I was SO excited to hear that you were tweaking your plan. Rolling it out in DECEMBER is always tricky - I mean, come on. This time of year is every dieters' worst nightmare in terms of stress, special treats, parties, etc - but I get it: you want existing members to have a few weeks before the January rush.
What I find inexcusable is that knowing ALL of this AND knowing that your technical upgrade was going to be a disaster, YOU WENT AHEAD AND DID IT ANYWAY.
I had noticed the issues with the website but was able to mostly work around them. I was a little surprised by the rather patronizing email from your CEO last week apologizing for technical "glitches" just before Thanksgiving, but I expected you knew what you were doing and that the problems would be resolved before the big roll out.
Then I was FORCED to upgrade the app on my phone and that is when my real problems began. I could no longer access ANYTHING. Even online. Yesterday I was briefly able to log in but not track. Today I am back to not being able to do ANYTHING. I attempted to contact you through your website and through your Facebook page and *crickets*.
I did see a few posts from Weight Watchers customer service on Facebook urging patience, techs working on it, etc going back over a WEEK. A WEEK. That is inexcusable. We, your members, PAY for this service and it has been unavailable at the time when we need support the most. Bad Form, Weight Watchers, Bad Form.
For a program that is supposed to help us "think beyond the scale" and focus on a more "holistic" approach, you are certainly doing nothing to help us, your Members. Instead of making the program easier, your roll out has done nothing but it make it worse AND it happened during the worst possible time of the year.
Instead of going to my meeting and being EXCITED about the changes, I am ANNOYED, FRUSTRATED, and STRESSED. I know our group leader will ask for our feedback and I will have no choice to be express my deep disappointment and will likely vent my frustrations on her. I really do not want to do this. It is NOT her fault. This is YOUR fault.
Instead of posting an upbeat message, I am here expressing disappointment and, worse, a complete lack of confidence in Weight Watchers' customer service.
To anyone considering joining, I have been an enthusiastic WW supporter for years but seriously, right now, go somewhere else. Find a different program.
2 comments:
I just happened to come across this..while seeing if I could find anyone else that was pis#ed off enough about how how this "new and improved" is. I've tried contacting WW...but other than online chat (where the so called priority tech) simply says that they too...are frustrated.
Bring back the way the 'classic plan' allowed you to view the entire week...or weeks (since you could go back and see your accomplishments) for months. Each daily meal was highlighted in a different color for breakfast, lunch, etc.. ONLINE EXPERT chat says that something similar is available on the mobile app...but for those of us paying/using E TOOLS...we do not see it. Why not? Why not address this as well? Same thing for weight progress. The 'classic plan' actually graphed it by week, 4 week, 12 week...since joining. This new format just lists it. It is worthless. Tell THERESA DiMASI (content and magazine editor) that this new E-tools is NOT an improvement...and she should address it.
Or even OPRAH for gosh sakes! "HONEY CHILD" speaking OPRAH don't have no clue!
I share your frustration. I did my best to embrace the new plan. I really did. I was actually excited about it when they started rolling out pieces of it this past summer. In the end, I am voting with my wallet. WW 24x7 support even offered me 2 months of free service.
I've been thru several iterations of WW and this is by the far the worst roll out I've seen. I've never seen anything handled so unprofessionally. It's almost immoral that they would do this to members during the holidays, knowing their tools would be unavailable.
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