Hilariously incompetent Carbon Poker / Merge Network customer service

[haleylh]

My slightly edited (to redact account details) THIRD online chat regarding my Carbon Poker withdrawal process that doesn't work due to an unknown system problem. This is a hoot, and yes, you can tell I'm losing my patience, but I was not swearing at anyone.

Enjoy the glory of it all...:

-----------------------------------------

Please wait for a site operator to respond. You are currently customer 1 in queue.
Hello, my name is Lena Wellbeck. I'll be assisting you today.
Your reference ID for this chat is LTK1713407910204X. If you need to contact us again in relation to this matter once we have finished chatting, please quote this ID.
Your chat transcript will be sent to [email address] at the end of your chat.

Haley: hello

Lena Wellbeck: Hello!

Haley: I would like you to do a manual withdrawal for me

Lena Wellbeck: Haley, how are you?

Haley: not well, and getting highly irritated

Lena Wellbeck: I cant do the request for you. You must do it from the cashier tab in your account

Haley: That DOES NOT WORK.

Lena Wellbeck: Im sorry to hear that, I know it can be frustrating .

Haley: I don't want to hear that.

Lena Wellbeck: Are you doing it from a regular computer ?

Haley: Yes

Lena Wellbeck: Try changing the browser from Chrome to Firefox or other

Haley: Already tried three browsers -- Chrome, Firefox and IE
Haley: Already... cleared cache, cleared cookies, rebooted, changed password, tried all these things again...

Lena Wellbeck: How much are you trying to withdrawal ?

Haley: originally 300, but now I think I may just close it -- I don't need this sort of runaround

Lena Wellbeck: Haley, try to log out and login again and try again .

Haley: my last customer-support letter from you this morning starts, "Dear Chad..."
Haley: that DOES NOT WORK either
Haley: I have tried from both the client and directly from the web address your CS workers gave me here

Lena Wellbeck: Ok so you are in the main site not the poker software ?

Haley: gah
Haley: I've tried both repeatedly

Lena Wellbeck: I can see you have request withdrawals before. I apologize for the inconvenience .
Lena Wellbeck: However we are not having problems with the system, you should be able to request the withdrawal from www.carbonsports.ag

Haley: Lena, I don't need apologies, I need a constructive solution
Haley: it DOES NOT WORK
Haley: would you like my screen name and password so you can do it for me from your end?

Lena Wellbeck: Haley , you have different accounts. Are you requesting the withdrawal from account [ID Number]
Lena Wellbeck: ?
Lena Wellbeck: In what site are you right now?

Haley: there is only one active account, the one from Carbon Poker with ID [ScreenName]
Haley: I closed the old PDC account (OldScreenName) when you guys got rid of that skin
Haley: it may still exist in your system but it hasn't been played on in something like three years

Lena Wellbeck: Ok, can you type me the exact site you are right now ? The URL please ?

Haley: one minute
Haley: https://www.carbonaccount.ag/withdraw?ticket=ST-[long security code]
Haley: I just opened up the client and selected the "Withdraw" option -- it opened up a browser window with that URL

Lena Wellbeck: What is the username you type when you login ?

Haley: [UserName]

Lena Wellbeck: What is the error that shows ?
Lena Wellbeck: When you click on withdrawal , what is the error that shows ?

Haley: it doesn't show an error -- it just does not accept the login from either location on that screen (there is one in the center and another at upper right)

Lena Wellbeck: My advice is to retrieve the login details to make sure you have the correct password.
Lena Wellbeck: The username is ok [UserName] using the caps

Haley: Your advice is wrong and irrelevant -- I've already reset that on multiple times
Haley: I know my info is correct, thx!

Lena Wellbeck: Ok, you should be able to withdrawal. If you are sure you are not on the poker software and you are doing it from the main site , it should work.

Haley: Wow.
Haley: Let me type this slowly -- "Should" means nothing. It does not work.

Lena Wellbeck: Haley, my advice is to reset the password again. I dont have access to it and if the issue is with the login then something must be wrong .

