[OFFICIAL Support Thread] PokerSnowie - NL Hold'em cash game learning tool

Originally posted by au4all
I downloaded PokerSnowie a few hours ago. Some folks on 2+2 were making fun of GTO based analysis. I wanted to show them that PS's advice was far better than anyone posting. I created some scenarios which I found cumbersome (there's no undo button if for example you enter the wrong action for someone).

Maybe you're supposed to save the scenario after each street, so you can close/reopen and perform an undo that way? But if that was true you could save the scenario before there's any action at all, so it's really unlimited -- so I didn't try that.

I updated a couple threads showing that posters were giving wrong advice on all streets. But already it says the free trial will allow no more scenario evaluations. So I'm be unable to show anyone else that PokerSnowie is better than the average 2+2 poster.

Long story short, given the user interface, 100 scenario evaluations isn't enough to even begin to use the software.

Hi,

thanks for your post. We cannot change our free trial settings, but we have been always open and flexible with the requests of our customers and potential customers. If you would like to have some more scenarios to try it out or you have other ideas in mind, just email to support@pokersnowie.com and we will help.

About improving the scenarios feature and the absence of an undo button, you are right, there is a lof of things we could implement to make it better. Right now, if you go on the tree (to the right), select the move from where you would like to change the scenario, you can clck on "Copy scenario". We know it's not ideal, but at least you won't lose too much time in recreating the scenario from scratch -- I hope it helps.

Thanks,
The PokerSnowie Team

I am a subscriber and have sent numerous requests for support without reply.

Specifically, I have tried to import Stars Spin and Go HHs without success. I know Snowie does not support ante games but there are no antes in Spins so I cannot see why the import does not work.

Please can you contact me (a PM here would be a start) to help.

Originally posted by bay2107RNMD
I am a subscriber and have sent numerous requests for support without reply.

Specifically, I have tried to import Stars Spin and Go HHs without success. I know Snowie does not support ante games but there are no antes in Spins so I cannot see why the import does not work.

Please can you contact me (a PM here would be a start) to help.

Hi,

I can't find any unanswered ticket in our support system, this is quite strange. Do you confirm you emailed to support@pokersnowie.com?

If you provide us your customer ID, which you can find in the My Account section once you login into www.pokersnowie.com, I'll check and contact you back.

About spin and go, currently they are not supported.

Thanks,
The PokerSnowie Team

Hello,

Is there anyone else who thinks that Sharp should be making more videos for PokerSnowie? Personally I found his videos extremely helpful for understanding how Snowie works, so I can't understand why Snowie team does not want him to make a new videos.

I know there is a new pro Dustin who makes some videos, but these who have any value are only for platinum members.

I general I think that for a last year Pokersnowie Marketing team and support team are just terrible and getting even worse. They used to publish very helpful articles and videos on a blog, but now they dont seem to care about subscribers at all.

This is not only my opinion. I speak to many people about Snowie and I write about Snowie on different forums and everybody says that its a good product but support team is the worst part of it.

Kind regards,

Originally posted by thewinner44
Hello,

Is there anyone else who thinks that Sharp should be making more videos for PokerSnowie? Personally I found his videos extremely helpful for understanding how Snowie works, so I can't understand why Snowie team does not want him to make a new videos.

I know there is a new pro Dustin who makes some videos, but these who have any value are only for platinum members.

I general I think that for a last year Pokersnowie Marketing team and support team are just terrible and getting even worse. They used to publish very helpful articles and videos on a blog, but now they dont seem to care about subscribers at all.

This is not only my opinion. I speak to many people about Snowie and I write about Snowie on different forums and everybody says that its a good product but support team is the worst part of it.

Kind regards,

Hi,

I understand your disappointment and, in a sense, I agree with your statements.

About the marketing, in the past PokerSnowie has invested really a lot of resources to promote its products and to produce a lot of good materials. We had to take a break in order to, so to speak, recharge the batteries. We are currently planning and working on some interesting stuff for the coming months and we hope that our customers will appreciate it.

Regarding the support team, I’m a bit surprised to hear this. I personally monitor several customers queries every day and I know we have a quite fast response time. Usually within the same day (during working days), unless they are poker AI queries, in which case we need some more time. For example right now we have only 1 unanswered query from 1h17min ago.

