- This topic is empty.
-
Posts
-
I edited this to respect the nice dialogue used here as I wrote this in great anger originally.
My point was that cp really needs to get some support help and not just for affiliates (your phone system is terrible for affiliates and Emails are not always fast enough) Also that there is no support for players or affiliates at the actual poker room either. I had a horrible experience with nothing working while trying to start a poker league and the whole thing turned into a debacle with players not being able to register or deposit or signup for the league… and there was nobody there to help so the whole thing exploded. If anyone else decides to run a league with your site(s) I hope you have some sort of support should something like this happen again to them.
My experience was horrible and I can’t explain the frustration of days worth of trying to make contact with nothing and getting things screwed up big time and having to cancel a poker league because nobody is home at the support side.For those of us who had the misfortune to read your original post, i am prompted to reply.
You complain about the phone system – yet no-one else reported a problem in that time, you know the wise thing to have done would have been to send an email….. and emails are not fast enough? I have never taken more than 24 hours to reply to you about your league and I’m on MSN every single day for you to talk to me and yet you don’t – except for one voice mail message left for me at 4AM! Maybe you don’t, but some of us need our beauty sleep
Second of all you should have asked me for an explanation before writing frankly a load of incoherent drivel. In case you cared, or maybe you just enjoyed ranting: Here is a copy of why that particular match didn’t run:
The cancellation of the Bonus bud tournament was down to Human Error. Unfortunately the minimum player count was set at 15 instead of 5 so when only 13 players registered the tournament did not go ahead.
I would like to ensure you that I have checked the rest of the series and these are set up correct.
Please accept our apologies for this error.
RegardsChat Department
iPoker NetworkJust to remind you that this is about casino affiliate programs not player support you want to moan about player problems go to a player forum or complain to the actually support team via email.
And one final thing,your league was not canceled as you keep saying, one tournament in the whole league was not played and if you had have postponed for a week like I told you since you didn’t listen to me the first time and get your players to download a week prior then what do you expect? Other than a half empty tournament.I put it you that you do seem to have gotten a little confused in what happened and instead of finding out the facts you behaved like a hotheaded teenage.
Not sure who is being more rude here. :eh:
JenBen wrote:Just to remind you that this is about casino affiliate programs not player support you want to moan about player problems go to a player forum or complain to the actually support team via email.I actually want to know about serious player problems. I certainly don’t want to waste my time promoting a program with poor player support. It is not wise to recommend a casino or poker room with poor player support. First off, the player retention is going to be awful at such a place; secondly, I can be sure that this individual will not return to my site for additional recommendations.@Engineer]I actually want to know about serious player problems. I certainly don’t want to waste my time promoting a program with poor player support. It is not wise to recommend a casino or poker room with poor player support. First off, the player retention is going to be awful at such a place secondly, I can be sure that this individual will not return to my site for additional recommendations.[/QUOTE wrote:
Well put!!!
For those who don’t know yet what Titan Poker is made of let me just tell you the following:
We have about 100 people (between england, Antigua and Manilla) dealing on a daily basis with the players. The support is available 24/7, 7 days a week, in english, french, spanish, german, italian.
Titan Poker is the Largest, and by far, poker operator of the ipoker network. About 55% of the players playing on that network are titan players.Our group has been operating since 2002. We have over 300 people on staff dealing with marketing, players and r&d. We’ve been one of Playtech top operator for the last 4 years both in term of acquisition and retention.
I really don’t know where you take your information from, how you come to those conclusions, but i can assure you that if we weren’t doing a good job at acquiring players and retaining those players we wouldn’t be around and spending millions of dollars every month on player acquisition, TV ads, sponsoring players etc…
Don’t read in my email that we’re always doing a perfect job. Like any organization dealing with hundred of thousands of customers, we have our problems and pitfalls. This business is a daily challenge, every month we incorporate new payment methods, new games, new languages, new products and to do that job, we recruit, train and manage new people, coming from various industries and level of management.
The error that occured in this case was a misconfiguration of the tournament. This was due to ipoker people who are responsible for this aspect of the operation.
Hopefully my post put some light about what’s going on, who we are and how we operate.
I invite you to check out how many players are currently playing on our software, how many tournaments, table are currently active or planed and you’ll probably realize that this mass of players can’t be left alone and not managed properly.
Regards,
Laurent
PS: anyone interested in a private tournament/leage etc… can contact me directly to get it setup. And we’ll post a full report on how the tournament
went right here on the board.Laurent has been nothing but sincere and apologetic I must say.
Very proffessional and I wish to emphasize that point.
