Code Poker: Greatest CS I have ever met

[Josh.]

i was hoping they were going to tell you that they took the money out of that guy's account. that would've been hilarious

[PennDisc]

If it were my business, I would not want to set ANY precedent where I pay customers out of my pocket for actions that MAY have occurred after an incident like this. That will just lead to either fraud by other customers, or really sticky situations in big NL (or even limit) games. Or, this can lead to big arguments between the customer and CS over what the outcome of the hand would have been.

Suppose a week from now the same exact hand, and same exact situation come up with another player. He emails CS, but this CS rep says, well there's a possible flush on the board, and your raise might not have been called.

Basically, anything where the decisions are made based on some subjective assessment by a representative or the site itself is inviting trouble. And in a bigger game, it could mean paying or not paying out WAY more money in retribution than the table is bringing in for rake. It's bad business because the customers won't be happy when you rule against them later, and ruling for them in bigger games means you're paying out substantial amounts when you aren't bringing in that money. Plus, it then invites possible fraud.

[TimWillTell]

To me this 60 bucks spent by this site resulting in this thread...
Good management can get you a long way. Me thinks this site has potential!

[PennDisc]

The point isn't the 60 bucks spent now, it's the headaches you get when everyone wants to be paid back when either they disconnect, or the site has an error. They have to make judgments on what would have happened in the hand every time, which aren't always going to be a clear decision or favor the person posting here. It's a recipe for disaster. Or they could pay everyone the entire stack of their opponent and go bankrupt.

I'm not pissed off of anything that they gave theblitz the money, it's great for him. But it is not a good business decision on their part because of the can of worms it opens for the future.

[Seether]

It is their can of worms though. I dont believe all the criticism of the site when it does not negatively effect the players. They decided to eat a small loss for CS sake, *gasp* they care about making customers happy when their product was buggy. Stop bashing their business decisions which they are free to make themselves

[TimWillTell]

This reasening of yours I can quite follow, I am sure the site has thought of this to, I know I have.
But Code Poker is not the only one who thinks the way they do.
At Everest Poker about a hundred players got hacked into their account losing their entire stack. This was due to the fact that they foolishley became victims of a Phishing-scam, trying to get a bonus, giving their loginginformation to a site of wich they thought it was Everest Poker. In no way was Everest to blame jet they paid every victim the money that they claimed was lost.
No 60 dollars but in fact K's of dollars.
What you think of that?

[theblitz]

Just for the sake of the slightly jealous ones: I then lost all the money and more on 2 big hands:

Flopped trip A with K kicker. Slowplayed it and guy hit 6 on turn with pocket 6s.

Flopped set of K. Ended up all-in on the flop against a flush draw and lost.

-$65 in a couple of hands.

-$80 including the other table.

Take into account the end-of-month 50% on winnings and that cost me about $120.

"The Poker Gods giveth and the Poker Gods taketh away. Blessed be the name of the Poker Gods"

[OldLearner]

Yes, you hate to see a business actually use intelligence when making a decision.

They surmised that it was extremely likely that the opponent would call his stack. And they paid out accordingly.

They made the best and fairest decision and you don't like it?

You wouldn't be a Party Support Supervisor would you?

"I told you Baboo...reply with the form letter until he goes away. If that doesn't work, offer him the Accelerator Bonus...."

[smartalecc5]

I don't get all the criticism within this post. Support helped a fellow poker play in need, for once!, and we're saying that's not what they should have done.

So lets review....

Option A) Poker support does nothing and forum gets mad

Option B) Poker support compensates (plus a little more) and forum thinks this was the wrong move on part of the company.


IMHO, this was great to see by code poker. Are you guys just jealous the OP got HIS money back when he timed out, and you didn't on your website??

[PennDisc]

For the record, I'm the only one that says it's a bad business decision so the people that are saying "you jealous guys" or whatever can feel free to just direct that at me. I'm not jealous of OP but you can take that for what you will.

Anyway this is my take on the issue: Customer service was great in responding and refunding the player. I'm glad they made a decision that benefitted the player here (unless they were to take money from the other player in question). The tone of my first post probably made it seem like I was pissed at someone which would be the case only if they took money from the opposing player.

From a business perspective I feel that they put themselves in a bad position when they leave something up to a subjective decision. There certainly isn't a 100% chance (sure it's significant here but not definite) that OP would have taken the opposing player's stack (possible flush, boat, whatever). Next time, when someone posts on here, and does not get paid the opposing player's stack because of some subjective factor, everyone will be up in arms and say how their customer service make random decisions. They are much better off coming up with a straightforward objective policy for these situations. Yes it's theirs to make, and my opinion is that they made a bad one in establishing a precedent where they have to predict people's play based on the cards they held. I believe that it will cause more trouble than it will help, despite the fact that OP got a great result in this case.