TwinSpires

[molson721]

Originally Posted by Spicemaster

Otis, that's not the "simple" question I was asked. I was asked whether there are plans to get rid of Classic in the next few months.

I didn't say it would be kept indefinitely. There is no hard-stop date at this point.

Long-term, the new features will be added to the new interface so what you were told is true.

You should go into politics because you are talking out of both sides of your ass!


As a University of Kentucky alumnus, it DISGUSTS me how little this "SUPPOSED" racing company cares about the racing fans. This is just another example of how "THE CORPORATION", stock symbol CHDN, has mistreated, owners and fans of this sport that is so important to Kentucky!

I have complained and written to Twinspires about the issues I have and I HAVE NEVER FOUND A POSITIVE RESULT TO ANY ISSUE I HAVE HAD.


Spice, I graduated in the 1990's so I am not an internet novice or technologically clueless. I use Twinspires classic because I like to the ability to pick the track I want to wager on after quickly viewing the race conditions. I have tried to do this with the new garbage forced down my throat and I hate it.



Spice, how many people complained about the classic interface that took up 1/3 of the page of unnecessary info when it was changed about 3 months ago? Was it necessary to have have quick links, account balance, redeem points ETC!,taking up a third of the page which it never did before? Info that was easy to find at the top of the page like before. Was anything done about this. NO They just told the customer to adjust their screen size! Customer service Churchill Downs style. If you don't like it, shove it



You know what Spice, I will make it simple. Are you just a mouth piece that will spew the company line and collect a paycheck? My loyalty to Twinspires is based on my loyalty to UK and the state of Kentucky. I have finally reached the point where I am tired of the BS that YOU and Twinspires(CHDN) are feeding me and it is finally time for me to cut ties with this RACING CUSTOMER unfriendly company that cares little for the customer(unless they are are Churchill property casino customer) and pays you to make excuses for them! Do you value your integrity or have they paid you enough to lie and make excuses for them!


Like it has been said before, THE TRUTH HURTS!



Are you just a puppet for this corporation? Please speak the truth!

[Spicemaster]

Molson,

I told you the truth. You asked a simple question and I gave a simple answer. Had you asked for details, I would have told the truth again, just like I did to Otis and KenP. Look I'm not here to pay lip service or to discuss long term strategy for TwinSpires.com. I'm not trying to sugarcoat anything, provide a company line, or anything of the sort. I'm the first to say the new product isn't perfect. There are several things that I'd like to see fixed.

I'm here to help if I can - I have seen many posts saying customers can no longer do this or that, when in fact many of the items are there, just in a different place.

TwinSpires supports 8 different user interfaces, some with some very old technology. Take one away or change something and there is no question it will upset a segment of customers (e.g. KenP/Pro). The decision was made to make a new interface that could be supported properly and have new features added regularly.

I too am a graduate of UK in the 90s, as well as the Race Track Industry Program at the U of AZ. I am from Lexington, worked the racing circuit in S FL (Calder, Gulfstream, and Hialeah) and Arlington Park. I got into horse racing because I love the game. I have no family in the business yet I have worked in the industry in various capacities for over 25 years. There are a lot of employees like me at Churchill. When people say we don't care about the players or the game they are wrong.

I have worked for a Churchill-owned company for a long time so when players talk about being disgusted or being a Churchill hater, of course it bothers me. There are so many good people trying provide good customer service every day. The good thing is there are a lot of nice people that recognize this and give them compliments. You usually don't hear about them on message boards like this, but they happen every day. You may not believe it but there are alot of happy customers out there.

Once again, if I can help you find something on the new site or take your feedback back to the developers in a constructive manner, I'm happy to help.
You may (or may not) have noticed there have been changes since it was first launched. Please know the new site is not a finished product. It will only get better.

[headhawg]

In another ADW thread I wrote about UX, the user experience between humans and technology. Why didn't TwinSpires do usability testing? If the company cared about customers it was the obvious thing to do based on the reactions to the new site here. Imagine if Amazon made it difficult to find products on their site, or worse, didn't allow customers to easily put items in their "shopping cart" and pay for them. How long do you think Amazon would have stayed in business? How long before they lost their market share to a company that developed an easy-to-shop-online site?

This usability thing is not rocket science (or as Steve Krug wrote, "rocket surgery"), but companies either don't know what to do or don't care about customers. With the crap the horseplayers have to put up with I vote for the latter.

