Ultimate Bet Customer Non Service - what is it worth to keep customers coming back
Well, I have just had the most stressful experience at Ultimate Bet.
First of all, regarding their "all-in protection" that is clearly shown on your account page. It is a half-truth... I found out the hard way that this feature is not available in tournaments; SNG, MTT, etc. The only place you can find this out is not even linked to the notice on the accounts page.
Second, When I got disconnected from a SNG today (the 1st time, it happened twice) my hand (which was just after flop and had a set of 7s) I frantically redialed, got reconnected to find my hand folded and the game was onto the next hand. I could see from chips that I was down what I had bet just before d/c and the person I was HU with had a much larger stack. I was pissed, but kept on going, I could make it up.
A few hands later I flopped a K high flush, went all in and WHAM... d/c-ed! Once again, I got reconnected to find my hand folded before the river had come!!! I was eliminated.
I emailed CS about it and demanded a refund of the $5.50 buy-in. The finally emailed me and told me that I had gotten on before the hand was over so I was outta luck. No refund, and BTW, the all-in is "no longer available in tournaments". Furthermore, thay say that I was only diconnected once and that I had indeed finished that hand (the 1st one). I told them that was not the case, they said in so many words, too bad...no money.
I replied and told them that I was a loyal customer that had, in the past 30 days, deposited several hundred dollars there. I told them that $5.50 to retain a good customer and the promotion I give to them when asked about different poker sites
. Even though it seems to appear that my situation falls outside of thier credit guidlines, it would be a good business decision to simply credit my account the measly $5.50. The answered in one word...NO.
So I went on to bring up to them some odd incidents that I (and others that I had read about) have had when clicking a certain action button (fold) and getting a call instead. No response....
Your thoughts and suggestions as to what to do. I know it's only 5 bucks, but hey, 5 bucks is way more to me than it is to them, yes??
I may have missed some details here, but I am still a bit tilted over this whole thing. If the all-in thing wasn't for tourneys, it should say so very clearly right there with it on the accounts page. Good customer service (suchas at Bodog) would have said "Sorry about this problem, here is your money, but note for future reference that this feature is not..blah blah blah and we will not do this again. thanks for your business etc etc etc...