Experience E2E Failure ***9

Firstly I am a customer experience manager so I am not impressed at all with the service I have received from Discovery:

1. I had a need to join the gym. 2. I made a decision to join vitality. 3. I joined. 4. I asked on numerous occasions about joining fee. I was told I can pay it month end. 5. Very excited I go to the choice of gym and they advise I need to pay the joining fee.

Discovery Failure: Misleading the customer to believe that she can join the gym and pay month end.

Experience *****ed: I was excited and motivated to start training only to be advised that the communication I received from discovery was in fact incorrect.

This is really disappointing from a brand of such a nature. This is also not my first failed experience. I have had more than one failed experience.

Customer Expectation: Based on this I expect a phone call from someone within 24 hours to advise how they going to manage this failure.

I will not be explaining anything to anyone. Please go an find the recordings and listen to them please. You can call me to get my details but I expect to speak to someone who can resolve this in one phone call.

It does not mean if you are a big brand that it should be okay to mislead customers very disappointing. Discovery has really failed me on more than one occasion.