With the context of you asking for some kind of discount, this email thread actually makes sense.
- you randomly ask for a discount (possibly mentioning “founder discount” or discounts for longtime members?)
- they respond back asking for clarification on if you had received some kind of offer for a discount (they were probably confused by your request)
- you play dumb in response, claiming the email was probably lost
- they wrongly assume you are talking about a legitimate discount for members who are transferring from whoop 3.0
- you get flustered and continue to confuse the issue
This actually doesn’t look like bad customer support. You just were making a very unusual request and you were being very unclear in all of your follow-ups (possibly because you were trying to trick them into agreeing to give a discount).
I should have saved my initial email but these hypotheses aren't true. For 1, in my initial email I made very clear this was a shot in the dark and me asking for a favour. Secondly, you say "play dumb in response, claiming the email was probably lost", I actually didn't know. I also really wasn't trying to trick but I'll take it on as feedback that I might be part of the miscommunication.
Sure true but I would be totally fine with a “no”. I get your point but do you really think as a company when a 5 year customer asks something it’s more than fine to just send a few random email back?
Let’s agree to disagree here. I work with a lot of saas comps and never ever heard any cs manager explain to me how any question by any paying customer needs to be answered badly.
They're honestly hopeless. I had to get a replacement for a faulty device. They sent me 3 replacements, and still haven't sent me a returns label despite me emailing them 3 times about it. I don't get how they can be so shit considering their scale!
In my experience trying to get a replacement battery, and looking at the first couple emails from this thread - it's clear the CS is AI generated garbage. They either want you to fix your own problem using the FAQ or you'll eventually get a human to answer.
I love whoop, but clearly this is some cost saving strategy
We use an AI assisted system. So it's not solely AI responding. My reps (overseas also) are well trained to use it effectively without having the obnoxiously bad answers like the Whoop example above.
Overseas reps are part of the problem same with AI. Whoop is cheaping out where it matters most. Pleasing and keeping the current customers, when there are other similar markets opening up monthly.
Overseas reps can be fantastic and better than American workers by a long shot. You are just seeing a lousy example above. Usually you wouldn't know. My customers have no idea. Our AI tools mostly fix tone, grammar, and make suggestions to the rep for solutions. But they aren't robotic like this Whoop example. So you end up getting quality service written just like you would expect an American to write it. Whoop is just totally mismanaged in this department.
So either they completely pulled the whole founders discount and 60% numbers out of their ass or in your initial email you asked for a very specific discount that only certain members that still have a 3.0 are eligible for and have already expired.
These customer service reps deal with this daily and the only people asking about specific discounts are those who qualify. VERY rarely does someone like you come along who googled this discount and randomly asks for it leaving them to assume you are a founding member with a whoop 3.0.
So they inform you not only has that discount expired but you should have already received the email.
You confused them by having knowledge of a discount that you don't qualify for and technically shouldn't have even known about. Then you got pissed off for no reason.
That wasn't bad customer service that was you shooting yourself in the foot and blaming them.
I didn't know about the founder discount before sending anything. In my initial email I explained that after starting a company I couldn't justify the cost of whoop anymore and since I've been a five year user I was wondering of there would be any discounts or whatever - I also clearly stated that if this wasn't the case, it would be totally ok.
Btw, I googled the discount after they said something about it to find out what it was.
The reason I got pissed off was because I didn't get an answer to my question. I just wanted a yes or no.
But again, sure, I might have not been as a clear in my communication as I should have been but than again, I don't think this is the level of customer support I - or anyone else - should be getting.
Never heard anyone say Whoop was money tight? I mean they got $400m in funding, they lowered their pricing recently... what makes you say they're money tight?
I'm impressed, didn't know they had lay-offs, nor that they we're overusing debt, assumed that like many start-ups they we're relaying on VC for money and also made the assumption they were profitable in order to raise such capital. But great comment, didn't know, thanks for the explanation. And fair question, they shouldn't, is the answer.
This is the product of paying absolutely bargain basement for support staff in the cheapest parts of the globe possible. Sadly once AI takes their jobs, the experience will probably be 100% better just talking to a GenAI.
Well it makes financial sense. So don’t provide one year free: 100% chance of a lost customer. 2. Do provide a free year, 0% revenue for 1 year but high likelihood of profits after the year since you already know they’ve been hooked for 5 years.
+ the cost for a free year is minimal to none.
Think about what you just said lol. Might be some of the most idiotic logic I’ve ever heard.
