, below is the time and motion of each blind level including the time when the add-on starts and ended.

Blinds Level 1 4.00/20.00/40.00/break=false 2021-03-02 16:10:01 UTC
Blinds Level 2 6.00/30.00/60.00/break=false 2021-03-02 16:20:01 UTC
Blinds Level 3 10.00/50.00/100.00/break=false 2021-03-02 16:30:01 UTC
Blinds Level 4 15.00/75.00/150.00/break=false 2021-03-02 16:40:01 UTC
Blinds Level 5 20.00/100.00/200.00/break=false 2021-03-02 16:50:01 UTC
Blinds Level 6 30.00/150.00/300.00/break=true 2021-03-02 17:03:57 UTC
Player amigo9 Out 26 2021-03-02 17:04:23 UTC
Add-On Period Started 2021-03-02 17:04:30 UTC
Add-On Period Finished 2021-03-02 17:07:30 UTC
Blinds Level 7 30.00/150.00/300.00/break=false 2021-03-02 17:07:30 UTC
Blinds Level 8 40.00/200.00/400.00/break=false 2021-03-02 17:17:30 UTC

If you will take a look at the time when the break started and the time that you got out, you will understand that the re-buy period already expires that is why you got out from the game with no chance of getting a re-buy.

I hope the information provided helps.

Should you have any other concerns, please contact Customer Service by submitting a request through our Help Center, https://globalpoker.zendesk.com/hc/en-us/requests/new, and we'll be glad to assist you anytime.
Best Regards,
Nero
Customer Support



Now my responses really get salty but I'm pissed.

You still don’t seem to understand your own game. Look at you log you provided.

I WAS offered a rebuy at level seven when I was knocked out I declined.

Your log clearly shows I was in LEVEL 7 when knocked out after the break. The Add-on should have happened before then. The break was over by a good minute and half by the time I was knocked out.

The tournament rules were rebuys up to level 6 and add on period after level 6 which is normally during the break period or at minimum before the cards are dealt for level 7. That didn't happen.

You just provided the evidence I'm right.

Why is this so hard.


CS response:


Dear Amigo,
Your request (# 6084812) has been updated. To add additional comments, reply to this email.
Hi Patrick,

Thank you for contacting Global Poker!

We apologize for the confusion. Based on the description, Unlimited Rebuy up to level 6. 1 add-on available after the rebuy period ends.

It's explained in the previous conversation that you were still in level 6. On 2021-03-02 17:04:08 UTC, you were offered with the Rebuy and you mentioned that you declined it. A few seconds after you declined the Rebuy on 2021-03-02 17:04:23 UTC, you, unfortunately, lost the hand.

In addition, after you left the table on 2021-03-02 at 17:04:30 UTC, the Add-on was offered to all players. This was the reason why you were unable to offer Add-on.

We hope this clarifies.

Please feel free to contact us if you have other questions.
Kind regards,
Phoebe
Customer Support Team


I'm really pissed now. Not sure what kind of gaslighting they expect this will achieve.

My responses:

I donÂ’t know what to say. You canÂ’t possibly be this dumb. Yes everything you say is CORRECT. It also proves my point that the tournament did NOT run correctly.

The add-on period SHOULD HAVE STARTED at the break. The break was at 17:00:01. The break was 3 minutes I was knocked out 4 minutes and 27 seconds after. I was in the seventh level when it happened.

The fact that the add-on period was AFTER I got knocked out is the problem. It was due to start 4.5 minutes EARLIER.

Your logs PROVE THAT.

Last chance if you canÂ’t figure this out escalate this to someone who can.

Otherwise IÂ’m posting this set of emails with the proof you provided to me that describes exactly what I said happened to TrustPilot and twoplustwo which both seem to have better customer service from Global than actual Global Customer Service.


Next email I'm not even waiting at this point for a response.

Actually I take it back. Not everything you say is correct. The break did not START at 17:04:30. How do I know? That is 7 seconds after I got knocked out. Which is after I sat through a 3 minute break and had already had more than 1 hand played in level 7.

