Whoop, the popular screenless fitness wearable company, recently launched its Whoop 5.0 and Whoop MG models. However, the launch has sparked controversy among long-term subscribers due to unexpected upgrade fees, contradicting a previous promise of free upgrades for existing members.
Whoop had pledged free next-generation device upgrades for members with six months or more tenure in a blog post published last year, which has since been removed. This promise was a significant selling point for many subscribers. Now, with the release of the new models, the company seems to have backtracked.
Reddit post about Whoop upgrade policy.
Whoop Upgrade Fee Backlash
Following the announcement, users took to social media and online forums, including Reddit, to express their frustration. Many subscribers reported being asked to pay an upgrade fee of $49 for the Whoop 5.0 and $79 for the Whoop MG. This news triggered a significant backlash, with many accusing Whoop of deceptive practices.
In response to the criticism, a Whoop spokesperson told Bloomberg that the company updates its commercial policies from time to time. Simultaneously, Whoop quietly revised its support page on May 9th, clarifying the terms of the free upgrade program and its associated requirements.
Whoop Upgrade Options and Relief
Currently, users seeking to upgrade from the Whoop 4.0 to the newer models face two options: pay the upgrade fee or extend their existing membership by 12 months. Annual membership plans start at $199. Limited relief is available for subscribers with more than 12 months remaining on their Peak subscription plan (excluding One and Life packages). These users are eligible for a free upgrade.
User post regarding Whoop upgrade on Reddit.
Inconsistent Upgrade Experiences
Adding to the confusion, some users report receiving free upgrades after contacting Whoop support and providing evidence of the earlier free upgrade promise. Others claim they received automated responses, while many have been denied the free upgrade and asked to pay the stipulated fee. Some disgruntled customers are even considering filing consumer reports, alleging misleading marketing practices by Whoop.
Potential Legal Implications for Whoop
The situation could potentially escalate into legal trouble for Whoop if users pursue legal action based on the company’s previous commitment. Whether this will happen remains to be seen, but the current situation underscores the importance of clear and consistent communication with customers regarding subscription terms and device upgrade policies.
The evolving situation highlights the challenges companies face when adjusting subscription models and product upgrade policies. For Whoop, the current controversy serves as a reminder of the importance of transparency and honoring commitments made to its customer base.
