Rantastic - a rant about Runtastic Customer Support
I run to try to keep a modicum of fitness. I am not a super runner but nor am I dreadful at it... Well, actually I am pretty crap but I try. Anyway that's not the point; it's just the introduction before I get off to a rant.
I have the Runtastic app on my Windows Lumia phone, to help me keep track of my activities. To be frank, I rely on it and it is pretty good.
Most of my running is static - on a treadmill - but sometimes I do an outdoor run or just a walk. Runtastic can follow you by GPS and will present you with your route shown on a map. It's a pretty cool feature, when it works. There's the rub. Recently it stopped working: All that gets recorded is a timed activity, going nowhere. It happened on a 5k run I did the other day - my first proper "race" in six months. That was really disappointing.
Now I think it may be me that's at fault. It could be an over-riding setting that I have changed on the phone to preserve the shitty battery life, and my next walk to town will be the opportunity to test if I have fixed it. But that is not the point eiher...
The point is that I thought there could be a problem with the app and, feeling sufficiently motivated (i.e. disgruntled) I used the "feedback" feature built into the app to report it. It's a feature which invites you to report problems or provide feedback.
The canned response (literally) that I received in reply raised my blood pressure. I quote the email and my reply below.
I have the Runtastic app on my Windows Lumia phone, to help me keep track of my activities. To be frank, I rely on it and it is pretty good.
Most of my running is static - on a treadmill - but sometimes I do an outdoor run or just a walk. Runtastic can follow you by GPS and will present you with your route shown on a map. It's a pretty cool feature, when it works. There's the rub. Recently it stopped working: All that gets recorded is a timed activity, going nowhere. It happened on a 5k run I did the other day - my first proper "race" in six months. That was really disappointing.
Now I think it may be me that's at fault. It could be an over-riding setting that I have changed on the phone to preserve the shitty battery life, and my next walk to town will be the opportunity to test if I have fixed it. But that is not the point eiher...
The point is that I thought there could be a problem with the app and, feeling sufficiently motivated (i.e. disgruntled) I used the "feedback" feature built into the app to report it. It's a feature which invites you to report problems or provide feedback.
The canned response (literally) that I received in reply raised my blood pressure. I quote the email and my reply below.
From: james.collett@jscinternational.com [mailto:james.collett@jscinternational.com]
Sent: 08 July 2014 09:13
To: runtastic support
Cc: help@runtastic.com; johannes.knoll@runtastic.com; michaela.leitner@runtastic.com; susana.lopez@runtastic.com; tomoe.himukai@runtastic.at; sifei.yu@runtastic.com; evrika.dedours@runtastic.com; beatrice.ferri@runtastic.com; laure.brouard@runtastic.com; office@runtastic.com; josh.shaeffer@runtastic.com
Subject: Re: [Feedback WP7]: runtastic PRO Version 2.7.0)
Importance: High
Sirs,
If you do not wish me to report issues through this channel, then I suggest that you publish an update to the app on my phone to change the way the "Report feedback" feature works.
I must say it does not feel terrific to see your Reply-To email address so unequivocally black and white (support+canned.response@runtastic.com) even if I could have guessed the nature of your reply below.
You can send as many "canned responses" as you like. I will continue to use the app as you supplied it and assume that your system will create the necessary ticket.
Thanks,
-James.
--------------------------------------------------------------------------------
From: "runtastic support" support+canned.response@runtastic.com
Sent: 07 July 2014 12:53
To: james.collett@jscinternational.com
Subject: Re: [Feedback WP7]: runtastic PRO Version 2.7.0)
Hi and thank you for your e-mail!
We have set up a brand new help section on Runtastic.com for you. In this section, you will find the latest instructions, videos and answers to frequently asked questions concerning all Runtastic apps, Runtastic.com and Runtastic hardware.
If you are unable to find the answer to your question within this section, you are welcome to create a ticket and contact our Runtastic Help Team directly. One of our team members will respond to your request as quickly as possible!
