partypoker support adventures
so, after not playing in partypoker in basically forever in poker time (since 2013-2014?), i figured i should at least check it out.
first things first, somehow my account isn't verified anymore. i assume that has to do with the new management, so yeah whatever, i send in the documents. they get accepted, all good there.
however...
as old regs might remember, it used to be a partypoker feature that you could change your screen name every 180 days. naturally, i didn't take my screen name choice that seriously at the time, given the assumption that i would be able to change it later. however, i couldn't find the option anymore, so i decide to ask about it in live chat support before actually depositing real money - these things are actually pretty important to me and i would probably not actually want to be a partypoker reg if that got denied.
tl;dr: good response times and you actually get the feeling that you are speaking to actual humans. however, it seems that the subject i asked about was obscure enough that half the guys didn't actually know the exact details and provided wrong information.
i get the feeling that this specific subject has gone through a few policy changes at least somewhat recently and not all people got all the memos yet, don't really want to blame them.
i always try my best to be really nice to support, because i think it's ++EV.
i was actually much nicer to them than i'm letting out here. i mean, there's no point in being mad at support, it's only very rarely their fault. being nice also makes them happier to actually look into your issue.
where were we at? ah yes, i wanted to contact live chat support regarding changing my screen name.
so yeah, i get in queue. waiting times are pretty short (mostly not over a minute) - that's good.
first guy tells me that yes, i can still change once every 180 days and that i should just do xyz. that made sense to me, since that information still is in their faq pages. so i thank the guy, wish him a nice day and leave.
of course, i somehow couldn't manage to do xyz, so i just go to sleep wondering if i'm actually a fucking retard. (even if this is not my fault, i might still be a fucking retard, can't ever be sure)
new day comes, i get in line to chat with a new guy.
new guy tells me that no i actually can't do it, so i am like that's unfortunate but dude please i haven't been here in forever and old policy was x and i wasn't expecting to be stuck with this screen name. so he's like well ok that's fair, we can make an exception in this case, just give me an username choice and log out of your account, give me like an hour and i'll do it.
great! so i log out and go play on pokerstars.
i finish the session and log in to partypoker - nothing. i decide to wait another day before pestering them again, maybe the guy had to escalate it, who knows.
of course, i log in the next day and there's nothing. so i get in line to chat with third guy.
third guy tells me that no i actually can't do it, so i am like that's unfortunate but dude please i haven't been here in forever and old policy was x and i wasn't expecting to be stuck with this screen name. so he's like well ok that's fair, we can make an exception in this case, just give me an username choice and log out of your account.
so i give him an username and he's like NO!!! sorry but you can only use alphanumeric characters and underscores, i suggest you use an underscore instead.
WTF??? why didn't guy 2 say this? partypoker screennames used to be like anything goes - the one i was stuck with even had a space. clearly these "special" screen names are still out in the wild. so i guess guy 2 just didn't know and that's why he ended up not being able to do it? also what the fuck kinda change you make in your database that you don't accept these screennames anymore but you can keep old ones?
so i say sorry and request timebank ("give me a minute") for the very tough decision to make under pressure of whether to use a fucking underscore/make up an username/leave it for later in what would probably be another frustrating experience. i expired my timebank so he figures he has to call the clock ("are we still online?"), to which i decide to just go with the flow. i give him an username, thank him and log out.
you think it's over? not yet!
about 30 minutes later, i get an email from the guy saying that it couldn't be done because i was actually still logged in somewhere somehow.
now, i had definitely closed the software and didn't have any browser open, so my main hypothesis was that there still was some active cookie from some random visit from at least a full 24 hours ago. why the fuck is a session that hasn't been used in over 24 hours still active? or did it get refreshed when i logged in the software? either way, it shouldn't have been a thing.
whatever, i clear all my partypoker cookies and reply.
about two hours later i get a reply from a new guy (guy 4). he says please confirm your information etc, and...
Originally posted by partypoker Customer Service (snipped)
[...]
Please also send us five suggestions (in order of preference) for your new nickname.
When making your choice, please consider the following points:
- Your nickname may not be the same as your username
- Your nickname must contain 5-15 characters (characters which may be included in the screen name are A-Z,a-z and 0-9. Special characters may be spaces, _,-, and dot .)
- Your nickname may not start with any special character and can only contain one space between two characters.
- Your nickname can not be changed if you're playing a game or you're registered in a tournament. Before writing back to us please unregister from all tournaments.
We would also like to inform you that you will not be able to change your nickname again. As soon as we receive your details, we will make the necessary changes.
[...]
of course, i'm clearly ecstatic at these news. so it turns out that i can use these characters after all?
not wanting to take my chances since i was pretty sure that my top choice wasn't taken, i reply with usernames that all have a special character in them.
the reply comes in less than an hour (very good).
however, it turns out that my precautions were rewarded!
i get a reply by a different guy (guy 5):
Originally posted by partypoker Customer Service (snipped)
[...]
Due to the fact that our system does not allow us to input the "." symbol in the screen name we have changed your screen name to <redacted>.
If you have any issues with this, please revert back to us with an alternative option to see what we can do.
Please bear in mind once again that you cannot change your screen name again after it has been changed once.
[...]
WTF????? of course i have "issues with this".
guy 4 literally just told me that i could use that symbol, so i did. so it turns out that i actually can't do it?
this is so sad alexa play despacito
the epic conclusion is that i think about it for a moment and send a reply regarding my final screen name choice.
it gets acknowledged quickly and i do have a new screen name.
a dramatic tale of success, but no success.
