I am a WHOOP subscriber, but my recent support experience after a hardware issue has been very disappointing.
Some time ago, the WHOOP 4.0 sensor caused severe contact dermatitis and skin irritation on my wrist. Because this health issue prevents me from safely wearing the band, and I am paying for a service I can no longer use, I contacted support to report the hygiene problem, cancel my subscription, and request a pro-rated refund for the remaining period. Support initially responded, saying my case (#08233101) was escalated to the management team for review and that they would get back to me directly. That was nearly a week ago, and I haven’t heard anything since. I followed up by email asking for an estimated response time or update, but I haven’t received a reply. It seems that being transferred to a specialised team just means your ticket gets ignored.
It’s frustrating to see a company that markets itself as a premium health and fitness platform completely ignore a customer over a health issue caused by their own hardware.
Has anyone else experienced si their customer being escalated to their "specimilar issues when trying to resolve hardware problems or cancel subscriptions? How did you manage to reach someone who could take action?