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Post by determined1 on Jul 22, 2016 16:33:32 GMT
I'm not sure the best way to do this, but I thought it would be beneficial to have a way to make others away of pitfalls and issues found within fitware. If all you're going to say is that fitware sucks then please save the bandwidth. You might as well post that water is wet. I'd like to list specific issues and assign them numbers so they're easier to reference.
1. Members' billing isn't updated automatically - This has been brought up before, but I feel it's important to list it here.
2. Prepay accounts - I think most clubs offer these programs and offer free months with them. Unfortunately fitware doesn't include those free months. It also doesn't provide the ability to prorate the remainder of the current month. This all needs to be done automatically, or at least give the club manager the option to have this done automatically.
3. When creating a new account, after the member information page is filled out and the user clicks next the system sits there and does nothing. The user has to hit next again. If they don't and wait for the system to continue to the next page the system will simply time out and all the information they've entered will be lost.
4. Getting payment - This is a daunting number of clicks and needs to be simplified. All one has to do in order to figure out how it should be implemented is visit amazon.com.
5 Member billing information - We've entered members' new billing information only to find at the beginning of the month that all of that new billing information has been wiped out. We're told that no one else is experiencing this, however in talking with other franchisees we've found that it's a pretty common occurrence.
6. Member receipts - When a member wants a receipt they're surprised to see that the last 4 digits of the credit card are not what shows up on their receipt. We've had a couple members demand that this be reflected properly because their insurance company demands it from them for reimbursement. We've had to save it, edit it and print it out.
7. Tanning - If a member wants to add a single month of tanning the user has to do all sorts of modifications to get it to work properly. It's also dependent of what time of the month it is. The process involves wiping out the monthly cost, setting the pro-rated amount to the fill amount, processing it and then going in and cancelling the tanning agreement for the date one month in the future. A lot of unnecessary steps for what should be a simple process.
8. Timeouts - We were told that the annoying timeouts from checkfree would be gone and the timeout value could be set by the club. Instead we get the same annoying attribute.
9. Notification upon swipe - If a member has an outstanding issue (eg need a signature, etc) the system will pop this up when they swipe their card.
... others to follow
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Post by cheryl on Aug 15, 2016 23:31:41 GMT
Here are a couple we've found recently:
Have a former member come back to sign up? This is great!! So great that to ensure they stay Fitware changes their dues to $0. Have a program you set up to be a home club membership? Well if it's a home club membership then that should be $0 per month as well. Snap's response? That couldn't possibly fitware, someone on your staff must have changed it to $0. Really? Who? Well gee they can't tell you that because they have no record of it. So now it looks like we've lost a couple thousand dollars because of this fitware glitch, which they claim is user error and not fitware and we're the only ones seeing this.
So how can you search this? Not as easy as it should be, but basically : Reports > Member Reports > Members list From there filter out your prepaid memberships, terminated, etc. Then scroll over to the right and look for the zeros
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Post by SouthernAlchemist on Aug 18, 2016 21:31:44 GMT
These are all great issues, and to add a little more here we go: 1) to extend or change a trial membership you need to go and mark the prospect not interested-->inquiry-->trial again....seems a bit much right? 2) When cancelling PT it deletes your remaining and consumed sessions 3) Of course all the reports and graphs are way off especially on the dashboard (so why have it??) 4) the new campaign creator does not allow you to add custom mailing list like the old one did (and seems a bit more complicating) 5) you can no longer add a member under 16 on a membership unless you give them an access key (corporate says put their information in the notes section, but why not just make Fitware an easier to use software?) It seems like they are more proactive in finding you ways around their iussues vs actually trying to solve them. That is it for today
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Post by fishstyxx on Sept 13, 2016 12:45:45 GMT
Here's one ya gotta love. Not sure what number to assign it, but...
X) If a member is on freeze and their payment doesn't go through their status isn't changed to delinquent. They remain on freeze and have a current due of $3 or $5 or whatever you charge for a freeze fee. Now here's the wonderful part. When their freeze period ends they go back to OK status and instead of trying to collect their dues their unpaid dues go into current due and just keep accumulating. When brought up to support, their response? "That's the way it's designed, if you want to find these people you have to generate a report". Are you fu^^ing kidding me? I'm always amazed at corporate's stance that it's never their fault, they meant it to work that way or the zees are just lazy and bad operators.
Then what gets me is they try to position their juvenile attempt at billing software against other billing software packages as equal. If that's the case I challenge them to go out and try to sell it and compete with other fitness billing and management software systems. They wouldn't be able to give it away.
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Post by Tired Franchisee on Sept 15, 2016 2:53:25 GMT
Cheryl....
I just found the same issue with Lost Revenue due to HOME CLUB ONLY Membership fee's NEVER BILLING. We are at $2000.00 lost and are not done reviewing the report.
I had been questioning Corp on the Accuracy of their Membership Reports. Our Memberships are up 100 memberships from last year but our Monthly Revenue is still the SAME for EFT's as last year. Corp response when I sent them the question was telling me to Review an ALL MEMBER Report. I read your post and started with Home Club Only Review and what do you know. I know that the CC UPDATER is the MAJOR ISSUE ; I have documented other Thousands of dollars lost over the System Terminating Memberships at the end of their 12 mo commitment instead of seeing the roll over to a month to month it saw the end date of the commitment and Terminated the membership. Also Problems continue with Membership Renewals. Especially if a Member Renews and adds a member or a service ; this seems to also CONFUSE the system.
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Post by greenergrass on Sept 15, 2016 21:03:48 GMT
I found the same issue with home club memberships and thought that somehow my employee made mistakes entering but the system is supposed to have a minimum monthly amount. Obviously this didn't happen. Zero billing for four months on a few accounts. Not all were like this so I still don't know what happened.
