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Post by snaplongtimer on Mar 1, 2017 22:48:22 GMT
Are you guys experiencing slow responses from liftbrands support regarding fitware issues? I used to get a response the same day and now it seems at least 3 days before they get back to me. I mean they're nice and all, but it is getting kind of annoying when I want an answer now and can't get it. Maybe I should start calling and leaving a message and see if that get's a faster response.
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Post by Dale on Mar 1, 2017 23:09:33 GMT
And check out their franchise sales marketing quotes. They proclaim world class support! But we all know the Opposite is true. Liars and cheats are what they are! It's really difficult being part of this franchisor but when I lay my head down at night I know several people every day entertaining the purchase of a franchise sees this forum and does a 180 from lift brands.
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Post by greenergrass on Mar 2, 2017 14:05:16 GMT
There would not be such a back lot if they would 1)not have rolled out the Ipad and e-agreements and 2) at least provided some communication about the progress with all of the issues with these ipads/e-agreements. But they have never been good about communicating. Just another reason we are down to 700 clubs in the US. They really need to start taking responsibility for this instead of saying it's disengaged owners and lack of keeping up with the brand.
They say we need this and that, but I have members who say we have everything they need. Nobody wants to be charged an enhancement fee so we can add new carpet and tile and wood.
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Post by snaplongtimer on Mar 2, 2017 16:00:28 GMT
They used to have on the portal, I believe, notifications when there were issues they were working on. Didn't they? Where are they now? Am I just not seeing them? So my thought is doing the same type of thing as they do with those notifications on the lower right in fitware when maintenance is coming. Why not post an ongoing fitware issue until it is resolved? Is this like airing their dirty laundry? This would save us the frustration of trying to contact the help desk wondering what is going on. Probably save me from rebooting my pc thinking it's my bad. You might ask why don't I suggest that to them and I will tell you they haven't taken my suggestions in the past for MANY years and I have given many sensible ideas. I have mostly given up.
Many years ago I spoke to their marketing guy (that's not there anymore) suggesting they create something called "tips and tricks" as a useful tool giving us great ideas for our marketing, sales, whatever etc. He thought it was a great idea! This way we wouldn't have to keep waiting for a webinar to come along. This was many years ago and finally I seen it years later. This is some of the shit that frustrates me so much. No feedback. Even if I suggest something, the bps will say they'll forward it, but I never hear back. Are you surprised?
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Post by determined1 on Mar 3, 2017 14:25:52 GMT
We've made all sorts of suggestion only to have them go into a black hole. Basically it's a disengaged franchisor who doesn't take any input from franchisees and whose only goal is to introduce something, no matter how useless, and raise their fees. New employees always ask why we stick with such an awful system. (Basically the Yugo of software). Click the same button twice, because clicking it the first time just refreshes the screen, clicking 21 times in order to process a payment, no ability to hit the back button, having to search the customer base over and over because certain processes take you to a dead end with no ability to get back to THAT customer. The list goes on and on. That list doesn't include the crucial problems they don't have to deal with.
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Post by Amy on Mar 3, 2017 15:42:12 GMT
Don't forget the first click you have EVERY time you logon...you know the click to take you away, anywhere away, from the incredibly useless dashboard/graphs.
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Post by determined1 on Mar 3, 2017 22:46:45 GMT
What? You don't want employees seeing what you gross every month? You don't want to explain to them that out of that comes rent, tribute to snap hq, payroll, electric, etc?
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Post by determined1 on Mar 3, 2017 23:10:34 GMT
I was told today that their policy is to get back to clubs about issues within 72 hours. Of course that doesn't include weekends. In that case add an additional 48 hours. World class support? I think they missed part of that statement. It should be 3rd world class support. No company would remain in business with the way that snap operates this crappy software. Have an issue signing up a member on Friday? Hey, we'll get back to you by Wednesday of next week.
I can only imagine that Fitness On Demand customers receive the same awful level of support.
