I'm posting this chat with AP just to get feedback - I won a seat into a $215 event not realizing prior that "must play event" meant that you wouldn't be

able to unregister. I originally interpreted "must play event" as just a marketing slogan implying that the tournament is a great one, etc., almost like PS

or FTP marketing their majors. I admit my error in judgment, but if this were FTP or PS, I believe they'd at least compromise one time as an existing long-

term customer. Additionally, I felt like their customer service was borderline rude... I am just curious what you all think about this conversation:

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Thank you for waiting.
You are now chatting with 'Brad'
Brad: Thank you for contacting us! How may I help you?

you: Well i played in a satellite to the $215 200k on sunday and won a seat. Not one place does it say you can not unregister for this. I cannot play on

sunday and would like tournament dollars
Brad: Whenever you win an entry for a specific game such as a satellite or qualifier, the names for that game are added automatically by the system.
Brad: If the tournament does not allow to unjoin
Brad: that means that it it a must play event
you: NO place does it say this when you win a seat you cannot unregister into it. This "must play" did not mean to me that you cannot unregister. I

understood a "must play event" as one of your best events.
Brad: all the satellites
Brad: state the date and time
Brad: and number for the next statge
Brad: please check
Brad: the tournament that you win a seat
Brad: if the "unjoin" option is not available you will not be able to get Tds instead
you: i don't think you're understanding me
you: ... then you need to specify this upfront.
Brad: Yes I am
you: i want to speak to a manager
Brad: I understand that
Brad: but if it is a must play event
you: manager please
Brad: there is nothing we can do about it
you: every other site lets you unregister ... and if you can't unregister for a particular event, that is CLEARLY stated before one buys into a satellite.
you: this was not clear to me and i won't be here on sunday
you: so you're going to make me forfeit $215 on an event i can't play?
Brad: one moment
Brad: please.

Please wait while I transfer the chat to 'Rick'.
You are now chatting with 'Rick'
you: hi rick
Rick: Hello this is Rick how can I help you?
you: I won a seat into a $215 event that wasn't clearly stated we wouldn't be able to unregister for $T ... I won't be around Sunday and won't be able to

play the event.
you: I want to be unregistered and credited the tournament $$
Rick: as you were advised
Rick: all of our final events are must play
Rick: so in this case we are not able to unregister you
you: why?
Rick: we can reschedule the event for the next week only
you: every other poker site would unregister the player if they can't make the event or if it was a one time mistake.
Rick: but we cannot unregister
you: why?
you: you're trying to hold to an internal policy that wasn't clear
you: I just want you to make a one time concession given that it was an honest mistake - it's not like you lose any $$ on this.
Rick: unfortunately we can no longer unregister people
Rick: so in this case either we can leave it as it is, or it can be rescheduled for next week
you: you wonder why people treat AP as a tier 3 poker site
Rick: those are the two options you have available
Rick: it is unfortunate but at the moment we are not able to accomodate the situation
Rick: is there anything else we can help you with?
you: i will be posting this on Pocketfives b/c it needs to state clearly in the lobby that you can not unregister
Rick: I will take the feedback and present it to the proper authorities
Rick: can I have your email address
you: you should have it ... aren't you the manager? you already asked me my own security question!
you: Do you know what CUSTOMER SERVICE is?
Rick: the one I have belongs to n account that is closed
you: are you kidding me? what account do i have then?
Rick: do not use caps letters since this is considered rude
you: putting unclear stuff in your lobbies would be considered rude and wonder why people don't respect AP/UB.
Rick: this is the email I have from you **************
you: you don't even know my email address? what is that?
Rick: the email address posted, ************* belongs to an account that is no longer in service
you: Point is that your lobby is not clear and says must play event.. so in the english langauge that means that you can't unregister?
Rick: so in this case I need to reconfirm for our records
Rick: it means that for every customer we have the option to reschedule the event for the week after
Rick: if they are not able to attend this week
you: must play could sound like its a good event. Not that you have no option to unregister.
Rick: must play means that you must play, simple and clear
Rick: so unfortunately we are not able to unregister
you: NOT simple and clear or we wouldn't be having this conversation
Rick: and will not be able to give you tournament dollars
Rick: based on the fact that you have the option to reschedule
you: simple and clear would be you cannot unregister from this event?
Rick: then you should know that all final stages for the events are the same
you: so if i cannot play any sunday for the rest of my life you will have taken 215$
Rick: unfortunately we will then have to investigate an option
Rick: but at the moment my only offer is to reschedule for next week
you: at what point were the players notified of this change?
Rick: or to ask you to document why did you entered in the event and why are you not able to attend any sunday
you: because i didn't interpret "must play event" as "you will not be able to unregister from this event"
Rick: ever since we began with the cereus poker network changes have been informed to the customers
Rick: then you should take advantage and reschedule for next week
you: no this is not the point ANYMORE
you: MUST PLAY sounds like its a good event not clearly stated that you cannot unregister
Rick: the point is that you assumed something that was not.. and most of our players know what must play means.. must be in the event
you: How about You cannot unregister? wouldn't that be "simple and clear"
you: no other site would have this problem
Rick: must play is fairly clear to most of our customers
you: to "most" of our customers LOL that is exactly my point. said it yourself that not everyone knows.
you: so another words you wouldn't want to satisfy ur customers that made an honest mistake?
Rick: well unfortunately in this case we cannot fulfill or comply with your request and we offer the rescheduling
you: this policy was only recent and i've been a long term customer and did not know this.
Rick: and may I ask for your username since you did not provided me with the registered email
you: deepseafishn
Rick: thank you
you: what kind of support is this if u don't know my details?
Rick: is because the email you submit as I mention does not recall an open account
you: all my information has been the same and never changed
you: all right option B is i want to close my account and be refunded all that i have bankroll and registered tounaments?
you: can't play in it if i am not a player?
Rick: the first part of your option can be done at any time since this is up to you
Rick: this will not be done without proper investigation and only if it is applicable, which in this case at the moment I do not find any reason
you: any reason? you said it yourself that "most" of our players know what must play is... not EVERYONE
Rick: the situation here unfortunately is that you would like to do something we are not able to
Rick: so in this case, we can reschedule your entry for next sunday
Rick: or we can leave it as it is
Rick: this are your final options
you: how about we continue this discussion?
Rick: sorry I have other customers on the line

