My interaction with UB "customer support"

[KSOT]

I created an account at UB a few months ago and have played about 500 hands of PLO there spread out over a lot of sessions because I table hop and site hop constantly. During some of these sessions I noticed that PAHUD wasn't automatically updating the hand history box for some reason. I figured it had probably happened in other sessions and I didn't even notice it so I should contact support and request all of my histories. The following have been our interactions since then. Each reply takes them at least a week.


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Hi can you please send me all of my Pot Limit Omaha hand histories since I created this account?

Thank you!

xxxxxx

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support@ultimatebet.com wrote:
Dear Mr. xxxxxx,

Thank you for contacting us.

Please accept our most sincere apologies for the delay in our response,
it is our number one priority to always ensure you a quick assistance;
however, we have lately experienced a very high volume of incoming
emails. This has affected our ability to assist all of our players with a
faster assistance.

If you want to review the hand history for an event you are playing,
you can go to the "Get hand history" button located at the lower right
corner of the screen. The hand history will be displayed in a pop up
window.

You can also check previous hands by changing the hand number at the
white box located at the left bottom of the pop up box. Attached you will
find a screenshot to better illustrate the procedure.

If you need us to retrieve hand histories from previous events, it will
be our pleasure to assist you. However, take into consideration that
since this information has to be manually retrieved, we send a maximum
of 500 hands per e-mail request.

Attached you will find a copy of your transaction history so you can
provide us with the exact tournament ID or table number of the game in
question. We will appreciate if you also let us know in which format you
prefer to receive your hand histories (excel or text format).

Do not hesitate to contact us if you require further assistance or
additional information.

Best regards,

Evelin
Ultimate Bet ~ Customer Support
'The Ultimate Poker Experience'
Support@UltimateBet.Com

They sent me a billion page history including all of my BJ tournaments and Ro Sham Bo (there have been LOTS of each)

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Is there any way you can filter the blackjack tournaments and RoShamBo out of that list? It would be about 20 times shorter with just my poker history.

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support@ultimatebet.com wrote:
Dear Mr. xxxxxx,

Thank you for your kind reply.

We have eliminated your BJ transaction from the records.

Now you can conveniently review the Transaction Table, and find the
tables or poker tournaments you interested the have the hand histories.

Do not hesitate to contact us if you require further assistance or
additional information.

Best regards,

Thomas
Ultimate Bet ~ Customer Support
'The Ultimate Poker Experience'
Support@UltimateBet.Com

The new list was the same one except it had large gaps everywhere the BJ tournaments had been. Almost as if they had manually searched for and deleted all of the BJ lines.

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Ok, here are the 22 sessions I need. Please send them to me in plain .txt format because I want to import them to pokertracker. Sorry for the inconvenience, I will try to save them better myself from now on.

-list of sessions-
...
...
...

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Dear Mr. xxxxxx,

Thank you for your kind reply.

As we processing these request manually, we are able to send you up to
500 hands per request up to 5 tables at the time.

At this time we send you the history of the first 5 tables on the list,
kindly note you need to send a request for every 5 tables.

We apologize for the inconvenience, but as we are overwhelmed with
other support related issues, we have to stay within these limits.

Please find attached the histories in a text file as you requested.

Do not hesitate to contact us if you require further assistance or
additional information.

Best regards,

Thomas
Ultimate Bet ~ Customer Support
'The Ultimate Poker Experience'
Support@UltimateBet.Com

They sent me gibberish that can't be imported into pokertracker. The whole thing is riddled with time stamps.

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So now I have to email them 5 more times and wait more 5 weeks to finally get under 500 hand histories? I'm about to reply now asking if they can send them in their original form, but I'm not hopeful.

How budget can a poker site be that they can't automatically request hand histories or easily filter them? How are they ever supposed to check for collusion or anything like that?

