Question 1

Do you have an Android app?

Accepted Answer

The Android app is just about ready - stay tuned!

Question 2

Why do I need to share my location on the p!ng mobile app?

Accepted Answer

When you share your location with us, it lets us know when you're close to the pod so we can start making your drink fresh. It also lets us know what order customers arrive in so we can send out drinks without your needing to pull out your phone again. To do this, we do need customers to share their location with us, ideally by picking "always share." If you choose "only when using app," then please keep the app open as you drive to the pod. We do not store location data.

Question 3

How does the pod know it's me? Are you tracking me?

Accepted Answer

We use a restricted geofence and sensors to know what order customers arrive in, which allows us to send drinks out without a customer needing to scan a QR code or speak to anyone. We only know when you've hit the geofence, when you're on site, and when you've left the geofence, but we do not track you outside of this small area, and we do not store any location data. We also do not use facial recognition or scrape license plates. At p!ng, we know you, our customer, care about what data is collected and how it's used, and we're careful with that data.

Question 4

Do you have other locations?

Accepted Answer

Not yet, but we hope to soon! We’re co-owned and operated by two residents of the Merrimack Valley in Massachusetts. Our first location is in Lowell, but we have dreams of seeing p!ng pods across the country (and maybe even beyond!)

Question 5

Why do your hours change?

Accepted Answer

We're working to balance several things right now - one is slinging coffee to our best ever customers, second is making improvements to our system. Once we've built and launched our 24/7 pod, we'll be able to accommodate all of the hours customers have requested. Right now our automation is supervised which means we're on site to monitor it, collect data, make sure everything continues to go smoothly, and provide customer service if needed.

Question 6

Can I customize my drink?

Accepted Answer

Absolutely! We offer a range of customizations to suit different tastes. Let us know if there’s anything specific you’d like us to offer.

Question 7

What if I don't get the correct order?

Accepted Answer

First off, if that ever happens, we want to apologize in advance! Click the Profile button in the app (the little guy icon at the bottom of the screen, next to the coffee cup icon). You can swing by and ring the bell, or contact us at support@pingthru.com or call 1-855-617-PING. As a small startup, we realize things may not be perfect right out of the gate. With your feedback and support, we can keep improving to deliver the best experience possible.

Question 8

What if I need customer service at the p!ng pod?

Accepted Answer

Next to the window, you’ll see a beefy ‘Press button for help’ button. Press it and someone will be right there to give you a hand.

Question 9

What if I need customer service in general?

Accepted Answer

For general support, you can call or text us at 855-617-PING (7464), or shoot us an email at support@pingthru.com. We’ll respond as quickly as we can (which is typically really quick).

Question 10

How does your automation work?

Accepted Answer

Really well! But seriously. The moment you place your order, our system p!ngs into action—sensing your approach and signaling the preparation of your drinks so they’ll be ready for pickup the moment you pull up. We’ve engineered our tech for performance and reliability, making sure you’ll enjoy the best, most seamless experience every time.

Question 11

Is automation hygienic?

Accepted Answer

Absolutely! By minimizing human touchpoints and using a proprietary system, we significantly reduce the chances of contamination. We also track all of our expiration dates in a controlled database, ensuring only the freshest ingredients make it to your drink. Automation doesn't sneeze, shed hair, or take shortcuts either. We’re always up-to-date with regulatory requirements, and we’ve passed the town’s health inspection. We clean the pod frequently and we’re ServSafe certified, too.

Question 12

Why did you choose the name p!ng?

Accepted Answer

During Rob’s days at West Point military academy, ‘ping’ was the term for plebes to move fast and stay in sync. So, when we needed a name for our coffee venture, p!ng felt right—it’s about quick service and staying connected with our customers. Oh, and it’s really fun to say, too.

Question 13

Are you taking jobs away from baristas?

Accepted Answer

No, there will always be a need for baristas. In fact, the restaurant industry is currently experiencing a worker shortage. Many baristas have also told us that long drive-thru lines can be stressful, leaving less time for customer service and more time spent rushing to keep up with orders. That’s where p!ng comes in. We fill in the gaps, serving those who see the long drive-thru lines and keep driving. We’re here to complement baristas, not compete with them. And, we also plan to employ customer service reps and pod technicians.

Question 14

I don't see my favorite drink on your menu.

Accepted Answer

Think of it this way: we’re like a curated playlist, carefully selecting the best hits for your taste buds. Quality over quantity. As we become more automated, we’ll add more items. If there’s something specific you’re craving, just let us know. We appreciate a good remix.

Frequently asked questions