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grovenor on line

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jayteejack:
Carl you are right about the added value and it is wrong to start slinging around names and as you said you are sure Grosvenor/Rory are working hard to rectify things....
However that is no excuse for bad customer service and treating people like they do not matter. There are situations where people have done good even got knighthoods but that doesn"t excuse their behaviour. I have always told staff good customer service is measured how a tough situation is handled- anyone can give good service when everything is plain sailing.
If anyone of us were in a different environment eg retail and you got treated this way it would be unacceptable.
Minimum a statement should have been made already saying sorry looking into it obviously money back etc...
Also a word from APAT management would also be reassuring. I realise it is not APAT's fault however if you were one of my customers and something went wrong with one of my suppliers I am sure your port of call when looking for reassurance would still be me-The supplier issue should be my problem not yours.
As I said above good customer service is measured on how the difficult ones are managed....at the moment its terrible...on the plus side it can only get better

ayresi:

--- Quote from: fandango on December 05, 2016, 17:03:18 PM ---
Understand people"s frustrations.. although it did not affect me as I was on the rail well before the problems started.

But just for my two penneth..

You will find most sites have technical issues from time to time, PokerStars, Party Poker 888 etc etc being leading providers all have server DOS problems.
Think it"s very harsh to knee jerk calling Grosvenor a bunch of idiots.. APAT have struck up a great relation with them and have as Steve correctly pointed out given some insane added value.

I"m sure Rory will be working hard to compensate those affect by last nights problems apologise on Grosvenor behalf.
I for one are completely satisfied with our sponsors and have nothing but good things to report back once i encountered problems from switching over from old to new G, they went out of their way to help.


+1
--- End quote ---

Chipaccrual:
The problem on Sunday was a network wide issue.

I have been in contact with Grosvenor over the past few days, but for a number of reasons, there was a delay in getting information on what happened on Sunday night.

Grosvenor are looking into refunds where appropriate for the affected players.  The issues were intermittent for some players, longer for others etc.

They have asked me to assure players they are looking into this and will reward players with refunds where appropriate but it may be a few days as it needs to all be processed through MPN (The network).



From my own personal viewpoint, this is the first time we"ve had a problem mid-tourney with Grosvenor.  It occurred around 10pm on a Sunday night (11pm Gibraltar time).  I know players would ideally like instant communication as to what"s going on, and whether the tournament is still going to run (I know I would), but that is not always the possible, and this should not give a negative reflection on either Grosvenor or APAT management.

We will endeavour to ensure all our players are treated fairly and provided with the best poker we can.  Hopefully you all know APAT always looks out for the players.  Where possible, I"ve personally got involved with issues that players have had, and I will continue to do that.

Sunday was a tiny blip on what otherwise has been a successful Season 10 so far for APAT, Grosvenor and most importantly, all the players.



Leigh

Curlarge:
I have to say, that whilst fully understanding players frustrations, and lord knows I would be at the front of the queue here had I still been in, (blatant I busted early brag), I do feel that overall the Grosvenor experience, taking everything into account, has been a good one.

Is it the best platform? Probably not.
Do they reply to complaints urgently? Wherever possible.
Has it worked OK most of the time, for most players? Yes
Does the considerable added value outweigh these "blips". Most certainly YES!!!!

The bigger picture should be looked at, i.e. quality of live venues, added value etc etc...., and bearing this in mind, it has to have been a good move overall.

Sugar_Free:

--- Quote from: Curlarge on December 07, 2016, 13:00:46 PM ---
I have to say, that whilst fully understanding players frustrations, and lord knows I would be at the front of the queue here had I still been in, (blatant I busted early brag), I do feel that overall the Grosvenor experience, taking everything into account, has been a good one.

Is it the best platform? Probably not.
Do they reply to complaints urgently? Wherever possible.
Has it worked OK most of the time, for most players? Yes
Does the considerable added value outweigh these "blips". Most certainly YES!!!!

The bigger picture should be looked at, i.e. quality of live venues, added value etc etc...., and bearing this in mind, it has to have been a good move overall.


--- End quote ---


Agree

I think that had it been a Friday or Saturday night then I doubt it would be a major issue.

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