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.

That is really really shitty

That’s very shitty. Sort of thing a social media gripe might get traction on (not that you should have to).

Sonos had a similar crap policy that they did roll back on. Bricking working speakers to quality for the upgrade discounts

https://www.techradar.com/news/sonos-finally-cans-controversial-recycle-mode-for-older-wireless-speakers

There was an article on R4 a few days ago spookily when I was on my way home from the recycling centre. It was a general comment on the amount of companies, across the board product wise, that have this policy. The handling, shipping costs and profit margins are too low to make it worthwhile for them to have products back even if stuff was returnable.
Sure I've seen an article about Amaz*n just skipping returns.

Photoshop ...

Yeah. Nike have a great returns policy as a consumer. You can go out and run in them a few times and return them if they don't work out for you for a full refund...

problem is, the returned shoes just get shredded

Until we force product manufacturers to take products back at end of life they'll keep doing this imo.

It did cross my mind, or even try and cut it off in a way I can super glue it back together. Point is, the consumer should never be forced to even have to think like that. Until right to repair becomes mandatory and companies become more aspirational to do better at the cost of profit, it will keep happening. There are some companies doing amazing things -I've worked at some, but they are still the minority and guidance needs to come from leadership to make it work.

They need to consider the full product journey including past end of life, not just cradle to grave

Yes, I agree that it's totally wrong and worth pursuing.
But equally I would also photoshop it/find someone with a totally broken one to cut up and photograph and then try to fix it.

problem is, the returned shoes just get shredded

Is that true?

As in if I decide I don't like the fit of some shoes ordered online direct, instead of reselling they just shred them?

possibly

they do a returns policy so that you could run in them a few times and then decide you don't like them, and so they're not box fresh new anymore.

but a bit of a google seems to imply that they might do the same with 'new' returns too
https://www.fastcompany.com/90697259/nike-appears-to-be-shredding-brand-new-shoes-at-a-european-recycling-center

don't know if it's a sure thing or just speculative

That Nike policy seems to have changed in the UK

I'm sure there's a Wahoo subreddit where someone has a photo they have taken of their destroyed watch which you can use for the purposes of getting a replacement.

Unfortunately you need to show the serial number which is on the back of the watch case

Yep 100%
Tax the throwing away or incentivise recycling or both.

It works in certain industries for controlled substances.

If you feel that strongly about it challenge them. Send them video proof of it not working and state to refuse to destroy it.
Explain why.
The obvious issue here is then what they will enact you to do and whether you trust them not to destroy it if you return it.

Surely they’d just go “sure send it back then, oh it was unrepairable, we disposed of it on your behalf, here’s your new one.”

And then all that’ll have happened is you’ll have added the carbon footprint of shipping it to them.

Photoshop?

Anyone good with photoshop? There's potentially a free, slightly dodgy-charging Wahoo in it for ya.

Field Retirement makes it sound like I'm disabling a tank. Honestly, shameful request. Will be doing what I can to avoid actually damaging the device as while it's not perfect, it is still relatively functional.

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Ridiculous

What's also ridiculous is that they've asked for a photo showing the knackered charging port & the serial number - they're on perpendicular faces of the device, can't really capture both at the same time anyway.

Am I being stupid to miss the point in requesting this? Like, genuinely – wtf?! Why go to so much expense and effort from a CS perspective? It's a PR nightmare waiting to happen (please tweet it).

I did this, I know it was strange too. But I got a upgrade from a V1 to V2 roam so can’t complain too much.

Also, I know the early release speedplay power meters were bad, have they fixed the issues or they’re going to release a new version?

Last time this happened, they sent a courier to pick up the old one, have little doubt they just shredded that one too. Guess this way round there's less waste.