To be very clear, this isn’t a big, dramatic goodbye, but I’m leaving after nearly 8 years as I just can no longer deal with WHOOP’s customer service. The CS function at WHOOP is awful - like, comically, epically, incredibly awful. Not only am I certain the CS reps know little (if anything) about the product, I’m fairly confident they are new to customer service in general - super slow response times, clearly copy/pasted answers (different color text, different fonts, etc.), wildly inaccurate information, etc. etc. This isn’t limited to me; I’ve been a WHOOP evangelist for years, and literally everyone I’ve recommended the product to (including my wife) has complained about how bad the customer service is. I’m now embarrassed about how much I drank the Kool-Aid.
Anyway, I’m here yelling into the ether in hopes that this message gets through to someone. Anyone. I truly want WHOOP to succeed, I love the product, love their message, love the podcasts, but enough is enough. There are just too many competitors out now that are hungry for business, actually understand/prioritize CS, and value their customers.
The old business school adage applies: it’s 5-25 times more expensive to get a new customer vs. retain your existing. WHOOP clearly doesn’t understand (or care about) the latter.