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07-15-2011 , 05:55 AM
Quote:
Originally Posted by SiMor29
This is what they sent me later on:

Dear Simon,

Thank you for contacting Customer Service.

Please be informed that sometimes it is impossible to pause the tournaments when there is an issue going on with our servers.

I can see that you received 35.00 USD from the tournament in question so I believe that the issue is resolved.

In case you have further questions, we will be more than happy to assist you. We are available 24/7 by e-mail and phone.

Thank you for choosing us as your online gaming site.

Best regards,

Veselina G





This was my response:

Hi Veselina,

Thank you for your email.

Unfortunately I don’t share your opinion on this matter. I won $35 in spite of your game servers going down for most of the first hour and a half of the tournament. Your results orientated evaluation does not consider my lost equity in this tournament. If I had finished 31st would your evaluation of the situation be the same? The circumstances do not change, only the outcome. The fact that I was able to chip up and eventually place in the money is due to my own skill(which when you return to the table with 950 chips and blinds at 100/200 with no option to rebuy, let alone add on is minimal, granted) and luck. Party Poker had no hand in this and have not compensated me for my massive loss of equity in this tournament.

The ability to rebuy and addon in a rebuy tournament is crucial. Ending the rebuy period with a healthy stack is essential when trying to win these tournaments. The fact that I was denied this opportunity due to no fault of my own should not be ignored in your evaluation of the situation. I entered the tournament expecting to be able to rebuy for the full hour and then addon at the end of the hour. My play in the opening stages was based around this fact. This was not a freezeout. I am hugely disappointed with the way this is being handled because I felt I had a great chance of winning the $1200 first prize. The fact that I was able to come back and cash shows just how large my edge was over the field. If I was able to rebuy and add on then I would have been in a far healthier position than I found myself in when your servers came back up, and therefore my equity in the tournament would have been far greater than it ended up being.

The stability of your games is second only to the integrity of them. If your customers cannot feel confident in the stability of your game servers then they will vote with their feet. I enjoy playing on Party and generally have had good experiences on your site. If the games cannot be paused when you experience server difficulties then the onus should be on Party to compensate players, not for the players to make do as best they can and hopefully with a bit of luck make a few quid in spite of these problems.

I hope that you may reconsider, or at very least take on board what I have said and pass it on to your management team.

I look forward to your response.

Thanks

Simon
Party's response:

Dear Simon,

Thank you for contacting Customer Service.

I am sorry for the difficulties encountered.

As advised in previous correspondence we have experienced technical difficulties on the 14th of July, however not all games were affected by these. This is why your tournament $5,000 Gtd Rebuy10/0 2301388 has not been paused, neither cancelled. Even though you were disconnected you managed to re-connect after wards and continued playing. I can see that you have went all in hand #10673779332, lost it and thus finished 26th in the tournament and won $35 USD from it.

Since there was no issue with the tournament at our end we can not offer you refund.

In case you have further questions, we will be more than happy to assist you. We are available 24/7 by e-mail and phone.

Thank you for choosing us as your online gaming site.


Best regards,

Abbie

Customer Service


The bolded is just LOLbad.

**** Party, I'm looking elsewhere.
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07-15-2011 , 06:19 AM
If the party rep ever shows up, thanks for nothing:

I’m sorry but that’s just ridiculous. You don’t consider the fact that none of the entrants were able to play for large parts of the tournament to be a problem with the tournament? I was told in previous correspondence that the tournament was not paused because it could not be paused, now you are saying it was unaffected? I fail to see how user connection issues to your game servers can affect some tournaments but not others. What if a user is playing in multiple tournaments? Some are apparently affected but others not, this means absolutely nothing as he can’t connect to your game servers anyway.

I would have been happier if you’d just acknowledged the **** up and apologised, rather than say there was no problem at all!

The 5k guaranteed was affected by the technical difficulties because those participating in it could not connect!

Yes, I managed to reconnect.... after an hour and a half of the tournament, with a stack of 950 chips, blinds at 100/200 and no option to rebuy or addon! Are you trying to tell me I was unaffected by the technical difficulties? Are you saying the same to people who did not cash? If so I feel even more sorry for them. I don’t know if you play poker yourself, but if not ask someone who does whether or not missing out almost the entire rebuy/addon period and reconnecting with an M of 3 is “unaffected”.

“Thank you for choosing us as your online gaming site. “

Not anymore. Your support team either really don’t understand the nature of the game(which is scandalous in itself) or you don’t care about your customers.

Thanks for absolutely missing my point and alienating a player.
[PartyPoker] Ex-Official thread Quote
07-15-2011 , 06:45 AM
the above posts show the party support is clearly lacking.

either that or their management are a bunch of lolcats.

still waiting on a response to my email fwiw.
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07-15-2011 , 08:27 AM
It certainly looks like they started the promo with a rich distribution of good cards! I got some decent cash cities at the start, but lately nothing but $1 or freerolls.

