Fit 3DReviews of fit3d.com

Response from Fit 3DApr 12, 2024

Hi Steven, I have no emails from any Steven's in my inbox since mid-January, and it's April. If you want to provide your info to me, I'm happy to follow up with you if I haven't already. If you have an open support ticket, I'm happy to follow up on this. -Patrick

Response from Fit 3DApr 3, 2024

Dear Irritated Customer with 1 Review, Thank you for reaching out to us. If you have any inquiries regarding your current support ticket, please feel free to share the details with us, and we'll promptly assist you. Alternatively, if you haven't yet raised a ticket, you can reach us at [email protected], and we'll ensure your concerns are addressed. Regarding our service level agreements (SLAs), our commitment is to respond to emails within a few hours during weekdays. To give you some data, for this week our "Low tickets are closing in an average of 6 hours, and our higher tickets with more back & forth are fully closing within 19.9 hours. The one larger exception to these trends are the weekends where we do not require our staff to work. And as a minor correction or update, per phone support, we DO offer phone support but kindly ask that you schedule a call in advance to ensure a smooth conversation without any delays. This helps us avoid any instance of phone tag for both parties. Regarding recent changes for billing, we understand there may have been confusion. We have introduced a monthly service fee to cover our operational expenses as our vendors costs have gone up as well. We sent 6 emails on this topic and wrote a blog post about all the costs that go into scan processing and running this service for all our clients. This is the only pricing adjustment we've made in the past five years, necessitated by our commitment to maintaining the quality of our scan processing services for our valued clients. A lot has changed over this time, and I hope you can understand where we are coming from. I've initiated a review of your account to better assist you once you can provide us with your information. We appreciate your loyalty over the past four years and look forward to continuing to serve you with our assessment services in the future. Warm regards, Patrick COO

Response from Fit 3DFeb 23, 2024

Dear Rachel, Your account left a lasting impression on me, and here's why: Your data is nothing short of a goldmine. I've taken the time to thoroughly review our recent support interactions, and I understand your frustrations. However, I want to shift the focus away from defensiveness and instead offer some valuable insights based on the unique data you have at your disposal. First and foremost, I want to emphasize that your data is incredibly valuable—it's a goldmine waiting to be fully utilized. The best MedSpa clients we work with leverage their data to demonstrate the effectiveness of their programs, and yours is no exception. Let me highlight a few examples from your scan data speaking generally: Client X: Achieved a 1.0% reduction in body fat, along with measurable decreases in waist and hip measurements, all within just one hour of treatment. Client Y: Experienced a 0.9% reduction in body fat, again with noticeable decreases in waist and hip measurements following a single one-hour treatment session. These success stories are powerful. They serve as tangible evidence of the effectiveness and impact of your treatments. They're precisely what potential clients want to see when considering a service-based business like yours. You have a before-and-after Fit3D scan portfolio that many operators would envy - with corresponding circumference measurements. My recommendation? Showcase these success stories. Turn these clients into the stars of your sales book. Highlight the visual and quantitative documented proof of how your treatments have transformed individuals, sometimes resulting in an entire inch lost from the waist in just one hour. Moreover, consider leveraging these results in your advertising efforts. Promote the availability of scans with such impressive outcomes to draw more people through your doors. I understand that times have been tough, and I empathize with the challenges you're facing. However, I truly believe that you're in a unique position to not only overcome these obstacles but also to thrive. Your proven results and services provide a solid foundation for growth. I want to reiterate that your review paints us in a light that doesn't reflect the true value of our services and the insights your data provides. I firmly believe that our communication has been transparent, and your machine is indeed invaluable, especially when viewed through the lens of these remarkable results. Fit3D is more than just a machine—it's a powerful sales enablement tool, essentially serving as a "digital receipt" for your clients' transformations. I wish you all the best moving forward, and I'm here to support you in any way I can. Warm regards, Patrick, GM, Fit3D PS: I'd like to address one crucial point. There's a significant distinction between appearing rude or untrustworthy and our responses potentially not aligning with your financial expectations. Throughout the past three months, our team has maintained consistency and transparency in every email exchange. I hope you can appreciate the overlap in our situations. While you've suggested we change to our business model due to economic pressures you're facing as an owner, it's essential to note that we've also adapted our operational model in response to similar conditions as well.

Response from Fit 3DFeb 22, 2024

Hi Mark, I re-read through your support ticket & wanted to reply here. I am sorry that you had to close down your gym due to Covid. That was hard for our industry as a whole. Aside from you paying $18K for the unit, which is really really high... your main concern seems to be that the reseller you worked with in AU didn't disclose the Terms & Conditions of our product. For the record, we have parted ways with this distributor for several reasons. But, I hope you understand that a reseller cannot limit the service levels of the parent company. I am sorry that they did not disclose this to you, as this was our in-contract with them. Per your other request, we do not offer a service plan for individuals. But we have sold several units to Australia in the last year, so there is a market. I'm happy to reply on your service ticket as well if you need ideas here. Again, I am sorry you had to close down your business. We're always willing to help out a business owner with a free month or 2 if it helps you get on your feet, but we do not have a plan for free service indefinitely. -Patrick

Response from Fit 3DFeb 23, 2024

Dear Zen, We sincerely appreciate your loyalty and support over the past four years. It's fantastic to hear that our product has been beneficial to you during that time. Regarding your concern about potential changes, we understand the importance of transparency. Our terms of service, which you agreed to upon purchasing our product, outline our right to modify features and products as necessary. This is a standard practice to ensure we can adapt to evolving needs and technological advancements. To speak directly to your ask, we outlined this as clearly as we could. Regarding pricing adjustments, we have only implemented one change in the past five years. We strive to keep our services affordable while ensuring sustainability amidst various economic factors such as vendor costs, cloud computing expenses, and supply chain considerations. Once again, thank you for your continued patronage over the years. Please know that this decision was made after careful consideration of various factors, including the need to sustainably maintain and enhance the quality of our services. We assure you that our aim is always to provide the best possible experience for our customers, and this adjustment is essential for us to continue delivering on that promise. -Patrick, GM

Response from Fit 3DFeb 23, 2024

Barry, It's great to see that you've been utilizing our scanner since May of 2019. Thank you for your consistent use over the past 4 years; achieving a scanner success rate of nearly 95% is truly impressive. You have roughly 1000 scans on your account which is great. Regarding your concern about the leasing agreements, unfortunately, we have no control over the terms set by external financial institutions. However, it might be worth exploring the possibility of folding our monthly service tier into your existing lease arrangement. Noting your initial purchase through a reseller in the United Kingdom, it's essential to clarify that international deals involve agreements with both our parent company and the reseller for hardware sales. Our terms of service are usually integrated into a reseller's contract, but I am not familiar with your specific agreement with that party. As for pricing adjustments, this is the first change we've made in five years. While we strive to maintain affordability for all our clients, operational adjustments are sometimes necessary due to global economic factors. We're committed to working with you as a valued customer to find a pricing solution that aligns with your budget. However, we must clarify that we are unable to offer scanning services for free indefinitely. We appreciate your loyalty and understanding as we navigate these changes together. If you have any further questions or require assistance, please don't hesitate to reach out to us via our ongoing email correspondence. Best regards, Patrick, GM

Response from Fit 3DFeb 23, 2024

Hi - to post a general update here for visibility. The Fit3D Support team responded with an article for you on this topic at 10:26am on Jan 25th. You responded with a general thank you at 11:07 am the same day saying you would try it out. And your scanner was fully functional on Jan 26th. From what I can see, this was a cable issue it looks like? I assume you removed the adaptor & it began working again. I'm glad you are running & that our team was able to help. -P