Alan Williamson

PartyPoker Customer Support is top notch

Last night I was playing a Sit'n'Go tournament when the client software crashed and restarted.  Normally, it goes back into the table again and you can pick up where you left off.  Now I say normally but in reality it has only ever crashed a couple of times, and once I accidentally closed the window myself.  However, of late, ever since their latest client update, the software has been complaining of "Out of Memory" problems.

After the crash last night, I couldn't get back in, and emailed their customer support immediately with the error code and the table number.  One of their customer service people got back to me with this response:

-------- Original Message --------
Subject: Reply from PartyPoker.com [#6139830]
Date: Sat, 2 Dec 2006 22:28:58 -0500 (EST)
From: info-at-partypoker.com
To: myemailaddress

Dear Alan,

To solve the problem that you are facing I request you to do a disk clean up and then restart your computer. Follow the steps below to do Disk Cleanup.
 
1. Close all the programs.

2. Click on Start -> All Programs -> Accessories -> System Tools and then on Disk Clean up

Once the Disk cleanup starts check all the check boxes shown and click on the "Start" button. After the disk cleanup is done, you will be taken back to the desktop.

If the problem still persists then please write back so that we can help you better.

WTF? Disk cleanup program? Usually they are so good, this is obviously a fob-off-the-customer-and-if-he-comes-back-i'll-pass-him-to-some-else type of response.  Not accepting this in any way relevant I emailed them back insisting they get their house in order and do not insult my intelligence with a completely useless support email.

Fortunately, the chap that answered this time was far more on the ball, apologised for that useless email, gave me a set of real steps to follow and then had the decency to credit my account $10 for the trouble.  The $10 credit was most welcomed, but not necessary, the second chaps email was more than enough as it showed respect for the client and a real effort to fix it.

So PartyPoker, on the whole, I salute you. 

Incidentally, I took the second chaps advice, worked beautifully, and proceeded to win my Sit'n'Go with a spectular set of moves. 

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