Discovery Vitality & Vitality Mall
Discovery Vitality: Poor Service and Bad Policies

I have been a Vitality member for 5 1/2 years. I reached Gold status and currently have about 58k points. Almost 12k of those logged against actual workouts. I mistakenly thought the vitality device qualified for the requirements to keep my Gym membership up to date. The Gym membership is the only reason I actually keep Vitality. I was one visit short. This came as a huge shock and I wrote in to have this explained. Days later, I finally got a call from a consultant. This consultant had the most disappointing canned responses to my questions. She quoted 'Contract Conditions' and 'Policy' before even hearing my query. The customer service level has clearly eroded as you no longer allow consultants to make informed decisions based on individual interactions. The manager who called me, again days later, Matthew Reggy, was just as bad. Generally, if corporations start using templates, canned responses and quote customers 'business rules' they are on a path to try to make servicing more efficient. This has definitely not worked and your customer service has seriously suffered because of it. I asked to cancel my membership. I was told I would be contacted in a few days... again.

Company: Discovery Vitality & Vitality Mall
Country: South Africa
City: Cape Town

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