SportsMemo error. Tim? Fezzik?

SportsMemo error. Tim? Fezzik? On Friday at 3:00pm, SportsMemo released Boise St. UNDER 141 on their web site. The play was for 2 units. I immediately bet $1,100 and was happy to get down at the number. Later, I received an email that it should have been posted OVER 141. I checked the line to get out of the bet, but it had already risen to 147.5. I was advised not to play over because there was too much risk of getting middled. The game flies over and I'm quickly $2,100 behind where I should be. It's like I paid $3,099 for the package when everyone else paid $999. I don't think it's unreasonable to ask for my $999 refunded and continue to get the package until the end of December for free. I'd even be open to getting Erin Rynning's NBA for free until the end of the season. This is basically asking SportsMemo to split the difference with me. I spoke with Marty in customer service before the game, but he couldn't do anything. Today I got an email from him: "I will leave Tim a message with your phone number and have him contact you if he has time when he gets back into town. Again we apologize for the mistake yesterday. If you'd like to cancel the package and have your money refunded we can do that. However I would urge you to ride the package out through December. Helmut still produced a profit yesterday even considering a loss on the Boise St result and his package will no doubt continue to produce profit. Marty" "...contact you if he has time" "ride the package out." This sounds like they are basically offing nothing for their mistake. From everything I've heard in the past on the radio, Trushel is a stand-up guy who runs a very professional service. Are posting mistakes a normal occurrence when playing with a service? I understand mistakes happen, but it's hard to stomach a $2,100 loss when it is no fault of my own. I am a new customer who has had the service for a grand total of 3 days. Please tell me if I am out of line here. Sam Wager Type:TotalWager Status:PendingRisk / To Win Amount:1,100.00 / 1,000.00 (USD) Accepted 11/13/2009 6:01 PM - EST Sport / Period:NCAA Basketball / Game Selection: .Loyola Marymount/.Boise State 11/13/2009 7:30:01 PM - (EST) Under 141 -110* Event Notes: MONTANA TORNAMENT/DAHLBERG ARENA/MISSOULA MT/OPENING RD

If thats what happend and they do nothing 4 you I say terrible customer service and might as well scratch them off the list as being in good standing w/ LVA. I like how touts say there is "no refund and you are purchasing a pay-per-view". So you have no recourse. Yet when they send out the under instead of the over and it costs you $2100, they couldn't care less. B.S. Sounds like to me you should get more than the $999 refund and the season for free. No excuses for that.

I have to wonder why they ever made the correction - bad move in my book.

Hi Sam, So how much have you lost season-to-date following Helmut's plays? $2100? Ouch...

[QUOTE=sean1;9297]I have to wonder why they ever made the correction - bad move in my book.[/QUOTE] Also have to wonder how many times other services have made a mistake and just not said anything about it.

SamB, I cannot speak for Tim, but I would think he would find a solution here... Sorry for the bad start, you WILL make it up betting Helmut.

Sam, It was an honest mistake. I have been traveling back and will be glad to call you tomorrow morning. We feel terrible and have put in measures to make sure it doesn’t happen again. No doubt it was a serious error. Clearly we fucked up the release. In the online system the play was entered incorrectly as an under. It was a mistake. It won't happen again. The screw up was found and clients were alerted via email in about ten minutes after the release time. Many clients were able to get off the play. I have no right answer here other than to apologize and to let clients know that this will not happen again. Helmut is 6-1 and up 5.9+ units of profit outside of this play that was released incorrectly in our system. We hate to see you leave as a client, but if this mistake is a deal breaker for you, then we certainly understand and will refund your FULL purchase price and you can discontinue the service.

I've read alot about this here and at SFW. My profession is accounting/audit and this error would be called a lack of "internal controls", in the operations world a lack of "quality control" - totally inexcusable. They have a "process" problem there at SM. However, I assume anyone getting Helmut's picks is somewhat a "professionl" as well - in other words, they have a bankroll and know how to bet responsibly out of it. I think it was a 2 unit play - so the loss to people is actually -4.2 units assuming vig of -110. IMO what SM and Tim should do is guarantee Helmut will win x number of units by the time he shuts it down - counting this release as a LOSS of 2.2 units!!! What the number should be is likely 15 to 20 units. If Helmut doesn't hit it, then those who lost on this error (i.e. I assume most everyone signed up) should indeed get something free of their choosing in the $1,000 range. Whether this or something else, SM should do something. However, as good as Helmut is, I don't think they have to do anything - we need Helmut much more than he needs us. Just my two cents.

I think they should give those clients an extra two weeks, or a month of helmuts service added onto their packages. The mistake is a bad one, and in this case cost the customer $2100. To give an apology and say it will never happen again is all good, but doesn't change the fact that this person paid $999 for two months of service, and then lost an additional $2100 because of an error on Sportsmemo's part. Keep us posted on what Tim does with this matter. I would like to see if he is the stand up guy some people say he is.

I would agree with lvmike32 and add that at least sportsmemo is here and making an effort to get it right. This should not be lost on anyone. My two cents is that if a 2-unit mistake causes you to lose sleep at night, then your bankroll is too small, or your unit size is too large.