Haley: Will you quit following your stupid script and have a supervisor join this conversation?
Haley: I reiterate: When I click "Login" from that URL above, it briefly goes to this URL as it attempts to process: https://www.gamingsystem.ag/cca/customerauthn/pl/login
Haley: Then it jumps to this URL, after spitting out the login attempt:
Haley: https://www.carbonaccount.ag/?casinoid=[****]&showMsg=no
Haley: And that is just another login screen

Lena Wellbeck: Please give me a moment .

Haley: Not to mention when I get a customer-support SECOND RESPONSE that starts out "Dear Chad," I know that someone is cutting-and-pasting and not bothering to look into the problem.

Lena Wellbeck: Ok, I just tested something, even though it seems the system doesn't accept the credentials it does . When login click on the sportsbook and you will see the lines available, your name and balance . You then go to the cashier tab and request the withdrawal .
Lena Wellbeck: So when the other screen appears again, just click on the sportsbook tab

Haley: that doesn't WORK. LOOOOL. It re-requests the login when you try to jump back to the "Withdrawal" screen.
Haley: And if you think the password is wrong, how exactly am I opening up the client? It's the SAME PASSWORD.

Lena Wellbeck: Please give me a moment to look into this...

Irod: One Moment please
Irod: Lena was unable to continue with this, I will try to help you

Haley: yeah, she was just throwing her script in my face
Haley: are you a supervisor or did she just go on potty break? :-)

[At this point they chop me off of the chat, apparently too pissed off that I won’t just go away.]

Due to circumstances beyond our control, your chat session has ended. Please chat with us again if we can be of further assistance.

[Corrigan]

Shoutout to anyone willing to read through that wall of text

[Dan Druff]

This is typical. I also had similar discussions with Merge "chat" customer service in the past.

Here are two of them November, 2010. You will see that nothing has changed.

Backstory: I created an account on the Merge network, where there was a $600 deposit bonus.

That's where the fail started.

I found myself with credit card limits of $500/day. So how could I make a $600 initial deposit and get the bonus?

I brought up the customer service chat, and a rep promised me that I could deposit $500 with my credit card and $100 on eChecks, and he would give me the $600 bonus for the whole thing.

I tried that, but various fails occurred.

First, the first-time-deposit bonus code didn't work. He said it was an ongoing issue, but to deposit the $500 anyway, and he'd add it manually. Indeed, that's what he did.

Then I tried the other $100 with eChecks, but it would only let me do $50 until my account was verified.

He promised that I would get the other $100 bonus anyway, but he'd have to email to request it. He said I'd hear back in a few hours. An entire day passed, and I heard nothing. I then tried to play and, after an initial run-up, I busted my account.

I tried to reload (this was early today at about 4am), and I got a message that my 24-hour deposit limit had been reached. Only it had been 30 hours since my last deposit!

I got another rep in chat who told me to wait 3 hours and try again. I did that, and it still didn't work. I got another rep, who told me there must be a problem and that she'd e-mail the right department to fix it within 3 more hours.

Of course nothing got fixed, so after 2 days I wasn't able to redeposit because of that bogus message, and my bonus still wasn't as promised.

So I brought "Ivonne Bailey" into chat, and had the following lulz conversation:


Hello, my name is Ivonne Bailey. I'll be assisting you today.

DanDruff: it says i am past my 24 hour limit for a VISA deposit, but my last VISA deposit was almost 48 hours ago

Ivonne Bailey: Please hold for a moment while I look up your account...

Ivonne Bailey: I can see that you are trying to make a deposit using a MasterCard is that correct?

DanDruff: NO
DanDruff: Visa
DanDruff: The 4*** Visa that I despoited $500 with

Ivonne Bailey: Can you try to log out and log back in, to see if this resets it.

DanDruff: yes i've done it like 10 times today
DanDruff: that doesnt help
DanDruff: i'm not doing it again
DanDruff: i have chatted about this problem all day
DanDruff: please get a supervisor and figure this out

Ivonne Bailey: Unfortunately I do not have a supervisor available at this time.

Ivonne Bailey: Let me take a look.

