Reply from Flip SecretsAug 15, 2024
Hi Ryan, I dug into our customer service records for this case because this synopsis you gave definitely does not sound like our team! However, we are human, and so on the rare times we hear there has been a less-than-satisfactory experience, we do a full audit to see how we can improve :)
Our records confirm that you initially had issues receiving our emails. Spam filters, unfortunately, do filter us out sometimes based on your personal email settings and carrier, but we got you help quickly, and you found the emails (yay!). We were able to help you get into all the materials successfully (yay!). We can see login records and have confirmation directly from you that you were able to access everything.
Here is the timeline our records support:
May 9th - you enrolled in our program (yay!) and booked your onboarding call at a time convenient for you
May 11th You had your scheduled onboarding call with your coach.
Also, on May 11th, we sent you all of the information for accessing the masterclass and community, hopping on your weekly coaching calls, and participating in the daily mentor calls. On the onboarding call, your coach reminded you to check spam for emails and also to save her number so you can text her for help anytime.
On May 13th, your coach emailed you four of our most useful resources to help you get started.
May 14th Your coach emailed a reminder to book your week 1 call, complete with a link to the calendar and instructions on how to reach out for help in between those calls with her.
May 15th, your coach reached out again.
May 17th—Your coach contacted you again with instructions and encouragement to get into our community.
You responded to this email asking who to contact for help.
Your coach responded with help, and you went back and forth a couple of times. She ended up texting you with instructions since email was being tricky, and you replied thanking her.
On May 22nd, May 26th, May 29th, June 5th, June 11th, June 12th, and June 13th, we attempted multiple times to contact you again to hop on a call for coaching and support.
The only time you reached out to us this entire time was on June 13th, when you emailed asking to break your agreement with us because you still struggled to access the materials. We responded promptly with how to proceed and notified your coach to reach out again to help.
That same day, your coach reached out and guided you through finding our emails. You replied that you were able to search for them and that you could see them all (yay!).
You booked a call for June 15th and attended the call, during which your coach took extra time to ensure you were set up in the masterclass and community and well prepared to participate.
Since that day, you have not booked another call, reached out for help, or replied to any further emails—outside of this review, of course.
It is quite a shock to see this review here when we have been incredibly proactive in reaching out to guide and help you with little response from you so far.
As you can see, our program provides an incredible amount of custom support and human touch to each and every member. But we can only do so much when you do not reply. We would love to work to get you the success you came here to achieve.
Please respond to any of the emails, texts, or calls we have sent, or simply write in to [email protected] and we can help you pick back up where you left off right away. While this review certainly got our attention, the best way to get support is through one of our many member communication channels.
Thanks for the continued opportunity to serve you.