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Request for Remedy from Full Tilt

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  1. Johnny Mojo Johnny Mojo is offline

    Las Vegas, NV
    United States

    Posts: 364
    Joined: Nov 06

    Jul 13th, 2007 (7/13/2007 2:01pm)

    7/13/07

    Dear Full Tilt,

    While playing in last nights $55 Rebuy Tourney # 21846010, approximately 75% of the final 50 players (myself included) became disconnected and were unable to reconnect with your site for approximately 40 minutes. During this time the players that were seated managed to basically steal over 25% of my stack and other disconnected players stacks.

    My first question is this: if you know that over half your players can't connect why didn't you just Pause the Tournament?

    My second question is: Why didn't you just cancel the Tourney and award payouts according to your Rule 31.4?

    <LI>31.4. In a Rebuy tournament - the number of rebuys or add-ons a player has made does not affect the payout if a tournament is cancelled. If a tournament has not reached the money, all players will have their initial tournament buy-in and fee returned, as described in bullet 31.2. In addition, any other money in the prize pool (excluding guarantees and money added by Full Tilt Poker) will be divided and distributed to the remaining players, based on their respective chip counts. If a tournament has reached the money, payouts will be handled as described in bullet 31.3.</LI>

    Obviously when over half the field can not connect it is totally unfair to proceed with the tourney.

    Please let me know if you can remedy this in some way,

    Regards,

    John xxxx
    Player Name: Johnny Mojo
  2. MUPokerPlayer MUPokerPlayer is offline

    MO
    United States

    Posts: 17,488
    Joined: Feb 05

    Jul 13th, 2007 (7/13/2007 2:03pm) in reply to Johnny Mojo

    same thing happened to me on FTP one time..

    I eventually (after many emails) got compensated using my chipstack at the time of my disconnection.
  3. metboi08 metboi08 is offline

    Berlin, NJ
    United States

    Posts: 68
    Joined: Jun 07

    Jul 13th, 2007 (7/13/2007 2:04pm) in reply to Johnny Mojo

    that sucks dude. sorry to hear that happened to you. there have been a lot of posts on here today of people writing ftp support without any responses. their support blows. i hope you get at least some part of your buyin back.....but im afraid not, especially if the tourney finished :(
  4. brianbeeper brianbeeper is offline

    Fort Lauderdale, FL
    United States

    Posts: 620
    Joined: Mar 07

    Jul 13th, 2007 (7/13/2007 2:27pm) in reply to metboi08

    why you all continue to play on FTP, ill never know.....stick to stars.
  5. SpreadicuS SpreadicuS is offline plz slowroll

    Santa Cruz, CA
    United States

    Posts: 371
    Joined: Sep 06

    Jul 13th, 2007 (7/13/2007 2:37pm) in reply to Johnny Mojo

    YES!

    GRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR RRRRRRRRRRRRRRRRR
     
  6. Johnny Mojo Johnny Mojo is offline

    Las Vegas, NV
    United States

    Posts: 364
    Joined: Nov 06

    Jul 13th, 2007 (7/13/2007 5:40pm) in reply to brianbeeper

    I love Full Tilt, and stars doesn't love me...

    Peace
    Thread Starter
  7. mediumplaya mediumplaya is offline

    Prairie Du Sac, WI
    United States

    Posts: 88
    Joined: Dec 05

    Jul 13th, 2007 (7/13/2007 6:21pm) in reply to SpreadicuS

    F FTP ....they screwed JSUP over and gave him a 26 dollar token...f that
  8. MUPokerPlayer MUPokerPlayer is offline

    MO
    United States

    Posts: 17,488
    Joined: Feb 05

    Jul 13th, 2007 (7/13/2007 6:47pm) in reply to mediumplaya

    they tried to do that to me and i kept fighting, and got a pretty decent payout.
  9. tigertoes tigertoes is offline

    Posts: 498
    Joined: Jun 05

    Jul 13th, 2007 (7/13/2007 6:52pm) in reply to Johnny Mojo

    Please post their reply...hopefully its just an oversight and you get some more $$.
  10. SpreadicuS SpreadicuS is offline plz slowroll

    Santa Cruz, CA
    United States

    Posts: 371
    Joined: Sep 06

    Jul 13th, 2007 (7/13/2007 6:56pm) in reply to tigertoes

    I was 16 of 61 in 15k.

    lose conection.

    i try reconenecting forever.