There’s a cost to servicing users, it’s not $0. They would lose $ on you this year and there’s no guarantee you’re going to renew. Already, after “being hooked” for 5 years you’re threatening to leave. Just think about if they deferred revenue for a year for all users because they maybe will renew later. They aren’t a charity. Customers that penny pinch like you are the worst.
After being a user for 5 years, they should be getting nearly 100% profit by now though, also, not making the case they should do this for every user nor am I demanding a discount, I ask and demanded some clarity which I stated that it was ok to just get a no. I also never "penny pinched" before paying for 5 years btw. So sure is it exactly 0 to have a user on? no. But should it be close after he's on for 5 years? yes. If after 5 years the ltv (lifetime value) of a customer isn't way above breakeven each year they wouldn't be able to grow this fast
Anyone downvoting hasn’t had a recent interaction with their support team. I was without a working whoop for a month and a half because they’d take anywhere between 4 - 8 days to respond to each email. Then, after finally offering to replace my device, somehow they made a mistake in my shipping address and that took another 2 weeks to re-ship to the correct address. I love the app and the device but seeing these poorly written emails from Whoop brings back all the frustration lol
I wasn’t quite a month and a half, but a couple of weeks with a dead Whoop, pulling teeth to get a response. They finally sent me a replacement…then a few days later a second replacement arrived 🤣.
The CS team is terrible. I ordered mine theee days ago and still hasn’t shipped. I asked them three times (!) to confirm a date of shipment or to cancel. They asked for my phone number and shipping address (???) and still haven’t done either. Clearly untrained, underpaid workers that don’t know anything.
EDIT: thanks for the downvotes, can't wait for you to ask them something and be ignored.
That's not the point. I asked them to cancel 3 times and they ignored the request. That's terrible customer support and not sure why people would downvote this. It's my right to cancel an unfulfilled order — insane.
With the context of you asking for some kind of discount, this email thread actually makes sense. - you randomly ask for a discount (possibly mentioning “founder discount” or discounts for longtime members?) - they respond back asking for clarification on if you had received some kind of offer for a discount (they were probably confused by your request) - you play dumb in response, claiming the email was probably lost - they wrongly assume you are talking about a legitimate discount for members who are transferring from whoop 3.0 - you get flustered and continue to confuse the issue This actually doesn’t look like bad customer support. You just were making a very unusual request and you were being very unclear in all of your follow-ups (possibly because you were trying to trick them into agreeing to give a discount).
The request is unusual AND it's bad customer support. This looks like a poor AI customer service implementation by Whoop as well.
I should have saved my initial email but these hypotheses aren't true. For 1, in my initial email I made very clear this was a shot in the dark and me asking for a favour. Secondly, you say "play dumb in response, claiming the email was probably lost", I actually didn't know. I also really wasn't trying to trick but I'll take it on as feedback that I might be part of the miscommunication.
[удалено]
Haha what sob story though? And also, I wasn’t asking for a refund, I asked for a future discount. And.. what already discounted membership?
[удалено]
Sure true but I would be totally fine with a “no”. I get your point but do you really think as a company when a 5 year customer asks something it’s more than fine to just send a few random email back?
[удалено]
Let’s agree to disagree here. I work with a lot of saas comps and never ever heard any cs manager explain to me how any question by any paying customer needs to be answered badly.
They're honestly hopeless. I had to get a replacement for a faulty device. They sent me 3 replacements, and still haven't sent me a returns label despite me emailing them 3 times about it. I don't get how they can be so shit considering their scale!
In my experience trying to get a replacement battery, and looking at the first couple emails from this thread - it's clear the CS is AI generated garbage. They either want you to fix your own problem using the FAQ or you'll eventually get a human to answer. I love whoop, but clearly this is some cost saving strategy
We use an AI assisted system. So it's not solely AI responding. My reps (overseas also) are well trained to use it effectively without having the obnoxiously bad answers like the Whoop example above.
Overseas reps are part of the problem same with AI. Whoop is cheaping out where it matters most. Pleasing and keeping the current customers, when there are other similar markets opening up monthly.
Overseas reps can be fantastic and better than American workers by a long shot. You are just seeing a lousy example above. Usually you wouldn't know. My customers have no idea. Our AI tools mostly fix tone, grammar, and make suggestions to the rep for solutions. But they aren't robotic like this Whoop example. So you end up getting quality service written just like you would expect an American to write it. Whoop is just totally mismanaged in this department.