[Spicemaster]

headhawg, the new interface has been available in Beta form to everyone since Saratoga. When players went to TS.com, at the top of the screen they were invited to use the new interface and give feedback.

[PaceAdvantage]

It is quite true that those who are happy tend NOT to post about it...it's the unhappy people who are the LOUDEST...

I think if people aren't happy with the way things are, walk away. There are plenty of other ADWs out there that you can try. It's quite easy to get your money out of TS. If enough people decide to walk away, TS will know they have done something wrong.

I have remained undecided as to whether I will remain a customer of TS. I am a HUGE fan of the Express/Pro interface (ie. the old YOUBET interface). I think it's the best ADW interface in existence. Especially for someone like me who likes to bet a LOT of different tracks at once.

If they kill that UI permanently, there is no way TS will remain my main ADW...I will probably keep them only for whatever tracks some other ADW doesn't carry due to restrictions.

[headhawg]

I don't want to belabor the point but...while feedback might be useful it is not usability testing.

[mikesal57]

Originally Posted by Spicemaster

headhawg, the new interface has been available in Beta form to everyone since Saratoga. When players went to TS.com, at the top of the screen they were invited to use the new interface and give feedback.

So.....

I'm speaking for myself and probably 90% of the rest that uses TS....

If there was a choice to use that beta...I didnt care to cause I was happy with what I had ...If TS said that this was DEFINITELY going to be the new interface I/we would have commented...

Ok..that aside now

What is TS saying now that everyone is complaining....?


and

Can you give the stats of the comments?

Was it like 5 people gave a thumbs up....2 gave suggestions....1 didnt like it?

A total of 8 comments in 3 months?
Compare that to the 1000's of complaints you getting now

[PaceAdvantage]

You have no idea what percentage of the client base is complaining. So stop posting FAKE NEWS numbers.

[mikesal57]

Originally Posted by KenP

FWIW Customer Support at Twinspires told me they have gotten thousands of complaints, and this particular rep was hopeful of something being worked out after the first of the year.

I didn't say it Mr PA....

[PaceAdvantage]

Originally Posted by mikesal57

I didn't say it Mr PA....

Well, that goes double for KenP then...I seriously doubt CS at TS would be telling people they got THOUSANDS of complaints, even IF it were TRUE...

[KenP]

I know what I said sounds hyperbolic, but I've replayed the conversation in my head several times, and that is the way I remember it. She also led me to believe that there might be some positive news after the first of the year, while Spicemaster said the opposite. Either she was saying things she knew I wanted to hear to placate me, or my memory is faulty.

[Spicemaster]

mikesal57, I do not know the stats you are looking for, sorry.....

[molson721]

Originally Posted by PaceAdvantage

It is quite true that those who are happy tend NOT to post about it...it's the unhappy people who are the LOUDEST...

I think if people aren't happy with the way things are, walk away. There are plenty of other ADWs out there that you can try. It's quite easy to get your money out of TS. If enough people decide to walk away, TS will know they have done something wrong.

I have remained undecided as to whether I will remain a customer of TS. I am a HUGE fan of the Express/Pro interface (ie. the old YOUBET interface). I think it's the best ADW interface in existence. Especially for someone like me who likes to bet a LOT of different tracks at once.

If they kill that UI permanently, there is no way TS will remain my main ADW...I will probably keep them only for whatever tracks some other ADW doesn't carry due to restrictions.

SO what you are saying is if you don't like it, SHUT UP and go elsewhere. You must have gotten your training in the racing industry where customer service is something to ignore. It has done wonders for the sport over the last 50 years hasn't it!

[Spicemaster]

Hopefully you are responding to PA, because I would never say that to a customer.

As always, if I can be of help, LMK....feel free to PM if you don't want to post here.

[molson721]

Originally Posted by Spicemaster

Hopefully you are responding to PA, because I would never say that to a customer.

As always, if I can be of help, LMK....feel free to PM if you don't want to post here.

I have been logged out for no reason 5 times tonight. When I have called about this in the past few month, I have been told I am the only person having this problem(which is why I no longer call when I have this problem). Got to love the customer service of Twinspires. FYI, a few years back, I was once considered a bronze level if that matters Spice.



NYRA bets did not work for me. My search for a new ADW will continue. Xpressbet is next!


Will an ADW hire tech people that wager on racing instead of those who work for the lowest hourly wage(aka: those with no experience AND have never wagered on a race)!!