    I finally get an IM from friend that I am getting blinded out.

    my 54k stack is down to 27000 chips and the blind level is 1500/3000 blinds or somethign where i had less than 10 bb's.

    prior to the outage with my record i had a HUGE chance to final table. So sad.

    I was so frustrated that I went from haveing movement and punishing the bubble to being shortstacked with no options. grrrrrrrrrrrrrr.
     
  11. Johnny Mojo Johnny Mojo is offline

    Las Vegas, NV
    United States

    Posts: 364
    Joined: Nov 06

    Jul 14th, 2007 (7/14/2007 6:09am) in reply to tigertoes

    Sadly, no reply so far.

    Peace
    Thread Starter
  12. Johnny Mojo Johnny Mojo is offline

    Las Vegas, NV
    United States

    Posts: 364
    Joined: Nov 06

    Jul 14th, 2007 (7/14/2007 6:15pm) in reply to MUPokerPlayer

    Can you post an example of how you "kept fighting", and was it the same scenario?

    Peace
    Thread Starter
  13. airedale05 airedale05 is offline

    Posts: 401
    Joined: Aug 05

    Jul 14th, 2007 (7/14/2007 6:23pm) in reply to Johnny Mojo

    and u say FTP loves you???? not really seeing how at this time
     
  14. Faaaaaaa-Q Faaaaaaa-Q is offline

    Pleasanton, CA
    United States

    Posts: 561
    Joined: Nov 05

    Jul 14th, 2007 (7/14/2007 6:40pm) in reply to Johnny Mojo

    I also am in the same boat.. I signed up for a 50 dollar sit and go, when I got back on the site, I was blinded for about 20 mins... I was also in the middle of the midnight maddness tournament where I lost about 1/3rd of my stack.

    I have sent 2 emails and no response yet.

    I was unable to log on for about 45 mins.. Do they expect me to sit at my CPU for an hr and keep trying to get in???
  15. MUPokerPlayer MUPokerPlayer is offline

    MO
    United States

    Posts: 17,488
    Joined: Feb 05

    Jul 14th, 2007 (7/14/2007 7:05pm) in reply to Johnny Mojo

    i said i was not satisified w/ only a $26 tourney chip, that I got screwed out of $100s of dollars and potentially thousands, that i had a big stack when 90% of players started having disconnection problems, and i demanded to be paid out in proportion to my chip stack at the time of the disconnection. I requested that they forward my email to their management. It took awhile (maybe 1 or 2 weeks?) but I got what I deserved.
  16. Faaaaaaa-Q Faaaaaaa-Q is offline

    Pleasanton, CA
    United States

    Posts: 561
    Joined: Nov 05

    Jul 14th, 2007 (7/14/2007 7:08pm) in reply to Johnny Mojo

    I just sent a 3rd email, I have never had a problem with full tilts customer service ever till now.

    Not even a singe response after 2 emails!! this will be my 3rd email in 3 days.

    FTP Doug, can you assist?

    -----------------------------------------------------------------------------

    Hello,

    This is my 3rd email regarding this subject and I would please like a response this time. I have been with your site exclusively since JAN of 2004. Im a very loyal and contributing customer and have never had a problem with customer service till now.

    There was an outage 3 nights ago. I was in the middle of the 10+1 midnight madness tournament when I got disconnected AND was registered in a 50+5 sit and go. The site went down . .. I sat at my CPU for about 30 mins after the outage and tried to log back on and just gave up after that. (Unable to connect).

    Normally when your site goes down the tournaments are cancelled and refunds are issued. 45 mins I reconnected to see if it was up so I could start a new game, and To my surprise, I had been blinded in BOTH tournaments and they were still going! Players were stealing blinds of others that have not re connected yet. I lost about 1/3rd of my stack in the midnight madness tournament due to the outage, and eventually busted out..

