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Post by fishstyxx on Feb 1, 2017 13:57:20 GMT
Over and over again we see changes made to member accounts which are simply wiped out. Typically this is with new billing information which has been updated. It results in billing not going through and Snap collecting a fee for their decline recovery scam. However, this morning we saw it wipe out a member's membership renewal. All of the new details were updated in the membership agreement section as well as the POS section. This morning all of that information was gone. How does that happen? It's easy to do when you have no idea how to do backups and restores. Any qualified dba can do these easily. Unfortunately that's not the quality of person Snap hires, but they charge us 3x the industry average for sub-sub-substandard software, support and administration. This is obvious every time they take the system down to do maintenance. Any competent administrator could do this with 0 down time. That capability has been available since 1995. Unfortunately it's not possible when you have no clue what you're doing.
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Post by fishstyxx on Feb 1, 2017 16:34:15 GMT
So how bad is support? Here's the exchange with the lift brands person
Feb 1, 7:42 AM CST
On 1/27/17 around 11am I started to renew <member's name> family membership <member's access card number> using the convert button, which is what I've done in the past. However I stopped that process and used the renew button instead. The membership agreement info showed in her account, as well as the POS entry. This morning she was denied access. Neither the new membership agreement details nor the POS entry were in the system.
I put her back in the system this morning using the convert button again. As I've said before you guys are most likely doing system restores which is wiping out changes previously made to the system. This isn't the first time we've seen changes made which are wiped out.
The lift brands response:
Good Morning,
Her card updated to allow access this morning at 8:34 am for the back door and 8:59 am for the front door. The next time she scans she will be able to access the club.
Thank you!
As you can see the issue isn't addressed. Instead useless information is conveyed and nothing is provided which indicates that the issue will be looked into and a change in process implemented to prevent this sort of thing happening in the future. We've been these sorts of problems for over a year now and nothing is ever done to correct the issue they have with their process.
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Post by determined1 on Feb 1, 2017 17:45:01 GMT
We've seen this happen over and over again. Their typical response? You must have just thought you updated it. We aren't seeing anyone else with these problems. As I've said over and over again lift brands doesn't have a clue about software, management, business in general, dealing with the public or even anything fitness related.
Buy into this franchise and you're buying into a communist way of doing things. FORCED to buy their crappy products which are useless and ineffective and do nothing but add to corporate's bottom line. If they were any good they wouldn't have to force people to pay for them as they sit on a shelf unused, or in the case of shitware forced to use and encounter problems over and over again.
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Post by Dale on Feb 1, 2017 22:36:27 GMT
Determined1... you hit upon what we all need to do in your last paragraph. We all need to inundate social media about the terrible franchisor that snap is. We need to make sure anybody that is searching online to open a franchise here's the truth about this company.
There is no doubt Snap is already feeling the pain in the number or lack of number of new franchises open. Let's all do everything we can to continue and increase that pain. We all know the best thing that could happen for the majority of franchisees is they go away and we go independent.
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Post by cheryl on Feb 1, 2017 22:57:21 GMT
I've mentioned before that franchisees should be careful about providing specifics. I've heard from our lawyers that snap is a very vindictive company and that do all sorts of things to harm your business. What you've posted enables them to pinpoint you and go after you about anything they can find and/or having you be the recipient of "glitches". Just a word of warning.
Oh, and yes, we've seen member billing information vanish as well and had them point their fingers at us and try to convince us we never updated the members' billing. Never their fault, only those stupid, inept, lazy franchisees.
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Post by yeeeee on Feb 2, 2017 21:34:47 GMT
Just this morning I was combing through some membership info when I found a member who hasn't paid since August but somehow it never automatically set him to delinquent like it should have. I remember him coming in that month and updating his billing with us but for some reason that billing info didn't save. So his account has been active since and he is a frequent user of the facility but we never noticed because his account never came up as delinquent  |
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Post by snaplongtimer on Feb 2, 2017 22:20:40 GMT
I would get with liftbrands support immediately to figure out what went wrong and how to avoid that from happening again. Are there anything in the insurance fields? I have had something in the insurance fields before with no method of payment selected, recurring and it will not go to delinquent, but rather stay on recurring and "ok" status no matter what the charge is. Then there will be monthly amounts "on account" sitting there accumulating.
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Post by determined1 on Feb 3, 2017 1:28:11 GMT
We've also found that if someone is on freeze and their billing doesn't go through it doesn't set them to delinquent and leaves them on freeze. Here's the kicker though... When their freeze period ends and they go back to active it doesn't change them to delinquent and doesn't try to charge them any longer.
Snap's (aka lift's) response? Oh, well you should have run such and such report in order to catch this. However, while they're on my system they can't figure out what report will display that data. After consulting with others they figure it out. Of course they blame the franchisee for not running that report. As normal with them IT'S YOUR FAULT!! NOT OURS!!
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Post by cheryl on Feb 5, 2017 23:08:20 GMT
We recently brought a new manager on board who has experience with several other fitness centers (private, corporate and franchise). I received her 2 week notice late Friday. Her main issue? The software we use. She couldn't believe we could be trying to run on something so poorly designed. The user has to know to click certain buttons more than once, that the system has "probably" recognized their key click or that "processing" doesn't really mean it's processing or that when it says it's saved data that it really hasn't.
As I've said before, if this product was any good they could sell it to a lot of different fitness centers. However, it's so bad that the only way to get someone to use it and pay for it is basically at the end of the barrel of a gun. (Or in this case a franchise agreement)
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Post by determined1 on Feb 6, 2017 15:22:06 GMT
We've run into the same thing. In the past our employees are typically with us 2 to 3 years. Ever since fitware was rolled out we haven't been able to keep anyone on staff for more than 6 months. They get frustrated with this crappy software and say enough is enough. We've had employees get so frustrated that they've told a new sign up that they'd take all of their information, put it in the system later and then locked up and walked around the block(s) for 2 hours to work out their frustration.
Now they have a maintenance window scheduled for tomorrow. These days only morons who don't know how to manage systems have maintenance windows. Incompetence run amuck.
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Post by fitmareuser on Feb 13, 2017 21:51:36 GMT
Determined1... you hit upon what we all need to do in your last paragraph. We all need to inundate social media about the terrible franchisor that snap is. We need to make sure anybody that is searching online to open a franchise here's the truth about this company. There is no doubt Snap is already feeling the pain in the number or lack of number of new franchises open. Let's all do everything we can to continue and increase that pain. We all know the best thing that could happen for the majority of franchisees is they go away and we go independent Determined/Dale: how about listing social media sites ; FB; Google; Yelp etc to get the message out about Peter and his continued Swindling Practices. People may not have time to research all this when we are trying to Chase down $'s from Corporate System erros again this month. |
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