All My Complaints About UFC FightPass Encompassed in One Email Exchange

All My Complaints About UFC FightPass Encompassed in One Email Exchange

Below is an email I received from UFC.TV Support after I reported a problem I had with my account. To set this up, I was unable to update my credit card information, and requested support in the form of the “Live Help” button. This is the exact email I received in response.

My entire problem with UFC Fight Pass

 

 

And my response, presented in text for effect:

Sigh. Alright. This is going to be a bitchy email. I want to preface it with the fact that I really hope to help with my criticisms. This is negative feedback, but I hope you’ll find it constructive.
This is literally the least helpful support email I have ever received. A full 24 hours after the fact no less. Really stretching the “Live help” label, aren’t you? I contacted you because I tried to update the payment information and it didn’t work. Your proposed solution:¬†try the exact same thing I tried earlier.¬†
Listen, I’m saying all of the proceeding and all of the following because I truly love the product, but it needs a lot of work. I am a die hard UFC fan, and I honestly hope that you can improve it to gain wider appeal. I will maintain a subscription for no other reason than this is the format of the sport’s future, and I want nothing more than to support the UFC and the sport of MMA in whatever meager way I am able.
But please get your shit together with this website. The interface is terrible. The sign in process is rushed because I’m trying my best to skip the annoying intro, the “keep me logged in” option has never worked, the search function is very much hit or miss (often bringing up irrelevant and unrelated results, it doesn’t perform optimally in the Google Chrome browser, HD viewing takes time to kick in, it often lags or skips during live events, during live events you have to shift pages from prelims to main cards which is highly counter-intuitive, the content library–while it has drastically improved since implementation (kudos!)– is still incomplete, and the customer support I’ve received thus far has a long way to go before it hits satisfactory. It’s almost as if you rushed/skipped entirely the usability testing process. It’s a multi-billion dollar company, man! You can do better than this.
I apologize for coming off as cunty, which I surely do, but these are legit issues, and could cost you customers if similarly handled in the future. But hey, thanks for the effort. And definitely thank you for providing all the content. I will continue to watch and appreciate.
With much sincerity and honest appreciation,
Zack Rutherford
You see my entire problem here is the lackadaisical attitude that the UFC takes towards its fans. Sure, it provides excellent content, and make no mistake: this is far and away the most important aspect of their business, and the entire reason for my continued support. However, where the hell is the love? I don’t reckon they really appreciate the amount of money I actually spend on their product. I seldom miss a PPV, am subscribed to FightPass, and purchased a premium cable package exclusively so I could watch FS1 cards live. ¬†Combine that with the cash I spend on training and it’s an inordinate amount of my monthly budget going towards the UFC.
You’d think I could get a responsive support team and an at least half-way relevant piece of advice on how to handle the issue in return.
Full disclosure: my issue was solved by my own troubleshooting, and I was in an extremely pissy mood at the time of this writing. I’m 90% sure I’m making a big deal out of nothing, but what the hell is a writer to do when he’s bored and irritated?
What do you guys think? Am I justified here, or just being a whiny prick? I won’t be surprised or offended at either answer.