Full Tilt customer service

I emailed full tilt recently because an item I purchased from the full tilt store arrived broken. I was wondering how long on average does full tilt's customer service take to respond to an email?

About 4 months... give or take....

Nah, expect to wait roughly 24 hours.

oops i clicked the wrong sub forum. If I could get some help from an admin moving this to poker rooms.

Just keep e-mailing them, it will make them respond quicker. Has always seemed to work for me and I have always got a response within hours

their usually pretty good at responding within 2 days.

three days and still no response. Any suggestions other than keep emailing them?

It has been a week now with now response, and me emailing them daily. My email was not rude or anything like that, Today I added this to the email "It has been a week since I first emailed you and I have not had a response yet. This is unacceptable customer service in my opinion. If I can not get some assistance here I may consider taking my business to another site." I sent the email at 1:12:50. I got a response at 1:25:03, saying the have to talk to their distributor as the reason for the delay.

I'll give them a little more time, but this is starting to sound like they are just giving the the run around until I give up.

mate like your wolf

can you send me the pic

want it as avatar at pokersites

wolfie, just go to google, then search for wolf under images, it shows up on the first page.

I just received a second email today asking for the serial number on the camcorder, so hopefully this means I can get a replacement camcorder or refund of my points here soon. Amazing no emails for a week, then I threaten to stop playing, and I get two emails in less than two hours.

Does this mean your going to post a video of yourself when you get the new
camcorder :P

Full Tilt support is the worst

I would love to post a video of myself here and scare some kids, so lets hope I can get a replacement soon.

I was sent a link for a prepaid return label, so as soon as I can print that out I can send the busted camcorder back and continue to keep fingers crossed.

I put the package in a ups drop box to send back. With it being the weekend and Monday being presidents day, I probably will not hear from full tilt until Wednesday at the earliest.

Hi, I admittingly haven't read this whole thread but I did skim it. A couple things of note.

1. Don't email them every day on the same issue.
a. This should be obvious but not only will it not speed up your service, it slows their CS down further for everyone else.

2. Email the specific department.
a. This will cut some time. If you are only emailing support@fulltiltpoker.com when you have a security issue or an issue with the (store, as above) you should just email that department directly.

3. Show some patience, FTP will get it right.
a. I've been a regular at their site for some time now and they are reasonable and fair in all the dealing I've had with them. They will right the wrong. Yes, their CS can be crap, but I'm gonna honestly tell you a trick that worked for me pre-black card: Treat them as people. Be polite, make a non business related comment to open your email (hope you are well after what I'm sure was a busy weekend!) something like that. CS reps are people too and they'll just be more apt to go even further and WANT to help you. I know that's not how it should be, but it is and it's like this in almost any CS related field.
4. Become a black card member
a. lol, I know this is easier said then done but as a BC member I have to say...it's truly awesome. You get replies within the hour.

gl

I have only been respectful in my emails, and I only started emailing everyday after three days(From which I read on this thread was on high end average of response time). After a full week I got frustrated here is my first email(I just sent the same email after the three days). The second paragraph is what I added after a full week had passed. After I added the second paragragh I got a response in 13 minutes. The x's obviously are personal info.

On December 28th, 2010 I, xxx, full tilt name Bruno Wolf, purchased a flip video minohd camcorder from the full tilt store. I received it and when I opened it, the screen was scratched and the device would not turn on. My home address is xxx, and I had the camcorder mailed to xxx, as there would be no one at xxx to sign for the package in the daytime. The order number is xxx. I would appreciate assistance in obtaining a replacement or refund.

It has been a week since I first emailed you and I have not had a response yet. This is unacceptable customer service in my opinion. If I can not get some assistance here I may consider taking my business to another site.


Thank You,
xxx

Today I had a few back and forth emails between customer service. The good news is "Thank you for your email. Shipping address has been forwarded to our
distributor for shipment of new order." Also the original camcorder shown in the full tilt store was a 8GB 2nd generation model. In an email from customer service, they told me I was going to receive an 8GB 3rd generation model .

I will receive the replacement camera tomorrow. Let's hope this one works.

This is wrong to do, they get 500,000 emails a day and they don't need to be spammed and slowing it down for everyone else.

OP i hope this one works..

I got my camera and it turns on! I'm charging the battery now so I will let you know how it works.

Good to hear things are workin out for ya with them.

The battery is charged and is working well.

Here's the video of myself I said I would post. I told you I could scare kids.

Nice! It's good to know that given enough time, FTP does usually come through.

Feels good to have free camcorder, eh? No-deposit poker FTW.

Wolf, I know you have been on a Ferguson challenge for yourself -- how long have you been doing it now? To gather enough FPP for a camcorder must mean at least a few months now?

You should shave dude, or at least trim the 'stache

I've been at the ferguson challenge for a few years. I just can't seem to get past a couple hundred dollars. Also, I only shave when absolutely necessary.

A few years now! What seems to be holding you back in the low hundreds? Are you getting rakeback?

BTW, I dig the beard, and think you should keep it as it is.

No I don't get rakeback. For the longest time I was trying to play like I saw on tv, Before I learned about ev, the gap concept and other winning poker strategies. I am also a br management nit. I have only taken 2 or 3 shots above the 5% rule, none of them have turned out well. Combine that with a night every couple of months where A few bad beats have me steamed, where I go off and lose good chunks of my bankroll.