Discovery Health - Vitality & Team Vitality plus everything else you need to know

[brucem76]

I've never had a problem either, until curiosity got me to test their delink process, which has changed as I've done it a number of times previously.

 

I'm still sending them selective workouts from my "alternative account".

Yes I'd done it a number of times previously too, something's definitely broken at the moment - there are 3 of us having the problem now, hopefully it will get them taking it seriously...

 

 

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[Frosty]

I only started today, and I have met my target for the week, so no risk for me currently.

 

I will give them the benefit of the doubt to resolve it by this time next week.

 

Then I start the escalation process.

 

 

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[Runbikeswim]

I only started today, and I have met my target for the week, so no risk for me currently.

 

I will give them the benefit of the doubt to resolve it by this time next week.

 

Then I start the escalation process.

 

 

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Met my target ... but it doesnt sync..

 

We need to all email and contact them to give it priority

 

 

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[carbon29er]

As usual disco is full of#%%^%

He has exactly the same issue as me, disco site and app says linked but garmin connect says no and we have no way of re linking.

 

I have sent multiple emails, fb messages and they keep coming back with silly awnsers such as :

 

Please re link

Please de link

Please note you have reaches your fitness point cap

Please provide a screenshot

 

Blah blah

 

 

I have sent the usernames and screenshots and actual issue multiple times

 

I just wish we had a disco rep here .

 

 

 

 

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I had this exact issue of not linked and linked in the 2 different environments in February with my daughter. I gave up.

[Tubehunter]

Is there a way to get a TomTom to upload heart rate values to Discovery? 

(Apologies if this has been asked before...)

Edited September 14, 2016 by Tubehunter

[Frosty]

Met my target ... but it doesnt sync..

 

We need to all email and contact them to give it priority

 

 

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I think I agree about the priority required - they require a further 5 days to address the problem and they've missed the plot completely (trying to determine why the points aren't being awarded, instead of addressing the problem of the delink - to enable to re-link).

 

Perhaps someone has the email address of Dr Shrey Viranna (the Vitality CEO).

 

edit

Edited September 15, 2016 by geraldm24

[Captain Fastbastard Mayhem]

I think I agree about the priority required - they require a further 5 days to address the problem and they've missed the plot completely (trying to determine why the points aren't being awarded, instead of addressing the problem of the delink - to enable to re-link).

 

Perhaps someone has the email address of Dr Shrey Viranna (the Vitality CEO).

 

edit

going on the naming conventions inside disco, it'll probably be something along the lines of shreyv@discovery.co.za

[Frosty]

I have received a reply to the DM sent this morning to their Twitter account, in response to the email I received earlier:

 

Hi Gerald, in order for our device specialists to further investigate this, we require your Garmin profile username and password sent to us. We are aware of related issues, however this is not a general issue. Thanks

 

I have changed my password, so that I can revert to the original one, once they have completed playing around with my account. Luckily this is the second account I created specifically for VAR, so I am not too concerned - all the original data is in my "other" account.

[Frosty]

I was surprised to receive a phone call (2 of them) this morning. In the first call, they clearly didn't understand the root cause of the problem, and after I explained what happened they said they would call me back - but needed to speak "someone" first.

 

To highlight their lack of understanding of the problem, they said I had Strava linked (which was unsupported for them) but not Vitality. I explained to them that the other apps connected in Garmin Connect (including TrainingPeaks) has nothing to do with me linking my Garmin to Vitality. I had removed the permission, as per their instructions on the delink process, but the device was still showing up on their system. After explaining that the Garmin device records the data and is then shared with the apps that have permission to do so, the consultant said she understood.

 

The second call (10 mins later) was a semi-successful one, as they now understood that the delink process wasn't working as instructed on their side. They claimed it was my mistake as I shouldn't have delinked the device, but should have contacted them first. (That's a fight for another day - their instructions on the app are quite clear how it works, but in reality it doesn't work properly).

 

I have my new reference number that shows the delink will take up to 5 working days to resolve. Let's see what happens this week. At least I have until Tuesday next week to upload my workouts for this week.

 

Then... my second claim was for missing point due to the delink process - or rather the Active Rewards side. They told me that the workouts from last week are not showing (duh!) but they would have to apply for an exception, as I did contact them prior to trying the delink process. My first email states, "I do not need the points awarded, as I have reached my cap (Vitality fitness points) as well as achieving my goal (VAR). I just need the delink process to be resolved so that I can continue syncing the workouts.

[Runbikeswim]

I was surprised to receive a phone call (2 of them) this morning. In the first call, they clearly didn't understand the root cause of the problem, and after I explained what happened they said they would call me back - but needed to speak "someone" first.

 

To highlight their lack of understanding of the problem, they said I had Strava linked (which was unsupported for them) but not Vitality. I explained to them that the other apps connected in Garmin Connect (including TrainingPeaks) has nothing to do with me linking my Garmin to Vitality. I had removed the permission, as per their instructions on the delink process, but the device was still showing up on their system. After explaining that the Garmin device records the data and is then shared with the apps that have permission to do so, the consultant said she understood.

