Gympact Customer Failure

Holy customer failure, Batman!

Transcript

1. Holy customer failure, Batman! You just lost 52 potential clients Awesome!
2. GymPact The idea seemed really cool...
3. I liked that you were recommended by Runkeeper. d
4. 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)
5. So I gave you my full credit card credentials... (yeah that’s a whole lot of trust)
6. Problem: Not able to add my gym because the app crashes when I try.
7. Effect: I can not check in at my gym with the app. (kind of the key feature)
8. Result: I risk losing money even though I’ve been to the gym.
9. I think: Hmm, should be no problem. I just contact you...
10. You’re a startup, you should love to hear from users...
11. or maybe not...?
12. Geotagged... Twitter. Sep 13. l
13. 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
14. Sep 17. I added a picture from the app. Geotagged... h
15. 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
16. Sep 17. sent to corrections. I reference the tweets and the bug report I’ve already sent (with a ref no.) h
17. I get another automated reply with a new ticket no. h
18. First sign of life! Sep 17. Evening. Notice how fast I respond. o
19. o
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22. Oct 1. Another email about charging me... T
23. 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
24. Seriously, “help us do better”?? T You have $50 winnings for people who give feedback after uninstall!?
25. 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....
26. 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
28. Holy customer failure, Batman! You just lost 52 potential clients Awesome! axbom.com/gympact