The log you showed me did not say what you said above. It appears you are just making stuff up but IÂ’m happy to post this entire thread to the social websites. Someone in your company will probably sort it out then unless you are being intentionally deceitful.




And there we are. I will update if I get a resolution.

You might have confused the end of the hour synchronized break at 55til....later if your table is involved in a hand with the Add-on break.

This would explain why you were offered a rebuy. The timeline of the breaks and when you were knocked out seems to suggest this.

Do you remember what the blinds were at when you were knocked out and offered a rebuy?

Not sure what you are trying to say. There is no break at 55 minutes. The break is at 60 minutes. You have 6 10min levels then the break for 3 minutes and add-on. After break it should resume then no more rebuys or add-ons. Are you trying to say they stopped in the middle of level 6 took a 3 minute break and then resumed finished level 6 for 5 minutes and then took another break for the add-on?

Even if that was true and it wasn't because I had only seen a couple hands in level 7 ... it would still mean I was in level 7. But that clearly didn't happen. That bizzare scenario would still mean they missed the add-on and level 6 would have been over still at 17:03 and I was knocked out a minute and half later.

Also read the logs they provided me. They don't make sense or seem authentic. The blind levels and amounts and timings are all incorrect.

Every tournament has standard breaks for 5 minutes at 55 after the hour. I can see by the times they gave above there was a break in the middle of level 6 at 16:55. The add on break at the end of level 6 was at 17:04:30. You busted out at 17:04:23 during level 6. The break at 16:55 is not the add on break. Its just a standard break they have in all tournaments so players can pee.

Global has synchronized breaks at starting at :55 after on all MTTs. This is relatively new and done by popular request.

Reading what you posted I am certain this is what happened. Sometimes the Add-on break is shortly after the synchronized break. The last level of blinds before the Add-on break is 100/200. That what the blinds are when you busted and that is what happened here.

You seem to be ill informed based you last post because Global does indeed have synchronized breaks every hours.

the fact that you got multiple personalized responses actually shows great CS by global IMO. most sites would spit out a bunch of auto responses. Plus the fact that you missed the 55 min break. You seem to be the dumb one here. Good on global.

So I stand by my headline. Is CS really this bad? Did I need to come to a forum to get this answered. I've played for months just goofing around and have won several freebuy or lowstakes tournaments and never remember getting any breaks other than the ones advertised in the blind schedule. Having them on the hour makes zero sense. You are going to interrupt in the middle of blind level? I get it's probably for people multi-tabling but it's still a stupid idea.

It still doesn't make sense because the blind level then wouldn't have been over until 17:05 and they claim it was actually at 17:04:30. If that was the case then the break actually started early by 30 seconds. If you look at the replies I've gotten even if you think the above happened they have made factual errors in each reply.

Again the math doesn't add up. If somehow it does CS has not explained it properly and again ... NONE OF THE LOGS THEY SHOWED ME ARE ACCURATE. They have all the wrong Blind level amounts. How does that happen when you are cutting and pasting I assume the log.

My complaint still stands: Is CS this bad normally?

LMAO you don't have a clue!!!

Hands have to finish at :55 after the hour when the break starts and the tournament clock continues until all hands finish. So the tournament clock actually broke at 16:55:30 and then resumed at 17:00. The level then ended at 17:04:30. Makes perfect sense to me.

You miss my point. My confusion should have been obvious to CS. Now that I know synchronized breaks are a thing I understand it. I gave them all the info they needed to understand and explain to me what happened. Instead they replied lazily well the logs said this and then provided me INACCURATE and incomplete logs. They told me the break hadn't even occurred when I distinctly know I went on break.

So ... to you thanks for your constructive input. Hope you feel better about yourself.

Again is CS really this bad?

Amigo,

Yes their customer service is terrible. They often make mistakes in responding and answer the wrong question or give you the wrong answer.

also, sometimes they give you the right answer but they are not able to elaborate on it well enough to understand what the heck they're saying. And before people chime in on global side, I would hope everyone would agree that they do a lousy job of explaining things in real-world terms or poker terms quite often. I've had a bunch of these issues myself in terms of breaks, but in terms of getting a street answer.

