Complaint

[buenrollo]

Hi,

I am an OS X & PT3 user and I am very pissed off with PT3 staff.

About 10 days ago my HUD started appearing under the tables, when it had always worked perfectly. I posted the issue on the forum and also opened a support ticket.

PT3 staff have been stalling me with "do this / do that" ( real nonsense ) to see if it magically got fixed, besides asking me to send log files more than once. They haven't told me a single thing about this issue, wether they can fix it or not and how long will it take.

I understand that things can be difficult sometimes but I don't think they are handling this correctly or putting in the effort they should. As I said before, it's been over 10 days without HUD and this by itself is not letting me play my A game as I can't see villain stats. I've decided to exclude myself from playing for a week due to the consequences this situation is causing me. So, besides my huge disappointment I'm also loosing money, which I don't expect them to understand as they're not loosing it.

I would like to know if other users have this issue and feel like I do, which is completely unacceptable.

buenrollo

[kraada]

You are the only user who has reported this behavior recently; that is why we requested those log files from you. We need to see exactly what is happening in your setup so that we can figure out why you are experiencing this when nobody else is. Once we figure out what is going on here we will get it fixed.

[buenrollo]

This has also been reported by a party poker user, I'm not the only one.

I think the treatment has not been adecuate, and as I said before I excluded myself from pokerstars for a week so I can't play or use PT3's HUD.

I will see if a friend can come by and try it on his account.

What a surprise as soon as I posted my complaint I got another reply on my support ticket in a short period of time.

[buenrollo]

It's been over a month and I know nothing about what's going on... Unbelievable.

[WhiteRider]

Apologies for the delay, but your issue isn't common and it seems like something must have changed on your machine since you said it was originally working correctly and then the behaviour changed. If that happened without updating PT3 then it suggests an external issue. However, I will escalate your ticket and see if we can find a solution.

[buenrollo]

I know you're obviously trying your best, but this is causing me serious trouble as I'm unable to use PT3, loosing edge if you will.

I'm gonna update the ticket as I found a trick to make the HUD stay on top until I click somewhere else.

Thanks