I have decided to be kind and refund your rebuy. Don't do it again. Merry Christmas. Posted by Sky__James
Thank you very much. Although I would describe it as being fair rather than kind. I am not certain I did anything in the first place. I hope you atre now completely recovered. Happy new year.
In Response to Re: high roller : Thank you very much. Although I would describe it as being fair rather than kind. I am not certain I did anything in the first place. I hope you atre now completely recovered. Happy new year. Posted by HAYSIE
I'm always surprised that people send an email to Customer Care or use live chat. Might be that it's old fashioned but ringing Customer Care has always seemed the best option to me. If I was hoping to sort out an issue over a sum as large as £500 I would want to speak to someone. I've always been impressed with how Customer Care have dealt with any problems that I've had. Posted by Jac35
+1 to this.
I usually do contact customer care on live chat, and usually they answer within a couple of minutes. I think there is a new feature too where it tells you approx. how long they will be. I have rung on a couple of occasions if I've particularly wanted to speak to someone 'in person' as such. E-mailing would be my least favourite option as you can't guarantee the e-mail reaches the right person, and it certainly would take longer/left 'til the morning imo. But overall I think the SKY Poker customer care is exceptional, and very fair too......
...... and glad to see you are in better health James.
EDIT: ....and glad to see that the mini UKOPS has several different tourneys now. I'm sure when I first looked, it all appeared to be Bounty Hunters, though I noticed a couple of UKOPS numbers were missing. I was going to ask if we could have a Megs Stack and some other Deepy's, and I'm sure the PLOppers would want something too. Thank You
In Response to Re: high roller : +1 to this. I usually do contact customer care on live chat, and usually they answer within a couple of minutes. I think there is a new feature too where it tells you approx. how long they will be. I have rung on a couple of occasions if I've particularly wanted to speak to someone 'in person' as such. E-mailing would be my least favourite option as you can't guarantee the e-mail reaches the right person, and it certainly would take longer/left 'til the morning imo. But overall I think the SKY Poker customer care is exceptional, and very fair too...... ...... and glad to see you are in better health James. EDIT: ....and glad to see that the mini UKOPS has several different tourneys now. I'm sure when I first looked, it all appeared to be Bounty Hunters, though I noticed a couple of UKOPS numbers were missing. I was going to ask if we could have a Megs Stack and some other Deepy's, and I'm sure the PLOppers would want something too. Thank You Posted by MISTY4ME
It would have been good to have been aware of a procedure, that would have helped me get a quick answer.
I was deep in the 15k bounty hunter at the time, and watching the chips dribble away in the high roller, not sure if I could get a refund. Without playing any of the rebuy chips I finished 20th, and 8th got paid around £1350. I was therefore in a sticky situation. I have been given a refund which is fair and for which I am grateful.
However if the cicumstance had been different and I wasnt able to get a refund, I would have watched my chips disappearing, not maximising my position, and costing me £500.
It was frustrating trying to play the bounty hunter, sending emails, and posting on the forum.
The first response was from James this morning.
If customer care dont respomd to emails why dont they? If this happened again what should I do? Sam said last week to contact customer care rather than use the forum. James said today dont use customer care because they will just pass it on to him.
The real problem is that you might expect an organisation like Sky to have an assistant James that can cover for holidays, sickness, and make decisions. This would obviously be preferable to the pretence that Sam was covering when he admitted to not having time to do so.
In Response to Re: high roller : It would have been good to have been aware of a procedure, that would have helped me get a quick answer. I was deep in the 15k bounty hunter at the time, and watching the chips dribble away in the high roller, not sure if I could get a refund. Without playing any of the rebuy chips I finished 20th, and 8th got paid around £1350. I was therefore in a sticky situation. I have been given a refund which is fair and for which I am grateful. However if the cicumstance had been different and I wasnt able to get a refund, I would have watched my chips disappearing, not maximising my position, and costing me £500. It was frustrating trying to play the bounty hunter, sending emails, and posting on the forum. The first response was from James this morning. If customer care dont respomd to emails why dont they? If this happened again what should I do? Sam said last week to contact customer care rather than use the forum. James said today dont use customer care because they will just pass it on to him. The real problem is that you might expect an organisation like Sky to have an assistant James that can cover for holidays, sickness, and make decisions. This would obviously be preferable to the pretence that Sam was covering when he admitted to not having time to do so. Posted by HAYSIE
If you need an urgent response surely phone or live chat would be the preferred option rather than sending an e-mail. Just seems common sense. Customer care will respond to e-mails but it wont be an instant response and if its a non standard poker specific query then it would be passed onto Sam/James etc within the poker team. James said today not to contact customer care because he was now aware of the issue and was resolving it.