    In the 50-dollar sit and go, I was able to play, however it was already in progress and the same thing happened there. I was blinded for over 20 mins. The blinds were at 20/50 when I was able to reconnect.

    I am expecting refunds from these tourneys as you have normally done in the past when there is an outage,

    I look forward to hearing from you
  17. Johnny Mojo Johnny Mojo is offline

    Las Vegas, NV
    United States

    Posts: 364
    Joined: Nov 06

    Jul 14th, 2007 (7/14/2007 7:46pm) in reply to airedale05

    Sometimes Love is a cruel mistress.

    Peace
    Thread Starter
  18. King10Sooted King10Sooted is offline

    Posts: 458
    Joined: Sep 05

    Jul 14th, 2007 (7/14/2007 7:58pm) in reply to Faaaaaaa-Q

    I have been waiting to hear from FTP support for 5 days now. I got one e-mail back from them after 4 days. But after replying to that still havent heard anything . Has nothing to do with the disconnect. I cant even play on FTP and im not sure if i really want to after all the storys im hearing.
  19. Faaaaaaa-Q Faaaaaaa-Q is offline

    Pleasanton, CA
    United States

    Posts: 561
    Joined: Nov 05

    Jul 15th, 2007 (7/15/2007 12:54am) in reply to Johnny Mojo

    going on 4 days now, still no response
  20. STUEYUNGER STUEYUNGER is offline

    Vananda
    Canada

    Posts: 128
    Joined: Jul 07

    Jul 15th, 2007 (7/15/2007 1:09am) in reply to King10Sooted

    I hear alot of bad stuff about support at FTP on many forums so thats it then my first deposit will be at pokerstars and im glad i read all the forums before deciding where to deposit,good luck with your issues guys.
  21. Johnny Mojo Johnny Mojo is offline

    Las Vegas, NV
    United States

    Posts: 364
    Joined: Nov 06

    Jul 15th, 2007 (7/15/2007 12:04pm) in reply to MUPokerPlayer

    Thanks for the advice MU, obviously persistence pays off..

    Peace
    Thread Starter
  22. fetaman fetaman is offline

    Holy See (Vatican City State)

    Posts: 3,259
    Joined: Oct 06

    Jul 15th, 2007 (7/15/2007 12:29pm) in reply to Johnny Mojo

    Major drag Johhny - hope you nail some kind of resolution - I know the FTP support can be a challenge in the best of circumstances, what is amazing to me, is that from a mathematical and empirical perspective, should be easy to drive an equation to considers gross % of disconnects, and then splits pool or buy-ins relative to chip stack - why this has not happened yet, clearly a function of net return for the site - gl though - may the poker gods reward your perseverance.

    fetaman
  23. ftpdoug ftpdoug is offline Official FTP Rep

    Dublin
    Ireland

    Posts: 688
    Joined: Jun 06

    Jul 15th, 2007 (7/15/2007 12:36pm) in reply to fetaman

    We have a lot of players guys, it takes time. We are more than fair in these situations, but patience is required.
  24. xTEDFORRESTx xTEDFORRESTx is offline

    Bucharest
    Romania

    Posts: 2,213
    Joined: May 07

    Jul 15th, 2007 (7/15/2007 1:00pm) in reply to ftpdoug

    OP: 7/13/2007 13:01 -- from tournament the previous night.
    FD: 7/15/2007 11:36 -- it takes time, have patience.

    How much time and patience does it take for what should be a standard business process?

    The field gets massively disconnected from tourneys quite regularly, this should be a cut-and-dried process. One that doesn't require emails and gets a quick resolution, as opposed to a 3 day delay in saying "have patience". Has FTP non-support even responded or acknowledged the initial emails yet?

    Oh, I forgot. Getting things like this "straightend out" does not immediately contribute to the FTP bottom line. You are right. This takes time, have patience suckers.
  25. Johnny Mojo Johnny Mojo is offline

    Las Vegas, NV
    United States

    Posts: 364
    Joined: Nov 06

    Jul 15th, 2007 (7/15/2007 2:22pm) in reply to ftpdoug

    Hi Doug,

    I have tons of patience, but since most of us have had no correspondence regarding this matter we had no way of knowing that FT was working on this.

