Holy customer failure,Batman!

You just lost

52potential clients

Awesome!

GymPactThe idea seemed

really cool...

I liked that you were

recommended by Runkeeper.

d

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 full credit card credentials...

(yeah that’s a whole lot of trust)

Problem:Not able to add my

gym because the app crashes when I try.

Effect:I can not check in at

my 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...?

Geotagged...

Twitter. Sep 13. l

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

Sep 17.

I added a picture from

the app.

Geotagged...

h

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

Sep 17.

sent to corrections.

I reference the tweets and the bug report I’ve already sent (with a ref no.)

h

I get another automated reply with a new ticket no.

h

First sign of life!

Sep 17. Evening.

Notice how fast I respond.

o

o

n

t

Oct 1. Another email about charging me...

T

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

Seriously, “help us do better”?? T

You have $50 winnings for people who give feedback after uninstall!?

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....

h

T

ll

do

vt

Sep 13

Sep 7

Sep 17

Oct 1

Time

Satisfaction

My GymPactUser Experience Map

axbom.com/gympact

v

Holy customer failure,Batman!

You just lost

52potential clients

Awesome!

axbom.com/gympact