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Download Client kicked me from a satellite!

shaun84shaun84 Member Posts: 685
edited April 2012 in Poker Chat
After being kicked from the satellite I contacted Live Chat and the girl confidently told me it was a problem with my PC. She had failed to ask me if I was even using a PC. She then went to ask her manager what a 503 Error was and came back to tell me it was an indication of a problem with my PC. Convenient that. I am annoyed that they blame us immediately without checking the most basic of things first. I will now not be playing in anymore tournaments today/tonight and will definitely not be playing in Sundays Super Roller. I can't play in buy-in tournaments of £33 or £110 when the client is not reliable and the Live Chat team blame me before they are in full possesion of the facts. Annoying to see that they don't care about customers and would rather blame us than check what the real problem is. She even tried to say that it was down to my browser, which would be difficult as I use the download client.
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  • spornybolspornybol Member Posts: 8,212
    edited April 2012
    In Response to Download Client kicked me from a satellite!:
    After being kicked from the satellite I contacted Live Chat and the girl confidently told me it was a problem with my PC. She had failed to ask me if I was even using a PC. She then went to ask her manager what a 503 Error was and came back to tell me it was an indication of a problem with my PC. Convenient that. I am annoyed that they blame us immediately without checking the most basic of things first. I will now not be playing in anymore tournaments today/tonight and will definitely not be playing in Sundays Super Roller. I can't play in buy-in tournaments of £33 or £110 when the client is not reliable and the Live Chat team blame me before they are in full possesion of the facts. Annoying to see that they don't care about customers and would rather blame us than check what the real problem is. She even tried to say that it was down to my browser, which would be difficult as I use the download client.
    Posted by shaun84
    not just you with 503 error i keep getting it comiing up, although it has seemed to stopped
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  • kb245kb245 Member Posts: 435
    edited April 2012
    In Response to Download Client kicked me from a satellite!:
    After being kicked from the satellite I contacted Live Chat and the girl confidently told me it was a problem with my PC. She had failed to ask me if I was even using a PC. She then went to ask her manager what a 503 Error was and came back to tell me it was an indication of a problem with my PC. Convenient that. I am annoyed that they blame us immediately without checking the most basic of things first. I will now not be playing in anymore tournaments today/tonight and will definitely not be playing in Sundays Super Roller. I can't play in buy-in tournaments of £33 or £110 when the client is not reliable and the Live Chat team blame me before they are in full possesion of the facts. Annoying to see that they don't care about customers and would rather blame us than check what the real problem is. She even tried to say that it was down to my browser, which would be difficult as I use the download client.
    Posted by shaun84
    try googling 503 error and u will see how much they av fobbed u off.i have posted numerous times about this network error and never got anywhere. like u the usual dim whit replies i get is which browser r u using . DUHH!!
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  • EvilPinguEvilPingu Member Posts: 3,462
    edited April 2012
    Customer care is luck of the draw in my experience. Sometimes you get a really helpful person who sorts everything out straight away, other times it's like appealing to Howard Webb for a penalty at Old Trafford.
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  • GaryQQQGaryQQQ Member Posts: 6,804
    edited April 2012
    I had several 503 errors here over roughly 15 minutes at about 1-30pm, I wasn't playing at the time but had the download running.
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  • shaun84shaun84 Member Posts: 685
    edited April 2012
    In Response to Re: Download Client kicked me from a satellite!:
    Customer care is luck of the draw in my experience. Sometimes you get a really helpful person who sorts everything out straight away, other times it's like appealing to Howard Webb for a penalty at Old Trafford.
    Posted by EvilPingu
    lol @EvilPingu.
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  • shaun84shaun84 Member Posts: 685
    edited April 2012
    In Response to Re: Download Client kicked me from a satellite!:
    I had several 503 errors here over roughly 15 minutes at about 1-30pm, I wasn't playing at the time but had the download running.
    Posted by GaryQQQ
    Same time for me. Between 13:05 and 13:30. They blamed my PC and they said they hadn't had any complaints today about problems.
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  • huuuuumehuuuuume Member Posts: 569
    edited April 2012
    In Response to Re: Download Client kicked me from a satellite!:
    I had several 503 errors here over roughly 15 minutes at about 1-30pm, I wasn't playing at the time but had the download running.
    Posted by GaryQQQ
    +1
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  • shaun84shaun84 Member Posts: 685
    edited April 2012
    They just called me a liar and said that if there was a problem at their end then the call centre would be flooded with calls and it wasn't. What a joke. They are very condescending and talk to you as though you are getting in the way. They are there to help the customer and only give advice if they know it to be correct.
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  • shaun84shaun84 Member Posts: 685
    edited April 2012
    I just phoned in and was passed to the Manager concerned 'Phil'. He then said that I had spoken to them on Live Chat 41 times and that if I didn't think the service was good why didn't I go somewhere else. He then said that HE would consider cancelling my account as I was a nuisance and didn't deserve an account. I am fuming and will be writing in to Sky Bet Head Office. I hope the call was recorded as this is unacceptable. I am a loyal customer and don't think this is the way you should treat customers. Absolute disgrace!!
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  • kb245kb245 Member Posts: 435
