[MicroBob]

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apologized profusely for the delay in publicly addressing the situation and promised to work harder next time to avoid such things from happening again,


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Yup.
This is pretty much what FTP was doing at the end of that ordeal with the EricStone guy (or whatever his name was).
And, in that case, most people were pretty sure that the guy was full of it anyway and that FTP had probably taken the correct action (except for taking too long to do it and not listening to the guy).

treating your customers with some amount of respect on these forums as I believe FT, PS and WSEX reps ROUTINELY do does indeed win fans.


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he should have been more professional and at least pretended to be contrite.

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I agree.

More along the lines of, "We understand that many of you have lost faith in us over our terrible mishandling of this incident.
You voluntarily put your money onto our site and you trust that when you see a tournament that says $19k it actually is going to pay out $19k.
You also trust that when you win the tourney and that money is paid into your account that it is there to stay and won't be yanked-out.
These are completely reasonable expectations of course. But we somehow messed up these very basic aspects of why one should put their trust in a room.

We have learned a lot from our mistakes here and from the feedback we have received about it.
We have admittedly taken a bad publicity hit here but we are determined to make things right. And perhaps our efforts will be good to earning your business and loyalty again in the future."


Anything like this of a "suck-up to the customers because we REALLY screwed-up" type attitude would have been far more appropriate imo.

Instead of the attitude of, "You guys all hate on us and you didn't even know what you were talking about."