WHOOP has backed down to some degree from the controversial upgrade plan surrounding the WHOOP 5.0 fitness tracker.
When the company first announced HOOP 5.0 this week, members who wanted a new device said they could either extend their subscription for 12 months or pay a one-time upgrade fee of $49 ($79 for models with EKG sensors).
This appears to be inconsistent with WHOOP’s overall value proposition, which charges a higher subscription price (ranges from $199 to $359 a year) while allowing customers to upgrade their hardware for free. More specifically, if you are a member for at least six months, it seemed to contradict the statement on the company’s website where users promise free hardware upgrades.
After customers began complaining, the company responded with a Reddit post, announcing a broader upgrade policy and arguing that it would clarify its overall approach.
Currently, those who have more than 12 months remaining on their subscription will be eligible for a free upgrade to WHOOP 5.0 (or a refund if you have already paid). Additionally, customers under 12 months can extend their subscription and get an upgrade at no additional cost.
The company said it was making these changes because it “heard feedback,” but suggested that its apparent stingy transition was linked to a model focused on monthly or six-month subscription plans, from a model that only offers 12- and 24-month subscriptions.
“I would like to admit that my previous blog post incorrectly stated that anyone who has been a member for just six months receives a free upgrade,” the company said. “This was never our policy and should never have been posted.”
TechCrunch Events
Berkeley, California
|
June 5th
Book now
There is a complex response to these changes on Whoop Subreddit, with one moderator describing it as a “community victory.” Other posters were more skeptical. “You don’t accidentally publish your policy and don’t keep it for years. [that] It’s real. ”
We also missed the free upgrade cutoff due to many complaints from users who said they had 11 months left in their subscription.
Source link
