Whoop support —- Can it get worse?

General
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I have had a number of issues with my 5.0 over the last 191 days. Am I the only user who finds the AI support comical and error prone? Then there is the outsourced human support that reads nothing and uses AI to craft equally stupid answers. It usually takes 3 or 4 insistent email replies before I get a real Whoop employee. Then it is still hit or miss as to what they understand about the product. Sometimes the information is helpful and sometimes it is mind boggling ridiculous.

Most recently I suddenly had 5 days of the exact same HRV….. after 186 consecutive days of different HRV’s. Something was obviously amiss. HRV is calculated from HR. So if your HR is accurate, HRV should also be accurate. The support people didn’t understand what HRV is, so their suggestions and resolutions were laughable. It took 4 emails before I got a reply from an employee who actually bothered to look at the data from my device. Then … once they reply…. poof …. they are gone. No follow up, no way to contact them again … nothing. You can NEVER correspond with the same call center person …. It feels like with each email reply you need to reinvent the wheel. :frowning:

I have never experienced such poor support for such a good product. Can anyone suggest a better support channel for Whoop 5.0 …. if one exists??

I honestly want to continue using Whoop as I find it very motivating …. but I can’t take much more of what I think is a badly broken support system. It makes Fitbit/Google, Garmin and Polar look really good.

Thanks.

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Hi @charlieojs1 - thanks for reaching out here! I am sorry to hear about your back and forth experience and the taste its left in your mouth. The intention is to get issues resolved as timely as possible, and I also can appreciate that feeling like you need to explain yourself repeatedly is frustrating.

In regards to your issue, I was able to find your support tickets. I would like to pass it along to a coworker who will “own” your ticket (you would receive responses only from them) if you are open to that? I’d love to not get just your HRV observation addressed, but the number of issues you mentioned having in your opening line.

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I am happy to have anyone who actually works for Whoop contact me directly to discuss my current issue with HRV as well as my dissatisfaction with “customer service”.

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Wonderful, Dawn will be in touch in the morning when she is in! :slight_smile:

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Thank you. I look forward to speaking with Dawn.

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I couldn’t agree more with the customer support. Or lack therof. I have had issues again with being overcharged as well as having my membership upgrade without my consent.

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Yes, support is marginal in my opinion especially for a subscription product like Whoop.

With that said, I still like the band product and how it rewards and motivates me for exceeding expectations. I have however significantly lowered my expectations of Whoop support. That helps.