PT3 bugs : commercial discount or refund

[all_mine]

Dear support,

After two weeks of use of PT3, I think that it is not usable at all. I play SNG of Party, and I have the following irritating problems :

- the finish place is not correct for 50% of SNG, which imply that we must check and correct the results manually for EACH sng.
- I juste import a SNG with a lot of "invalid pot" error, and this import induces sql errors in my starting hands.

The second problem is very irritating because I have to :

- purge the database
- re-import all my SNG files
- Check manually the results of ALL sng

I am sorry, but it is not acceptable for any regular poker player.

FURTHERMORE :
- We do not know when the next release will be released
- The support is not efficient because it do not suggest any workaround for the current problems

For these reasons, I do not want to continue with PT3. Please advise on the refund question.

Regards.

[kraada]

This is the PokerAce HUD forum, not the PT3 forum.

That said, have you tried downloading Beta 12 from our download page? It should fix quite a few invalid pot errors for Party hands. Simply scroll down past the Build 2 release.

[all_mine]

Sorry for the mistake to post in the wrong section of the forum.

To answer to your question : Yes, I have applied the beta 12 since it is available. I would like to underline that I have bought the version 3 of Poker Tracker, not a Beta Version. I will not post any "bug report", because I am not a "BETA tester". I think that we are using a Beta version of Poker Tracker (see the number of bugs !), not a final one.

Two choices:

- you provide some workaround/tool/sql commands aiming at deleting properly my bugged tournament from my postgres sql database without the need of erasing of the database.
- You refund me a part of my money, as a "commercial gesture".

In addition, I think that the process of import is not developed correctly. Making database changes WITHOUT checking the syntax and the coherency of the file prior to any modification of the database is a BIG mistake in the development.

Please advise.

[kraada]

Please allow me to clarify our software release cycle and perhaps this will explain why the beta version is currently the one we are recommending.

We start with the most recent stable build. At this time, that is build 2. Our development team then works on adding new features and fixing known issues (right now we are concentrating solely on the latter, and we are making quite a bit of progress). Once there is sufficient progress, they release an alpha build to our closed testing group. The alpha testers test each alpha build extensively to make sure that the fixes in fact work and that nothing new is damaged (and that new features work properly, etc.). When the alpha is sufficiently stable it is released as a beta. Which then undergoes another round of testing as a beta release. People who were having problems that are known to be fixed in the latest beta are encouraged to update to that beta, as it is the upgraded version of the most recent build. Once the beta is sufficiently stable, it is released as the next stable build, and the cycle begins again.

We are aware of many issues with Build 2, some of which are fixed in Beta 12. We are aware of several issues in Beta 12 and we are working as fast as we can to try and get these issues resolved. I assure you, we want these bugs fixed as much as you do. Right now we are concentrating on fixing the main issues for everybody. A selective purge is very high on the list of new features we want to implement, but it is not higher than fixing the main issues causing problems. As soon as these main issues are fixed, a selective purge will not be far behind. The database is quite complex, and I, unfortunately do not have enough knowledge to tell you how to write a query to purge selections of your database. If I did, I would tell you.

If you still would like a refund, please make the request through our support system and I will make sure it gets forwarded to the proper person. You should know, however, that if you received a discount on PT3 as a result of prior PT2/PAH ownership and you request that refund, you will not be entitled to that same discount again in the future. We do believe that our software will quickly become the best on the market once these initial issues are resolved -- and they will be resolved.

However, I do understand your frustration. So if you decide to make the support request, I will make sure it gets forwarded properly.

Best Regards,

Joel
PokerTracker Support

[all_mine]

Dear Kraada,

Thank you for your answer. I am sure that you do your best in the development of the software, and I know that this software is complex. But in my point of view (I am just a customer), I bought a final version, this final version must work. I read carefully your answer, and you dont give me any solution. I will sleep this night in order to see if I want to refund or start for the third time a new fresh database.

I just want to shed light on your website: it is written that "Poker Tracker 3 on sales now". Then, when you click, you see that it is a non-beta version (so a stable version, no ?).
I bought "Poker Tracker 3 build 2 version". Do you think that the customer will think : "oh, it's a version 3 build 2, I don't buy it, it is unstable" ? Certainly not. I knew PT2 (I bought it a few years ago), and I was in confidence with you, because PT2 was a good product, which work well. So I bought PT3 without any more question. Now, I see many bugs for a stable version, and I think that new customers visiting your website will do not see that PT3 has so many bugs.

This process is not very honest in my opinion. Your version is not stable, and commercialy, if you are honest, you should warn the potential new customers.

It is my 2 cents, but you should take care of your commercial reputation, by being honnest with yourself about your product, and with the customers.

Regards.