The decision to refund was very simple on this occasion as Haysie is a well known customer with a history of good standing and he did not play with the rebuy.
I am going to make a few observations.
The question of whether this was a player error/accident or software glitch has not been addressed.
What if the player was a first timer on sky or one with a less than perfect history. How do we arrive at a decision.
What if the player phones sky. Matter would most likely be referred to poker team and an answer would take time. Player panics as no guarantee he would be refunded and plays chips. He would still seek a refund if he lost.
Plays chips and asks for refund as he did not request rebuy.
This brings me to my main point. This is not a slur in anyway on sky but an issue faced on most poker sites. Poker sites advertise 24hr support but in reality this is not the case. In a casino you have a supervisor around to assisst when an issue arises in card room. In an online card room you have access to people but not necessarily to a decision maker. Haysie could have gone on chat and/or phone and still have to wait for james for a reply.Its strange as this is real time gaming and monies on a large scale.
I have decided to be kind and refund your rebuy. Don't do it again. Merry Christmas. Posted by Sky__James
I really appreciate that you refunded the money in full without a big fuss, particularly in the light of the fact I have finally received a reply from customer care saying they are NOT prepared to give me a refund.
Response via Email (Conor) (18/04/2017 11.35 PM)
Hi Anthony,
Thanks for your E-mail.
After checking this game which you're referring to with the £500 buy-in, we can see that you did stake and play on this table, and we therefore shan't be able to refund you for this unfortunately.
If you have any further queries please do not hesitate to contact us.
The decision to refund was very simple on this occasion as Haysie is a well known customer with a history of good standing and he did not play with the rebuy. I am going to make a few observations. The question of whether this was a player error/accident or software glitch has not been addressed. What if the player was a first timer on sky or one with a less than perfect history. How do we arrive at a decision. What if the player phones sky. Matter would most likely be referred to poker team and an answer would take time. Player panics as no guarantee he would be refunded and plays chips. He would still seek a refund if he lost. Plays chips and asks for refund as he did not request rebuy. This brings me to my main point. This is not a slur in anyway on sky but an issue faced on most poker sites. Poker sites advertise 24hr support but in reality this is not the case. In a casino you have a supervisor around to assisst when an issue arises in card room. In an online card room you have access to people but not necessarily to a decision maker. Haysie could have gone on chat and/or phone and still have to wait for james for a reply.Its strange as this is real time gaming and monies on a large scale. Posted by CxE1
I agree in points - but also Sky really should look to investigate certain issues a little deeper to establish if there are indeed glitches and not player error that while agree is the norm, isn't the case 100% of the time.
Had similar scenario last night -
Bought into a £13 satallite last night, with 3 poeple in, and 20 mins left of late registeration..
unfortunately at the same time i pressed register the 3 people went allin.... this resulted in my being entered into the tournament at the same time as it closed.
The result when looking at the lobby was I was entered, had 2000 chips there, but no way to play or get cash out.
When speaking with support there system stated that I'd gone all in even though I hadn't been seated or played a hand, and the 2000 was still visible in the lobby.
Support stated that I'd gone in according to the software - I did get the money back as a favour this one time but they may not do this next time ... and stipulated that is was my fault and really didn't entertain the fact it could have been their mistake.
The issue I have is the fact there is little serious recourse in getting the software/techical team to resolve glitches..
