Shame on you Wahoo

I'm a long term user and fan of Wahoo products, but this week my 5 month old Rival watch froze after a workout and I could not change screens or do anything from the app to fix it. When I contacted customer services their response was to offer send me a new one, only on the condition I first destroy the old one by breaking off the moulded strap lugs with a pair of pliers and send them a photo.

I'm honestly shocked that they would take this approach. I offered to send it in for repair or even parts salvage but they refused, telling me to take it to a recycling centre.

As an industrial designer with a lot of experience in manufacturing I don't generally think that planned obsolescence is the conspiracy theory it's made out to be, short lifespan or inability to repair is usually down to cost, poor design or lack of foresight/ laziness. However I don't expect it from a contemporary company that is supposedly so connected to it's users. I appreciate sometimes it's not economical to repair vs replace, but in 2024 circular economy and sustainable practices should be at the forefront of design.

There are some really poor design choices with this product that meant I couldn't even perform a factory reset when the software crashed, which may have fixed the issue. I really feel with a little more thought this could have been avoided. A software failure has led to an unnecessary need for hardware destruction and e-waste.

So I'm now left with a device that still works as a watch and hrm, but if I want a replacement I have to destroy it so no one else can use it or fix it. It's left me with a really bitter taste in my mouth and wondering if I want to be a Wahoo customer any longer. I'm really considering not destroying it as a matter of principle, even if it costs me a replacement.