I noticed recently that i had an unused 50 seat guar wsop seat in my account. Below is my converstaion wtih UB staff re: exchanging it for TDs:
you: hi marissa
Marissa: Welcome to support. How may I help you?
you: i have a 50 seat wsop entry in my acct worth $530 and i would like ub to trade it in for tds
you: i dont want to wait until next may to use it
you: are u there
Marissa: Let me check your account.
you: ok ty
you: r u there
you: im afraid i got disconnected
Marissa: No, I am here.
you: lol ok
you: sorry
Marissa: I'm sorry for the delay. I'll be right with you.
you: ok np
you: ty
Marissa: I just checked, but unfortunately we cannot exchange the ticket for TDs. You will have to wait until May to use it.
you: seriously? that seeems like a terrible policy
you: any other site, i can take tds or cash or unregister
you: i totally forgot i had it, and i want to play other tournaments
you: is there a supervisor who can help me?
Marissa: Unfortunately no, I asked one.
you: that's fantastic. tell your supervisor
you: that this situation is the reason why ub/ap is losing customers left and right.
you: i am very unhappy and obviously no one there cares that i have been with ur company since 2000.
you: im posting this chat on p5s to let my fellow players know the type of service you give ur clients.

What do you guys think? Isn't this insane? I checked pokerdb- since 2006- UB has made almost $12k in rake off me- and I am not even a high volume player- and this does not include countless sngs and cash games. They are plain retarded.

If it clearly stated in the tourney that you wouldn't be able to trade the seat for tourney dollars then it is definitely your fault for not using it.

I was already registered for the entry and it was the second one that I won. Given that, I should be allowed to get TDs. I could not unregister for tournament, or use the second entry for anything. I won a total of 3 entries- the first one they exchanged for TDs, this one they did not. It doesn't make sense. Its inconsistent and annoying. They don't lose anything by exchanging it for tds. I still have to spend on their site. Its just stupid.

 

Originally Posted by Garnet

I was already registered for the entry and it was the second one that I won. Given that, I should be allowed to get TDs. I could not unregister for tournament, or use the second entry for anything. I won a total of 3 entries- the first one they exchanged for TDs, this one they did not. It doesn't make sense. Its inconsistent and annoying. They don't lose anything by exchanging it for tds. I still have to spend on their site. Its just stupid.

I still think you do not have a case to stand on, but Cereus_Adrienne may still be able to help you, would PM her as she has helped a few on this site..

I am holding on to the entry but I do not think I am wrong. A multi million dollar site should have a plan for customer who win multiple entries. Especially when they established a pattern of exchanging the second one and not the third one?> Where is the sense in that? I like UB, I have played there for over 10 years. Yet, I feel the customer service is worse and worse each time I have an issue.

This was gr8 customer service . I have had seats on FTP that I could not exchange for T$ and when I emailed them it took over a week for them to tell me that I could never exchange them and had to play the event. Here you were able to be shot down instantly becuz of AP/UBs live chat. GREAT CUSTOMER SERVICE WAY ABOVE THE INDUSTRY STANDARD IN THIS CASE. I would want to cash in my seat to but that's not the way it always works.

I am familiar with this situation. They do not clearly state anywhere in the tournament lobby that the ticket will not be refundable or that these tickets are treated any differently than regular online satelites (which pays multiple entries in TD's).

Logically - The site is not fronting any money. All of the tickets come directly from other players buying in to subsatelites so I cannot think of any reason why these tickets could not be transfered into TD's or cash. What about the people with extra Aruba satelite seats from 2 years ago? Since there was no aruba this year are people still holding $500 satelite tickets?

Anyone have any input into the reasoning behind this rule?

one on one chat support instantly rather than a one week standard email response seems like excellent customer support to me...

I decided about a few monthes ago i am not playing on UB or cake anymore.... now that I am not backed I am no longer playing high stakes MTT (hopefully will be able to grind my roll up high enough soon) and there are more then enough tournies for the stakes i play on tilt and stars. Once im playing majors again I will put a little on to play a couple of their daily tournaments and there majors but untill then no ub for me

this is the same policy as ftp has for their tourny/token tickets, so i dont think its that absurd. i mean it sucks but its not like it expired/u lost it

 

Originally Posted by pikappraider78

to be honest all the USA poker sites have awful customer service they all just have differing levels of terribleness with stars being the least bad. Any other Industry and the customer servvice of these sites would be totally unacceptable and they would be knocked out of the market by better competition quickly

well lets be honest its better than comcast

Customer service is the ONLY thing UB's got going for them, best in the business imo.

Hello guys!

I was checking on threads and came across this one and would like to help out. Basically, the reason we do not exchange it for TDs is because all the tickets that we give out for an event are accounted for within the prize pool of the same. So a ticket that was not used or changed to TDs affects the balance of the tourney and in return the overall balance of the site. I know it seems easy enough to make an exception, but when we have 15k plus people on the site, exceptions and changes can come to affect the balance we need to have to offer guaranteed tourneys, packages, tickets, etc.

Nonetheless, I am happy that we could look into this again and I have sent GARNET a PM with a more detailed explanation of her case. I am also suggesting, and I know or a fact that the idea of a more flexible buy in format with tickets, TDs, cash and points is floating around as a project. Hopefully we can have some good news soon.

Cheers!

Adrienne