That said, I doubt that it's all or nothing. Remember that simple economics dictates that third column cities must be hundreds if not thousands of times rarer than the others.
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07-15-2011 , 09:14 AM
Also got no column 3 cities so far.
I also didn't play the first 2 days of the promo for what it's worth.....
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07-15-2011 , 09:40 AM
Anyone got London or Paris in column 1 after day two?
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07-15-2011 , 10:19 AM
1/2 a mirrion bbj

#mbn
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07-15-2011 , 11:16 AM
Quote:
Originally Posted by ChasingAces
Also got no column 3 cities so far.
I also didn't play the first 2 days of the promo for what it's worth.....
same, only have

Dont have a boatload of cities, but should have something for 221 of the ****in things

Quote:
Originally Posted by MrFroggyX
Anyone got London or Paris in column 1 after day two?
Nope, also missing Ottowa and Berlin
[PartyPoker] Ex-Official thread Quote
07-15-2011 , 11:21 AM
Quote:
Originally Posted by Tryst_
1/2 a mirrion bbj

#mbn
so sick, i'd just logged in to play and saw it come up in the lobby, wow i want to win this thingy!!
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07-15-2011 , 12:32 PM
would've been LOL if it got hit while half the players were sat out during the problems
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07-15-2011 , 12:34 PM
This is what I just got after Wednesday's disconnection problems:

Quote:
Dear Elvis,

Thank you for contacting Customer Service.

I have checked your account and can see that you have played in the $15,000 Gtd100/0 2301306. The tournament was not affected by technical difficulties, hence was not cancelled.

In case you have further questions, we will be more than happy to assist you. We are available 24/7 by e-mail and phone.

Thank you for choosing us as your online gaming site.


Best regards,

Abbie
Blame anything but don't say that there were no technical difficulties...
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07-15-2011 , 01:23 PM
I like this 24/7 email support that doesn't answer for almost 24 hours, and i'm not asking them "why is rake 6% and it's not 5%", or "how do i change card color"...i'm asking them to unblock my f-ing account
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07-15-2011 , 01:26 PM
I don't really care what they reply. I'll just keep writing untill they're fed up with me. At some point it's gotta be cheaper to pay me than pay for an infinite amount of hours of customer service.
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07-15-2011 , 02:02 PM
If leave Party idle for a while, I lose connection and must click ok to reestablish it. Is this normal? Bit of a pain.
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07-15-2011 , 02:09 PM
that's ridiculous...their support is probably the worst on the market! i have no idea why they keep ignoring me...i just need my account unlocked and my password recovered to me somehow as i forgot it...and they do not respond me...FOR 2 WEEKS... cmon! this cant be real - one of the leading gambling companies?! **** really?
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07-15-2011 , 02:22 PM
Quote:
Originally Posted by Bgrind09
If leave Party idle for a while, I lose connection and must click ok to reestablish it. Is this normal? Bit of a pain.
It's a new 'feature' they put in a while ago... really annoying.
[PartyPoker] Ex-Official thread Quote
07-15-2011 , 02:31 PM
Got a proper response today and they are looking into it.

Took them two days to realize what a frigging mess they got themselves in with this server/software problem.

gr N
[PartyPoker] Ex-Official thread Quote
07-15-2011 , 02:43 PM
Quote:
Originally Posted by Bgrind09
If leave Party idle for a while, I lose connection and must click ok to reestablish it. Is this normal? Bit of a pain.
This thing is EXTREMELY annoying. You cant bring other things in front of it, and you have to click it every 15 or 20 fkn minutes. I hate it.
[PartyPoker] Ex-Official thread Quote
07-15-2011 , 05:29 PM
So, i think most sites have to choose between simply cancelling and offering a refund of entry fees, cancelling and offering winnings based on chipstack size at the time of the problem and not cancelling at all but let the players reconnect and play. Which do you guys think it should be or should it be something else?
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07-15-2011 , 05:57 PM
Cancel, ICM payouts. Seems easy.
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07-15-2011 , 07:26 PM
Quote:
Originally Posted by jukofyork
Is anybody getting any column 3 at all now? Is there even one person who's got a column 3 city since the first 2 days?

Juk
Maybe all column 3 cities were awarded during the first 2 days and there simply are not any left.
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07-15-2011 , 08:50 PM
Quote:
Originally Posted by endo
So, i think most sites have to choose between simply cancelling and offering a refund of entry fees, cancelling and offering winnings based on chipstack size at the time of the problem and not cancelling at all but let the players reconnect and play. Which do you guys think it should be or should it be something else?
If a tourney ends suddenly due to a bug, I think the Party system is about the best possible. Large and small stacks are slightly favoured compared to average stacks, but it is still reasonably close to mathematically fair, and unlike ICM it is very easy for everyone to understand.

(Party system: half the remaining money is split evenly between everyone who still has a seat, and the other half is divided proportional to chipstack. You can see it's not a million miles away from ICM.)

If some players can play in the tourney and some not, you have a real problem and I don't see any obvious solution.
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07-15-2011 , 10:03 PM
is it normal to wait more than 24h for an answer from customer support, especially if it's about pretty serious issue
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07-15-2011 , 10:27 PM
FWIW, re: Tourneys not effected, stop being ******s party!
http://forumserver.twoplustwo.com/54...-mtts-1067552/
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07-15-2011 , 10:41 PM
Quote:
Originally Posted by vlada_
is it normal to wait more than 24h for an answer from customer support, especially if it's about pretty serious issue
you've been told to call their toll free number, haven't you?
I hope the fact you haven't done it already isn't because of not using your own account or sth
just saying
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