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Holy customer failure,      Batman!    You just lost    52  potential clients      Awesome!
GymPactThe idea seemed  really cool...
d I liked that   you wererecommended by  Runkeeper.
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 fullcredit card credentials... (yeah that’s a whole lot of trust)
Problem: Not able to add mygym because the app crashes when I try.
Effect:I can not check in atmy 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...?
lTwitter. Sep 13.                   Geotagged...
Support ticket. Sep 15.                            l         I sent you all the details of          my gym, including link...
Sep 17.   h I added apicture from  the app.                   Geotagged...
All you sent me was a threat to charge me $10. Thanks to Runkeeper I had at least       made 1 registered workout.        ...
Sep 17.   h                  sent to corrections.I reference the tweets and the bug report   I’ve already sent (with a ref...
hI get another automated reply with a new               ticket no.
Sep 17. Evening.  First sign of life!                         oNotice how fast I respond.
o
n
t
Oct 1. Another email about charging me...                                            T
So yeah, I deleted my account and made avideo of how to do it...         http://per.ax/gpvideo Hint: it’s in the app, clic...
Seriously, “help us do better”??   TYou have $50 winnings for peoplewho give feedback after uninstall!?
My free feedback: The 50 bucks you’re giving  away to people who givefeedback, use it to pay your  customer service. I thi...
My GymPact               Sep 7            User Experience Map                                     axbom.com/gympact       ...
Holy customer failure,      Batman!    You just lost    52 potential clients     Awesome!                         axbom.co...
Gympact Customer Failure
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Gympact Customer Failure

Holy customer failure, Batman!

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Gympact Customer Failure

  1. 1. Holy customer failure, Batman! You just lost 52 potential clients Awesome!
  2. 2. GymPactThe idea seemed really cool...
  3. 3. d I liked that you wererecommended by Runkeeper.
  4. 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. 5. So I gave you my fullcredit card credentials... (yeah that’s a whole lot of trust)
  6. 6. Problem: Not able to add mygym because the app crashes when I try.
  7. 7. Effect:I can not check in atmy gym with the app. (kind of the key feature)
  8. 8. Result:I risk losing money even though I’ve been to the gym.
  9. 9. I think:Hmm, should be no problem. I just contact you...
  10. 10. You’re a startup, you should love to hear from users...
  11. 11. or maybe not...?
  12. 12. lTwitter. Sep 13. Geotagged...
  13. 13. Support ticket. Sep 15. l I sent you all the details of my gym, including links to website and Facebook page. I Got this ticket no.
  14. 14. Sep 17. h I added apicture from the app. Geotagged...
  15. 15. All you sent me was a threat to charge me $10. Thanks to Runkeeper I had at least made 1 registered workout. Sep 17. h Ah, so this is where I send reports?
  16. 16. Sep 17. h sent to corrections.I reference the tweets and the bug report I’ve already sent (with a ref no.)
  17. 17. hI get another automated reply with a new ticket no.
  18. 18. Sep 17. Evening. First sign of life! oNotice how fast I respond.
  19. 19. o
  20. 20. n
  21. 21. t
  22. 22. Oct 1. Another email about charging me... T
  23. 23. So yeah, I deleted my account and made avideo of how to do it... http://per.ax/gpvideo Hint: it’s in the app, click settings, scroll down, delete....
  24. 24. Seriously, “help us do better”?? TYou have $50 winnings for peoplewho give feedback after uninstall!?
  25. 25. My free feedback: The 50 bucks you’re giving away to people who givefeedback, use it to pay your customer service. I think they’re on strike....
  26. 26. My GymPact Sep 7 User Experience Map axbom.com/gympact d Sep 13 Sep 17 l o lvSatisfaction h v t Oct 1 T Time
  27. 27. Holy customer failure, Batman! You just lost 52 potential clients Awesome! axbom.com/gympact

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Holy customer failure, Batman!

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