    I appreciate your letting us know that FT is going to work out a fair remedy for the massive disconnect problems of 7/13/07.

    Peace
    Thread Starter
  26. HighH2oDrifter HighH2oDrifter is offline

    Bridgeport, OH
    United States

    Posts: 134
    Joined: Jan 07

    Jul 15th, 2007 (7/15/2007 8:12pm) in reply to Johnny Mojo

    I got the standard automated reply..........Nothing specific but it did say they were dealing with a lot of emails/support issues at the time.........Hopefully soon
  27. HighH2oDrifter HighH2oDrifter is offline

    Bridgeport, OH
    United States

    Posts: 134
    Joined: Jan 07

    Jul 15th, 2007 (7/15/2007 8:23pm) in reply to HighH2oDrifter

    Thank you for contacting Full Tilt Poker Support.

    This is an auto-generated message to confirm we have received your
    email, and a representative will respond to your inquiry. We apologize
    in advance for the delay as we are currently receiving an exceptionally
    high volume of emails and will answer each one as quickly as possible.

    Rest assured that Full Tilt Poker is committed to continuing our
    services to all players worldwide, and we will do our best to address
    your concerns.

    Thank you again for your patience.

    Regards,

    Full Tilt Poker Support

    *Please note, this is an auto-generated email, and no reply is
    necessary.
  28. the_schmenx the_schmenx is offline

    Burgh
    Netherlands

    Posts: 5,194
    Joined: Jan 05

    Jul 16th, 2007 (7/16/2007 12:59pm) in reply to Johnny Mojo

    Has anyone got any kind of real response on this? This is really disappointing.

    <FORM name=frmAddAddrs action=http://address.mail.yahoo.com/yab/us?v=YM&.rand=42283&A=m&simp=1 method=post> </FORM> <PRE><TT><SCRIPT defer type=text/javascript> YAHOO.Shortcuts.hasSensitiveText = true; YAHOO.Shortcuts.doUlt = false; YAHOO.Shortcuts.location = "us"; YAHOO.Shortcuts.lang = "us"; YAHOO.Shortcuts.document_id = 0; YAHOO.Shortcuts.document_type = ""; YAHOO.Shortcuts.document_title = ""; YAHOO.Shortcuts.document_publish_date = ""; YAHOO.Shortcuts.document_author = ""; YAHOO.Shortcuts.hostSpaceId = "97546168"; YAHOO.Shortcuts.overlaySpaceId = "97546169"; YAHOO.Shortcuts.annotationSet = { lw_1184605047_0: { ult: "http://us.lrd.yahoo.com/_ylt=Aj_jniSH70csuO71HvTjNc.4b9AF/SIG=11fn4v5sl/**http%3a//fe.shortcuts.search.yahoo.com/build", ult_hover: "http://us.lrd.yahoo.com/_ylt=AlVaVNWwx5fX7GAGEmoGJGW4b9AF/SIG=11fn4v5sl/**http%3a//fe.shortcuts.search.yahoo.com/build", text: 'http://www.fulltiltpoker.com/systemStatus.php', startchar: 506, endchar: 550, start: 506, end: 550, weight: 1, type: ['shortcuts:/us/instance/identifier/URL'] ,context: "s it as soon as possible. You can view our system status by checking here: http://www.fulltiltpoker.com/systemStatus.php In the meantime, if there is anything else we can help you with, please let"}, lw_1184605047_1: { ult: "http://us.lrd.yahoo.com/_ylt=AmvS1QeLbxkRcvQhbq064CC4b9AF/SIG=11fn4v5sl/**http%3a//fe.shortcuts.search.yahoo.com/build", ult_hover: "http://us.lrd.yahoo.com/_ylt=Ar1zhqNY6M7KKEosjsLCWoC4b9AF/SIG=11fn4v5sl/**http%3a//fe.shortcuts.search.yahoo.com/build", text: 'http://www.fulltiltpoker.com', startchar: 1004, endchar: 1031, start: 1004, end: 1031, weight: 1, type: ['shortcuts:/us/instance/identifier/URL'] ,context: "ays keep this information a secret. Learn, Chat, and Play with the Pros at http://www.fulltiltpoker.com ---------------------------------------------------------------------- Orig"} }; </SCRIPT> </TT></PRE>
  29. Faaaaaaa-Q Faaaaaaa-Q is offline