In Response to Re: high roller : I agree in points - but also Sky really should look to investigate certain issues a little deeper to establish if there are indeed glitches and not player error that while agree is the norm, isn't the case 100% of the time. Had similar scenario last night - Bought into a £13 satallite last night, with 3 poeple in, and 20 mins left of late registeration.. unfortunately at the same time i pressed register the 3 people went allin.... this resulted in my being entered into the tournament at the same time as it closed. The result when looking at the lobby was I was entered, had 2000 chips there, but no way to play or get cash out. When speaking with support there system stated that I'd gone all in even though I hadn't been seated or played a hand, and the 2000 was still visible in the lobby. Support stated that I'd gone in according to the software - I did get the money back as a favour this one time but they may not do this next time ... and stipulated that is was my fault and really didn't entertain the fact it could have been their mistake. The issue I have is the fact there is little serious recourse in getting the software/techical team to resolve glitches.. Anyway - good luck Posted by nmongoosez
I would swear that I did not click any rebuy button.
In Response to Re: high roller : +1 to this. I usually do contact customer care on live chat, and usually they answer within a couple of minutes. I think there is a new feature too where it tells you approx. how long they will be. I have rung on a couple of occasions if I've particularly wanted to speak to someone 'in person' as such. E-mailing would be my least favourite option as you can't guarantee the e-mail reaches the right person, and it certainly would take longer/left 'til the morning imo. But overall I think the SKY Poker customer care is exceptional, and very fair too...... ...... and glad to see you are in better health James. EDIT: ....and glad to see that the mini UKOPS has several different tourneys now. I'm sure when I first looked, it all appeared to be Bounty Hunters, though I noticed a couple of UKOPS numbers were missing. I was going to ask if we could have a Megs Stack and some other Deepy's, and I'm sure the PLOppers would want something too. Thank You Posted by MISTY4ME
In Response to Re: high roller : I would swear that I did not click any rebuy button. Posted by HAYSIE
I dont know how rebuy works as i do not nrmally play a rebuy tourny. When you click on rebuy does it ask you to confirm ? If not, this should be considered.
In Response to Re: high roller : I dont know how rebuy works as i do not nrmally play a rebuy tourny. When you click on rebuy does it ask you to confirm ? If not, this should be considered. Posted by CxE1
If you are playing a Friday rebuy where multiple rebuys and an add on is available, then they are done by clicking the appropriate box in the cashier tab, once clicked a confirmation that arrives on the table needs to be clicked to confirm.
When only one rebuy is available I think that only the box on the table has to be clicked, therefore only one click.
In Response to Re: high roller : If you are playing a Friday rebuy where multiple rebuys and an add on is available, then they are done by clicking the appropriate box in the cashier tab, once clicked a confirmation that arrives on the table needs to be clicked to confirm. When only one rebuy is available I think that only the box on the table has to be clicked, therefore only one click. Posted by HAYSIE
There is good reason why there is a confirm box. Protects both customer and business in equal measure and whether 1 or many re buys it should be standard. This may require an update in software which is very unlikely to happen anytime soon.
I dont know how rebuy works as i do not nrmally play a rebuy tourny. When you click on rebuy does it ask you to confirm ? If not, this should be considered.
I dont know how rebuy works as i do not nrmally play a rebuy tourny. When you click on rebuy does it ask you to confirm ? If not, this should be considered.
In Response to Re: high roller : There is good reason why there is a confirm box. Protects both customer and business in equal measure and whether 1 or many re buys it should be standard. This may require an update in software which is very unlikely to happen anytime soon. Posted by CxE1
I think that where you have a tournament that allows multiple rebuys you will have a request button under the cashier tab. This button will be used to request a rebuy where you still have chips. This request produces a confirmation on the table that you must click prior to receiving the chips.
Where you have completely run out of chips, only the confirmation on the table needs to be clicked. In this instance you will be given a limited amount of time to do this as you are obviously holding the table up.
We will see a similar system on a Sunday now that a single rebuy has been introduced to the Major.
Comments
Customer care will respond to e-mails but it wont be an instant response and if its a non standard poker specific query then it would be passed onto Sam/James etc within the poker team.
James said today not to contact customer care because he was now aware of the issue and was resolving it.