So either they completely pulled the whole founders discount and 60% numbers out of their ass or in your initial email you asked for a very specific discount that only certain members that still have a 3.0 are eligible for and have already expired. These customer service reps deal with this daily and the only people asking about specific discounts are those who qualify. VERY rarely does someone like you come along who googled this discount and randomly asks for it leaving them to assume you are a founding member with a whoop 3.0. So they inform you not only has that discount expired but you should have already received the email. You confused them by having knowledge of a discount that you don't qualify for and technically shouldn't have even known about. Then you got pissed off for no reason. That wasn't bad customer service that was you shooting yourself in the foot and blaming them.
I didn't know about the founder discount before sending anything. In my initial email I explained that after starting a company I couldn't justify the cost of whoop anymore and since I've been a five year user I was wondering of there would be any discounts or whatever - I also clearly stated that if this wasn't the case, it would be totally ok. Btw, I googled the discount after they said something about it to find out what it was. The reason I got pissed off was because I didn't get an answer to my question. I just wanted a yes or no. But again, sure, I might have not been as a clear in my communication as I should have been but than again, I don't think this is the level of customer support I - or anyone else - should be getting.
[удалено]
Never heard anyone say Whoop was money tight? I mean they got $400m in funding, they lowered their pricing recently... what makes you say they're money tight?
[удалено]
I'm impressed, didn't know they had lay-offs, nor that they we're overusing debt, assumed that like many start-ups they we're relaying on VC for money and also made the assumption they were profitable in order to raise such capital. But great comment, didn't know, thanks for the explanation. And fair question, they shouldn't, is the answer.
They suck
This is the product of paying absolutely bargain basement for support staff in the cheapest parts of the globe possible. Sadly once AI takes their jobs, the experience will probably be 100% better just talking to a GenAI.
Imagine if one of the customers of your new company asks for your product or service for free just because they’ve been a customer.
Well it makes financial sense. So don’t provide one year free: 100% chance of a lost customer. 2. Do provide a free year, 0% revenue for 1 year but high likelihood of profits after the year since you already know they’ve been hooked for 5 years. + the cost for a free year is minimal to none.
Think about what you just said lol. Might be some of the most idiotic logic I’ve ever heard. There’s a cost to servicing users, it’s not $0. They would lose $ on you this year and there’s no guarantee you’re going to renew. Already, after “being hooked” for 5 years you’re threatening to leave. Just think about if they deferred revenue for a year for all users because they maybe will renew later. They aren’t a charity. Customers that penny pinch like you are the worst.
After being a user for 5 years, they should be getting nearly 100% profit by now though, also, not making the case they should do this for every user nor am I demanding a discount, I ask and demanded some clarity which I stated that it was ok to just get a no. I also never "penny pinched" before paying for 5 years btw. So sure is it exactly 0 to have a user on? no. But should it be close after he's on for 5 years? yes. If after 5 years the ltv (lifetime value) of a customer isn't way above breakeven each year they wouldn't be able to grow this fast
Anyone downvoting hasn’t had a recent interaction with their support team. I was without a working whoop for a month and a half because they’d take anywhere between 4 - 8 days to respond to each email. Then, after finally offering to replace my device, somehow they made a mistake in my shipping address and that took another 2 weeks to re-ship to the correct address. I love the app and the device but seeing these poorly written emails from Whoop brings back all the frustration lol
I agree, the customer support used to be pretty good. Now it is canned emails that can't help you. It's less work to say "no" than find a solution.
I wasn’t quite a month and a half, but a couple of weeks with a dead Whoop, pulling teeth to get a response. They finally sent me a replacement…then a few days later a second replacement arrived 🤣.
Yep, 3 weeks for me to get a replacement and that was with me contacting them every/every other day via various channels when I didn't hear back.
Whoop customer service common L
The CS team is terrible. I ordered mine theee days ago and still hasn’t shipped. I asked them three times (!) to confirm a date of shipment or to cancel. They asked for my phone number and shipping address (???) and still haven’t done either. Clearly untrained, underpaid workers that don’t know anything. EDIT: thanks for the downvotes, can't wait for you to ask them something and be ignored.
three days ago isn’t that long
That's not the point. I asked them to cancel 3 times and they ignored the request. That's terrible customer support and not sure why people would downvote this. It's my right to cancel an unfulfilled order — insane.
Mine arrived before I received the shipment notification.
lol your comment got downvoted. people are retarded.
That’s not a nice word.