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Last Night's Issues - our apology...

Sky_PokerSky_Poker Member Posts: 2,715
edited July 2012 in Poker Chat

Morning all

Let's start by apologising again to those of you who had an issue last night, your patience and even humour seeing the lighter side showed how great the community is.

Thanks especially to 'Dagnamit' who asked if we were going to give cake as compensation! He's inspired us, more on this later...

So we are giving some additional free value today to say sorry to those affected.

First of all, you will notice that we have increased the prize pools on many of our freerolls during the day so that the 12:30pm event is now £100, the 4pm is £100 and the 7pm is £250.

We have also scheduled a special freeroll at 10:30pm which is £500 and zero points entry.
 
You will notice this is private (password protected) and that there are a few hundred people in already. Basically, we've started by pre-entering those people who were in the main and mini events last night which were the two biggest events affected.

We will be adding more people from other events later to save their place. But in the meantime, if you were affected and don't see your alias in the list, you can enter the event using the password 'cake' (thank you Dagnamit!). We'll work on trust with this one.

We hope most of you can make these games throughout the day. Just one thing to be aware, if people choose not to turn up to the 10:30pm event and do not deregister, they will be sat out. Unfortunately this cannot be helped as we wanted to save them a place. However, their chips will be in play and there for the taking from others. If you are unable to play, we'd be grateful if you could deregister to help reduce the number sat out.

Thanks again for your understanding and patience.

Sky Poker
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Comments

  • gb2408gb2408 Member Posts: 31
    edited July 2012
    What went wrong? I asked in another thread but it was closed saying refer to this thread but it doesn't give details.
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  • Sky_PokerSky_Poker Member Posts: 2,715
    edited July 2012
    In Response to Re: Last Night's Issues - our apology...:
    What went wrong? I asked in another thread but it was closed saying refer to this thread but it doesn't give details.
    Posted by gb2408
    A few tournaments did not start correctly last night.

    It was a technical issue which has been fixed.
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  • logdonlogdon Member Posts: 1,777
    edited July 2012
    In Response to Re: Last Night's Issues - our apology...:
    In Response to Re: Last Night's Issues - our apology... : A few tournaments did not start correctly last night. It was a technical issue which has been fixed.
    Posted by Sky_Poker
    I had a Disaster the night before ......  can I have your cake and eat it.?    only asking.!  Hugs. xx
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  • GlenelgGlenelg Member Posts: 6,627
    edited July 2012
    In Response to Last Night's Issues - our apology...:
    [QUOTE. Just one thing to be aware, if people choose not to turn up to the 10:30pm event and do not deregister, they will be sat out. Unfortunately this cannot be helped as we wanted to save them a place. However, their chips will be in play and there for the taking from others. If you are unable to play, we'd be grateful if you could deregister to help reduce the number sat out. Thanks again for your understanding and patience. Sky Poker
    Posted by Sky_Poker

    Think of it as extra slices?? ;-)

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  • gooligangooligan Member Posts: 43
    edited July 2012
    I'm sorry but is this a wind up?
    A couple of extra quid on a few free rolls and an extra tourney
    that is on so late most folk will be in bed,imagine getting to the final
    table at 3am and having to be up for work at 5.
    As usual Sky customer care is appalling to your average punter,they only look after the high rollers,throwing points at them for playing cash games.
    I had entered a timed tourney,I couldn't connect to my table despite having a download speed of 12 gig,by the time I got connected the tourney was over.
    Pffftttt.
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  • Sky_PokerSky_Poker Member Posts: 2,715
    edited July 2012
    In Response to Re: Last Night's Issues - our apology...:
    I'm sorry but is this a wind up? A couple of extra quid on a few free rolls and an extra tourney that is on so late most folk will be in bed,imagine getting to the final table at 3am and having to be up for work at 5. As usual Sky customer care is appalling to your average punter,they only look after the high rollers,throwing points at them for playing cash games. I had entered a timed tourney,I couldn't connect to my table despite having a download speed of 12 gig,by the time I got connected the tourney was over. Pffftttt.
    Posted by gooligan
    Hi Gooligan

    We can assure you that this is not a wind up and that the tournament will be over hours before that.

    We also care about all customers, so if you feel there is something we can help with, please contact our customer care team and they will certainly help you.

    Thanks
    Sky Poker
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  • Sky_PokerSky_Poker Member Posts: 2,715
    edited July 2012
    In Response to Re: Last Night's Issues - our apology...:
    In Response to Last Night's Issues - our apology... : [QUOTE. Just one thing to be aware, if people choose not to turn up to the 10:30pm event and do not deregister, they will be sat out. Unfortunately this cannot be helped as we wanted to save them a place . However, their chips will be in play and there for the taking from others. If you are unable to play , we'd be grateful if you could deregister to help reduce the number sat out. Thanks again for your understanding and patience. Sky Poker Posted by Sky_Poker
    Think of it as extra slices?? ;-)
    Posted by Glenelg

    That's one way of looking at it! Thanks Glenelg.
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  • gooligangooligan Member Posts: 43
    edited July 2012
    In Response to Re: Last Night's Issues - our apology...:
    In Response to Re: Last Night's Issues - our apology... : Hi Gooligan We can assure you that this is not a wind up and that the tournament will be over hours before that. We also care about all customers, so if you feel there is something we can help with, please contact our customer care team and they will certainly help you. Thanks Sky Poker
    Posted by Sky_Poker

    Would you like to have a wager on that?
    A £500 free roll with hundreds of runners is going to last hours.
    I tried customer care last night and got nowhere,no call back, no email,nothing,all I got was "were looking into it"

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  • Sky_PokerSky_Poker Member Posts: 2,715
    edited July 2012
    In Response to Re: Last Night's Issues - our apology...:
    In Response to Re: Last Night's Issues - our apology... : Would you like to have a wager on that? A £500 free roll with hundreds of runners is going to last hours. I tried customer care last night and got nowhere,no call back, no email,nothing,all I got was "were looking into it"
    Posted by gooligan
    Hi Gooligan

    Would you like us to arrange somebody to contact you?