Check out the new help section here: https://help.runtastic.com/home?utm_source=supportmail&utm_medium=email&utm_campaign=supportmail_ar_en
Runtastic Regards,
Your Runtastic Help Team
---------------------
Hallo und danke für dein E-Mail!
Wir haben für dich einen brandneuen Hilfe-Bereich auf Runtastic.com eingerichtet. Dort findest du aktuelle Anleitungen, Videos und Antworten zu häufig gestellten Fragen bezüglich aller Runtastic Apps, Runtastic.com und der Runtastic Hardware. Solltest du dennoch keine Antwort auf deine Frage finden, kannst du dich dort direkt an unser Runtastic Help-Team wenden und ein Ticket erstellen. Unsere Mitarbeiter werden dir so schnell wie möglich auf deine Anfrage antworten.
Den neuen Hilfe-Bereich findest du hier: https://help.runtastic.com/home?utm_source=supportmail&utm_medium=email&utm_campaign=supportmail_ar_de
Runtastische Grüße,
Runtastic Help-Team
runtastic GmbH
www.runtastic.com
Follow us on Twitter
Become a fan of us on Facebook
Sent: 08 July 2014 09:13
To: runtastic support
Cc: help@runtastic.com; johannes.knoll@runtastic.com; michaela.leitner@runtastic.com; susana.lopez@runtastic.com; tomoe.himukai@runtastic.at; sifei.yu@runtastic.com; evrika.dedours@runtastic.com; beatrice.ferri@runtastic.com; laure.brouard@runtastic.com; office@runtastic.com; josh.shaeffer@runtastic.com
Subject: Re: [Feedback WP7]: runtastic PRO Version 2.7.0)
Importance: High
Sirs,
If you do not wish me to report issues through this channel, then I suggest that you publish an update to the app on my phone to change the way the "Report feedback" feature works.
I must say it does not feel terrific to see your Reply-To email address so unequivocally black and white (support+canned.response@runtastic.com) even if I could have guessed the nature of your reply below.
You can send as many "canned responses" as you like. I will continue to use the app as you supplied it and assume that your system will create the necessary ticket.
Thanks,
-James.
--------------------------------------------------------------------------------
From: "runtastic support" support+canned.response@runtastic.com
Sent: 07 July 2014 12:53
To: james.collett@jscinternational.com
Subject: Re: [Feedback WP7]: runtastic PRO Version 2.7.0)
Hi and thank you for your e-mail!
We have set up a brand new help section on Runtastic.com for you. In this section, you will find the latest instructions, videos and answers to frequently asked questions concerning all Runtastic apps, Runtastic.com and Runtastic hardware.
If you are unable to find the answer to your question within this section, you are welcome to create a ticket and contact our Runtastic Help Team directly. One of our team members will respond to your request as quickly as possible!
Check out the new help section here: https://help.runtastic.com/home?utm_source=supportmail&utm_medium=email&utm_campaign=supportmail_ar_en
Runtastic Regards,
Your Runtastic Help Team
---------------------
Hallo und danke für dein E-Mail!
Wir haben für dich einen brandneuen Hilfe-Bereich auf Runtastic.com eingerichtet. Dort findest du aktuelle Anleitungen, Videos und Antworten zu häufig gestellten Fragen bezüglich aller Runtastic Apps, Runtastic.com und der Runtastic Hardware. Solltest du dennoch keine Antwort auf deine Frage finden, kannst du dich dort direkt an unser Runtastic Help-Team wenden und ein Ticket erstellen. Unsere Mitarbeiter werden dir so schnell wie möglich auf deine Anfrage antworten.
Den neuen Hilfe-Bereich findest du hier: https://help.runtastic.com/home?utm_source=supportmail&utm_medium=email&utm_campaign=supportmail_ar_de
Runtastische Grüße,
Runtastic Help-Team
runtastic GmbH
www.runtastic.com
Follow us on Twitter
Become a fan of us on Facebook
9/7/2014 1:42 AM
| Comments [1] | #Computing and Internet
