titan poker, am i being unreasonable?

[whycantistayawayfromdogs]

This is a chat ive just had with support and she has stopped replying...

Phil: Hi! This is Phill from online Support.

me: Hi what is going on with the servers

me: i was in a 10$ mtt that started at 1245 with 168 entrys

Phil: We are aware of the Server Interruption. Our Specialists are looking into it right now. Eligibility for refunds will be verified and handled by our team. Please allow us some time. Possible Re-schedule of Tournaments will be announced as soon as possible.

me: and now it seems no one can connect to iy

me: t

Phil: If you need any further assistance, please don't hesitate to contact me through the Online Support icon.

me: do you have an ETA of when the servers will be fixed

me: because i dont want to have to sit here just to save my position in the tournament

Phil: Hi! This is Mary from Titan Poker Online Support. How may I help you?☺

me: plus, i hope the refunds will be dealt with relative to how many people are left in the tournament, as in, i dont want 10 dollars back, i want more as 140 people have already been knocked out

me: ? i was talkin to someone else

me: :S

me: the server seems to be down and i was wondering about refunds

them: As mentioned to you earlier, Evan. "Eligibility for refunds will be verified and handled by our team"

me: right okay so should i just forget about the tournament, or should i sit here and wait to see whether it loads up?

them: I'm sorry but I do not have a time line on when the game will resume or re-scheduled

me: right, so what should i do, if i leave the game and it starts up, and i finish out the money, where do i stand then?

them: As I have told you, Evan. Eligibility for refunds will be verified and handled by our team. Please allow us some time. "Possible Re-schedule of Tournaments will be announced as soon as possible. "

me: you arent actually answering my question

me: im not asking about refund

them: Evan, I do not have a timeline on when this server problem will be fixed

them: I told you that already

me: i dont know when its going to be fixed either

them: So it is up to you whether you wan to stay online or not

me: so since im playing on your website and you have taken my 1 dollar fee

me: what is your advice?

them: I don't have a time line Evan. It is up to you

me: does no one make decisions?

me: surely you should either cancel the tournament and distribute the money, or pause it and resume it when the problem is sorted

me: because at the moment, the blinds are just goin in and out on all the tables

me: what does my dollar fee go towards? if it goes towards the running of the tournament, then run it properly...

------------ All i want is a straight answer, yes you should sit and wait, or no, we have cancelled/are going to cancel it. I can see the blinds making the stacks going up and down so the tourny is still running, surely they could pause it while no one can connect. Ahhhhh

[GaF]

Re: titan poker, am i being unreasonable? The problem is (and this applies to most sites) that the support staff dont work for the poker company involved - so they cannot promise you refunds as it's someone elses money .... the people you are talking to are usually represntatives of the network ... as you say, they cannot make decisions - all they can do is fob you off and tell you to email in/wait for other correspondance (which will be dealt with by representatives of the poker room, who can make decisions, or at least are in contact with people who can). iPoker have admitted a fault, so my assumption would be that you would get a settlement from Titan ... anything else would be unreasonable (though if you saw my example with Mansion, where they denied any issues despite 30% of the field being disconnected simultaneously, then you realise it cannot be assumed - though in your case they have acknowledged issues). The "industry standard" settlement is for 50% of the prize pool to be distributed amongst all remaining players and the remaining 50% to be distributed proportionately according to chip stacks. I would expect Titan to do that in this case (based on what you say).