I have deleted my previous review from 01.16.09 and am now re-posting.
I got my device and was anxious to use it, however, was unable to install due to some random Java issues. I tried calling the company, and was unable to hold for a rep, rather I had to leave a message. A rep called me back and left a message saying she would call at a certain time. That call never happened- fueling my frustration.
I emailed the founder of the company, and that seemed to really get the ball rolling. After 1.5 hours on the phone with the rep (who was patient and very helpful) we got the issue fixed.
Another issue I had was this morning I tried to log in, to no avail. My first thought was 'here we go again'. I emailed support and they got back to me right away saying that they were doing maintenance to the system, and it should be up in a few hours. Thats fine, but how about posting a note on your web site to let customers know that.
Apparently, this is a small company, and they may not have the bandwith to support all their new customers. I am a big fan of small business, and had this been communicated to me, I would not have been so upset in the first place. It is all about setting the right expectation, then following through. Customer service it really is about communication, in my opinion.
That being said, I think the device, and what you get out of it is pretty nifty. Just be aware that the support (right now) is not the best, and if you are impatient like myself, it might drive you batty. I will post an update in a few weeks to give an update on how the device has worked and how services has been.
02.25.09 Update- Having technical issues AGAIN. It should NOT be this difficult. The problems seem to reside with the software, and not the device itself. Get more detail about GoWear fit Lifestyle and Calorie Management System.
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