Now, as to your particular issue. Here's a couple things.

1. they did provide logs which I believe do show that they sink break issue is the actual cause of all this. But they didn't send would make it easier to understand the logs. I'd ask them for the time stamp of the tournament start, since that wasn't explicitly labeled in the blogs and would help make things clearer I think.

2. You said you took a screenshot to show that it was actually level 7 or something. Post the screenshot here. based on what they were saying probably you busted out 7 seconds later it went to the add-on break and in doing so it changed the level information on the table to say level 7.

3. Here's an easy way to find out for sure. Go into your global account and find the hand in the hand history. then paste that hand history here. My guess it will show you where dealt in at level 6 on your bust out.


Sent from my Pixel 4a (5G) using Tapatalk

The screenshot was about the rule being level 6. I just cashed in 2 MTT's in a row so I now see how it works. The timer even runs in the blind even though a break has started which is stupid. So it's definitely what happened. I confused the 55 min break for the the break after level 6 because I had no idea such a thing even existed. CS compounded that by failing to ever read what I was saying. The never even acknowledged I repeatedly said I had already been on break. That was really the clue and apparently obvious to anyone who has played since that change.

I still believe they owe me a refund and their latest response ONCE AGAIN has I believe the 5th CS rep failing to read what I actually wrote and responding to the wrong thing. I will post it and my response next.

But yeah ... is Global Poker CS really this bad? It appears so.

Latest reply

Dear Amigo,
Your request (# 6084812) has been updated. To add additional comments, reply to this email.
Hi again, Patrick.

Thank you for writing back to us.

Please be informed that the details we will provide to you in this response are the date we have on our end.

Blinds updated to level 7 - 2021-03-02 17:03:57 UTC
You finished - 2021-03-02 17:04:23 UTC as the 26th placer
Rebuy was finished but you weren't offered at this point - 2021-03-02 17:04:30 UTC
The break started at 2021-03-02 17:04:30 UTC
Add-on started at 2021-03-02 17:04:30 UTC

You indeed were able to request for a rebuy, however, the rebuy will not trigger until the hand in play is still active. When the hand was finished, the game already was preparing for a break, and your request to perform rebuy was declined.

Lastly, as stated in our Terms and Conditions which is found on the site:

Final Decision

6.16. In the event of a discrepancy between the result showing on a user’s device and the VGW Group server software, the result showing on the VGW Group server software will be the official and governing result.

Please take the time to browse through the site to help you get well-informed.

Should you feel the need to talk to us again about any Global Poker concerns, please don't hesitate to contact us anytime.
Kind thanks,
April
Global Poker Customer Support




My response:

So here is my disappointment with your dept. You should take this case as chance to learn and maybe perform a management led review and how you have gone so wrong here.

Not one of you has actually read what I have written. I’ve told you repeatedly I was on break but you insist break hadn’t occurred.

Serious question. Do you even play your own game?

I posted this scenario on one of the social forums and it was answered by the first poster who clarified what happened. You have apparently implemented synchronized breaks for MTT at 55 minutes on the hour. Once that was explained then everything I’ve said makes sense. I’m not going to explain to you what effect that had it should be obvious and now if you go back and read what I said.

Let’s be clear here. You are in the WRONG. If it is a scheduled break which it is it needs to be added to the tournament description and blinds table.

How was I to know? I’ve played here I believe over a year and won several MTT’s (check my record) but haven’t played one in a while. When did you make this change? Why isn’t it in the blind level time structure that you will be splitting a level? Don’t you think that info might be a little important?

So bottom line… you still owe me a refund .. the tourney as advertised and still advertised is not the one I played. The one I played had an extra break thrown in before the add-on period. I thought I was playing the one that was advertised.

So was this your plan on notifying players the rules had changed but you weren’t going to tell them? Just kind of hope they notice and it doesn’t piss them off?

