Reply from Fit 3DSep 6, 2023
Sue,
I thought a lot about how to respond to your note here as I didn’t want to come off as defensive.
When I think about customer service, I think about empathy, communication, and problem-solving. I think the best example of this we can share is based on an email our CEO wrote you personally. This is the level of attention & communication we provide here at Fit3D.
“Unless I have your facility wrong, I am seeing that the vast majority of your scans are successful and that you've processed over 500, which is a great amount in just a few months. For the scans that are failing to process, which are due to environmental issues, we have a software update coming shortly that will help your unit specifically. I am not sure how we can be more dedicated to your success or how we can be more helpful, but I am open to suggestions.
I am sorry for any inconveniences you believe we may believe we have caused, but again, I can assure you that we care about your success and are working hard to help you achieve your goals.“ - Greg M, CEO - 8/31
We’re not perfect, but I think we are doing our best to listen to your concerns & respond in a timely manner. And I think multiple notes from our CEO speak to that. We do care.
What I see when I look through our overall exchange is senior leadership & the support team listening to your concerns & trying to make things better. And, I also see your responses stating that even if we fix things, you were going to blast everyone you knew to make things a problem for us. I’m not sure how to close that gap.
At our core, Fit3D is about helping clients improve their client experience. We mostly do this by measuring people’s progress. I’m not sure where we dropped the ball here for you personally, but your staff is using the scanner successfully. Greg noted that “they attempted 3 scans yesterday (8/30) (all were successful) and they attempted 2 scans today (8/31) (all were successful)”. Again, we apologize for not meeting your expectations here, but I think the team has made authentic attempts to address all of your concerns.
Additionally, I was told that the engineering team pushed a software patch to your facility on 9/1. I hope this continues to improve the scan quality at your facility.
I am sorry for any inconvenience you believe we may believe we have caused, but again, I can assure you that we care about your success and are working hard to help you achieve your goals.
Sincerely,
Patrick