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Post by iwishicoulddoitover on Mar 4, 2017 4:42:40 GMT
I was told today that their policy is to get back to clubs about issues within 72 hours. Of course that doesn't include weekends. In that case add an additional 48 hours. World class support? I think they missed part of that statement. It should be 3rd world class support. No company would remain in business with the way that snap operates this crappy software. Have an issue signing up a member on Friday? Hey, we'll get back to you by Wednesday of next week. I can only imagine that Fitness On Demand customers receive the same awful level of support. I can't speak for FOD, but MyZone support is terrible because MyZone signed a contract with Snap and will defer to Snap on everything. |
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Post by snaplongtimer on Mar 4, 2017 16:30:12 GMT
I don't think the dashboard comes up with employees does it? Mine doesn't. Then again, we cannot walk away from the desk ourselves still being logged in. The reports should be accessible only on the dashboard/reports under the owners name. This is basic stuff to understand and becomes very frustrating when it wasn't planned that way at roll-out.
Up to 72 hour delays explains why I am getting responses 3 days later. They must have reduced the number of support staff and established this 3 day response time all to save money.
So I signed up a new member and made it all the way through past the ipad signing and to the cc terminal. That came up with an error when they tried to use a valid cc. I wanted to go back to enter the cc number by hand. The hour glass turned and turned and I hit the back button again. Then they had to sign the ipad again. I am so tired of this cc terminal. Trying to get all these components working well together seems to be a challenge and I never know when the cc terminal is going to act up. I have attempted countless times to have the support staff fix it for me and they say, "you should be good now". Then it works for a while until next time. I feel like I keep fumbling in front of my customers so much it is becoming embarrassing.
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Post by Tired Franchisee on Mar 5, 2017 7:24:58 GMT
Ahhh yes , the unending claims of Enhancements or New Services That turn out to be a Hindrance and Source of added frustrations. All in the name of bringing about a new mandatory FEE. This is the SNAP way and should be part of their advertisements because it is the only thing the Corporate office has mastered and could claim World Class status for.
Peter is a con artist who does not care if His Sales Pitch is based on lies nor If the actual Brand he is selling Is able to produce anything close to the numbers he proclaims.
As long as he sells another Franchise Agreement that locks the poor soul into spending every last dime they have because they can't afford a good attorney.... in fact He is so upstanding and honorable He's literally banking on it
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Post by greenergrass on Mar 5, 2017 13:49:29 GMT
I hope you are all complaining TO corporate directly about a fee that includes technology that does NOT work as it should. They add the $30 fee this month yet it can't do everything it should. It is a signature pad but the agreement that is being signed only works if you are doing a month to month reciprocal agreement. And the agreements available through the signature pad/IPAD are only allowing CC payments. All else comes later. But they want to start charging NOW. I'd like to know how they can get away with this. It's obviously because we have NO rights as a franchisee. So what do we do? This plan for an association is going nowhere and they probably know this and are laughing at us.
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Post by greenergrass on Mar 5, 2017 15:40:02 GMT
Write to Donald Trump. Write to your congressmen. There are currently no protections to franchisees and this needs to change.
This Franchisor has us locked in because of our investment, and then they change the franchise agreement (ex 5 yr to 10 yr term; changes to the advertising policy). And while the agreement first indicated they could change, these types of changes are detrimental to us as Franchisees.
If I knew in advance that changes like this would occur, I would never have signed in the first place. And still, there are people signing for the first time a 10 year agreement, they are being mislead by corporate. Corporate is telling the selling franchisee to move as much of their expense for the failing territory to another territory to improve the financial statements for the territory that is for sale. Further, the selling franchisee can advertise a great prepay, collect the funds from the prepay, and the financials look better. But then the new franchisee takes over and finds the reality is not so great. Sound familiar to any of you?
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Post by snaplongtimer on Nov 10, 2017 21:01:50 GMT
Not pleased with the new "Today's Attendance" member log format. I don't think it shows who was denied at the door.
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Post by determined1 on Nov 10, 2017 22:21:15 GMT
I think there's supposed to be some icon which is supposed to appear next to the name indicating they've been denied. Of course all of those icons look like crap and make it so you have to scroll to see what you're looking for. A very simple solution is to color code the names. Of course if denied the name would show up in red.
I guess you can't really put much faith in a group that takes the system down with no notice in the middle of the day and then calls it scheduled maintenance.
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