Code Poker: Greatest CS I have ever met

[theblitz]

I had the following hand earlier today.
At first sight it looks like I am an idiot!

** Game ID 729888473 starting - 2006-03-22 15:00:06
** Gallipoli [Hold 'em] (0.25|0.50 No Limit - Cash Game) Real Money

- Button sitting in seat 1 with $36.60 [Dealer]
- SB sitting in seat 2 with $22.10
- BB sitting in seat 3 with $52.20
- UTG sitting in seat 4 with $24.08
- Hero sitting in seat 5 with $64.90
- CO sitting in seat 6 with $74.57

SB posted the small blind - $0.25
BB posted the big blind - $0.50

** Dealing card to Hero: 2[img]/images/graemlins/spade.gif[/img], 2[img]/images/graemlins/heart.gif[/img]

UTG folded
Hero called - $0.50
CO folded
Button called - $0.50
SB called - $0.50
BB checked

** Dealing the flop: 2[img]/images/graemlins/diamond.gif[/img], 10[img]/images/graemlins/spade.gif[/img], Jack[img]/images/graemlins/spade.gif[/img]

SB checked
BB bet - $2.00
Hero raised - $5.00
Button folded
SB folded
BB called - $5.00

** Dealing the turn: J[img]/images/graemlins/diamond.gif[/img]

BB checked
Hero checked

** Dealing the river: 3[img]/images/graemlins/diamond.gif[/img]
BB bet - $12.00
Hero folded

BB mucks:

BB wins $23.40 from the main pot

What actually happened was that the software froze up on the turn and by the time I got back it was too late.

So, I e-mailed support:

[ QUOTE ]
Hi,

Many times your software seems to freeze up for no reason. It is not a problem with my internet connection as other things still work.



I am not the only one to complain as I have chatted about this with many others and they suffer the same problem.



It has cost me some pots from time to time but today was the worst.



See this hand: 729 888 473.

At no point in the HH does it say I am disconnected. It just says I timed out.


[/ QUOTE ]

First I got this reply:

[ QUOTE ]
I see you did in fact time out. Unfortunately this happens when playing online.

You are correct in saying you would have had a winning hand and based on this we are chatting to the poker room owners to see if we can compensate you in some way.



They will reply to you within 6 hours.

Kind regards,

Code Poker Support


[/ QUOTE ]

Then they got back to me again with this e-mail:

[ QUOTE ]
Once again we would like to apologize for the timed out which happened during your play at CodePoker, we will check on the

IT issue as you have given your PC details.



We have analized the hand that you were holding as well as the hand of your opponent BB and we fully agree with you
in that you would have won the pot.
We can also tell you that your opponent would have put himself all-in or at least would have called a likely raise from your side as he was holding JQ.
At the point of the "Time out" you had "Full House" and he had three jacks with a nice Q kicker.

In total you would have won his entire bankroll, i.e. $52.20 as well as $1.25 which came from the other pre-flop callers.

Furthermore, you would never have lost your $5.50. In total, it is an amount of $58.95 that should be on your account.

We have credited this amount to your CodePoker account.

We wish you good at our tables!

Sincerely,

CodePoker


[/ QUOTE ]

I can confirm that they have credited me the amount.
Well done Code Poker - you make CS on other sites look idiots.

[AvivaSimplex]

Wow. It'd be pretty funny if they took the money out of the other guy's account.

[cardcounter0]

What terrible support! In every email they sent you, they failed to remind you not to give your password out to any one.

[PennDisc]

Wow, I could see them awarding you the size of the pot including his bet, but assuming any more action is flat out wrong. So you raise the river, if he's really good he might fold. If not there's a very good chance he just calls your $15 raise or whatever. Or maybe you smell a rat and only call the $12. HE has a disconnect and doesn't call your raise. Whatever. If they're paying you out of pocket, nobody loses (except for the site - terrible business decision) but if they took it out of the guy's account, I'd never play there again. No way I'd feel comfortable that I would not ever be on the other end of somebody disconnecting and the site somehow determining later that I would have lost and taking money from my bankroll to pay the disconnector.

This is "great customer service" in that you got extra money, but they are WAY overstepping their bounds by assuming any further action in the hand beyond the bets on the table.

[theblitz]

LOL

You Party-lover you!

[uncleshady]

[ QUOTE ]
What terrible support! In every email they sent you, they failed to remind you not to give your password out to any one.

[/ QUOTE ]

And not a word about how you can make a quick 50 bucks or whatever by selling your friends out. Jeez.

[theblitz]

As far as I know the money was not taken from his account.
In that case, I can't see why you think it is a terrible business decision.

[May]

I agree they could never take the money out of the other player. First, if the other guy plays on another prima site then they would not have access to his bankroll. Second, the fact that they determined what could have been the outcome on the river would be unsustainable against the other guy.

Regarding business decision, i think it is the first time i read a support e-mail, which actually seems to know anything about poker. Furthermore, businesswise they must be pretty happy that a the person receiving such a treatment is nice enough to let everybody know about it.

[theblitz]

[ QUOTE ]
Regarding business decision, i think it is the first time i read a support e-mail, which actually seems to know anything about poker.

[/ QUOTE ]
Couldn't have put it better myself.

[ QUOTE ]
Furthermore, businesswise they must be pretty happy that a the person receiving such a treatment is nice enough to let everybody know about it.

[/ QUOTE ]
I acutally e-mailed them a link to this thread and they thanked me.

[Kerth]

[ QUOTE ]
We have analized the hand

[/ QUOTE ]