 

The second call (10 mins later) was a semi-successful one, as they now understood that the delink process wasn't working as instructed on their side. They claimed it was my mistake as I shouldn't have delinked the device, but should have contacted them first. (That's a fight for another day - their instructions on the app are quite clear how it works, but in reality it doesn't work properly).

 

I have my new reference number that shows the delink will take up to 5 working days to resolve. Let's see what happens this week. At least I have until Tuesday next week to upload my workouts for this week.

 

Then... my second claim was for missing point due to the delink process - or rather the Active Rewards side. They told me that the workouts from last week are not showing (duh!) but they would have to apply for an exception, as I did contact them prior to trying the delink process. My first email states, "I do not need the points awarded, as I have reached my cap (Vitality fitness points) as well as achieving my goal (VAR). I just need the delink process to be resolved so that I can continue syncing the workouts.

I am also still nowhere... not delinked and no active rewards for last week

 

 

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[Eugene Brown]

I was surprised to receive a phone call (2 of them) this morning. In the first call, they clearly didn't understand the root cause of the problem, and after I explained what happened they said they would call me back - but needed to speak "someone" first.

 

To highlight their lack of understanding of the problem, they said I had Strava linked (which was unsupported for them) but not Vitality. I explained to them that the other apps connected in Garmin Connect (including TrainingPeaks) has nothing to do with me linking my Garmin to Vitality. I had removed the permission, as per their instructions on the delink process, but the device was still showing up on their system. After explaining that the Garmin device records the data and is then shared with the apps that have permission to do so, the consultant said she understood.

 

The second call (10 mins later) was a semi-successful one, as they now understood that the delink process wasn't working as instructed on their side. They claimed it was my mistake as I shouldn't have delinked the device, but should have contacted them first. (That's a fight for another day - their instructions on the app are quite clear how it works, but in reality it doesn't work properly).

 

I have my new reference number that shows the delink will take up to 5 working days to resolve. Let's see what happens this week. At least I have until Tuesday next week to upload my workouts for this week.

 

Then... my second claim was for missing point due to the delink process - or rather the Active Rewards side. They told me that the workouts from last week are not showing (duh!) but they would have to apply for an exception, as I did contact them prior to trying the delink process. My first email states, "I do not need the points awarded, as I have reached my cap (Vitality fitness points) as well as achieving my goal (VAR). I just need the delink process to be resolved so that I can continue syncing the workouts.

I had a similiar saga a few months back, and after many hours on the phone, I eventually went to their offices, sat in the queue, cursed, went back, a few more phone calls, cursed them, a few more phone calls and finally resolved my issue.

 

In summary, be patient, and get a reference number to escalate, and be patient.....

 

Disappointing that you have to struglle so much as a customer

[Tubehunter]

Hehe! Nice to see I got 300 VAR points for Cape Town Marathon yesterday, after I picked up a knee issue and had to walk the last 10 clicks to the finish.... 

 

(300 points = 60+mins at 70%)

[Frosty]

I am also still nowhere... not delinked and no active rewards for last week

 

 

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It will be a week tomorrow since I caused problems for myself, but I have to say that they have eventually understood the problem.

 

If your problem has been dragging on longer than normal, then there's something else wrong.

 

So far, 3 emails have been sent of which two were replying to their feedback. 3 DM's to their Twitter account to express my dissatisfaction that they aren't addressing the root cause, and finally today's two calls.

 

I'd say this is par for the course, although they seemed to indicate the number of queries were a lot less than before.

 

Perhaps you should send proof of your queries, and the subsequent replies to vitalityescalations@discovery.co.za

[shaper]

Hehe! Nice to see I got 300 VAR points for Cape Town Marathon yesterday, after I picked up a knee issue and had to walk the last 10 clicks to the finish.... 

 

(300 points = 60+mins at 70%)

Cape Town Marathon is on the calendar of events https://www.discovery.co.za/discovery_coza/web/linked_content/pdfs/vitality/team_vitality/vitality_race_events_calendar.pdf

 

You will be able to claim 3000 points, if it does not automatically award you can also claim under vitality race events https://www.discovery.co.za/portal/individual/vitality-gym-fitness

[nonky]

Cape Town Marathon is on the calendar of events https://www.discovery.co.za/discovery_coza/web/linked_content/pdfs/vitality/team_vitality/vitality_race_events_calendar.pdf

 

You will be able to claim 3000 points, if it does not automatically award you can also claim under vitality race events https://www.discovery.co.za/portal/individual/vitality-gym-fitness

 

That list is a frigging JOKE

[SeaBee]

That list is a frigging JOKE

Who cares? It doesn't matter what the list says. Those are just automatically claimed events.

 

You can now again (since Aug, I think?) claim for any event. Of course just with proof of completion and time. Already did so successfully - think I got my points the very next day.