    Thanks
    Sky Poker
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  • dtm75dtm75 Member Posts: 263
    edited July 2012
    I think a 10:30pm freeroll, entering everyone affected 1000+ runners is a very nice gesture and Sky Poker don't need to do it.  However, the realities are that it ruined a lot of people's evenings (mine included, and yes I am that sad), being sat on the phone and studying community/table(s) for updates, not wanting to miss anything for 2+ hours.

    A freeroll, which I for one and others probably won't/can't play doesn't really compensate them.  Need to come in the top 100 to get 70p for example.  Feels slightly inadequate to me.

    I'd liken the experience to going to a gig/for a meal where it's a terrible experience or evening ruined.  You perhaps should get the original paid for goods, for free? 

    As I mentioned on another thread, think the communication could be almost infinitely better, but am sure if anything like this happens again, they'll be much better prepared and learn from this.

    On another note, today's communication/responses have been excellent.
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  • SlykllistSlykllist Member Posts: 2,888
    edited July 2012
    In Response to Re: Last Night's Issues - our apology...:
    In Response to Re: Last Night's Issues - our apology... : Would you like to have a wager on that? A £500 free roll with hundreds of runners is going to last hours. I tried customer care last night and got nowhere,no call back, no email,nothing,all I got was "were looking into it"
    Posted by gooligan
    gooligan, you may not be fully awre of the circumstances.  There were problems with all tournaments last night after about 7.45pm (I think) and most were cancelled, where this happened a refund was issued so I would imagine that you are not out of pocket for the timed tournament which you entered - Sky will be able to clarify on this far better than me.
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  • j3onoj3ono Member Posts: 2,073
    edited July 2012
    did we get poker points?  bonus
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  • DoubleblowDoubleblow Member Posts: 47
    edited July 2012
    I've asked a question with your support and still not got an answer - what happens with satellites? I satellited in for a £2 stake plus rake in to the £11 plus rake £2000 BH tounament scheduled for 8:15 last night which did not take place.
     
    Presumably, as the satellite completed succesfully the players who didn't qualify won't get their stake back.

    This means I am expecting to get £11 plus rake refunded to my account. 

    At this point in time I am £2.40 down with no refund of any description.

    Will my expectation be met and if so, when? 
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  • MrTurner6MrTurner6 Member Posts: 19
    edited July 2012
    Pretty happy with this response, got my money back and a free chance to play for some more. Woulda just liked a bit more real time information last night on what was occuring but thanks for the freeroll sky.
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  • gooligangooligan Member Posts: 43
    edited July 2012
    In Response to Re: Last Night's Issues - our apology...:
    In Response to Re: Last Night's Issues - our apology... : Hi Gooligan Would you like us to arrange somebody to contact you? Thanks Sky Poker
    Posted by Sky_Poker
    I arranged this last night and I'm still waiting but I wont hold my breath.
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  • FCHDFCHD Member Posts: 3,178
    edited July 2012
    While I appreciate the troubles that Sky had last night, and that they've put on a late night freeroll tonight, I feel it would have been better to have scheduled that for next Monday as a lot of the players inconvenienced were DTD players.

    Good luck anyone on my table in the freeroll tonight as I will be "Away" - I don't/can't play on Tuesdays and anyway a tournament starting at 10:30 is far too late for me.
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  • DoubleblowDoubleblow Member Posts: 47
    edited July 2012
    My vote for funniest comment on the night was this post:

    Just made notes on players at my table "Very tight, havent played a hand in 1hr and a half"
    Posted by s2db2dk2ds
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  • gooligangooligan Member Posts: 43
    edited July 2012
    In Response to Re: Last Night's Issues - our apology...:
    In Response to Re: Last Night's Issues - our apology... : gooligan, you may not be fully awre of the circumstances.  There were problems with all tournaments last night after about 7.45pm (I think) and most were cancelled, where this happened a refund was issued so I would imagine that you are not out of pocket for the timed tournament which you entered - Sky will be able to clarify on this far better than me.
    Posted by Slykllist
    The problems started well before 7.45.
    I didn't get a refund,the tourney played out as some players managed to get connected quicker than others,nicked all the blinds and ended up in profit and Sky kept the rake,now you tell me if I'm out of pocket or not.
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  • Sky_LeeSky_Lee Member Posts: 952
    edited July 2012
    Hi Doubleblow,

    I can arrange to have you registered into tonight's 9.30pm £2k Bounty Hunter, or if that is not a suitable night, i can do it for another night?

    Regards
    Lee
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  • losthornetlosthornet Member Posts: 15
    edited July 2012
    In all fairness I gave up my evening yesterday to play the 1200 b/h - was unable to do so, had to hang about/check the forums to find out what to do in order not to risk losing my stake. I think it would be nice to freeroll everyone in to the same tournaments they struggled with last night for next week.

    The chat box was constantly scrolling adverts for other games, so why no ackknowledgement of a problem in their? - Lots of players probably didn't know to check the forums (for the sketchy at best info) and would have wasted time trying to contact CS - which naturally would have been a real hassle for CS having to moderate all the angry customers.

    This situation was very poorly handled.
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