BTW adding the TOS saying basically we don’t care what you say (clearly obvious since you never listened ) whatever we have on our back end is what we go by. That was pure class.

BTBTW: Is that the same server logs you provided that list all the blind levels SB, BB, Ante’s incorrectly for every level. Is that the one you are relying on?

So looking forward to your reply. I will add it to rest of them on the social forums. Don’t want to misrepresent anything. They can judge.

In case you missed it. I still expect a refund though I realize I can now no longer use it as an excuse but you still should fix your tournament blind and timetable. Should I know consider myself “well informed”?

Oh BTW another factual error by CS. I WAS offered a re-buy. I declined it made no sense to me at that point I had no idea what the hell was going on. Funny thing is they keep saying I wasn't offered one thinking that was what I'm complaining about. BUT I'VE TOLD THEM SEVERAL TIMES I WAS OFFERED ONE. Again they haven't bothered to read or comprehend a single damn thing.

Feel like I'm repeating myself. Are they really this bad? You can say I'm an ass ... probably true ... but it doesn't mean they aren't REALLY BAD.

saga continues: I truly think they are incapable of reading

Dear Amigo,
Your request (# 6084812) has been updated. To add additional comments, reply to this email.
Hello again, Patrick.

Thank you for writing back to us.

We are very sorry that you feel that way towards the site.

We definitely appreciate your feedback, since we aim to provide the best possible online gaming experience to our players.

We are unable to grant your request for a refund because the Rebuy is only available up to Level 6 and the blinds updated from Level 6 to 7 at 2021-03-02 17:03:57 UTC. The logs also show you requested a Rebuy at 2021-03-02 17:04:08 UTC, which is a couple of seconds after the blinds updated from Level 6 to 7; hence, why your request for a Rebuy no longer triggered successfully.

Additionally, no other players from this tournament reported a similar instance or at least indicated something was wrong with the Rebuy system.

In the instance of server-side issues, where possible, Global Poker will seek to reasonably compensate players deemed to be financially affected in a manner deemed appropriate by Global Poker (in its sole discretion).

We appreciate your utmost understanding and sincerely hope you do well in your next matches.

If you need further assistance, please don't hesitate to contact us again.
Kind thanks,
April
Global Poker Customer Support

MY RESPONSE:

You truly are incapable of reading anything I’ve actually written.
Let me summarize for you.

I DON’T CARE ABOUT THE REBUY. NEVER DID. NEVER STATED IT WASN’T OFFERED. I SPECIFICALLY STATED THAT I DECLINED IT WHEN OFFERED.

The issue apparently is I thought I was in level 7 when I wasn’t because of a break that is not advertised in the game description. You still don’t seem to understand this and in the process of ignoring this keep providing me logs that are inaccurate and incomplete. For example they never show the break that I was actually on and occurred prior to the ADVERTISED break after the 6 level. The also show inaccurate blind levels, ante, etc. Hence my confusion.

Are we clear what the problem is now is not that the game didn’t run as it was suppose to but that it is not the game advertised in the blind levels. I suggest just once you go back and actually read my responses and realize what they actually say not what you want to hear.

Seriously are we clear? Is it possible for you to ONCE actually answer the QUESTION THAT WAS ASKED.

Are you going to refund my entry fee for a tournament that is not properly advertised and described? Are you going to add some sort of notification in the blind levels that you are splitting the level and having scheduled but unadvertised breaks in those levels and when they occur.

Global does not owe you anything.

You did not understand the break structure and between what levels the Add-on period was, that is on you.

This is not a like a corporate restaurant where complaining will get you a free meal no questions asked.

Pretty much this. To be fair, Global does not have great support. Around here Lyons is solid though.

What should support should have done? They tried to explain it you got angry and you didn't get it. They were as polite as could be considering your tempermental rage.

Do you lack reading comprehension or work for CS at Global or both?

How do you propose that I should have known about the extra break at the hour? Clearly I have not run into it before probably because it was implemented after I last played a MTT. From what I can gather it's been in place only a month or so. It's not listed in the blind structure that clearly identifies the tournament structure.

