Holy customer failure @GymPact

I’ve tried getting the attention of GymPact via several support tickets and via Twitter. Today I gave up, closed my account and uninstalled the app. Since GymPact decided to ignore me I decided to document my story in these slides, pictures, videos and tweets.

gympact charged!!!

Update!!

I just checked. And yes, on the 18th of September GymPact charged me 10 dollars – despite my many, many messages to them describing that it was impossible for me to add my gym to the app (see below). GymPact appears to just not care about user problems. Been reading several bad reviews now. My advice is to just close your GymPact account and uninstall as soon as possible.

The GymPact Customer Journey / User Experience Map

GymPact customer failure experience map

Slideset of the GymPact experience

I tried to contact GymPact via bug report, help desk message, the specific e-mail address for corrections and tweets every time I was at the gym. I have 3 (still unanswered) ticket numbers. After many days I got an answer via Twitter saying they would ”soon get back to me”, only to again be met by silence after that. Not a word since September 17. But they had no problem ignoring my attempts at contact and then charging me money. This is not ok in any way in my book.

Here is a slideset describing all the touchpoints:

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Video of me talking you trough the GymPact slides

This video became a bit long, but it was late and I was tired and upset. It’s the same slideset, but with me describing them all the way through.

When making the video I was still not aware of the fact that GymPact had already charged me money, that just seemed out of the question for me. And then, just before going to bed it struck me I need to check my bank transactions. And sure thing: they charged me after inviting me to report problems, I did report problems, and they simply ignored my feedback. Still trying to get my head around how they justify that…

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My Twitter conversation with GymPact

Thanks to Storify I’ve collected all my contact attempts on Twitter in this story:

My tweets to @GymPact

My Twitter conversation with @GymPact is really sad. Be sure to check the dates… and my full post on http://axbom.com/gympact

Storified by Per Axbom · Mon, Oct 01 2012 12:59:03

@gympact can’t add my gym! the app crashes when I click submit. here right now :(Per Axbom
.@gympact At my gym, unable to add it again. App crashes. Still no response from you… http://pic.twitter.com/b9gXC7JJPer Axbom
@axbom Hey Per! What country are your trying to add a gym in?GymPact
@Gympact SwedenPer Axbom
@axbom Gyms in Sweden are approved-will look into what is causing the crash & get back to you soon. Have you been able to send a bug report?GymPact
@Gympact I’ve sent a bug report and a help desk message. ticket no.s: #29559 and #29907 – thorough info about the gym.Per Axbom
@Gympact Glad to hear from you, was getting a bit worked up about lack of response as you can see in ticket #30359 ;)Per Axbom
.@Gympact 7 days since my bug report and no more feedback.Per Axbom
.@Gympact At the gym again. App crashes when I try to register a new gym. Time to uninstall and find something that works. #gympactPer Axbom


How to close GymPact account and uninstall the GymPact App

It’s not hard. Just start the app, click settings, scroll down and delete the account.

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Per Axbom

Per Axbom

@axbom

Per Axbom är kommunikationsvetaren som föddes i Liberia. I 20 år har han utbildat den digitala yrkeskåren och hjälpt organisationer med digital användbarhet och tillgänglighet. Per gör teknik trygg och omtänksam genom design, coaching och utbildning. Du kan höra hans röst på UX Podcast.

Digital omtanke bokomslag Pers nya handbok om etik i teknikbranschen, Digital omtanke, finns att köpa hos Bokus. Den engelska upplagan finns även i Kindle-format hos Amazon.

Anlita Per för föreläsning, workshop eller coachning.

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Did you learn your lesson? Workout because if you don’t, and you spend your time on apps that promise to make you workout, you’ll lose money? Then this app succeeded one way or another 🙂

Sorry for disturbing. I had some troubles in deleting my account. It keeps asking me to wait the next Monday. It has been two Mondays and still no respond. Is deleting the apps can block them from taking $1 from my account repeatedly?
#needhelp

I get charged even after deleting my account!