Now. I'm not usually one to gripe about bad service or customer support. These days, I just can't seem to expect good customer support from any company. I get so amazed when a kind, helpful person ever responds with anything that actually helps provide a solution to a problem. So I wasn't expecting much from PartyPoker, especially after all the crap I heard about them. But when I encountered this problem, I just had to get this off my chest. The incompetence of the customer support at PartyPoker is unbelievable. They are far worse than any other incompetent customer support team I have ever come across.
The problem started when my requested hand histories were not arriving. Because PartyPoker limits its requests to 100 hand histories, I have to frequently request them in the middle of play. If the hand histories request does not get processed, then I will have played an additional 20 or so hands before I realize that they are not coming. So if I send out the request again, I will only get the last 100 hands and will not be able to receive the first 20 hands that I played. Confused? I'm sorry I'm not as articulate as the other bloggers. But when I'm pissed, I can't think clearly.
Anyway, here's a few e-mail transactions with PartyPoker's customer service team.
First, my request:
> >I've been requesting my past hand histories yesterday, but I have not
> >received any of them yet. I've requested about 150 to 200 hand
> >but because they have not arrived, I'm afraid I won't be able to view
> >at all. Please send me my past 200 hand histories. Thank you.
> >Dear Stephen,
> >Thank you for contacting us.
> >With reference to your email, we would like to inform you that we would
> >be able to send you 200 hand histories.
> >We apologize for the inconvenience .
> >However you can view your last 100 hand histories by logging on to the
> >lobby and by clicking on My Account on the top left hand corner and by
> >clicking on request hand history.
> >If you have any questions or suggestions, please do not hesitate to
> >our Customer Care Department at any time. We are here 24/7 to assist you
> >via email.
> >Thank you for choosing us as your online gaming site!
> >John M.
> >Poker Customer Care
I left this automatic response at that. Fine. They're lost. I'll get over it. But it happened again.
>PartyPoker has done it again. I've asked for the past 100 hand histories.
>And a few minutes later, I requested 7 more. The 7 hand histories came,
>the 100 did not arrive. Please look into this matter and fix this problem.
>There were numerous times when I wished for a certain hand history and it
>would not be found anywhere even though I've requested it.
>Also, I've noticed that other poker sites allow up to 200 hand histories to
>be requested. Why can't PartyPoker do this as well. It will be easier on
>the patrons such as myself who play a large volume of hands at one sitting.
>We won't be forced to continually request hand histories during the middle
>Thank you for contacting us.
>With reference to your email, we apologize for the inconvenience caused.
>In order to retrieve your last 100 hand histories, just log on to the lobby
>and go to the top extreme left hand corner where you will find My Account,
>just click on that option and you will get a drop box which will give you
>an option called Retrieve Hand History, just click on that and you will get
>the last 100 hand histories.
>If you have any questions or suggestions, please do not hesitate to contact
>our Customer Care Department at any time. We are here 24/7 to assist you
>Thank you for choosing us as your online gaming site!
>Poker Customer Care
Ok, so the only thing this seems to know how to do is tell me how to request hand histories. But that wasn't my problem! Does this idiot think that I don't know how to properly click a button?!
My response back:
"The problem is that by the time I realize that the 100 hand histories I want
are not arriving, I have already played an additional 20 or so hands. So I
can not request for the first 20 or so hands if I can only request 100 at a
time, can I?
I'm not asking you to teach me how to request hand histories. I already
know to do that. I am asking if PartyPoker can extend the 100 hand
histories to 200. Or if PartyPoker can somehow solve these problems some
And of course:
Thank you for contacting us.
"With reference to your email , if you would like to retrieve the latest 20 hand histories, just log on to the lobby and click on My
Account , and when you get a drop box where you need to specify as to how many hand histories you want, just type 20 and click ok.
If you have any questions or suggestions, please do not hesitate to contact our Customer Care Department at any time. We are here
24/7 to assist you via email.
Thank you for choosing us as your online gaming site!
Poker Customer Care"
It's like a one track mind that I'm dealing with here. Customer service at PartyPoker sucks.
If it wasn't for all the plentiful fish and the money I make off of them at Party, I'd be playing somewhere else where the customer service team knows how to actually provide useful information.