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Post by fishstyxx on Sept 16, 2016 15:48:54 GMT
We had this happen to us as well. Found one of them, changed it back to the correct amount, put in a note that I corrected it and fitware went back in and changed it back to $0. We also find that new billing information we enter is deleted, as well as the note we enter. We've had some members look over our shoulder when we modify it. So far the issue with fitware changing dues to $0 has cost us just over $3500. Given a choice we would have asked for compensation and if not reimbursed changed billing s/w companies immediately and filed a case against them. With snap all we get is "Must be your fault, we don't see it happening to anyone else".
Of course snap's (sh)IT group tells their support people that such a thing could never happen. Uh, yeah it can and it's pretty simple if you don't have a clue as to what you're doing. Here's a very likely scenario. Someone finds some sort of issue, does a system recovery from a backup. Ok, all normal there, however, if you don't roll through the changes that occurred in the database then you lose all of those changes. I may not be a DBA, but I know that. Problem is either snap has no DBAs or their DBA is an idiot.
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Post by determined1 on Sept 17, 2016 19:53:46 GMT
Tired,
One thing to be aware of is that snap considers memberships with a status of Suspended, Delinquent, Collections to be ACTIVE memberships and they collect fees on all of these. Someone's not paying you anything? Well you still pay Snap for that membership. Sound ridiculous and non-intuitive? It's the snap way. You'd think that if you had someone in a collections status that it would be even worse than terminated, nope. Basically if it's not terminated it's active and you pay.
How bad is the system? At one point there were 2 different ways of getting membership numbers. However, each gave a different number. Snap's solution? Fix it? Well in their opinion they fixed it, they removed both ways to calculate memberships.
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Post by Tired Franchisee on Sept 20, 2016 22:16:39 GMT
Determined: CHECK YOUR EMPLOYEE PROFILES:
I just Ran our PT Sales #'s for a Review of a Sales Manager. Fitware shows Several People listed as Employees that are NOT my EMPLOYEEs Nor have they EVER been a Member. They actually recorded sales for these people. Not one sale attributed to my actual Sales Managers that have been with us for over a year now.
I turned this issue into corporate back in October last year. Corp said it was a DISPLAY issue. Almost every SINGLE one of my EE Profile's INCLUDING MY ADMINISTRATOR ; ONCE YOU CLICKED on them were FULL of STRANGE names and EMAIL's. I was told a couple of them were other OWNERS... WAS TOLD IT WAS RESOLVED. OBVIOUSLY NOT.
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Post by Tired Franchisee on Sept 20, 2016 22:31:33 GMT
Jonas Fitness Webinar Last week on New NACHA guidelines for Declines and Resubmissions;
Did anyone else on here sit in on the Webinar last week with Jonas Fitness COO Scott Burgess? Anyone, like me, running into issues with gaining access to these reports? and to the EFT WEB Product?? Scott said all we had to do was ASK Corp. When asked if we could not get it from Snap, he said to contact Paul Bunting at Jonas if needed. I was told by our Brand Perf Specialist to contact Jonas and Paul Bunting responded saying : Jonas would Need Corporates approval...or change of ownership. Anyone know anything about this Change of Ownership? Paul Bunting made it sound like My Club's Jonas Agreement is the Original Agreement and does not allow for direct access to Jonas reports. Why wouldnt they want us to have access to all of this if there was not something they are trying to hide? makes no sense.
Scott Burgess - Jonas Chief Oper Officer specifically answered 3 Snap Clubs questions about billing reports stating " Snap Franchisee's Contract for Payment Processing is DIRECTLY WITH JONAS - NOT Snap Corp. "
There are decline code reports that Jonas sends to Corp every month that INCLUDE the NACHA decline codes. Some of the codes indicate we should not be Re-processing and some indicate the Club needs to contact the BANK to provide proof the EFT was not asked for fraudulantly.
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Post by determined1 on Sept 21, 2016 0:32:46 GMT
We started trying to use the employee section of fitware, but it's an non-intuitive mess fraught with issues all over. We pay to have a separate system and like most of fitware don't dare use it.
It's interesting about the Jonas comment. I take that to mean we're not tied to them and free to choose our processor.
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Post by snaplongtimer on Feb 24, 2017 21:17:04 GMT
Speaking to a Powerhouse owner..he says they use ABC Financial software for billing and account management. He says there are a couple options. Basic processing only is about .60/transaction. This includes reporting as well and similar to ours I guess. Oh…also includes cc updating. Full service costs more about 5% of your draft, but includes everything….reporting, cc updating, collections. They also deal with customer directly on all issues including mail statements and past due notices. He really likes the software. The only complaints I seem to be reading online are those coming from people not wanting to pay their bill.
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Post by determined1 on Feb 25, 2017 1:41:59 GMT
Speaking to a Powerhouse owner..he says they use ABC Financial software for billing and account management. He says there are a couple options. Basic processing only is about .60/transaction. This includes reporting as well and similar to ours I guess. Oh…also includes cc updating. Full service costs more about 5% of your draft, but includes everything….reporting, cc updating, collections. They also deal with customer directly on all issues including mail statements and past due notices. He really likes the software. The only complaints I seem to be reading online are those coming from people not wanting to pay their bill. Either of those are extremely high. There are much better systems out there with much lower pricing, especially when there are more than 500 seats. I'll be at the IHRSA convention in a couple weeks and talking with software companies.
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Post by snaplongtimer on Feb 27, 2017 16:43:34 GMT
Why does fitware, it seems, always has issues coming off weekends?
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Post by determined1 on Feb 27, 2017 18:37:34 GMT
Because no one works on the weekend at snap hq, and that includes IT. Imagine that at any other software company in the world. It would never happen.
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