SportsMemo error. Tim? Fezzik?

[QUOTE=sean1;9426]I can see subscribers being upset. The interesting this is, Helmut has been so good that even with the mistake no one wants the refund to leave. If I were running the site, I'd offer a bit more - maybe $500 towards your next purchase or something, but bottom line, Helmut is good enough that Sportsmemo can really do nothing and not worry about it. I don't see many of you leaving.[/QUOTE] If he's out $2100 and that's two bets for him (assuming $1k is a normal bet), why not just extend his memebership for free until he his +2 net wins is made up for. If the service is that good, this will be made up in no time. The slight risk here is they never get to +2 net wins after the initial period and this never gets made up. But, you simply put a time table on the extension as well. If I were the client and they told me I could have the service of my choice until I make up the 2 net wins, I would be happy that they made an effort to resolve the situation. That they cared about me, the client. What's most important is that the business recogonizes you has a valuable client and makes an honest attempt to make a fair resolution.

Update: Tim gave me a call early this morning. He addressed my issue personally and came up with a resolution that was more than fair. The level of professionalism far exceeded what I would have expected from a tout service. Thanks to everyone that contributed to this thread. Sam

care to share what you guys agreed upon?

A couple of corrections/clarifications to be fair to both sides: 1.Sportsmemo released the over on the email alert at the same time it released the under on the site. 2.This same error occurred once, possibly twice last year with this package. In all fairness, nobody wins (except the books who picked up a ton of +EV in the form of bad bets and 6 point middles) this situation is terrible for all involved--the clients, who are justifiably upset, and the service, which now has a super-sized error and headache. But the service has brought this on themselves, and I have to say deservedly so, as this is the second or third time in about 200 releases that this has happened. I like Anthony's suggestion that their should be guidelines and agreement put out with these packages that everyone agrees to before they buy. Guidelines should be fairly written with the idea of creating and keeping clients for the long-term and not a disclaimer. The guideline and/or agreement should have a clause that in case of big errors like this, the client should receive a make-up of some sort. Second, with the given situation, something needs to be done within reason to help the clients regardless of Helmut's record. If people are told in effect that "he's gonna win anyway, so what's the problem" will probably further infuriate and alienate the client base. The service should have had a system in place to prevent this, and the fact that it happened numerous times within a couple of hundred plays makes it obvious that the release procedure was totally inadequate. Credit to SM for taking steps to make sure instead. I hope this is true as we've received the same line "it won't happen again" after each previous release error. I hope it doesn't happen anymore because it then brings on all sort of accusations like internal subterfuge, accusations of "mystery moves" as lines on the release games start moving minutes before the release, and lines at certain books moving 30 seconds before release. What is fair for everyone in the given situation? A discount on a future package of the client's choice sounds fair to me, as Sportsmemo retains business and the client receives compensation in the form of a discount towards a package, including Helmut's service next year. Credit to SM for starting to take care of people regarding this and hopefully correcting the situation.