Customer Service and Dieting

For health reasons, Sylvana and I knew we needed to lose weight. And so back in September, we both joined Weight Watchers. Based on our previous experience, we knew this was the best way to meet our goals, and so far, it has been successful. We both still have a ways to go, but Weight Watchers gave us the tools to make it work. And hopefully stick this time.

So a couple of weeks ago, Sylvana went on-line to renew our memberships, but she noticed that WW already automatically renewed us both at the 1-month price. This isn’t what we wanted. We wanted to renew at the 3-month price, which is more economical. Sylvana went to the chat line on WW’s web site. The customer service rep was friendly, and connected her with someone in the billing department, Abdul. Abdul, however, didn’t respond. In spite of several prompts over 20 minutes, there was nothing from Abdul. Sylvana closed the connection, and tried again. Again, she was connected to Abdul. But this time, he closed the connection immediately.

Needless to say, Sylvana was furious. This is an absolutely unacceptable level of customer service. We discussed the issue, and decided it was time to terminate our membership. We decided to stay with the program until the middle of March, but not to go beyond that.

However, the lousy customer service is not the main theme of this blog posting, nor is it the main reason we’re quitting Weight Watchers. WW has changed. The biggest change is a new points program, called “SmartPoints”, replacing their PointsPlus plan.

(As an aside, years ago computer programmers used to have a saying: Whenever Microsoft uses the word “Smart”, be on the lookout for something dumb.)

Some time ago, they had a simple points regime, based on calories, grams of fat, and grams of fiber. The formula was easy to remember, and you could easily figure out the points just by looking at a nutrition label. But almost 20 years ago now, they introduced the PointsPlus program. Instead of counting calories, the formula now counted grams of carbohydrates and grams of protein, giving more points to carbs and fewer for protein. You pretty much needed the WW calculator to properly compute points, or you had to look up the points in their books.

Late last year, they introduced the SmartPoints system. When we joined WW, we knew (or at least should have known) that something new was coming since the books and points calculator for the old plan were available at discounted prices. In the new program, you punch in calories, grams of saturated fat, sugars, and protein into the calculator.

Of course, they claim that the new program is much better, claiming faster weight loss than ever before. However, we have issues with the new program. In the past, they encouraged a slow and steady approach to weight loss since there can be health issues associated with rapid weight loss. And they always advertised their programs as allowing you to eat anything you want. But under the new program, foods with lots of carbs come out with a lot more points. So many more points that many of your favorite foods are now effectively out of bounds. Looking at how heavily carbs are discouraged, I wonder what’s the difference between the SmartPoints program and the Atkin’s Diet?

Sure, limiting carbs is a good idea. But there always has to be balance in any diet. And while it’s a good idea to favor protein over carbs, in our opinion, it’s not reasonable to penalize carbs so much. By denying your favorite foods, you run more of a risk of falling off the wagon, with all the associated repercussions, including the possibility of binge eating.

That said, we will continue with our dieting. This is still too important for us not to continue. We just won’t do it anymore as Weight Watchers members. And we’ll continue following the PointsPlus system.

And just to be clear, we don’t want to discourage anyone from trying the Weight Watchers program. The new plan may well work for some people, just as the old program works well for others. Weight loss isn’t always easy, and you may have to make some effort to find a strategy that works for you.

Cheers! Hans

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