    edited April 2012
    In Response to Re: Download Client kicked me from a satellite!:
    I just phoned in and was passed to the Manager concerned 'Phil'. He then said that I had spoken to them on Live Chat 41 times and that if I didn't think the service was good why didn't I go somewhere else. He then said that HE would consider cancelling my account as I was a nuisance and didn't deserve an account. I am fuming and will be writing in to Sky Bet Head Office. I hope the call was recorded as this is unacceptable. I am a loyal customer and don't think this is the way you should treat customers. Absolute disgrace!!
    Posted by shaun84
    you cannot be serious. that is outrageous customer service.
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  • shaun84shaun84 Member Posts: 685
    edited April 2012
    He blatantly said HE would consider cancelling my account. I don't think that 41 times in 3 years is that many. Less than 1 a month. Many of those are duplicates anyway as you often speak to someone and they ask you to try something and then get back to them if it doesn't work. This means that it is way less than 41 times. Plus, I wasn't aware that the number of times you contacted 'Customer Services' was limited. I also wasn't aware that his opinion was the final word on these things. This is a disgrace. I explained to him that most people don't complain when things like this happen because they happen all the time and are usually over within 30 mins. I complained because it kicked me from the tournament and I wanted my money back. Usually it will allow you back in when you re-load the download client.
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  • kb245kb245 Member Posts: 435
    edited April 2012
    In Response to Re: Download Client kicked me from a satellite!:
    He blatantly said HE would consider cancelling my account. I don't think that 41 times in 3 years is that many. Less than 1 a month. Many of those are duplicates anyway as you often speak to someone and they ask you to try something and then get back to them if it doesn't work. This means that it is way less than 41 times. Plus, I wasn't aware that the number of times you contacted 'Customer Services' was limited. I also wasn't aware that his opinion was the final word on these things. This is a disgrace. I explained to him that most people don't complain when things like this happen because they happen all the time and are usually over within 30 mins. I complained because it kicked me from the tournament and I wanted my money back. Usually it will allow you back in when you re-load the download client.
    Posted by shaun84
    but u shouldnt have to keep messing about. re loading and re downloading. on all the other sites i have played on i have NEVER had to do this.if your network connection is no good . its no good .so y does it work ok for everything else?? 
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  • shaun84shaun84 Member Posts: 685
    edited April 2012
    In Response to Re: Download Client kicked me from a satellite!:
    In Response to Re: Download Client kicked me from a satellite! : but u shouldnt have to keep messing about. re loading and re downloading. on all the other sites i have played on i have NEVER had to do this.if your network connection is no good . its no good .so y does it work ok for everything else?? 
    Posted by kb245
    I am so disappointed as I have been on Sky Poker a long time. I participate in all the live shows and play most Main events. It seems like there is a big disconnect between the Sky Poker brand and the Customer services department. I assume they farm it out to a third party in which case they should look into this as I am reticent to play on here anymore. Such a disappointment as the Sky Poker team on 865 have been a real help to me during my time on here. I am house/bed bound so my only interaction with the outside world is usually through the emails I send to the show and the lovely responses they give. I will be sad to leave Sky Poker but  am a principalled man and don't like being told by a jumped up phone clerk that my business isn't needed by his company. Seems like 'Customer service' is the wrong name entirely for the department I got through to.
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  • TINTINTINTIN Member Posts: 1,612
    edited April 2012
    i experienced this error at the same time mentioned above so your not alone n it cant be all our PC's. tbh it done me a favour and saved me money. im cetain i would have thumped someone if my kings were cracked again
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  • shaun84shaun84 Member Posts: 685
    edited April 2012
    In Response to Re: Download Client kicked me from a satellite!:
    i experienced this error at the same time mentioned above so your not alone n it cant be all our PC's. tbh it done me a favour and saved me money. im cetain i would have thumped someone if my kings were cracked again
    Posted by TINTIN
    Your one of many who have experienced the same problem at the same time. We can't all have problems with our PC's at exactly the same time. So annoyed that they had the cheek to call me a liar and then threaten to close my account. Absolutely disgraceful.
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  • pilgrim07pilgrim07 Member Posts: 232
    edited April 2012
    In Response to Re: Download Client kicked me from a satellite!:
    i experienced this error at the same time mentioned above so your not alone n it cant be all our PC's. tbh it done me a favour and saved me money. im cetain i would have thumped someone if my kings were cracked again
    Posted by TINTIN
    +1
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  • shaun84shaun84 Member Posts: 685
    edited April 2012
    In Response to Re: Download Client kicked me from a satellite!:
    In Response to Re: Download Client kicked me from a satellite! : +1
    Posted by pilgrim07
    Thanks for posting Pilgrim. The number of people who have experienced the problem at the same time is growing and growing. They might have believed me if they had seen this page, but, according to him they don't count the forum as a reliable reference.lol
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  • beanehbeaneh Member Posts: 4,079
    edited April 2012
    503 errors are server side errors. This means that they are most likely not problems relatd to your computer. There can be issues inbetween you and the sky servers or sky servers themselves are too busy to take your request at that moment.

