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You make a very good point, the account history for poker does not currently show balance changes, it simply shows transfers in and out, which needs addressing.
We have a project currently in development which will redesign the account history pages and resolve this issue. I've just spoken to the Project lead and they are targeting a live release in either Dec/Early Jan.
When the change is ready for live release we'll communicate this with all our customers.
In the meantime you are welcome to contact our customer care team to talk through your transaction history in detail at any time (I totally appreciate that this is not possible during a platform issue such as last night when the Customer Care Team are inundated with customer contacts)
P.S. I'll send you an email regarding your transactions from yesterday (easier than a PM for me)
Best Wishes
Adam
Thank you for taking the time to write such a pertinent post, we are still in the process of tidying up everything from last night's site issues, so apologies for taking a while to respond to you. The site issues last night were not just impacting Poker they affected all of our products (Sky Bet, Vegas and Bingo too)
Part of this process is understanding and reviewing the issue:
What happened
Why did it happen
What needs to be done to prevent any re-occurence
What we must do to improve across all areas
etc
All of your points are very fair comments and have been taken on board, I agree with every one of them and we'll take them away at act on them accordingly.
On messaging via the TV/Web tickers, unfortunately this is not always possible during a site issue due to the nature of the problems, although clearly this is our problem and something we need to sort out.
I'll provide another official response/update a little later today
Once again we at Sky Poker can only apologise to all of you for the problems last night, we totally understand that it was a very bad experience. It is our duty to provide a stable, safe and secure environment for you all to enjoy your poker to which we are fully committed.
Kind Regards
Adam
Afternoon all. (I've been hiding all morning).
It's not for me to handle feedback on this Thread, but I do want to comment on the excellent point made by Scotty & others as to "why not announce it on the TV Show?".
I also want to make it clear that the Producer DID offer me the option of so doing, & I don't feel she deserves any blame for the fact it was not announced.
It WAS considered, & it was entirely down to me that I decided not to. I may well have been wrong, if so, my apologies, but I had to weigh up a bunch of stuff.
The Producer, 'Ling, fed the info down my earpiece, & then in the Studio during a break, as to the player balances problem at about 10pm, (I think), but parallel with that, we were having issues with the "Consoles" which receive the hands from Head Office for us to broadcast. So it was a bit "hot" in Feltham last night.
'Ling offered me the opportunity to announce the problem. It was not an instruction, but it was an "if you feel we should, if it's right, go ahead" sorta thing. I think, on balance, she may have preferred me to.
Some of the factors I had to weigh up included the following. (And to be fair, this was during a Live TV Show which was, already, not going as well as it might, due to the console issues).
1) We - neither 'Ling, LML or myself - had concrete evidence of the extent of the problem. We knew there was a problem, but not it's extent. Her info, I believe, was from the Forum, not Head Office. Announcing half a story, with no back-up, or detail, on a Live TV Show, is fraught with danger, especially as I had no idea of the depth of the problem, or likely resolution time.
2) Announcing to all & sundry "oh, by the way, there is a problem with players account balances, but everything is cool, you'll be OK, don't panic" is likely to have exactly the opposite effect on that intended. It just is, imo, it's human nature. "Petrol shortage, don't panic buy", & everyone dashes to the garage!
3) It was always foremost in my mind that no matter what, everyone's balances would be sorted, properly, & quickly. Sky being Sky, they could not possibly do anything else. Nobody, under any circumstances, would lose any cash as a result of it.
4) Thursday's Show is simulcast on Sky Sports, so now it gets even more awkward. The regulatory & licence guidelines as to what we can say on 865 ONLY, is very different to what we can & cannot say & do on Sky Sports. On a Thursday, we have to have two different heads on, as we seamlessly change to Sky Sports at 10pm, & at that point, we have a totally different remit & message. It's a legal nightmare, it really is, & I was a bit uncomfy with announcing something of which I only had sketchy knowledge, onto Sky Sports. I cannot emphasise strongly enough how big part this played in my thinking. (Have you ever noticed the difference in "Message" before, & after, 10pm on a Thursday? For one, anything related to "call to action" or direct selling has to cease).
Anyway, for better, or worse, I decided that it may be best not to announce that we had a problem. In truth, even now, after weighing up the Pros & Cons overnight, it was pretty much a coin-flip imo.
I discussed it with the Suits this morning, & fessed up that it was my call not to announce.
Over & above all that, you really need your wits about you in a Live TV Studio, al sorts of stuff is going off, especially on a Thursday at 865. So I had to make a judgement call under difficult conditons, & I did.
If it was wrong, my sincere apologies, & I'm happy to take responsibility for it.
Once again thanks for giving such a full and very honest account of what took place last night and i for one can understand your reasons for not wanting to announce this problem live on air .
Kind Regards Mick .
The specifics of what was or was not happening surely don't need to be broadcast entirely, however, making use of the scrolling box should be quite a simple matter.
Scrolling announcements such as -
"some viewers may be experiencing technical difficulties"
"online customers may be experiencing technical difficulties"
"We are aware of the problem and are working to resolve these issues as soon as possible"
"we apologise for any inconvenience you may be experiencing"
These are all pretty normal ways of announcing a problem without going into specifics and it also helps alleviate any worries customers may have and assures them at the same time that the problems are being addressed.
Thank you Tony for the honesty and can understand your decison.
I still like you sky
TOP MAN TK ,
ALWAYS WILLING TO TAKE THE REINS .
HOPE YOU HAVE SOMEONE IN TRAINING IN SKYPOKER TO REPLACE YOU ,
FOR WHEN THE MAN ABOVE CALLS YOUR NUMBER OUT LOL !
P.S
IT WILL BE OF COURSE A LONG APPRENTICESHIP I
AM SURE YOU HAVE PLENTY OF TIME LEFT,
TO HELP SORT ALL OUR PROBLEMS ON HERE LOL !
WHAT YOU MEAN CAN HE CALL MY NUMBER NOW .
Thanks a lot for your considered response. I know that a lot more issues go on behind the scenes than we can appreciate and thanks for explaining them. I do think that Sky Poker needs to hvae a more standardised proceedure in the future. This has happened multiple times but the standard response has always been lacking IMO.
I'm unsticking this discussion, as I've posted an update in a new sticky thread, which I want players to be able to see without having to scroll through these pages.
All your points and comments already made on this thread have been noted and taken on board
thanks again
Adam