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Gympact Customer Failure
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Per Axbom
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October 01, 2012
Technology
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2
Gympact Customer Failure
Holy customer failure, Batman!
Per Axbom
PRO
October 01, 2012
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Transcript
Holy customer failure, Batman! You just lost 52 potential clients
Awesome!
GymPact The idea seemed really cool...
I liked that you were recommended by Runkeeper. d
The idea: If I don’t go to the gym I
pay you $10 a pop. (and if I go I can make around a dollar per visit)
So I gave you my full credit card credentials... (yeah
that’s a whole lot of trust)
Problem: Not able to add my gym because the app
crashes when I try.
Effect: I can not check in at my gym with
the app. (kind of the key feature)
Result: I risk losing money even though I’ve been to
the gym.
I think: Hmm, should be no problem. I just contact
you...
You’re a startup, you should love to hear from users...
or maybe not...?
Geotagged... Twitter. Sep 13. l
Support ticket. Sep 15. I Got this ticket no. I
sent you all the details of my gym, including links to website and Facebook page. l
Sep 17. I added a picture from the app. Geotagged...
h
All you sent me was a threat to charge me
$10. Thanks to Runkeeper I had at least made 1 registered workout. Ah, so this is where I send reports? Sep 17. h
Sep 17. sent to corrections. I reference the tweets and
the bug report I’ve already sent (with a ref no.) h
I get another automated reply with a new ticket no.
h
First sign of life! Sep 17. Evening. Notice how fast
I respond. o
o
n
t
Oct 1. Another email about charging me... T
So yeah, I deleted my account and made a video
of how to do it... Hint: it’s in the app, click settings, scroll down, delete.... http://per.ax/gpvideo
Seriously, “help us do better”?? T You have $50 winnings
for people who give feedback after uninstall!?
My free feedback: The 50 bucks you’re giving away to
people who give feedback, use it to pay your customer service. I think they’re on strike....
h T l l d o v t Sep 13
Sep 7 Sep 17 Oct 1 Time Satisfaction My GymPact User Experience Map axbom.com/gympact v
None
Holy customer failure, Batman! You just lost 52 potential clients
Awesome! axbom.com/gympact