Online League - Matchday 7 - Connection Problems

[PHIL_TC]

Dear Philip,

Thank you for contacting us. My name is Marisa, Member Support Representative for 888poker and I will be assisting you today.

First of all I would like to apologize for the inconveniences that the general disconnection on the tournament "APAT Online National League Division 1 Matchday 7" with ID number "31669742" may have caused you.

I am happy to inform you that $11 corresponding to the buy-in amount have been refunded to your account.

Unfortunately we are unable to refund the $600 for beer and chocolate hobnobs that you requested. We apologize for the inconvenience caused and thank you for your patience and understanding in this matter. If you require further assistance in this or any other matter, please feel free to contact us - we are here for you 24 hours a day, 7 days a week.

Kind regards,
Marisa M.
Member Support Representative
http://www.888poker.com

Good news on the $11... bad news on the $600

[fandango]

I gave them a friendly phone call... They was happy to reimburse me the buy back.. ( they also gave me a $599 bonus for the trouble, they reckon that some greedy beggars had been asking for $600!!.. sigh)  

[SirPercival]

Used the online help - money to be refunded within the hour

Paulo S.: Thank you, Stuart.
Paulo S.: How may I help you?
me: last night i was disconnected during tournament 31669697
me: I believe everyone else was too
me: by the time i could reconnect I had been blinded out
Paulo S.: Yes. We had some disconnection issues yesterday.
Paulo S.: Please bear with me. I am checking your game history.
Paulo S.: Thank you for waiting, Stuart.
me: no problem
Paulo S.: I have seen on your game history that you experienced a disconnection on tour 31669697 yesterday.
me: yes
Paulo S.: The tournament was: APAT Online National League Division 2 Matchday 7
me: yes
Paulo S.: Our system normally does the automatic refund.
me: it hasn"t so far
Paulo S.: In this case, this did not happen.
Paulo S.: We can do it manually, Stuart.
me: ok, thanks
Paulo S.: Within the next hour, the buy-in refund will be done.
me: thank you
Paulo S.: Is there anything else I can assist you with, in the meantime?
me: yes actually, could you make sure that no West Midlands players receive a refund from the Div 1 game, just for the entertainment value
Paulo S.: sure, sounds like fun
me: great, thanks very much
Paulo S.: Thank you for chatting with us today, before you go, please allow me to bring your attention to one of our many ongoing promotions:


[edit: Money was refunded within the hour as promised]

[Mikeyboy9361]

Phone number please?

[SirPercival]

Phone number please?

I used the online help (link in cashier). Took about 2 minutes.

[Waz1892]

Phone number please?

I used the online help (link in cashier). Took about 2 minutes.

ditto, but was told id need to wait 24hrs, as all refunds would be done at the same time.  i stated that i was aware some had already been refunded -she adamanment this wouldnt be the case.

i couldnt be bothered to argue anymore!....i"ll get the refund witihn 24hr no doubt.  shame it happened in the 1st place

onwards and upwards

[nosey-p]

Although I was only disconnected for only a minute, my game was also ruined. I was sat out for over 15 minutes in total when others on other tables was playing on (taking the blinds) so by the time I started to play I was already at a disadvantage to the rest. Every one should be given there money back including the ones who actually played to the end.        

[The Healer]

[
I used the online help (link in cashier). Took about 2 minutes.
[/quote]

I also used the Chat Option in Cashier, and its the Eddie Murphy response,........... Another 48 Hrs

[Hammerite]

Cannot understand this tbh, surely all they need to do is void the two tournaments and refund all buy-ins, why do people have to waste time chasing up with phone calls and e-mails to get back what is morally theirs. And for those who say well yes but they have paid out the winners, well that"s business I am afraid and not the fault of the people that had no possibility of winning, perhaps it will encourage better practice by 888 in the future.

[bear21]

Cannot understand this tbh, surely all thery need to do is void the two tournaments and refund all buy-ins, why do people have to waste time chasing up with phone calls and e-mails to get back what is morally theirs. And for those who say well yes but they have paid out the winners, well that"s business I am afraid and not the fault of the people that had no possibility of winning, perhaps it will encourage better practice by 888 in the future.

+1
Leigh is there any chance when you speak to 888 that this can be done , its stupid for everyone to chase up when not there fault
cheers

[Kronsdat]

I"ve had an email from 888 as follows...

"Due to a systems upgrade you may have experienced problems connecting to 888poker temporarily on 03/07/2011.

We apologize for any inconvenience caused & would like to offer you free entry to 8 special $1,000 Jumpin" July Freerolls on 5, 6, 7 & 8/07 @ 18:05 & 21:35 GMT."

So they are accepting responsibility and the offer of 8 freerolls isn"t really a bad one.

[ian.ski309]

I"ve had an email from 888 as follows...

"Due to a systems upgrade you may have experienced problems connecting to 888poker temporarily on 03/07/2011.

We apologize for any inconvenience caused & would like to offer you free entry to 8 special $1,000 Jumpin" July Freerolls on 5, 6, 7 & 8/07 @ 18:05 & 21:35 GMT."

So they are accepting responsibility and the offer of 8 freerolls isn"t really a bad one.

I"ve just had that email too. Not much use if you"re not available to play them though  

[VBlue]

I"ve had an email from 888 as follows...

"Due to a systems upgrade you may have experienced problems connecting to 888poker temporarily on 03/07/2011.

We apologize for any inconvenience caused & would like to offer you free entry to 8 special $1,000 Jumpin" July Freerolls on 5, 6, 7 & 8/07 @ 18:05 & 21:35 GMT."

So they are accepting responsibility and the offer of 8 freerolls isn"t really a bad one.

I"ve just had that email too. Not much use if you"re not available to play them though  

+1 - might play Fri nights, so 2 freerolls for me is not too bad in way of compensation.

[Fluence]

I"ve also had the freeroll offer. It"s poor IMO. Just give me my $11 back, simples.

[therealgor]

I"ve also had the freeroll offer. It"s poor IMO. Just give me my $11 back, simples.

+1