We planned to run some customer satisfaction questionnaire soon, in order to check what our customers think about us, but I can state that so far the average feedback we get is positive, even if of course we can't have 100% of people happy. We will publish the results as soon as they are available.

If you have any example or anything specific to report, you are more than welcome to PM directly to me.

Thanks for your feedback.

Roberto Gobbo
CEO – Snowie Games Ltd.

Well, I've heart in a last week a complains from 3 people on out private chat about a support. Someone was saying that he is waiting few days already. I dont see the reason why they would be laying. It might be some technical issue as well.

What about Sharp's videos? Is there a chance to see this kind of videos in a future, whether its the Sharp or another pro?

Originally posted by thewinner44
Well, I've heart in a last week a complains from 3 people on out private chat about a support. Someone was saying that he is waiting few days already. I dont see the reason why they would be laying. It might be some technical issue as well.

Hi,

we absolutely never said and never thought that anyone is lying! It is always possible that sometimes emails end up in the spam folder or there might be other technical issues which we don't notice. But I can ensure you that we work on our support tickets every day and we try to always answer within 8 working hours.

As previously stated, if the queries are about poker AI stuff, then we always ask some more patience to our customers and occasionally the answers from our AI team might take a few days.

What about Sharp's videos? Is there a chance to see this kind of videos in a future, whether its the Sharp or another pro?

We are definitely still willing to produce good materials, whether it's in the form of video, with Sharp or with others, right now we can't say.

Thanks again for your feedback.

The PokerSnowie Team

Hi,

we believe the following FAQ should answer this:

http://www.pokersnowie.com/faq.html#pokersnowie20

Thanks,
The PokerSnowie Team

Thanks again

а на русском нету что ли!?

Hi,

Any way to convert ante hands so they can be imported? If not shouldn't PS be able to handle them, they are equivalent to a slightly higher big blind right?

Originally posted by NothingIsForSho
Hi,
Any way to convert ante hands so they can be imported? If not shouldn't PS be able to handle them, they are equivalent to a slightly higher big blind right?

Hi,

the AI itself has been trained also with antes, but we currently have a few technical limitations which does not allow us to properly import them. And you are right, you can convert the ante into different SB and BB amounts, but we currently don't have any script or program that does it.

Thanks,
The PokerSnowie Team

Originally posted by Snezhok6
а на русском нету что ли!?

Hi,

if I correctly understand your question, unfortunately we don't have PokerSnowie in Russian and our software and website are currently only in English. If you have any specific question, you could anyway send your query to our support in Russian and we should be able to answer if you will be a bit patient.

Thanks,
The PokerSnowie Team

Hi,

this short post is just to inform you that we have found a misconfiguration in the DNS managed by our data center which was causing the delivery of emails from our support to certain domains (aol.com and mail.ru for example) to fail.

We apologize for this problem, which now has been fixed.

We believe that this has probably caused some of our customers to assume that we were not answering to their queries.

Thanks,
The PokerSnowie Team

I register you not delivered activated email

Hello.
Downloaded trial version of PokerSnowie through the site PokerStrategy.
Did not receive an email to activate your account.
How to activate your account?
Sincerely,Gregory.

On support@pokwersnowie.com no letter comes

Originally posted by mato295
I register you not delivered activated email

Originally posted by Grini
Hello.
Downloaded trial version of PokerSnowie through the site PokerStrategy.
Did not receive an email to activate your account.
How to activate your account?
Sincerely,Gregory.

Hi,

we had a temporary problem with the activation emails and the password recovery emails. The problem has been solved this afternoon and you should have received an email from our system. If not, please contact support@pokersnowie.com.

Thanks,
The PokerSnowie Team

Originally posted by Grini
On support@pokwersnowie.com no letter comes

Hi,

I'm not sure what you mean. The correct address to contact the support is support@pokersnowie.com (not "pokwersnowie.com"). If you think the support is not answering, please PM me your email address here and we will check the issue.

Thanks,
The PokerSnowie Team

Hi,
I have an pokersnowie account trough my pokerstrategy account. I never buy the product just install the trial. Can i take the 20% off offer?
Thank you

Originally posted by sergiudv
Hi,
I have an pokersnowie account trough my pokerstrategy account. I never buy the product just install the trial. Can i take the 20% off offer?
Thank you

Hi,

the current promotion is run by PokerStrategy, therefore you should forward to them your question.

Thanks,
The PokerSnowie Team