Last month, the Nike Training / Running Studio that I go to abruptly closed for two days of "maintenance". During that time, they got rid of all in-studio staff except the trainers, instituted self-check in and set up a new central phone number and e-mail support system for all studios.
Except that no one answers the phones or responds to e-mail. It took me going to the studio and asking the trainer to escalate an account issue to get a response to my e-mails and voicemails. And then they made a mistake in implementing my request. Three weeks later, still no non-response to any e-mails (except auto-zendesk responses) and voicemails. At the studio, I talked to other members who said they and their friends were considering quitting the studio because they cut class times to a point that memberships are not worth it for them.
As someone who was laid off from Nike HQ last year, I know that things are rough at Nike right now but this seems extreme in terms of poor implementation and customer service. My fellow members and I agree that the trainers are amazing and we'd like to continue going to their classes. But these changes make it seem like Nike is trying to get rid of us? Why not just shut down the studios altogether? If there are lease considerations, then at least answer the phone / respond to e-mails to retain existing members.