OpenAI Faces Backlash Over GPT-5 Updates and Customer Experience Missteps
OpenAI is responding to user backlash and issues related to GPT-5's launch.
Key Points
- • Users express frustration over removed features in GPT-5.
- • OpenAI's CEO apologizes for the 'Mega Chart Screwup'.
- • Critics note OpenAI's neglect of customer service basics.
- • Company explores a $500 billion valuation amidst controversies.
OpenAI is currently addressing growing user backlash following the recent launch of its GPT-5 model, which occurred in early August 2025. Several users expressed frustration over changes made to the model that altered features they previously relied upon. In response, OpenAI's CEO, Sam Altman, acknowledged these issues, stating that user feedback is being prioritized to improve the system.
As part of the fallout, OpenAI faced a significant incident termed the ‘Mega Chart Screwup’, which has drawn particular ire from users for the abrupt removal of popular functionalities. The company has issued a formal apology for this debacle, emphasizing a commitment to rectify the errors.
Customer experience experts have criticized OpenAI for failing to adhere to basic customer service principles, highlighting the detrimental effects of prematurely discontinuing beloved features. Such actions have led to a notable decline in user satisfaction and trust, prompting discussions around customer retention strategies amidst the ongoing updates.
Despite these problems, OpenAI continues to pursue ambitious plans for expansion, including exploring a $500 billion valuation and initiatives to release open models to broaden their market reach. As the organization strives to regain user trust, the balance between innovation and customer satisfaction remains precarious.