well at some point you could take the responsibility for your own actions?

at least he offered to re shedule you for next week.

Working in customer service would be FUNNNN

I dont find them to be rude,it almost sounds like you were the rude one.They explained to you that they could not unreg. you but they could put you in next weekends tourney.If you can not play this weekend why not just bump it up to next weekend like they offered you?Did you play this event to get in or too try to get the T$$$$?I would of just ask once and if they told me they could not do it i would ask to be put in next weekends tourney.

You screwed up. They tried to accommodate you. You are wrong and rude. Move on.

As I admitted I was wrong. You people don't understand the basis of this post being that the must play event can be misunderstood as a great event not that you cannot unregister. Clear stating that "You cannot unregister" would solve this issue with no further issues.

i didnt see any rudeness at all-only your rudeness.

I didn't read anything after it became obvious that you were going to complain about your own ignorance.

You have to play by the same rules as everyone else. Tiger Woods learned that lesson, and now, so have you.

 

Originally Posted by nala314

As I admitted I was wrong. You people don't understand the basis of this post being that the must play event can be misunderstood as a great event not that you cannot unregister. Clear stating that "You cannot unregister" would solve this issue with no further issues.

Must play is clear to anyone who graduated from 2nd grade so yes for those 5 customers that didn't make it that far in school this thread is a must read.

i absoultely hate UB/AP and think their customer service is light years behind the next worst....

with that being said, you treated customer service terribly and frankly just sound like an idiot. the customer service reps both did a fine job handling the situation. it's very very clear in the lobby of each tourney that the event is a must play event. if you don't understand what must play means, well then that's your own fault. UB/AP is being more than courteous by giving you the chance to register in next week's 200k instead

just because you didn't read or didn't understand doens't mean they're doing something wrong.

if i get a parking ticket for parking in a no parking zone because i didn't read the sign, am i still going ot have to pay the ticket?

if i get a parking ticket for parking in a no parking zone because i read the sign but thought it was only a suggestion because it was far from the place i was going and that the sign was just trying to be nice to me am i still going to have to pay the ticket?

frankly, you sound even more ridiculous than my absurdly dumb situations

We'll see how i do in the event.. Sorry if only one of you can see that it can look like a slogan. Obv. I know it is my mistake just think that it makes more sense to put it as it is "You cannot unregister from this event" and for anyone thats just being rude just grow up since you obviously need to?

 

Originally Posted by JON STAMOZ

lol

 

Originally Posted by nala314

We'll see how i do in the event.. Sorry if only one of you can see that it can look like a slogan. Obv. I know it is my mistake just think that it makes more sense to put it as it is "You cannot unregister from this event" and for anyone thats just being rude just grow up since you obviously need to?

LOL at thinking one person agrees with you. His situation was waaaaaaaaaaaaaaaaaaaay different from yours.

very amusing post in that u thought must play as in you thought they meant a "must play" and not that you really must play a must play event hahahahaaa. you did come off as a dick. reschedule and quit crying

 

Originally Posted by nala314

We'll see how i do in the event.. Sorry if only one of you can see that it can look like a slogan. Obv. I know it is my mistake just think that it makes more sense to put it as it is "You cannot unregister from this event" and for anyone thats just being rude just grow up since you obviously need to?

Your point is some what valid, but why did you feel the need to be rude, and keep persisting that you didn't want to play the event after they layed out your options? If the policy was your concern a thread giving people the heads up would have been fine, and asking them to change their policy for "other" users in the future would have also been great, but it's your responsibility to understand the terms of service, and the rules of the games you play in before registering. You did not, so now be a man and just play the tourney you satellited into, good luck in the tourney.