support (or lack thereof)

Posted by bb on Thursday 4th of December 2008 at 6:45 pm;.
Filed Under Rants 

I play online poker at when I have some spare time. Recently in the evenings I have a really lousy connection. Constant timeouts, disconnects etc.

So I tried a quick chat with pokerroom support. I sent them my logs indicating that there was no issue with lobby chat, just in the games etc and I got this gem in reply

You will be pleased to know that the relevant department has got back to us regarding the matter. We have reviewed the details you have provided, as well as the session history and can confirm that you indeed experienced intermittent connectivity issues during the $100,000 Freeroll Day 1C multi tournament on the 12th November.

No shit Sherlock! Thanks for confirming that I wasn’t in some wierd hallucinogenic trance thinking I was timing out left right and frickin’ center.

The same thing has been happening now for some time so I tried again with online support – when I got to the bottom of the problem

These are exact quotes from Trevor – the online support chap I was talking to :

Its due to the amount of traffic on the site.

It is due to the amount of traffic on the site and unfortunately it is one of those problems which occurs worldwide.

You know what Trevor (and pokerroom)? It’s not. It’s a problem when you don’t put money into infrastructure and expect people to put up with it. I was really hoping for Xmas to get $100 to play for real money as a gift. I have played at pokerroom for over a year now, checking it out, making sure I was happy to commit real money to play.

Guess what pokerroom – you’re proper fucked now if you think you’ve got a chance of getting a single cent off me in real money since not one of your agents will confirm that cash games are hosted on servers with a lower load.

I’m a whining crybaby when I lose at anything, but having to fold AA because your site can’t handle traffic means that you are actively costing me money (or would be in a real cash game) because you are too cheap to invest in infrastructure.

Now I realise I am not the bastion of all knowledge that is good and pokery, but if I may proffer this little nugget for anyone who wants to play poker online – at least check that the site can handle the friggin’ loads before you commit real money to it. In this case, that means don’t even bother with

I have emailed linking this site and asking for their feedback. I’ll let you know how I get on.

Edit : This is how bad the connection is tonight.

What a joke

What a joke

And yes, two hands later I got AQs and timed out. Against Mr. AllInAllTheTime to my left … goddamnit. In the end it was unplayable – 20 hands, 7 timeouts, 1 complete disconnect – I quit the game before I had a stroke. And look what cropped up in the client software :

Yep - looks stable to me :/

Yep - looks stable to me :/

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3 Responses to “ support (or lack thereof)”

  1. Susan Kishner on December 4th, 2008 7:15 pm

    I’ve been reading along for a while now. I just wanted to drop you a comment to say keep up the good work.

  2. miray yagen on May 20th, 2009 7:15 am

    pleae help

  3. support – Part II : on July 14th, 2009 10:21 am

    […] mentioned here, I emailed to get their response on the connection issues and asked for their […]

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