Stars Support abysmal for EPT packages!

[tfnc314]

It has been over 4 days since I won a seat via Stars for the EPT Monte Carlo event, and still no acknowledgement from Stars! I have sent multiple emails asking for the details and what to do next, getting back only vague replies saying that my question will be forwarded on.

These replies are nice in tone, I concede, such as:

------

Hello Collin,

Thank you for writing.

Notice that the event is on 03/28/2007. Please allow a few days more for
the email to be sent to you.

Your patience is appreciated.

Regards,

Jessica

PokerStars Support Team

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Fair enough, but I at least want to know any restrictions on travel dates for my schedule and to get my airfare deal. So I reply:

------

Alright, but I have a great limited-time airfare deal I want to act on, so I do need immediate info on flight booking.

Is there anything I should know (restrictions/guidelines/suggestions etc.) when booking airfare for me and my guest? Any flight that has us arriving 3/27 and leaving 4/2 (both via the Nice airport) conforms with the Stars package, correct?

And when will the full email with all the details be ready?

Sorry to flood you guys with emails, but when it comes to flight booking, I really do need this info IMMEDIATELY.

Thanks,
Collin
tfnc314

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To which I get another vague email telling me to wait even longer! I have a very high MGR and yet these people cannot even confirm flight details days after the seat was won?

In previous interactions, I have been called a play money player, and was denied a Stars-sanctioned chop heads-up at a final table. I miss Party support...

Suggestions?

[augie_]

what exactly do you want from them? you know which day the tournament is on. so show up a day before and leave the day after.

[MicroBob]

augie - this is true.
But why can't they tell him that?

[tfnc314]

Right, I agree, it should be obvious.

I just want to make sure, before shelling out $$$ for two round-trip international tickets, that there aren't any restrictions or unknowns as part of the Stars package. Since I have a great airfare deal lined up now, I don't think it's too much to ask Stars for an immediate response to so simple a query....

[augie_]

don't wait around for stars support. they will just tell you to show up a couple of days early and leave the day after. the hotel package will accomodate for this. you might get charged for an extra night or two if you come a little early. no big deal. in conclusion, show up whenever you want.

[Instyle007]

You must be kidding right? Sure, just go to some place in Europe you’ve never been and show up not knowing anything about the itinerary or hotel or anything. Come on now.

I have to say although I hate stars, I'm really surprised on the level of service given as most people seem to brag about how good they are.

Stars should absolutely be faster with getting you the information. It's not like the planning for all of this wasn't done well in advance.

If I were you I'd continue writing in, and if you don't get what it is you're after, ask to speak to a supervisor.

That should get their rears in gear.

Good luck with getting the information and for your EPT event!

[Sciolist]

The mail was automatically sent a few minutes after you won the seat - it's likely that your email account decided to block it as spam (we get that a lot).

That said, support should just forward the mails to the EPT department (i.e, me), rather than being answered by others, so I'm going to request everyone is reminded about this so it doesn't happen again.

Sorry about that. I take it you've already received a reply from me about this? I had one of those today. If you haven't, please mail ept@pokerstars.com directly.

[mwgr5]

[ QUOTE ]
The mail was automatically sent a few minutes after you won the seat - it's likely that your email account decided to block it as spam (we get that a lot).

That said, support should just forward the mails to the EPT department (i.e, me), rather than being answered by others, so I'm going to request everyone is reminded about this so it doesn't happen again.

Sorry about that. I take it you've already received a reply from me about this? I had one of those today. If you haven't, please mail ept@pokerstars.com directly.

[/ QUOTE ]

Stars support comes through again. Party support would have never been this helpful.

[augie_]

[ QUOTE ]
You must be kidding right? Sure, just go to some place in Europe you’ve never been and show up not knowing anything about the itinerary or hotel or anything. Come on now.

[/ QUOTE ]

Right. Because all of the international travelers of the world can't do it without pokerstars support to help them.

[MicroBob]

there's a very real risk that if he shows up before he's supposed to that there wouldn't be a room for him. He has no idea how it works.

If there's not room for him at the casino hotel and he would have to get a room for one night somewhere else then he probably would want a different flight.

Since he doesn't know when he's supposed to show up he thought it would be prudent to make sure with Stars and find out the specific dates that he has the room there in the package that he won from them.

It's such a simple question. there's no way it should take very long to answer.
And there's no freaking way he should book the flight until he knows.

Booking that flight ahead of time only to find out later would really suck, "sorry. You arrive on the 18th. And your accomodations with us do not begin until the 20th. There is nothing we can do. In the future, please don't book the flight so far in advance. You should wait to hear back from us to know exactly what dates we have reserved for you."


It also looks like there was miscommunication in the Stars ranks.
One guy kept telling him to be patient and to wait.
Whereas another guy had already sent the info.

If they had gotten together they would know that he wasn't receiving it in the first place...not to keep telling him to 'just wait...it's on the way.'