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