DanDruff: I was told that you guys were e-mailing early this morning to solve this problem

DanDruff: Obviously nobody really did that

Ivonne Bailey: The thins is that you can only do $500 on 24 hours.

Ivonne Bailey: But that should have expired already.

DanDruff: yes

Ivonne Bailey: That is most likely why you were told this.

DanDruff: so they claimed they were e-mailing for help on this

Ivonne Bailey: I can still send it to be reviewed.

DanDruff: obviously nobody ever replied

DanDruff: even though this was early in the morning

DanDruff: do you have any record of such email
being sent?

Ivonne Bailey: I am sending this to be reviewed.

Ivonne Bailey: Right as we speak.

Ivonne Bailey: I will leave a note on your account so we can keep track of the issue.

DanDruff: IT WAS ALREADY SUPPOSED TO BE REVIEWED

DanDruff: why did the last rep lie to me about that?

Ivonne Bailey: As I mentioned the issue has to do with the 24 hours limit, it should be working now.

DanDruff: and as i mentioned, i had the SAME ISSUE early this morning

DanDruff: and I got the SAME RESPONSE you gave me

DanDruff: that it would be emailed for review

DanDruff: and this did NOT happen

DanDruff: so the last rep lied to me, right?

Ivonne Bailey: I have sent this already.

Ivonne Bailey: The note is on your account.

DanDruff: what about the last rep?

DanDruff: she lied?

DanDruff: why should i have to wait an additional day because someone lied to me?

Ivonne Bailey: It has to do with the fact that by 24 hours after the last deposit the issue should be resolved.

DanDruff: yes i know that, and i already discussed this with another rep this morning

DanDruff: which was ALSO 24 hours after my last deposit

DanDruff: and i was promised it would be reveiwed today

DanDruff: and it was not

DanDruff: so why did the last rep lie about that

Ivonne Bailey: I can only tell you what I can do to make this better.

Ivonne Bailey: I really just want to help you out.

DanDruff: ok here is another question

DanDruff: the first day i depostied $550

DanDruff: $500 on VISA, $50 with eChecks

DanDruff: I tried to deposit more but it would not let me

DanDruff: so i wanted to deposit at least $600 so i get the whole deposit bonus

DanDruff: the guy i talked to in support said he would get me the $600 bonus anyway because i tried to deposit 600 and could only do 550

DanDruff: but he only put 500 on

Ivonne Bailey: The bonus was applied to your first deposit only.

DanDruff: no he promised me i would get it for a few deposits

DanDruff: up to 600

DanDruff: because of my deposit issues

DanDruff: are you telling me that his promise is also out the window?

DanDruff: go back and read my chat logs

DanDruff: i am getting really mad that everyone keeps lying to me

Ivonne Bailey: I have no records of such a bonus.

Ivonne Bailey: The system automatically awards the bonus on only the first deposit.

DanDruff: facepalm

DanDruff: did you read what I wrote?

DanDruff: first off the system awarded nothing

DanDruff: he had to manually put it on because it wasnt working

Ivonne Bailey: You can see the bonus on your Player Admin under bonus exchange.

DanDruff: second i was PROMISED that i woudl get another $100 bonus because of my deposit issues and because i got 550 of the 600

DanDruff: ok you just aren't reading what i am writing

DanDruff: i am tired of this

DanDruff: you are ignoring me

DanDruff: just answering what you want to answer but not my questions

Ivonne Bailey: I am not.

Ivonne Bailey: I am trying to help you out.

DanDruff: really? i said i was promised and you are not addressing that

DanDruff: you are telling me how to look up my bonus, which wasn't what i asked at all

Ivonne Bailey: I have no records of such a bonus offer.

DanDruff: you have no records? READ MY CHAT LOGS FROM 2 DAYS AGO

DanDruff: you are completely useless, i am tired of this

DanDruff: i want a phone # to call support

Ivonne Bailey: Unfortunately we do not have a phone number,

DanDruff: when is a supervisor going to be here? you are clueless and don't listen, so i want to talk to someone with a brain

DanDruff: when will that person be in

Ivonne Bailey: Maybe within 1 hours or so.

