Disappointing Silence from Customer Service
Late last year, Binho used to offer custom boards where you could upload a logo and choose the stripes of the field. I ordered one with stadium stripes and my daughter's club logo in November in hopes of having it for her for Christmas. When I ordered it, Binho emailed me and said they could get it to me by Christmas if they used a domestic printer, but the overseas vendor would do a better job with the stadium stripes. I chose the overseas vendor, knowing that it would not arrive before Christmas but preferring a better print job.
The board did not arrive by Christmas. Fine. I emailed in December, then January, asking for an update. Binho support told me in mid-January that they actually misprinted the board, but that it was re-submitted as a RUSH PRINT which would be finished by the next day. They offered extra "stuff" with it because I had been so patient.
In early February, I received the board. As soon as I opened it, I knew something had gone wrong. The colors, which should have been vibrant, were muddy and old - the field just looked like a greenish/grey sludge. You can barely see the striping in the field at all. The logo in the middle is there, but it looks very dingy. No extra stuff, either, but whatever. I sent photos and asked if that was the result they had expected as well. If so, I was willing to move on, just disappointed in the end-result of the custom job I paid a higher fee for.
Binho support acknowledged in early February that the end result was not correct, and acknowledged the frustration with a custom order. They said they would re-print it right away and fix it.
In March, I followed up again. Binho replied, saying the team was "looking into this right now."
Another follow up in mid-April, then again in late-April.
Early May, I receive a response that due to the color choices, they made the decision to use the overseas printer, who specialize in more complex, high-quality prints. (Right, that's why I chose that initially...) In this email, they offered to send me a complimentary Classic or Green turf board in addition to the custom board which would be produced. Once I told him which I preferred, they would get it to me "right away." I responded saying no need to send me the complimentary board -- I was just happy to know that my custom board was still moving forward.
I followed up in June.
I followed up in July.
I followed up last week.
Silence.
Binho doesn't appear to offer custom boards any more. Not sure if my experience with them is why. The game is a lot of fun, and the boards my family members have that introduced me to the game are really nice looking. Hate that I had this experience with them, and now when I look at the board it leaves me feeling disappointed. I would have preferred that customer service would have been more honest with me -- it appears that the initial order was probably forgotten, then rushed through to try to make amends, but done with the domestic printer who did the bad job they were worried about. I'm willing to be patient if it means getting the end result I was looking for. Now I just feel strung-along.
Not even sure what I'm looking for in posting this here -- I guess maybe a word of caution about the support team, the promises they make, and, if they ever offer custom boards again, beware.