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FTP Just Doesn't Care Anymore

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  1. The Universe The Universe is offline

    Amherst, MA
    United States

    Posts: 391
    Joined: Nov 07

    Apr 28th, 2008 (4/28/2008 12:23pm)

    Continuing with this theme. Full Tilt is by far now the best site for tournaments imo but their support team is a joke. Doug, you have done a lot for this community; not only helping the regular players but some of the lower limit grinders as well, and we thank you for it. But, let's be honest every day there are 5 posts about people sending 30 emails to ftp support with no response. And on thursday I won a ME package on ftp. This is the 3rd one ive won(brag) in the other two Iinstances I was sent an email the same night or the next day at the very least and yet its been nearly 4 days without any response from FTP this time. I understand that as a growing site youre quite busy and im sure the deluge of emails is non-stop but I just cannot fathom how you could be doing a worse job. Support is our only connection as players to the site that governers our behavior and controls our money. Everything you do and say should be communicated to the players, its integral to providing an environment that is mutually acceptable. I'm not even asking that you respond and get me my T$ the next day, just email me and tell me you're experiencing high volume and it might be a while. Support works for the players, stars gets that and ftp seemes to still be working out the kinks. Doug, get going.
     
  2. kevin070 kevin070 is offline

    Gaylord, MI
    United States

    Posts: 1,260
    Joined: Aug 05

    Apr 28th, 2008 (4/28/2008 1:07pm) in reply to The Universe

    Unfortunately you hit the nail on the head. Support has always been slow to non-existant at FTP, not including you Doug. Being able to connect to support quickly is a neccesity when it comes to playing online. Whether it comes to withdrawals, deposits, possible cheating, questions, etc. pokerstars and Bodog have gotten it right in most replies are within 2 hours at worst. With FTP if you get a reply within 2 days your lucky. FTP offers probably the best mtt schedule and one of the better site offerings altogether, but they have always neglected support. A hint FTP, you need to be able to make knowlegable responses within 2 hours no matter how much volume you are getting.

    This is what can and has happened because of your support. I have cut my play on FTP drastically because of support. The last couple times I has to deal with them, because of a withdrawal and collusion in a satellite, it took 3 days and 3 weeks to get responses. The responses basically were uninformative and were themed that they didn't care to help me.Your next upgrade needs to be to double the support staff and train and re-train every single one of them.

    Edit: FTP has always been good in listening to players and making improvement in all areas except customer support.
  3. warden warden is offline

    Tucson, AZ
    United States

    Posts: 15,532
    Joined: Apr 06

    Apr 28th, 2008 (4/28/2008 1:09pm) in reply to The Universe

    i don't know if i'd use "anymore"
     2
  4. bef99hwk bef99hwk is offline

    Manhattan, KS
    United States

    Posts: 7,332
    Joined: Apr 07

    Apr 28th, 2008 (4/28/2008 1:12pm) in reply to warden

    DOUG: If I applied could I sit at home and work on the ftp support team and own part of the site? PLZ PLZ PLZ PLZ PLZ!
  5. kevin070 kevin070 is offline

    Gaylord, MI
    United States

    Posts: 1,260
    Joined: Aug 05

    Apr 28th, 2008 (4/28/2008 1:19pm) in reply to bef99hwk

    It would be a cake job. Only have to respond to 2-3 support emails with useless nonsense.
  6. JKamikazeKid JKamikazeKid is offline

    Dayton, OH
    United States

    Posts: 1,178
    Joined: Sep 07

    Apr 28th, 2008 (4/28/2008 1:28pm) in reply to The Universe

    I agree. I like to tournament structures at FTP, but I haven't deposited there for a long time now for 1 reason alone. The customer service has been less than lackluster. As soon as FTP works out the kinks in the customer support, I may deposit back onto FTP. I'm now a stars player and I'm not a fan of the tourney structures here, but I like the support.

    I'm a rec player so I'm looking for good customer support moreso than the tournament structure and payouts (although important).
  7. bbbbb33 bbbbb33 is offline

    Posts: 2,624
    Joined: Jan 06

    Apr 28th, 2008 (4/28/2008 1:47pm) in reply to JKamikazeKid

    lol at dpottz....

    fuck anymore.
     1
  8. NaitsirhC8 NaitsirhC8 is offline

    Bogotá
    Colombia

    Posts: 66
    Joined: Nov 07

    Apr 28th, 2008 (4/28/2008 2:05pm) in reply to The Universe

    i agree entirely... i love FT but their support team just sux, had a problem with a cashout few time ago... i posted here mayeb one of u saw it... and every response took 2 days since i emailed em, and all their answers were just waste of time, no really solution to my problem and missinformation
  9. Conflictedsoul Conflictedsoul is offline

    Rocklin, CA
    United States

    Posts: 98
    Joined: Jul 07

    Apr 28th, 2008 (4/28/2008 2:22pm) in reply to The Universe

    You have won 3 ME packages already? My god, I would cut off a finger to play in that. Can you cash out the other two?

    How the hell do you win so consistently?
  10. hicakipe hicakipe is offline

    Glendale, CA
    United States

    Posts: 143
    Joined: Feb 07

    Apr 28th, 2008 (4/28/2008 3:05pm) in reply to The Universe

    My history with FTP support:

    <span><span>-<span> </span></span></span>I keep getting disconnected at key times.<span> </span>FTP’s response: It’s not our fault.

    <span><span>-<span> </span></span></span>After several months go by without receiving several “I knocked out a pro” t-shirts, I ask if I can just take the equivalent in FTP points.<span> </span>The answer is no.

    - I present them with a case of obvious collusion, with complete hand histories.<span> </span>After not responding to repeated e-mails for a month (!), they say there’s no evidence it was collusion.<span> </span>(Trust me, the collusion was as obvious as it could possibly be.)

    <span><span>-<span> </span></span></span>After submitting a cashout request and then being told cashout requests were taking longer than usual, I asked if there was anything could be done to expedite the process.<span> </span>(I heard that when stars was experiencing similar problems, they at least gave players FPP’s as a goodwill gesture.)<span> </span>FTP says there’s nothing they can do.<span> </span>Period.

    These aren’t huge deals in and of themselves.<span> </span>Collectively, though, it tells me that FTP’s customer service ethic is it's never FTP's fault and do as little as possible for the players.<span> </span>After all, there aren’t many other places the players can go.
  11. ennzo ennzo is offline

    Plymouth, MA
    United States

    Posts: 175
    Joined: May 06

    Apr 28th, 2008 (4/28/2008 5:27pm) in reply to The Universe

    Ive always found FTP support to be quite reasonable, logical and prompt.
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