DanDruff: what is your problem? do they give you no power to do anything useful?

DanDruff: because you are absolutely refusing to listen to me or solve any of my issues

DanDruff: i am wondering why that is

Ivonne Bailey: I am right here reading what you are telling me.

DanDruff: i realize that you're foreign and don't speak english well, and that Ivonne Bailey is a fake name. But why are you so powerless and unwilling to answer anything I'm concerned with?

DanDruff: I tell you about promises made to me that were broken, and you tell me how to look up my bonus in my account. Does that look like good customer service to you?

DanDruff: If you simply say, "I am empowered to do nothing and don't understand half of what you write," I will be satisfied and end this chat.

Ivonne Bailey: I understand everything you are saying.

DanDruff: Then why aren't you answering any of it.

Ivonne Bailey: I do speak English that is why we have been talking for 27 minutes.

DanDruff: Your name isn't Ivonne Bailey. It is something hispanic or Asian sounding, right?

Ivonne Bailey: I think that is not relevat.

Ivonne Bailey: relevent*

DanDruff: In other words, "Yes."

Ivonne Bailey: Is that relevant to you?

DanDruff: So I brought up that I was promised to get a bonus on $600 after depositing $550, and you answered with telling me that it's only on the first deposit. I asked you again what about the promise, and you told me how to look up my bonus.

DanDruff: You STILL have not answered about the promise that was made to me.

Ivonne Bailey: I understand that you might have been told something, I am telling you the truth about the promotion.

DanDruff: So if someone from your company promises something to me, you guys don't keep it, even if it's just a matter of an additional $100 bonus?

Ivonne Bailey: You can get 100% on your initial deposit which was for $500.

DanDruff: Again, did I ask you that?

DanDruff: NO

DanDruff: I asked you WHAT ABOUT THE PROMISE FOR THE OTHER $100

DanDruff: Stop repeating the same stupidity over and over.

Ivonne Bailey: The thing with that is that we cannot put in $100 with out a deposit being made.

Ivonne Bailey: That is why I am telling you that.

DanDruff: Okay. What about the $50 I deposited on echecks? Put in a bonus for that.

Ivonne Bailey: I am telling you how our system works and why we cannot do it.

DanDruff: I want my $50 bonus now.

Ivonne Bailey: I am sorry but I cannot give that to you.

Ivonne Bailey: As I said the bonus can only be applied to one deposit. It was applied to your deposit for $500 and you can see the $500 pending bonus under bonus exchange.

DanDruff: And as I said, I was promised something different, and someone needs to give me what was promised. I realize that you are a simpleton that they hire in the evening and cannot do such things, so I will chat later and ask for a supervisor. Bye.

A day later, the system wanted me to verify my credit card. More fail:


Hello, my name is Moses Howard. I'll be assisting you today.

Moses Howard: Please hold for a moment while I look up your account...

DanDruff: i just went to the pending transaction requiring verification page. it asked me to provide the exact amount i charged. i entered that at 503.11 and it said i was wrong and said i tried the maximum # of times

Moses Howard: Please hold for a moment while I look up your account...

Moses Howard: Your transaction is currently pending verification. You can complete this process from the Cashier tab found in the Poker Lobby. Once you're there, click on the overview tab and you should see your deposit under ‘Pending Transactions and Transfers’ on the right-hand side.

DanDruff: READ WHAT I WROTE
DanDruff: I just tried it and it did not work
DanDruff: It said I entered the wrong amount to verify it, but I entered the right amount.

Moses Howard: You need to complete Photo ID Verification
Moses Howard: Click here

DanDruff: You aren't answering my question
DanDruff: Are you stupid or just ignoring me?

Moses Howard: I think I have answered already, and I don't appreciate name calling.

DanDruff: You have answered nothing.
DanDruff: I told you that it is refusing the amount I entered even though it's correct.
DanDruff: You tell me to do Photo ID verification, which should not be necessary if the other process works properly.

Moses Howard: At this point and due to failed Credit Card verification, you will need to complete Photo ID Verification

DanDruff: It is not "failed". Your system is failing, not me.
DanDruff: You did not address that, but instead just keep telling me to do other ways.

