Open Mouth, Insert Foot.
This email explains itself...
Good Day,
I am a new member and have started using you web site today. I could not find a technical support link on the website, so I decided that since you all are marketing your product you should know of an issue.
The nutritional information is not calculating. Let me explain...
Today I went into the meal planner and added a food to my breakfast menu. (2 pastries of Pop Tarts and I created an entry for Arizona Lemon Iced Tea). The issue is, and this can be verified by looking at the nutritional information, (using Frosted Strawberry Pop Tarts as the example) Each serving is 405.6 calories. There are 2 servings in the package making the total intake for 2 servings 811.2 calories. The meal plan does not reflect this.
I would consider this a pretty critical issue. As I calculate it, my intake from breakfast should be 992 calories (I know now, Pop-Tarts are bad). However, the meal plan is showing 496 calories.
Otherwise, I love the site.
John
n8iv@n8iv.net
Response 1
Thanks for the feedback! One pop tart has around 200 calories.
If you ever feel there are discrepancies, you can use our "manually enter nutritional information" link on the food search page to enter information yourself.
Dave H.
SparkPeople Support
My Response
Dave,
Thank you for your response. However, the Arizona Ice Tea is the same scenario and since I entered the data, I know what it is suppose to be. I ENTERED the information so telling me to use the link instead of verifying the information I have already given you is futile, dismissive and disrespectful. Maybe you should try it out for yourself.
Additionally, the frosted strawberry pop-tart are 406 calories each pastry according to the box sitting in front of me as is the empty bottle of tea. Your measurement is per pastry on the site. I have entered 2 patries.
I (the customer) was trying to help you out. I feel it is important for companies to understand how their customers view them. I am on several Consumer Advisory Boards and feel it is necessary to know the consumer expectations. If this is how SparkPeople accepts and responds to information from the customers, then you are heading for a bumpy road.
By the way, I will be posting all of this on my blogs.
John
http://n8ivwarrior.blogspot.com
Response 2
Hi John
I apologize if you feel our response was disrespectful. Please realize that we are a small company trying to help a lot of people with our free site, so we cannot dedicate too much time in answering customer support questions.
The information I saw was from Kellogg's website, and states 200 calories for one pastry:
http://www.kelloggs.com/cgi-bin/brandpages/product.pl?product=444&company=3 (you'll need to click the link for nutrition info about halfway down the page)
We truly appreciate input and feedback from our customers. When we find out about information that is wrong in our database we correct it right away.
Thanks for writing
Dave H.
SparkPeople.com
My Response
Dave,
I believe I understand the issue. The packaging from Kellogg does not help. It appears you are correct. As far the Arizona Tea, I am still trying to understand the software and have mistaken the serving size with the amount of servings. You were requesting how big a serving is, not how many servings were in the container.
Thank you for your support.
One other suggestion, you may want to place a support link on the web site somewhere (I would suggest under "Help"). I could not find it.
John
This brings me to my point (as I almost always have one). It sure can be humbling when you chew someone out for poor customer support when they were right to begin with. I am rarely on the other side.
It is a big man that can accept his mistakes. Yes, that is what I will tell myself the rest of the day.
As far as SparkPeople, my sincere apologies. It really is a good site. I highly suggest it. If you sign up, my login for the referral is N8ivWarrior.
Did you know...
The prison system is the largest supplier of mental health services in America, with 250,000 Americans with mental illness living there. Rumor has it, they don't complain about the service.
Good Day,
I am a new member and have started using you web site today. I could not find a technical support link on the website, so I decided that since you all are marketing your product you should know of an issue.
The nutritional information is not calculating. Let me explain...
Today I went into the meal planner and added a food to my breakfast menu. (2 pastries of Pop Tarts and I created an entry for Arizona Lemon Iced Tea). The issue is, and this can be verified by looking at the nutritional information, (using Frosted Strawberry Pop Tarts as the example) Each serving is 405.6 calories. There are 2 servings in the package making the total intake for 2 servings 811.2 calories. The meal plan does not reflect this.
I would consider this a pretty critical issue. As I calculate it, my intake from breakfast should be 992 calories (I know now, Pop-Tarts are bad). However, the meal plan is showing 496 calories.
Otherwise, I love the site.
John
n8iv@n8iv.net
Response 1
Thanks for the feedback! One pop tart has around 200 calories.
If you ever feel there are discrepancies, you can use our "manually enter nutritional information" link on the food search page to enter information yourself.
Dave H.
SparkPeople Support
My Response
Dave,
Thank you for your response. However, the Arizona Ice Tea is the same scenario and since I entered the data, I know what it is suppose to be. I ENTERED the information so telling me to use the link instead of verifying the information I have already given you is futile, dismissive and disrespectful. Maybe you should try it out for yourself.
Additionally, the frosted strawberry pop-tart are 406 calories each pastry according to the box sitting in front of me as is the empty bottle of tea. Your measurement is per pastry on the site. I have entered 2 patries.
I (the customer) was trying to help you out. I feel it is important for companies to understand how their customers view them. I am on several Consumer Advisory Boards and feel it is necessary to know the consumer expectations. If this is how SparkPeople accepts and responds to information from the customers, then you are heading for a bumpy road.
By the way, I will be posting all of this on my blogs.
John
http://n8ivwarrior.blogspot.com
Response 2
Hi John
I apologize if you feel our response was disrespectful. Please realize that we are a small company trying to help a lot of people with our free site, so we cannot dedicate too much time in answering customer support questions.
The information I saw was from Kellogg's website, and states 200 calories for one pastry:
http://www.kelloggs.com/cgi-bin/brandpages/product.pl?product=444&company=3 (you'll need to click the link for nutrition info about halfway down the page)
We truly appreciate input and feedback from our customers. When we find out about information that is wrong in our database we correct it right away.
Thanks for writing
Dave H.
SparkPeople.com
My Response
Dave,
I believe I understand the issue. The packaging from Kellogg does not help. It appears you are correct. As far the Arizona Tea, I am still trying to understand the software and have mistaken the serving size with the amount of servings. You were requesting how big a serving is, not how many servings were in the container.
Thank you for your support.
One other suggestion, you may want to place a support link on the web site somewhere (I would suggest under "Help"). I could not find it.
John
This brings me to my point (as I almost always have one). It sure can be humbling when you chew someone out for poor customer support when they were right to begin with. I am rarely on the other side.
It is a big man that can accept his mistakes. Yes, that is what I will tell myself the rest of the day.
As far as SparkPeople, my sincere apologies. It really is a good site. I highly suggest it. If you sign up, my login for the referral is N8ivWarrior.
Did you know...
The prison system is the largest supplier of mental health services in America, with 250,000 Americans with mental illness living there. Rumor has it, they don't complain about the service.
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