Whoop's Controversial Upgrade Policy Under Fire

The fitness tracking brand Whoop is facing a backlash over its recently unveiled upgrade policy for the new Whoop 5.0 device, and the company seems to be backpedaling.

Initial Plans Rattle Customers

Initially, Whoop announced that members wanting the new Whoop 5.0 could either extend their subscription by 12 months or fork out $49, or $79 for the version with EKG sensors. This move shocked many, as it clashed with the company's long-standing promise of free hardware upgrades after just six months of membership.

Customer Outcry Leads to Policy Revisions

Following significant customer complaints, Whoop took to Reddit to announce changes to its upgrade policy. Now, members with more than 12 months left on their subscriptions can receive a free upgrade to the Whoop 5.0, or get a refund if they already paid the fee. Additionally, customers with less than 12 months can extend their subscriptions for the free upgrade.

What's Behind the Shift?

While Whoop claims to have listened to customer feedback, it hinted at an internal shift in subscription models from shorter monthly or six-month plans to primarily 12- and 24-month options. This change may have influenced their initially stricter upgrade policy.

Mixed Reactions from the Community

The response on Whoop's subreddit has been mixed. While one moderator hailed the changes as a "win for the community," many users remain skeptical. One commenter pointed out that a policy doesn’t just accidentally get published and remains uncorrected for years, stating, "Removing it after backlash doesn’t erase the fact that it was real." Many users expressed frustration, particularly those with 11 months left who just missed the cutoff for a free upgrade.

Conclusion: A Lesson in Customer Relations?

As Whoop navigates this rocky transition, it highlights the crucial importance of clear communication and maintaining customer trust. Will this change satisfy the growing frustrations among users, or is it merely a temporary fix to a deeper issue?