Moses Howard: What amount did you type again?

DanDruff: 503.11

Moses Howard: Yeah, that is not correct

DanDruff: Yes it is
DanDruff: I can show yo ua screen shot from my bank

Moses Howard: The initial deposit was $500, our processor makes a charge some cents under that. I actually see the amount here

DanDruff: The amount on my statement is 503.11
DanDruff: So your system is wrong. I can prove it.
DanDruff: By the way, why didn't you answer this in the first place instead of just ignoring me and giving answers I didn't want or need? Is that the way you do your job?

Moses Howard: Not really, I was going straight to what you need to do at this point.

DanDruff: So I tell you that the system is incorrect in rejecting me and you totally ignore that and just answer something else? You're telling me that's the correct way of doing things?

DanDruff: Look, it doesn't take a genius to understand how to handle things like this. When someone asks you why something isn't wokring, YOU ANSWER THAT QUESTION and don't ignore their concern.

Moses Howard: Todd, why don't we focus in the solution? We need you to complete the Photo ID

DanDruff: Why don't we focus on why your system isn't working properly? How come it asks for the amount, I give the correct one, and your only solution is for me to do another verification method?

Moses Howard: And the amount charged to your card was under $500, possibly your bank is charging some fee to it, and reflects the final amount.

Moses Howard: That is not the amount we charged, I am positive your bank is adding a fee to it.

DanDruff: I will only do this if you apologize for ignoring my question at the beginning and admit that you didn't do your job properly.

Moses Howard: Is there anything else I may assist you with?

DanDruff: Yes, I want you to admit that you ignored everything I wrote at the beginning and handled this horribly.

Moses Howard: Todd, I did not, I actually replied you needed to go to cashier and verify it.
Moses Howard: You still need to do so.

DanDruff: NO. I asked about why the amount verification wasn't working, and first you told me to go verify my account (the thing I just did), and second told me to go to Photo ID Verification. YOU DID NOT ADDRESS WHY THE CC VERIFICATION WASN'T WORKING UNTIL I CALLED YOU STUPID.

DanDruff: Why is this so hard for you to understand? WHEN SOMEBODY ASKS YOU A QUESTION, YOU ANSWER THAT QUESTION, NOT SOME OTHER QUESTION YOU FEEL LIKE ANSWERING.

Moses Howard: Is there anything else, other than this; I may assist you with?

DanDruff: Yes, either apologize and admit you
ignored my question at the beginning or I am reporting this to your supervisor.
DanDruff: Your choice.

Moses Howard: At the end of the chat, you will be able to fill out a survey.
Moses Howard: Please proceed as you please in regards to this.

DanDruff: Fine, I would have given you a better rating if you apologized but since you are being arrogant, I am giving you the worst rating possible. Give me the survey now.

Moses Howard: It will pop up when you close this chat session.
Moses Howard: Thanks for chatting. Please contact us again if you have any more questions.

DanDruff: It has never popped up in the past. If it doesn't, I will be getting a hold of your supervisor and complaining about you. All you had to do was apologize but you refuse because you are too arrogant. Goodbye.

[haleylh]

To the low-reading-comprehension dudes, no, it's the right forum. This is "Flying Stupidity," not any sort of proven scam or shadiness. And I'm already adding formatting to make it more readable, but you know what? That's kinda sorta what chat transcripts look like, y'know?

[Dan Druff]

Anyway, I got these problems solved by reaching one of the higher-ups at Carbon, who very quickly made short work of all of the issues.

I was also advised NEVER to use the chat support, as those are low paid monkeys with no power and little visibility.

Believe it or not, you would be best served by contacting your affiliate, who tends to know the right people to bring these matters. If you aren't signed up through an affiliate, or if it's some huge operation that doesn't seem to deal with you personally, I would contact any affiliate you know who deals with Merge, and they can probably get you in contact with the right people.

