Laurent has been nothing but sincere and apologetic I must say.
Very proffessional and I wish to emphasize that point.
Jen is missing the entire point of my post and I have explained in IM the following to her but I will again for engineer and all with curiosity about what happened. She has had this combative approach and tone with me the entire time and is too anxious to deflect blame rather than help with the problem.
The reason I am mentioning the support is that Originally when I filed the paperwork with Jen to have this League ran she told me I would be recieving my own page and that everything would be taken care of, to go ahead and have the players download and it would be ready. 3 days before the League was to start I began to become concerned that it was not finished and attempted to get Jen on IM and Phone. The phone system just kept hanging up on me and nobody answered it at Casino Partners…Now this very well could be for a number of reasons, but it is odd that I could not leave a voice message. This same thing went on for a few days and I had Icq and MSN IM open hoping to make contact (in the meantime I was able to finally leave a voice message after multiple attempts). Finally on the Morning of the day the League was to start I finally contacted Jen on IM and was subsequently told that NOTHING had been done yet and then was asked why I didn’t tell her sooner (lol):wow: . Basically the blame for this was attempted to be placed on me. Anyways, the page got made, the league was up and all seemed as though it would be ok even though I spent the entire day Emailing, Pming and messaging players that the league was still going to go on as planned and not to worry…
Now for the PLAYER support problem… I started recieving messages from players that they were unable to Deposit using Neteller and that the live chat support was not understanding that the Americans could not use credit cards. I also recieved messages that some players were totally unable to access or register for that nights tournament. I have no idea what was happening with that.
When I investigated I noticed that there was a “minimum 15 Player” rule in effect even though this was a $20 buy in. This still should not have been any problem but since the new signups could not deposit and some of the current titan players could not register it was becoming a major problem for me. I called the phone support many times and never got an answer, so I tried live chat with no answer. Finally when there was 20 minutes to go before the tournment was to start I made contact via live chat. At this point the staff told me to deposit using a cc. I explained (as all the other American Players did) that it cannot be done by Americans and he simply kept telling me to use a cc.sleepy.gif I started to feel the frustration that all of my players were feeling:slapface: and asked the support to change the 15 player limit because it was going to get cancelled and the staff told me to hold……. and came back 2 minutes after the tourney was cancelled and told me “Im sorry your tournament will be cancelled if you do not get 15 players”. LOL.:rolleyes:
During this time I tried to contact Jen also (I wasn’t sure if she could help at this point but was willing to try) and she was unavailable, which I don’t blame her for of course, she could not have known what was happening at that point. What I do not like is that after the fact again Jen tried to put the blame on my players and me rather than Titan software or whatever happened there. Also, I explained to her several different ways that the players could not register or deposit and this totally got by her and she was fixated on the problem being minimum players. It wasn’t an issue if the players that WANTED to play were allowed to. That is where some good support would have really, really made a difference.
It was a total debacle and it left me embarrassed and my players wondering what happened. I had numerous Emails from players telling me that if the league was going to stay at Titan then they would not play any longer – that is how frustrated they were as well. Some of them spent LONG amounts of time trying to register or deposit. That is a very bad experience and my point is that a little support (knowledgable and able support) would have helped GREATLY at that point.
I am now trying to assure players that this type of scenario will not happen again and to not be scared off from playing in my forum league. I am sincerely not blaming any one person. I am simply saying that the support was ineffective.
It is not Jen’s fault and I know that – I am upset at the whole lack of support issue and the way it was handled and I was subsequently spoken to. I realized that I was making an emotional post and that is why I edited it quickly after posting. The facts still remain.