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WTF is up with Poker Stars customer service, deposit issues, tournament whackiness etc.

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  1. brsavage brsavage is offline Spontaneous Benefactor

    Denham Springs, LA
    United States

    Posts: 2,879
    Joined: Jan 05

    Apr 5th, 2009 (4/5/2009 4:11pm)

    Lately any time I deposit there I get a fricking error message and then the money shows up in my account hours and hours later.

    After emailing support telling them that the message states to wait 5 - 10 minutes and then try again - but it's been hours and the deposit is still in limbo - I then get the pleasure of having them send me a wise ass email telling me that maybe in the future I shouldn't wait until the last minute to register for a tournament - (guess expecting deposits to be handled promptly is now our fault, not theirs)

    Then I go to register for the $100 (1R 1AO) tournament, and it CLOSED, saying it was at maximum capacity with 500 or so players....(obv registration was technically still open, it closed before the scheduled start time due to capacity or so it stated)

    Add to all of this the terrible feeder system for the scoop series (hardly any multiple seat feeders, just sng's for the most part). The old stars service team would have acknowledged the concerns/complaints of this and fixed it immediately - not anymore.

    I read an email exchange from a friend who had issues at the final table of a big tournament last week, and it was painfully obvious that Stars attitude towards customer service has declined.

    They make statements that are fairly belligerent to their customers, and just about flat ignored all of the issues being addressed in the complaint letter before finally saying that was the final answer on the matter.

    Maybe it's just me, but it sure seems like the overall attitude of their customer service department has changed, for the worse, and it makes me wonder if they are having severe personell issues or some kind of management change because it sure isn't up to the standards we have come to expect.
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  2. EightLarge EightLarge is offline

    Dayton, OH
    United States

    Posts: 110
    Joined: Jul 06

    Apr 5th, 2009 (4/5/2009 4:43pm) in reply to brsavage

    This is beyond annoying. Was planning on playing the SCOOP $320 today. I rarely have time to play anymore, but was able to clear off today to play and now I have about 9 more minutes before registration closes and the deposit request hasnt went trough. Used to take about a minute, sitting on about 15 minutes now.
     
  3. jesterwords jesterwords is offline

    Posts: 20,676
    Joined: Jan 06

    Apr 5th, 2009 (4/5/2009 5:33pm) in reply to brsavage

    I have not been impressed with the quality of stars support for the past few months now.

    Not that it matters to them what I think, or more importantly, how I perceive how I am treated by them. I am just another number who pays rake. My only recourse is to not play there, which, for the most part, I have not been doing.
  4. bingobango84 bingobango84 is offline

    United States

    Posts: 78
    Joined: Oct 06

    Apr 5th, 2009 (4/5/2009 5:40pm) in reply to jesterwords

    did your problem with depositng get fixed? My deposit got declined, for no reason
  5. DoubleS00ted DoubleS00ted is offline

    PR
    United States

    Posts: 2,050
    Joined: Oct 06

    Apr 5th, 2009 (4/5/2009 5:53pm) in reply to brsavage

    What does depositing mean?
  6. pokerfan X pokerfan X is offline

    United States

    Posts: 456
    Joined: Feb 06

    Apr 5th, 2009 (4/5/2009 7:06pm) in reply to brsavage

    I think in the big picture stars does an incredible job. Most of what you are complaining about can probably be attributed to a company's growing pains. It can't be easy to be getting as huge as they are from a customer basis, especially when your customers are from all over the globe and speak dozens of languages.

    The "belligerent" service emails may well just be innocent statements being made in someone's second language and not their primary one.

    If you are respectful in an email and aren't satisfied with the first response you get, you can simply ask for your issue to be elevated to management. There's some great people on their management team and I have had excellent responses every time I've done that. They always make it right one way or another in the end.

    That said, I do hope they get rid of those revolting "cash just to break even" payouts which help no one. :)
  7. Piloteg Piloteg is offline

    Miami, FL
    United States

    Posts: 82
    Joined: Oct 08

    Apr 5th, 2009 (4/5/2009 8:05pm) in reply to pokerfan X

     
    Originally Posted by pokerfan X View Post

    The "belligerent" service emails may well just be innocent statements being made in someone's second language and not their primary one.

    Except that the email responses you receive are all scripts unless they tell you they have to forward it to the appropriate department.
  8. joe99 joe99 is offline

    Burlington, NJ
    United States

    Posts: 122
    Joined: Jul 05

    Apr 5th, 2009 (4/5/2009 8:26pm) in reply to brsavage

    been having very unusual happenings when depositing. definatately not like stars...
     
  9. carshark carshark is offline

    Myrtle Beach, SC
    United States

    Posts: 184
    Joined: Oct 05

    Apr 5th, 2009 (4/5/2009 9:30pm) in reply to brsavage

    Been waiting for deposit to clear for 5 hours. First one was cancelled after 4 hours, and several emails. I have requested a phone call, as they suggest, 3 times, with no response. Never waited more than 30 seconds for deposits in the past. Bullshit. I hope the overlays kill 'em today.
  10. Donnie2005.2 Donnie2005.2 is offline

    Posts: 1,695
    Joined: Nov 08

    Apr 6th, 2009 (4/6/2009 3:12am) in reply to pokerfan X

     
    Originally Posted by pokerfan X View Post


    The "belligerent" service emails may well just be innocent statements being made in someone's second language and not their primary one.

    I'm leaning towards english being their 5th or 6th language
     
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