GL

[Dan Druff]

To the low-reading-comprehension dudes, no, it's the right forum. This is "Flying Stupidity," not any sort of proven scam or shadiness. And I'm already adding formatting to make it more readable, but you know what? That's kinda sorta what chat transcripts look like, y'know?

I moved it to this forum anyway, just because it falls under the heading of a player being unable to get their money (even if its through incompetence rather than theft).

Also, it will be easier to find/read over here, as it won't scroll off the front page as quickly.

[haleylh]

To the low-reading-comprehension dudes, no, it's the right forum. This is "Flying Stupidity," not any sort of proven scam or shadiness. And I'm already adding formatting to make it more readable, but you know what? That's kinda sorta what chat transcripts look like, y'know?

I moved it to this forum anyway, just because it falls under the heading of a player being unable to get their money (even if its through incompetence rather than theft).

Also, it will be easier to find/read over here, as it won't scroll off the front page as quickly.

That's okay, it gave me two new names to add to my blocked-user list. Anybody whose comments are that dumb isn't worth having me read whatever else they might want to type.

[Corrigan]

I moved it to this forum anyway, just because it falls under the heading of a player being unable to get their money (even if its through incompetence rather than theft).

Also, it will be easier to find/read over here, as it won't scroll off the front page as quickly.

That's okay, it gave me two new names to add to my blocked-user list. Anybody whose comments are that dumb isn't worth having me read whatever else they might want to type.

lol what a self-righteous ass you are.

I guess other people are at fault for not wanting to read walls of unformatted text.

A few line indentations go a long way towards readability FYI

[Max Cut]

Same thing happens to me. Whatever I do, I can't get passed the login that comes up. Merge is a joke when it comes to things like this. (I could have stopped at Merge is a joke.)

For what it's worth, here's a workaround that works for me. I can get a deposit screen to actually come up if I login to the admin page via the client ( Account --> Player Admin ). It logs me in automatically when done this way.

From that admin page I click the deposit button. ( There is no withdraw button, of course. :/ ) I copy the url from the popup into my normal browser and change "deposit" to "withdraw". This gets me finally to the withdraw dialog.

Your mileage may vary.

[Corrigan]

Thank you for editing - much more readable now.

[Pooh]

How about trying to not be a complete cunt and maybe you'll get better customer service. Nobody needs to put up with shit like yours. Over $300 bucks no less.

Druff can be a pain in the ass but at least he was respectful in the customer service call he recorded a few show ago.

The shit you wrote was just plain rude.

[haleylh]

Eh, I posted it over at 4, just to see what the zoo would offer, and I got the typical hate-posts I expected, excepting two helpful thoughts from Khan (PokerHost guy) and one other. Pretty much what people don't want to realize is that the chat wasn't the first go-round, but was either exchange 6 or 7 in an extended series, and after the "Dear Chad" reply I referred to in the chat above I feel a bit justified in going off on them.

I see Druff also got blasted for posting his experience, and while he might have indeed gone over the top in that one chat, the problem is that if you're going to expose (and hopefully get improved) some of this stupid stuff, once in a while you have to be loud about it. Part of what Druff and I both do is exposing bad behavior toward consumers, and you have to be willing to be a little publicly pissed once in a while to do the job right.

Edit: And I see another person on my PFA blocklist has posted something. Well, I probably don't need to see what that was.

[Pooh]

The above poster is the definition of thin skin. Anyone who disagrees with her gets blocked. Tight life.

[Dan Druff]

I don't understand the criticism of Haley's attitude in the chat. That is irrelevant to the situation. Even if she were sweet as pie, she would have gotten the same result -- incompetently-advised suggestions that solve nothing, and boilerplate answers, leaving her money trapped on the site.

The fact that it was "only" $300 is immaterial. All poker sites should have a working cashier, whether the user wants to withdraw $3, $300, or $30,000.

The big problem here is that the support reps don't listen (that is, read), and simply provide nonsensical answers from a script.

I get rude when this happens because it is disrespectful.

I was polite during my call to the GCG hotline because that rep listened to me and tried her best to answer my questions. She couldn't provide much info, but that wasn't her fault, so I wasn't going to be rude to her. But at least she listened to my concerns and answered what she could, which is all you can really ask out of a human being on the other end.