Clearly I read the blind levels that are posted on say ... oh ****ing wait the blind level tab that describes the tournament. It clearly says there is a break after the six level. Funny it doesn't seem to mention anything about there will be additional breaks on the hour including one right before the add-on break I was expecting.

So again how did I MISS my responsibility here when a simple note in the blind structure would have informed me or actually showing the proper level sequences?

Putting a break in the middle of a blind is ... well not only stupid but in 20+ years of poker both online and in cardrooms well let's just say it's unusual ... as in I've never heard of it before.

But thank you for pointing out my lack of personal accountability for only reading official description of the tournament. Silly of me. Now go answer some more customer service calls.

BTW: If I don't actually get the item described on the menu in a restaurant it's really not unreasonable to ask for my actual dish or at least don't expect me to pay for it.

Great already spotted you as the global fanboy.

They did not try and explain it. In fact they still don't get what happened. Read a little closer or try reading at all. They think I'm mad because I wasn't offered a rebuy and they keep arguing it might be a server lag problem tough luck. This is after I already told them the forum immediately realized what the confusion was and corrected me.

So did you not read any of it? Did you not understand it? Would you like me to explain it to you? What part confused you? Where they repeatedly couldn't figure out what I was complaining about EVEN after I told them it was clear what happened? Repeatedly?

Like I said I'm happy to admit I'm an ass doesn't change the fact that there CS is really bad. Also doesn't change the fact the tournament structure is not properly described in oh say the tournament blind level documentation.

I obviously understand the structure that was published. It's the whole reason I was confused because the stated structure did not match what occurred. Never once did CS try and explain the structure.

It was very clear to anyone who read it that knew about the hourly breaks where my confusion came from. To my knowledge and still can't find described on the site and if I could it still needs to be in the tourney description and needs to be shown in the blind structure. It's not random it's a scheduled break.

You people seem to be missing the point of the post. It's not this incident it's how it was handled. A failure to read any of what I explained to them. Even AFTER I explained I knew what the problem was.

They provided innaccurate and incomplete logs which just made the situation worse.

Was trying to decide what site was worth playing after debating about getting back in online poker since black friday. Clearly this site is not it.

I'm sorry you had a bad experience with CS. We are working on improvements all the time in that area, this is an important area for me to get right, but there is no quick fix. As you can see... it's not just about adding more people, but also equipping them with the ability to handle complex questions.

The CS team are focused on solving problems, and sometimes it takes time to understand these problems. From their perspective the tourney ran as planned, your experience wasn't impaired. That doesn't absolve them from responsibility for helping you understand what's happened, or providing unclear information.

I'll add; synched breaks are a very new feature, so CS haven't built up a knowledge base of cases like this to help answer them faster. Your feedback helps.

I finally got a rep that I believe was the 6th one. He FINALLY understood what we are even talking about. Still he said it was my fault but again can't provide any explanation on how I should have known about the new feature and he denies that any information about the new breaks is necessary. Basically he's saying buyer beware it's not necessary we tell you how it accurately works so no refund.

I guess my question to you is if only 1 out 6 CS reps even understand the 'feature' how do you expect me to having never seen it before.

Yes I do still expect a refund and I expect at some point you will update the blind level descriptions. Currently it obviously shows the first break will happen at the end of an uninterrupted level 6. It does not show there is a break before that.

If not no harm. I'll dump the limited amount of free chips I have or cash out and move on to 'socializing' at another site.

BTW I get it. You added it for multi-tablers. You shouldn't have. It's a very stupid and ruins game play. The least you could do is make it obvious what is going on. 2 back to back breaks 4 minutes apart. Really?

I think hiring people who have played and understand the game should be a basic requirement for being hired. You can hire from all over the world and everyone can work from home. You need a great leader to run that department to make it work. To solve currency issues you can pay them in crypto.

Sorry to hear that. Good luck at the tables, GP will be there if you ever want to come back.

That's certainly one approach. The only challenge is that the vast majority of CS questions are not about the game, so if you limit yourself to only game-experts you limit your pool significantly.