troublesome pokerstar customer service

[ycjason]

I was bored and was browsing pocketfives.com and saw the following post
pokerstar fcked me

first of all, I am a royal pokerstar player who pays thousands in rake every month, and sometimes 10s of thousands. I choose to play at pokerstar over ftp mainly because I thought this kind of things do not happen at pokerstar. Even though this matter does not affect me at all, I find that the way they handled it was terrible.

cliff note of from OP's post:
- I played 3 sngs on stars for first time in a year
- They revoke my playing privileges for 5 minutes
- I miss important hands in a TURBO sit n go
- They won't do anything to reimburse me for their wrong

stars response:
Hello Ryan,

Thank you for your email.

When reviewing a refund request, we do not consider how many hands a
player has missed. It is much more important to analyse how many chips a
player loses in relation to the blinds at the time of disconnection.

You lost 30 chips in one event when the blinds were at 10/20. This still
left you with 73.5 big blinds and plenty of time to play out the
tournament as you would normally.

If we can be of further assistance, please do not hesitate to contact us.


Regards,

StevenB
PokerStars Support Team

[bustowithnobra]

lol

[Jzo19]

i agree with stars here...OP at pocketfives wants full reembursement which is pretty ridiculous when he only lost 2 big blinds

[ycjason]

as for fairness, OP should be refunded by a very small amount. As a good business, star should probably refund the whole amount the mistake and a bad experience to the player (pretty small amount anyway). Either way, the way star handled it seem unacceptable and unfair.

[MicroBob]

"I am a royal pokerstar player"


Is this a new VIP level?

[ycjason]

[ QUOTE ]
"I am a royal pokerstar player"


Is this a new VIP level?

[/ QUOTE ]
lol.. just that I used to play both FTP and stars, now only on star, and about to hit 200k vpp this year, and likely 500k next year.

oh.. and like I said, this did not happened to me, just felt strange/surprised that pokerstar would handle it this way.

[brian8065]

Pokerstars should refund this person.

[slsmagicc]

No way, this happens to many people. It's not pokerstars fault. Jeez!

[ycjason]

[ QUOTE ]
No way, this happens to many people. It's not pokerstars fault. Jeez!

[/ QUOTE ]

this happens to many people? this is not a disconnection on OP's part. This is someone disabled OP's privilege to play (wrongfully) while OP's tournament is running. How can this not be Star's fault?

[crashjr]

I agree that there should be some sort of compensation. They told him his playing privileges were REVOKED at the beginning of a 3 SNG set.

Think about it from a customer service point of view - the site made an error, it caused panic, and it caused some small though not trivial amount of blinds to be lost. Now the site says something like "yeah, we screwed up, sorry about that - you weren't harmed that badly though so tough [censored], we are not going to do anything to rectify the situation."

It isn't like the guy just d/c'ed - stars REVOKED his playing privileges.

I think stars support is slipping - I got a pop-up on SUnday when my millions table opened saying that my all-ins protection had been revoked. I wrote CS asking about why, and they replied that there is no d/c available in tourneys - which obviously does not answer the question. I wrote back again and asked - specifically this time - that if I were to play a limit omaha 8 cash game, would I have disconnection protection or not. The reply was rude, but did say that I in fact did retain my all-in disconnection privilege in cash games. I decided not to ask why the pop-up told me that my privilege had been revoked (the first time I have ever seen the pop-up by the way, and this was certainly not my first stars Sunday Million).

There is either some turn-over and learning curve problems in ground level customer support, or stars is slipping customer service wise. I hope it is the former. The more stories I see like the P5's post, I fear it is the latter.