[kdog]

[ QUOTE ]
So now I have to email them 5 more times and wait more 5 weeks to finally get under 500 hand histories? I'm about to reply now asking if they can send them in their original form, but I'm not hopeful.



[/ QUOTE ]

I would be very surprised if you got this done with only 5 more emails. 50 might be closer to it. UB support is a complete joke, the worst and slowest I have encountered anywhere and from the posts I've read lately it doesn't look like there's been any improvement since Absolute purchased them.

[Computerb]

Why not just parse the original list they sent you?

[KSOT]

I wouldn't know how to parse anything.

I sent them a reply asking them to resend the hand histories with no time stamps and when they do I see that they've sent me 3 PLO sessions and 2 tripledraw sessions which were clearly not included in my request...

So I sent them 4 new requests for 5 sessions each and they completely ignored them. Weeks later I decided to try it one at a time. This was my first email.

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Hi could you please send me all of my hand histories from the following 5 sessions in .txt format WITH NO TIME STAMPS!

Customer #2538396 sits down at table 45627041 (St Charles) with
2007-AUG-22 07:06:49 PM game server

Customer #2538396 sits down at table 45623735 (Zibo) with $100
2007-AUG-23 04:05:02 PM game server

Customer #2538396 sits down at table 45623746 (Sviten) with
2007-AUG-23 04:05:28 PM game server

Customer #2538396 sits down at table 45623516 (Grayson) with
2007-AUG-23 04:05:45 PM game server

Customer #2538396 sits down at table 45640216 (Hudson) with $50
2007-AUG-25 12:27:10 AM game server


Thank you very much,

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This time they got the sessions right, but they STILL sent me those [censored] time stamps!!! Here is my reply.

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What is it about "NO TIME STAMPS" that you guys can't seem to understand? Every time I make a request I say it and you still send them to me with time stamps. Such a pain in the ass. Please resend them WITHOUT TIME STAMPS!!!

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...and their most unbelievable reply to date!

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Dear Valued Customer,

Thank you for contacting us.

Please provide a more detailed explanation of the issue in question since your email is a bit unclear.

We have forwarded you with the hand history you requested
and they are in text format.

We strongly advise you to refrain from using abusive language towards our support team as this kind of behavior might result in your account being suspended.

For more information on our code of conduct, please visit the following link:

http://www.ultimatebet.com/poker-room

Do not hesitate to contact us if you require further assistance or additional information.

Best regards,

Ed

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LOL a threat! What the [censored] was so hard to understand??????? Here is the reply I just sent back to these miserable incompetent [censored].

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If you think saying you'll close my account is a threat, you've got another thing coming. I couldn't care less what your pathetic site does with my account, there are far better places to play where if you make a simple hand history request they'll listen without all this hassle.

I asked you for hand histories in txt format WITH NO TIME STAMPS.

with no TIME STAMPS
-----------------------

NO - TIME - STAMPS!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

What was unclear about my last email? Or my first one? I don't get it.

NO TIME STAMPS PLEASE!!!





This should all go in BBV prob...

[kozip]

this should go to anger-management prob...

[PoorTom]

i've had a similarly amusing experience...

i deposited ages ago for some 'VIP bonus' that included tournament entry tickets to the big sunday tourney. I wanted to play that tournament a couple weeks ago, so sent emailed them about a week in advance of the tournament. No response. Two more emails, no response. Tournament comes and goes.

[censored] these clowns thinks me, so I withdraw everything in my account. No response for a week, until some random message in the cashier appears saying i need to play more hands to withdraw, which is rubbish. So I reqest a withdrawal again, and it's processed the same day and appears in Neteller. Lol. Sweet.

Then the next day i receive my first acknowledgement email about my tournament ticket request (two weeks since i sent it), saying my email will be referred to the appropriate support person. lol. gee, thanks UB support, you rock. at least i got my money out.

[DeuceSeven]

UB has customer support?

[KSOT]

Yes, although I think it's just a monkey sitting in a cage typing keys at random.