Full Tilt Support - What do you think

dvdfan

Hello,

I had an issue with Full Tilt Support when the following happened:

Basically i noticed after the 1st 2 days playing that my account was minus $44. Ive only opened my account and only ever played $20+$2 tournies. I use the 2+2 sng spreasheet which keeps tracks of all the tournies i play and the results.

My hard disk stores all my hand histories and after checking the hand histories and comparing them to my sng tracker they add up and show my account should have $44 more than the full tilt balance shows.

You cant check your tourney results on your full tilt account so i had to contact support and get one emailed:mad:
This showed 2 tournaments that i played in that i sat out for the entire tourney's until eventually blinding out in 4th in each.

I also noticed the following interesting things. I was also playing other tournaments at the time which would make it highly improbable that i would be able to multitable yet miss every single hand from only these 2 tournies which my hard drive or sng tracker had no record of yet i was able to play all the other tables successfully.

So i sent a polite email explaining the above and i expected a refund although i didnt ask, being a new customer and all and i got this reply. I hope to get some unbiased opinions on the situation:

Thank you for your reply and the additional information you supplied.

We have re-examined the circumstances and events behind the two Sit and
Go tournaments you have been charged for but which you do not recall
registering. We have never heard of an issue like this before occurring
on our site so we are quite concerned to get to the bottom of it.

First, we can assure you that your computer shows no signs of anomalous
logins, access by a foreign computer or IP address, or any other
indicators that your account has been hacked in any fashion. We have
therefore ruled out the possibility that this mystery is the result of
some external human factor.

Second, we can confirm by the hand histories that for the two
tournaments you do not recall registering, you did indeed 'sit out' for
the entire series of hands which suggests that you did not play in any
way even though you were registered. However, we also note that you
were actively logged in and playing in tournaments that ran concurrently
with the two tournaments in question. When the data is sorted by either
'Time of Registration' or `Start Time of Tournament" it is evident that
there was a great deal of potentially confusing overlap.

We have compiled a small spreadsheet and attached it to this email that
summarizes the circumstances surrounding your tournament experience on
the evening of March 21, 2007. Our records show that you were in seven
over-lapping tournaments starting at approximately 8:15PM GMT. Those
tournaments were all $20 + $2 Sit and Go's, namely - 15284736, 15284826,
15285157, 15285431, 15285286, 15286525 and 15286600. Tournaments #
15285157 and 15285286 are the ones you did not play, although
registered.

There is no way that a player can be registered for a tournament without
the player's own authorization, unless they were satellites, which the
20 + 2 tournaments clearly were not. The registration process requires
the player to confirm their choice three times.

You mention that you have your computer configured in such a way that
the video output goes to two television monitors. It is possible that
the 2 tournaments in question may have been popping up outside the
normal viewing area as a result of a video connection/configuration
issue. We would be pleased to forward this issue to our Technical
Department for their further investigation if you wish.

We regret that there is nothing more we can do for you at this time.
Should you have additional information that you would like us to
consider, please contact us. We can assure you that our game software
does not spontaneously register players in tournaments without their
consent. Satellite tournaments are a different issue, but not relevant
to the issue you have brought to our attention.

Thanks again, and if there's anything else we can help you with, please
let us know.

Regards,

I also would like to note that i explained to them that it is possible i registered for the tournament and then i would wait for the tourney to start while i multitable but my concern is that i dont feel the game window spawned on my computer at any time.

dvdfan

p.s is there any way you can get a log of applications lauched etc through my pc to prove nothing appeared. Btw my 2 monitors work absolutely fine and theres no way just 2 programs would not show up being constantly maximized when its my go yet another 3 tables mazimize correctly

HalfBaked

There has been a few times where a table has not popped up on one of my monitors. It appears in the taskbar at the bottom of the screen and only appears when I click on it and select a monitor. Doesn't explain why you have no record of the HH though.

fabsoul

HH I think would'nt show up if it like stars that your sitting out from the start.
But if you click ok, then sitout again it will.

dvdfan

I emailed then back after the reply saying i was unhappy that i wasnt refunded and they sent me a nice email saying that although they felt that it was more likely a technical issue on my end that they recognised the inconvienience and refunded the 2 games immediately. Very pleased with their response:)

They also confirmed the HH would only show if i played 1 or more hands

RoundTower

there is some problem on Stars (possibly a deliberate one) where if you late reg for a tourney, it doesn't always pop up and you have to go to the tourney lobby and click "take my seat". Possibly something similar on FT?

RoundTower

also, to answer the question I think the support was surprisingly good. FT don't have a reputation for great support but the guy seems to have put a bit of effort into it and a refund is alwas nice.

bohsman

FT seem to have been working on their support, a few posts from FTP people on 2+2 made it clear that they realised they were well behind stars but working on it.

hotspur

Well if they are refunding players who forget to play their tournies I'd say their support is going above and beyond the call of duty now

dvdfan

hotspur wrote:

Well if they are refunding players who forget to play their tournies I'd say their support is going above and beyond the call of duty now

Because the fact i managed to successfully play 5 other tables successfully in and around the time of the 2 in question it was pretty clear that either there was a problem outside both Full Tilt and My Control. It wasnt showing up on my screen otherwise i would have seen 1 of the the 2 of them at some stage as I have 2 monitors and was only 3 tabling max at the time. It was one of those situations where neither I nor full tilt could prove the other wrong, but they could easily have not refunded.

Their response back and forth to my emails was reasonable (maybe a few hours each time) and at least it wasnt a cut and paste repsonse like you get on other sites they took the time to read what i said. I would have settled for 1/2 the refund but they immediately refunded after the email which was great and will keep me a happy customer at least. Credit where credit due

And now theyve introuduced resizable tables....Great