OT - Problems with FTP & E-mail from Support

[abarber]

I experienced the lag that many people complained about a few days or so ago, and I e-mailed support. Here is the exchange. I'm a little surprised by their answer. Standard?

Hello Andrew,

Thank you for contacting Full Tilt Poker Support, and we appreciate your
patience in this matter.

We have reviewed this tournament and see that you did in fact have some
internet connection issues. While we do understand your frustration with
this issue, we cannot be responsible for conditions in the internet and
possible problems with connectivity. Realize that when you sit at a
table or tournament, you accept the potential problems with playing in
an online card room. You may be disconnected through no fault of your
own (or ours) and lose whatever money you may be playing for.

That being said, we know situations like this can be aggravating. We do
value your business and hope that we can keep you as a customer. Your
account has been credited with the buy-in for these tournaments, $36.00.
In tournament 19827690, you were awarded 2nd place prize money so no
additional compensation will be forthcoming.

Keep in mind, this is a one time refund. If you are constantly being
disconnected, please let us know so that we can assist you in fixing any
technical difficulties.

Thank you for playing at Full Tilt Poker, and we wish you the best of
luck in future tournaments.

Regards,

Ian
Full Tilt Poker Support

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Original Message Follows:
------------------------

The below was sent from an alternate e-mail address, but I was asked to
send from the account I had registered with.


Support,

I play a lot at Full Tilt. I have never had any trouble with the
software. I just put in a set of SNGs (ID#s 19827615, 19827690,
19827640, 19827726) where I frequently timed out because FTP had to
reconnect to the server. This has never happened before. Thinking that
it was a problem on my end, I checked other applications that used the
internet. All were functional, so it doesn't seem to be an ISP problem.
I'd like the buy-ins for these tournaments to be refunded, please.
Thank you and keep up the good work.

Andrew

[Kevin8423]

Standard, this has happened to me 2 or 3 times on Stars and they credited me for the tournaments when they claimed it had nothing to do with their servers.

[Landonfan]

Seems standard. I had the same problem. They apologised and said they'd look into it, and I've neither heard anything nor had any problems since.

[J-P]

wtf rigged.

When this happens to me, FTP gives me two atta boys, a pat on the back, and a better luck next time.

Seriously though, sometimes they refund you, and sometimes they won't. Nice to see that you got refunded in this situation.

[cha59]

They gave me $10 once when I couldn't log into their site.