    When you get these problems always try loading up bbc news or some other basic site/checking your messaging apps etc to see if you are still online there. 

    Remember that when you phone/contact 'customer services' especially out of hours you are dealing with 'generic sky support', this is not support tailored and working daily with the poker team, they are meant to 'know' about all of skys products and so they will not be well versed in the technicalities of poker and how it all works. Whenever you phone any call centre you always get the usual speals that they are taught, have you turned it on and off yet, have you kicked it, it's your fault etc. 
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  • salazarsalazar Member Posts: 330
    edited April 2012
    I was playing 4 tables of cash at about 1.30 (happy hour) and they all froze for about 5-10 mins. Probably cost me money. It was nothing to do with my internet connection as everything else was working fine. Then after about 10 minutes, everything started working again.

    Weird and annoying. There are many things to like about sky poker but the software looks and problems bring it down.
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  • TommyDTommyD Member Posts: 4,389
    edited April 2012
    Shaun

    Some advice and opinion.

    1)  Everyone got lagged or kicked today at just after 1.15pm I think.  Happy hour is proving to be more popular than expected I think.  I'm sure the techs are on to this one.  If I get any news I'll let you know.

    2)  SkyPoker do not have a dedicated customer care team.  The people on live chat at least cover the whole Sky Betting and Gaming umbrella.  I personally think that they cover even more than this but there is nothing official to say this and it is my own summation only.

    Write up all you have put here and any logs you have from the live chat and put it in a letter to the head bods.  Detail time and date of the phone call (did they tell you they are all recorded?), and put it all across.  Personally I would do this in letter and email form (and put on both I was doing the other).

    Sadly you cannot get any remedy on the forum as the Customer Care team do not monitor this.  I doubt all of the team know of the forum's existence.

    You can find the address to write to to make a complaint quite easily on this site.

    Good luck, and if it all happened as you said I hope you get a result.
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