Does the "Party Customer Care" really cares...

[Tschouggen]

...about their customers ?

First the correspondence:


Mail Nr 1

Hello,

i won a WSOP - Step 1 - Tournament and have now a free entry into a WSOP - Step 2 Tournament worth $50+5. Can i use this free entry for an other, regular $50+5 tournament, because i´m not able to take part of the WSOP ?

What happens with this $50+5 - Token when i don´t use it until the WSOP starts ? Will the $50+5 refunded to my account ?


Best Regards
xxx


Answer to Mail Nr 1:

Dear XXX,

Thank you for contacting us.

All the freeroll entries at PartyPoker.com cannot be encashed nor can be transferred to some other tournament and any other account. Therefore, we request you to use your freeroll to WSOP Step 2 tournament. These tournaments are available 24/7 on PartyPoker.com lobby.

We suggest you to use your freeroll as early as possible. since if you have a freeroll available in your account for a long time it might expire.

XXX
PartyPoker Customer Care



Mail Nr 2:

Hello,

as I wrote yesterday, i won a WSOP - Step 1 - Tournament and have now a free entry into a WSOP - Step 2 Tournament worth $50+5. Now knowing, that I m not able to take part of the WSOP it make no sense for me to try to win a WSOP - Package. So I want use this $50+5 - Token for an regular $50+5 Multi-Table-Tournament. You write back, that this token can not be transferred to some other tournament and the token will be expire when I do not use it for a WSOP - Step 2 -Tournament.

I understand that the Party Software has not the standard feature to transfer Tokens to other tournaments. So I hope the "PartyPoker Customer Care" will care about me and can help me to get a manual Token - Transfer. I think for PartyPoker.com it makes no difference whether i use my $50+5 Token for a $50+5 WSOP Step2 - Tournament or a $50+5 regular Multi - Table - Tournament. Also i can image that there is not so many time and efforts necessary to register me to a tournament and delete my token. It would be nice PartyPoker shows a little bit of flexibility and makes an exceptional one-time-in-a-customer-life manual Token Transfer. My Accountname is "Tschouggen" and it would be awesome when you can use my $50+5 token for register me for the $50+5 regular MTT today (7. July 2006) at 2.00pm ET. Is there any chance the Party Poker Customer Care can make this possible for me ?

Thank you for your efforts in advance. Hoping for a affirmative reply

With kind regards
XXX


Answer to Mail Nr 2:

Dear XXX,

The WSOP step tournament is an automated procedure. Players winning WSOP step 1 is automatically registered to WSOP step 2. Thus, we do not have a manual option to register you for an alternative tournament for the same value.

However, I would suggest you to play WSOP step 2 and if you win, we will try to give the best we can offer. At this point, I cannot promise you anything. Therefore, please play the tournament and if you win, get back to us.

XXX
PartyPoker Customer Care




Now my Questions:
* Do you really believe there is no chance for PartyPoker.com to register me for an alternative tournament ?

* It is OK that the Token will be expire when you do not use for a long time ?

* I pay for the entry of Step 1 and now partypoker can retain my prize if i do not use it "for a long time" ?

* Whats happen when i reach the Step 5 on the last day before the WSOP starts and there are no other player willing to play Step 5 ? Personal misfortune ?

After my very good experiences with the PokerStars-Support i thougt it will be no problem to transfer the token (manually) for a regular tournament at partypoker. The PokerStars support do everything for their customers and really cares about them. Partypoker could learn a lesson from them.

For me, the term "Party Poker Customer Care" is a shame for the PartyPoker Support. Stolidness and inflexible.

Or do you think i am on the wrong track, and the behavior of the PartyPoker support is OK ?

Any opinions ?

Greetz

Tschouggen


P.S.: Sorry for the long post

[Gotmilk]

[ QUOTE ]

Now my Questions:
* Do you really believe there is no chance for PartyPoker.com to register me for an alternative tournament ?


[/ QUOTE ]
There is no chance they will unregister you and let you play another tournament.
[ QUOTE ]

* It is OK that the Token will be expire when you do not use for a long time ?

[/ QUOTE ] [ QUOTE ]

In my experience, I had tokens that I forgot about expire and about a month after the event I received cash refunds. They were were Aussie Millions steps which were really hit or miss on finding one that was about to go. I believe I also had a WSOP step or two last year that I got small refunds for after the fact (without asking).

* I pay for the entry of Step 1 and now partypoker can retain my prize if i do not use it "for a long time" ?


[/ QUOTE ]
Yes, it's in the T&Cs of the Step tournaments. In my experience I was always refunded eventually, but don't know if that is everyone's experience.

[ QUOTE ]

* Whats happen when i reach the Step 5 on the last day before the WSOP starts and there are no other player willing to play Step 5 ? Personal misfortune ?

[/ QUOTE ]

If you get a Step 5, and a Step 5 never runs, you have a real gripe and should expect a prompt refund by the time the Step period ends.

[ QUOTE ]
Or do you think i am on the wrong track, and the behavior of the PartyPoker support is OK ?

[/ QUOTE ]

Party is acting within the limits of the T&Cs they set forth. In the casino and customer service industry the T&Cs are minimum guidelines to help protect the house and the players. Good service people would go out of their way to make good customers happy, even if it's not strict adherence to their setforth T&Cs. In other words, they are huge goons.

[ryanghall]

It's real easy. Don't play there.

I'm probably going to end up with an unused step there (I should note that I do 99.99% of my playing at Stars). If they don't refund me whatever I'm owed, I will NEVER play at Party again.

Ryan

[ilovebadbeats]

Didn't really read your post, but your title:

Does the "Party Customer Care" Team really CARE?

...Is awesome.

I have to say yes, and no.

No, they don't care about you at all in the sense that most people would consider "caring."

But they do "care" about making money. And you, as a player, are a complicated
part of the equation about how they go about making money, that's all.

I wish a poker site did care for its customers just for the sake of caring, but I don't think that site exists!
Maybe Lee Jones might give you a "hug" and an autograph or something if you saw him at a live tournament, but that's about as far
as
I think it would go...lol