Holy customer failure, Batman!

1. Holy customer failure,
Batman!
You just lost
52
potential clients
Awesome!

2. GymPact
The idea seemed
really cool...

3. d
I liked that
you were
recommended by
Runkeeper.

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. l
Twitter. Sep 13.
Geotagged...

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. Sep 17. h
I added a
picture from
the app.
Geotagged...

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. Sep 17. h
sent to corrections.
I reference the tweets and the bug report
I’ve already sent (with a ref no.)

17. h
I get another automated reply with a new
ticket no.

18. Sep 17. Evening.
First sign of life!
o
Notice how fast I respond.

19. o

20. n

21. t

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...
http://per.ax/gpvideo
Hint: it’s in the app, click settings,
scroll down, delete....

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. My GymPact
Sep 7 User Experience Map
axbom.com/gympact
d Sep 13
Sep 17
l o
lv
Satisfaction
h v
t Oct 1
T
Time

28. Holy customer failure,
Batman!
You just lost
52
potential clients
Awesome!
axbom.com/gympact