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#1
02-19-2007, 02:23 PM
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PKR nightmare
I feel kind of dirty admitting that i play there, but it's so soft i just can't stop myself.
Anyway, they have a $10k gtd tournament on a saturday evening - $50 buy-in - standard is terrible. I was doing well on saturday - 3rd place with about 20 left - when the tournament crashed - amessage came up that the prize money would be split between the remaining players based on chip counts. Fair enough i thought. Sunday evening - no money has arrived, so i get in touch - they say that they're still 'calculating', and will send an e-mail with full details when they work it out. Monday morning - no money, no e-mail Monday evening - still no e-mail so i get in touch again. Here is a transcript of the chat session. I'm not trying to put you off playing there - i just think you might find it funny : All Support Representatives are currently assisting others. Thanks for your patience. An operator will be with you shortly. Hello! You are now chatting with 'Sam' Your Issue ID for this chat is LTK9103396853X dave: i played in the $100k gtd tournament on saturday evening and had over 30,000 chips when your system broke down. When will i receive my compensation (over $500 iexpect) Sam: Hello Dave Sam: Welcome to PKR, how can I help you? dave: i played in the $100k gtd tournament on saturday evening and had over 30,000 chips when your system broke down. When will i receive my compensation (over $500 iexpect) Sam: One moment please..... Sam: One moment please..... Sam: Please accept our sincere apologies for the inconvenience incurred by this issue. Please be advised that players who were disconnected from real money games, will be contacted via email by our Card Room Manager soon, with further information on this matter. Until then, we are in the process of compiling a list of those players that were affected. Sam: Sam: Just to remind you we are continuously working on improving the software and hardware to ensure that such issues do not repeat themselves. Sam: We appreciate your support and patience with PKR and hope that you are still able to enjoy our 3D poker experience. Sam: Sam: Kind Regards dave: there were about 20 players left - i don't see what's so difficult Sam: we are still looking into this dave: you say you're compiling a list.... Sam: yes Sam: but this has to be done manually Sam: and is still being done dave: i wish i'd taken a screenshot of the leaderboard when it crashed - i could have done it for u in seconds dave: i still don't see what's so difficult Sam: One moment please..... Sam: but you have been credited for that tourney Sam: One moment please..... dave: oh yeah - sorry dave: i hadn't received the e-mail - so i presumed it hadn't been sorted Sam: no it has dave: it's not as much as i was expecting Sam: IU am sorry dave: i was told the e-mail will contain full details of chip-counts and payouts - is this true? Sam: Did you not get one dave: no dave: i do get all your promotional e-mails Sam: i see Sam: please check you junk email dave: it's not there Sam: i see Sam: One moment please..... dave: did you send it? Sam: That email is still going out you will get one soon dave: i was told the e-mail will contain full details of chip-counts and payouts - is this true? Sam: yes dave: that's good Sam: Is there anything else I can help you with? dave: how long will it take to arrive? Sam: it should be out within 24 hours dave: funny - that's exactly what i was told 24hrs ago Sam: sorry about that Sam: but it shoudl be through soon Sam: our main priorty was making sure the money went out Sam: One moment please..... Sam: Yes they email will go out soon dave: really? Sam: yes dave: again - i'm wondering what's so difficult and why you can't send me the information now Sam: the information will all be sent out together dave: that's good dave: are you doing it now? Sam: yes we are busy getting them sent out dave: well i won't keep you any longer then Sam: ok then thank you Sam: One moment please..... Sam: Ok then Sam: thank you Sam: Is there anything else I can help you with? dave: no - just the details of payouts for that tournament Sam: ok they will get to you soon dave: really? Sam: yes dave: thats good Sam: ok then Sam: goodbye dave: bye Chat session has been terminated by the site operator 
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#2
02-20-2007, 08:02 PM
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Re: PKR nightmare
thought you might be interested in the next stage of events - i don't think this one's so funny, but you might like it
just to clarify - the nightmare referred to in the title of this thread refers to the tournament crashing, rather than their subsequent 'customer service' - which is actually quite entertaining. Hello! You are now chatting with 'Andrew' Your Issue ID for this chat is LTK9103453930X Andrew: Welcome to PKR, how can I help you? dave: i played in the $10k gtd on saturday when your system crashed - i had 30,000 chips at the time. You have placed a cash sum in my account as compensation but it was less than i was expecting. please can you give me an explanation of how it was worked out and provide me with full details of chip counts and payouts Andrew: I cannot provide you with full details of chip counts and payouts. dave: why not? Andrew: However the general way we work out Tournament compensation is to split half the prize pot evenly amongst the remaining players, the other half is distributed depending on the chip size . dave: that's interesting dave: i would say that would be over generous to the very short stacks, at the expense of the big stacks such as myself Andrew: If we biased the chip stacks anymore then we'd get more complaints from the shorter stacks who claimed they still had every chance to win. dave: every chance? Andrew: Well, they could have gone on to be first place. dave: it's good to talk to someone who appears to know what they're talking about dave: but i still don't think it's the fairest way dave: is it industry standard do you kknow? Andrew: I believe it's the decision of our Cardroom Manager. Andrew: It may be a common technique, but the decision is also purely at the discretion of the Cardroom Manager and in all cases, final. dave: i understand dave: on the other occasions that i have done this live chat thing with a pkr representative they have promised me an email with details of payouts dave: in relation to this issue Andrew: I don't believe we can divulge details of compensation payments. Andrew: Only Tournament Winnings. dave: you publish the payouts when the tournament completes - what's the difference? dave: is it because you're keeping a cut of the prize pool? Andrew: No, it's because as a payout that's decided after the tournament people may not want the information made public. Andrew: I'm not entirely sure on this however, so I'll make the request anyway and see if we can give you the payouts. dave: thank you Andrew: No problem. Andrew: Is there anything else I can help you with? dave: no - just the details of the chip counts and payouts Andrew: Ok, I'll make the request. dave: what is he saying? Andrew: He's not working at the moment, it's only Customer Services that work 24/7 Andrew: You'll have to wait for Office Hours Tomorrow. dave: oh dave: what are your office hours Andrew: If you start a Live Chat then you'll get an instant response. Else you can wait for a reply e-mail. Andrew: 10am-6pm. Andrew: ish. dave: it will be difficult for me to contact you between 10am-6pm - how long will i have to wait for the reply e-mail? Andrew: No longer than 48 hours. dave: lol dave: it's going up Andrew: We're growing quickly! Andrew: Faster than we ever expected to be honest! dave: i was told 24 hours on sunday evening Andrew: Ah, maybe I'm just being more conservative with my judgement. dave: i was told 24 hours on monday evening Andrew: Have you already made the request? dave: oh yes Andrew: Because two working days is enough for most enquiries to be returned. dave: i would have thought so Andrew: Indeed, this is why it would be preferable to contact us in the morning, if possible. dave: this is not what i'd expect from a comapny that is hoping to maintain it's rapid growth dave: do yout office hours include weekends? Andrew: No, sorry. Andrew: I will send a personal e-mail to ensure your request is dealt with tomorrow. dave: thank you Andrew: No problem.
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#3
02-20-2007, 08:03 PM
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Re: PKR nightmare
ban
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Linear Mode