    Pleasanton, CA
    United States

    Posts: 561
    Joined: Nov 05

    Jul 16th, 2007 (7/16/2007 4:17pm) in reply to Johnny Mojo

    I finally go an automated response regarding the outage after I sent 3 emails 1 per day.

    the auto response basically said it would take another 48-72 hrs

    I got the Email Saturday night at around 10PM so, Im assuming the credits should be issued no later than Tuesday night?
    -----------------------------------------------------------------------------

    Hello Tim,

    Thank you for contacting Full Tilt Poker Support. I apologize for the
    delay in responding to your question. We are currently experiencing a
    high e-mail volume and as such are doing our utmost to assist our
    players as quickly as possible.

    At approximately 2:00 AM ET on July 13th, Full Tilt Poker experienced
    connectivity issues in relation to a major Internet upstream server that
    affected several online sites.

    We are pleased to inform you that Full Tilt Poker is once again
    accessible as the Internet upstream server issues have been resolved. We
    are currently reviewing all players that were affected by this ISP
    outage which can take approximately 48 - 72 hours to complete.

    You can view our system status at any time by checking here:
    http://www.fulltiltpoker.com/systemStatus.php

    We apologize for the inconvenience, and appreciate your continued
    patience with regards to this matter. We're always here to help so
    please don't hesitate to contact us if you are inquiring about any other
    issue; again we assure you that we will address it as soon as possible.

    Regards,

    Dave
    Full Tilt Poker Support
  30. SpreadicuS SpreadicuS is offline plz slowroll

    Santa Cruz, CA
    United States

    Posts: 371
    Joined: Sep 06

    Jul 16th, 2007 (7/16/2007 5:21pm) in reply to Johnny Mojo

    Tracey,

    You did not in any way repond to my email.

    This is insulting and aggravating.

    I in my email stated that.

    I play a high volume and contribute a high amount of rake and tourney fees to full tilt and am a little frustrated that i have not gotten a response from my last six emails to support.

    I was a victim of the power outage last week which caused me to sit out and losr over 1/3 of my stack at the end of a tournament as a result i went from a top-end stack in the 15k to being shortstacked and out early.

    I have a terrific record of final tabling these events and I am frustated that

    1. No one has responded to my requests. (I would rather have no response than a canned one.)
    2. I have not been offered compensation chop based on chip count prior to the crash.
    3. This was a rebuy tourney to get stuck with a finish that was less that I bought in for die to Your Server error is incredibly frustrating

    Is my patronage wanted at full tilt.

    I just want an email back please.

    i hope everyone there is having a wonderful day.

    XXXXXXXXXXXXXXX

    and you responded with..........................<WBR>...

    you personalized another canned response.

    I requested a true response. What is going on over there?

    PLEASE respond with a personal interaction ASAP.
    <SPAN class=q>

    Hello Daniel,

    Thank you for contacting Full Tilt Poker Support.

    At approximately 2:00 AM ET on July 13th, a major Internet service
    provider experienced technical issues that disrupted connection to
    several online sites, including Full Tilt Poker.

    We are pleased to inform you that Full Tilt Poker is once again
    accessible as the Internet upstream server issues have been resolved. We
    are currently reviewing all players that were affected by this ISP
    outage which can take approximately 48 - 72 hours to complete.

    We apologize for the inconvenience, and appreciate your continued
    patience with regards to this matter. We are always here to help so
    please don't hesitate to contact us if you are inquiring about any other
    issue; again we assure you that we will address it as soon as possible.

    You can view our system status by checking here:
    http://www.fulltiltpoker.com<WBR>/systemStatus.php .

    We appreciate your business. If there's anything else we can assist you
    with, please let us know.

    Kind Regards,

    Tracey
    Full Tilt Poker Support

    </SPAN>
     
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