My customer service problem with Weight Watchers is resolved, and it was a lesson hard learned.
For my readers who are also business owners, I want to summarize my experience - please do not make these mistakes with your customers!
1. If you give your customers online tools that are free for a specified period, and then they are entitled to extending the free period (which I was), don't give them an email contact to use to get instructions. Give them the instructions! Or give them a phone number to call.
2. If you use email as support, do not take from January 21 to February 13 to answer the email.
3. Train your customer service staff. The person who answered the email in #2 gave me incorrect instructions. It took me three phone calls to establish this.
4. Do NOT answer a tweet complaining about your service with "call 1-800-XXX-XXXX" which is your main customer service number. All I got was a long voicemail menu. I ALREADY HAD THAT NUMBER. IT'S ON THEIR WEBSITE.
5. Reward your effective customer service people. The last rep I spoke to was extremely helpful and stayed on the phone with me for over 20 minutes as we tried different solutions to my problem. He stayed to the end and made sure my registration went through properly. I told him how happy I was and that I would like to see him rewarded. He told me "there's a survey that I can put you through at the end of the phone call". I gave him the highest marks for everything he did and told them I would NOT recommend the program to anyone. (that was the last question). But it was an automated survey. I hope my responses are tied to this wonderful rep's service.
I have 14 weeks to use the tools it took me from January 21 to today to register for
and I will make the best of it. After that, Weight Watchers is going to be do-it-myself,
and I hope I can cancel (I had to give my credit card number) without
going through the same nightmare.
I suppose it does not matter to Weight Watchers if they lose customers over their lack of service. (I've heard, since the start of my difficulties, that I'm far from the only dissatisfied customer). There will be plenty more people, in the midst of the obesity epidemic here in the States, to join up. To them I say "I hope you have better luck if you need customer service."
So, I have 14 weeks to learn and succeed. And then, I'm on my own.
Have you ever kept using a product despite subpar customer service?