However, when the person on the other end intentionally ignores/dismisses your concern, and gives you a boilerplate answer that clearly won't solve the problem, that is rude in itself, and thus deserves rudeness back.

Anyway, Haley wasn't posting this chat and claiming that she's a sweet, friendly person. She was posting it to draw attention to the Merge cashier's problems and their live support's inability to address them, and indeed that's what her chat log shows.

About 7 years ago, I had a problem with an inaccurate hospital bill. They billed me $3800 for something that should have been around $600. I called their billing department and carefully explained this. The response I got from the woman at billing was as follows:

"I understand that you feel there is an error with the bill, but I have good news for you. I have three options for you. You can pay the $3800 right now, or I can break up the $3800 into payments you can handle, or I can assign this to a third party company that will manage your payments so you can handle it."

I responded with, "Can you please transfer me to someone who isn't a moron?"

She answered, "Sir, I don't appreciate being insulted. You're being very rude."

I answered back, "When I tell you that I was billed $3800 in error and you acknowledge understanding that, it's rude for you to respond with options on how I should pay that erroneous bill. How could you possibly have thought that was a proper response?"

She didn't have an answer.

The truth was that she must have gotten tons of calls every day from people intimidated by their large hospital bills, and a large percentage of them were probably satisfied with being able to make "easy payments" rather than having to pay it all at once. So rather than listen to each billing concern individually, she just tunes out the caller and suggests breaking it up into payments, hoping that it will somehow be a catch-all satisfactory answer. I found it very rude that I took the time to explain the problem, and I was completely tuned out. So I was rude in return, and I believe that rudeness was deserved.

Money is a very sensitive subject. When you take a cavalier attitude regarding people's bills or the availability of their money, you deserve any rudeness you get in return.

[Dan Druff]

And yes, I understand that these are low-paid, third-world monkeys who are given little visibility or power.

But Merge shouldn't be hiring these monkeys to man their support chat, and you shouldn't take this job if you can't take some rudeness when you intentionally give people unsatisfactory answers about their money.

[Pooh]

Haley: not well, and getting highly irritated

This is basically the first thing she wrote to the service representative besides hello. It got worse after that and then I stopped reading because her attitude was pissing me off and it wasn't even directed at me.

If I didn't know this is how she is in real life (as far as I know since all her posts come across this way) I would say she was a cunt.

[haleylh]

Funniest reply I got was a Twitter response that Druff and I always sound like "utter dbags" even when we're right. I'd +1 that person if they were on here, just for being accurate. It comes with the territory.

Thing is, if I was out just to please people I wouldn't have posted the transcript to begin with, because I know well they had me pissed off by that point and that comes through. I even gave fair warning in there that I was getting pissed, and the person just kept right on being a scriptmonkey.

No need to worry about those names like "Lena" either, as those are all made up. No real CS rep by name was harmed in the outing of that chat.

[chinamaniac]

Happened to me, I used Internet explorer instead of chrome and it worked obv

[haleylh]

Happened to me, I used Internet explorer instead of chrome and it worked obv

I'm going to go to a friend's house later this week and download a fresh copy of the client and see if that works. But I'm still done on Merge, which is sort of sad -- I really was a fan of the site. I was totally on their side in their famed dust-up with Lock, but now I just don't want any part of them any more.

Thanks for the suggestion, CM.

[BeerAndPoker]

All my experiences with Carbon Poker support in the past which I haven't played on there in a year have been the same run around.

The support reps are low level, incompetent people because the aren't trained properly and just read a damn FAQ script suggesting you do whatever it says. Normally I was able to get assistance from them but usually had to go through a few different emails getting the run around for a few days before someone who actually has somewhat of a clue would get back to me regarding whatever the matter was.

It's incredibly frustrating but I even had this issue with Pokerstars back in the day, however, the process went faster since they generally replied to emails within a few hours.

This is typical support no matter if your calling a company for help on electronics, computers, your cable service,etc... They all just are untrained monkeys who are handed a vague help sheet to spew at people.