Whoop Fitness Tracker Upgrade Policy Faces Backlash

Whoop Revises Upgrade Policy for Whoop 5.0

Whoop has partially retreated from its initially announced upgrade plans concerning the Whoop 5.0 fitness tracker. The changes come in response to user feedback.

Initial Upgrade Costs

Upon the initial unveiling of the Whoop 5.0 this week, the company stipulated that members desiring the new device would face either a 12-month subscription extension or a one-time upgrade charge of $49. The model equipped with EKG sensors carried a $79 upgrade fee.

Contradiction of Existing Policy

This approach appeared to deviate from Whoop’s established business model. The company typically levies higher annual subscription fees – ranging from $199 to $359 – while providing complimentary hardware upgrades.

Specifically, the new fees seemed to contradict a prior statement on the company’s website. This statement guaranteed free hardware upgrades to users who had maintained a membership for at least six months.

Response to Customer Concerns

Following customer complaints, Whoop addressed the situation through a post on Reddit. This post detailed a revised upgrade policy and aimed to clarify the company’s overall strategy.

Revised Upgrade Eligibility

Currently, any member with over 12 months remaining on their subscription is now eligible for a free upgrade to the Whoop 5.0. Those who already remitted the upgrade fee will receive a refund.

Customers with less than 12 months remaining on their current subscription can extend it to qualify for the upgrade without incurring additional costs.

Explanation for the Changes

While Whoop attributes these adjustments to listening to user feedback, it also indicated that the initial restrictions were linked to a shift in subscription offerings.

The company is transitioning from a system that included monthly or six-month plans to one exclusively offering 12- and 24-month subscriptions.

Acknowledgement of Incorrect Information

“We also want to acknowledge that a previous blog article incorrectly stated that anyone who had been a member for just 6 months would receive a free upgrade,” Whoop stated. “This was never our policy and should never have been posted.”

Community Reaction

The response on the Whoop subreddit has been varied. One moderator characterized the changes as “a win for the community.”

However, other users expressed skepticism. One commenter noted, “You don’t publish a policy by accident and keep it up for years. Removing it after backlash doesn’t erase the fact [that] it is real.”