Formulaic customer service. All canned stuff, delivered by Pinny's "ladies of The Book."
While the cs is prompt, as emails go, it's virtually automated, and thus amateurish. All the Elisas, Normas, and Carries down there, while bright, are no real substitute for a hands-on cs professional.
Case In Point: While I've had a Pin account for a while, two Sats ago I decided to try their horse racing betting. I've bet on horses without problems of any kind at maybe 6-8 online books. (Tho I don't do it often, and only for beer money and fun&games. I know the racing biz, have published a lot of stuff on it, and realize that it is, as the Brits would say, a "mug's game.")
Got to the track I wanted, but there was no way, repeat no way, to get to the race number. It displayed only the next race with 12 minutes to post,and the amounts I may wish to wager. I didn't want to bet on that race, but on one coming up later.
There was also something on that page, for "North American racing" about Delete Queue and Change Queue. What the hell did that mean? I have to wait in line? Sounds like something they do in the UK. Perhaps we could hve tea and crumpets while trying to figure it out.
Emailed Pin cs, went back and forth with several of the Pinny Ladies of the Book (the cs book, I'm sure it exists), they told me it's easy to get to the race number, they just tried it and it works.
Well, it didn't on my pc.
I tried again last Saturday ---- same old same old. No display that allowed me to select the race number at any track.
And again, the Ladies of the Book just emailed repeatedly that it was there. So I tried to copy the page and email it to them. Couldn't copy, so I took a dig camera pic and sent it to them.
Little later, they told me there was no problem, just try again.
So I tried again, and presto, there was the line that allowed one to select the race number!!
Clearly, not until they received and viewed the photo did they see I was not drunk, doped, blind or batty. Good thing I snapped that pic!
They saw they had a problem and only then corrected it, rather than to investigate on the first complaint. Bad stuff!
And no apology, of course. The Book is never wrong, only the customers.
If Pin is this wildly successful enterprise, as I hear, I'm wondering (given their severe lack in this area) why some other book doesn't emulate their cut juice operation, and add non-formulaic cs. Sounds to me like they'd give the Big Pin a run.
While the cs is prompt, as emails go, it's virtually automated, and thus amateurish. All the Elisas, Normas, and Carries down there, while bright, are no real substitute for a hands-on cs professional.
Case In Point: While I've had a Pin account for a while, two Sats ago I decided to try their horse racing betting. I've bet on horses without problems of any kind at maybe 6-8 online books. (Tho I don't do it often, and only for beer money and fun&games. I know the racing biz, have published a lot of stuff on it, and realize that it is, as the Brits would say, a "mug's game.")
Got to the track I wanted, but there was no way, repeat no way, to get to the race number. It displayed only the next race with 12 minutes to post,and the amounts I may wish to wager. I didn't want to bet on that race, but on one coming up later.
There was also something on that page, for "North American racing" about Delete Queue and Change Queue. What the hell did that mean? I have to wait in line? Sounds like something they do in the UK. Perhaps we could hve tea and crumpets while trying to figure it out.
Emailed Pin cs, went back and forth with several of the Pinny Ladies of the Book (the cs book, I'm sure it exists), they told me it's easy to get to the race number, they just tried it and it works.
Well, it didn't on my pc.
I tried again last Saturday ---- same old same old. No display that allowed me to select the race number at any track.
And again, the Ladies of the Book just emailed repeatedly that it was there. So I tried to copy the page and email it to them. Couldn't copy, so I took a dig camera pic and sent it to them.
Little later, they told me there was no problem, just try again.
So I tried again, and presto, there was the line that allowed one to select the race number!!
Clearly, not until they received and viewed the photo did they see I was not drunk, doped, blind or batty. Good thing I snapped that pic!
They saw they had a problem and only then corrected it, rather than to investigate on the first complaint. Bad stuff!
And no apology, of course. The Book is never wrong, only the customers.
If Pin is this wildly successful enterprise, as I hear, I'm wondering (given their severe lack in this area) why some other book doesn't emulate their cut juice operation, and add non-formulaic cs. Sounds to me like they'd give the Big Pin a run.