Jen is missing the entire point of my post and I have explained in IM the following to her but I will again for engineer and all with curiosity about what happened. She has had this combative approach and tone with me the entire time and is too anxious to deflect blame rather than help with the problem.The reason I am mentioning the support is that Originally when I filed the paperwork with Jen to have this League ran she told me I would be recieving my own page and that everything would be taken care of, to go ahead and have the players download and it would be ready. 3 days before the League was to start I began to become concerned that it was not finished and attempted to get Jen on IM and Phone. The phone system just kept hanging up on me and nobody answered it at Casino Partners…Now this very well could be for a number of reasons, but it is odd that I could not leave a voice message. This same thing went on for a few days and I had Icq and MSN IM open hoping to make contact (in the meantime I was able to finally leave a voice message after multiple attempts). Finally on the Morning of the day the League was to start I finally contacted Jen on IM and was subsequently told that NOTHING had been done yet and then was asked why I didn’t tell her sooner (lol):wow: . Basically the blame for this was attempted to be placed on me. Anyways, the page got made, the league was up and all seemed as though it would be ok even though I spent the entire day Emailing, Pming and messaging players that the league was still going to go on as planned and not to worry…
Now for the PLAYER support problem… I started recieving messages from players that they were unable to Deposit using Neteller and that the live chat support was not understanding that the Americans could not use credit cards. I also recieved messages that some players were totally unable to access or register for that nights tournament. I have no idea what was happening with that.
When I investigated I noticed that there was a “minimum 15 Player” rule in effect even though this was a $20 buy in. This still should not have been any problem but since the new signups could not deposit and some of the current titan players could not register it was becoming a major problem for me. I called the phone support many times and never got an answer, so I tried live chat with no answer. Finally when there was 20 minutes to go before the tournment was to start I made contact via live chat. At this point the staff told me to deposit using a cc. I explained (as all the other American Players did) that it cannot be done by Americans and he simply kept telling me to use a cc.sleepy.gif I started to feel the frustration that all of my players were feeling:slapface: and asked the support to change the 15 player limit because it was going to get cancelled and the staff told me to hold……. and came back 2 minutes after the tourney was cancelled and told me “Im sorry your tournament will be cancelled if you do not get 15 players”. LOL.:rolleyes:
During this time I tried to contact Jen also (I wasn’t sure if she could help at this point but was willing to try) and she was unavailable, which I don’t blame her for of course, she could not have known what was happening at that point. What I do not like is that after the fact again Jen tried to put the blame on my players and me rather than Titan software or whatever happened there. Also, I explained to her several different ways that the players could not register or deposit and this totally got by her and she was fixated on the problem being minimum players. It wasn’t an issue if the players that WANTED to play were allowed to. That is where some good support would have really, really made a difference.
It was a total debacle and it left me embarrassed and my players wondering what happened. I had numerous Emails from players telling me that if the league was going to stay at Titan then they would not play any longer – that is how frustrated they were as well. Some of them spent LONG amounts of time trying to register or deposit. That is a very bad experience and my point is that a little support (knowledgable and able support) would have helped GREATLY at that point.
I am now trying to assure players that this type of scenario will not happen again and to not be scared off from playing in my forum league. I am sincerely not blaming any one person. I am simply saying that the support was ineffective.
It is not Jen’s fault and I know that – I am upset at the whole lack of support issue and the way it was handled and I was subsequently spoken to. I realized that I was making an emotional post and that is why I edited it quickly after posting. The facts still remain.hdaddy – I’d like to make it up to you (and your players). What happend here is far from being the norm. What do you think would be a good thing to do here?
Regards,
Laurent
PS: Jen did her last day with us today – this isn’t related to the matter that keeps us busy here.Well, Jen was way out of line in the above post, way, way out of line, not just as an aff manager but as a human being. She needs to do some growing up.
That said, the problem resolution here is what I like to see, well done to both parties in this dispute.
As I have said, Laurent is very courteous and professional. I have already been contacted by staff and I appreciate that type of action. :Nod:
When I read the first CP response I already saw a second naughty aff manager problem come up as we witnessed with the vegasaffiliate manager.
I notice that was Jen’s first (and only?) post.
Perhaps that says plenty about her lack of forum ettiquette?
:Ohno:We’re currently reviewing Titan Poker for inclusion on our database – but as we stand in for our customers and visitors I’m significantly concerned about this “customer service” issue.
The last thing that I need is having to hand-hold all of our vistors who are dealing with rude customer support that is not aware of the myriad of individual issues that can affect a global customer base.
eg Credit Cards, Bank payment methods (Etc)
:huh2:I think we’ll leave them out ..
:notify:Paul – we’ve been pokerlistings.com’s (and many others) top performing poker room for the last 2 years. First with noble poker, and for the last 12 months with Titan Poker. What happend here isn’t reflecting the way we normally operate.
It’s your right not to promote us, but do it for the good reasons.Regards,
LaurentI can vouch for that – casinopartners perform very well indeed, I’ve promoted them since Noble first started and since they moved to Titan they’ve still converted like absolute crazy. Keep up the good work guys!
