Peloton

Peloton Support is just as disappointing as everyone says. My bike was stuck on a white screen, and I chatted with four different agents.

Once, the chat just crashed, and one person simply left the chat presumably because the problem was beyond them. One person went through the canned responses with me and suggested a factory reset, at which point I concluded the chat to try that.

When it still didn't work, I joined the chat again, just for the agent to start all over with unplugging the bike. When I insisted I had done all that multiple times and asked for advice on doing the reset with a white screen, they refused to help me if I didn't follow all other resolution methods all over again.

We called Peloton to have three repairs done to two bikes we own. We were given one two hour window on just one repair day three weeks in the future (no other days or times were provided - take it or leave it).

When the tech arrived, he had just one of our three repair orders in his record. He also stated he had just driven four hours to get to our address, as Peloton has ZERO techs actually in Milwaukee, despite a metro population of over 1 million. He stated he could not do the other two repairs. I asked him if we could call Peloton to get them authorized while he was here.

He said, "No. We do no same day requests. I'll lose my contract if I do anything not in my record from corporate. And, no, you can't call them now to get it." I called Peloton after the tech left.

They had no idea why the tech had received only 1 of our 3 needed repairs when we made our service order. Peloton had mailed us a part for each of the 3 repairs, so clearly corporate had them in their system, yet that info was not relayed to the tech, who drove four hours to get to our house, then refused to do the three repairs we'd ordered, despite our having the three parts. The Peloton service agent then informed us that the only option for the tech to return to do the three repairs was three weeks away, and again, we were given only one day as an option, this time with two possible two-hour service windows. Given our experience, there was no way to speed up the tech's return.

So... We will have waited six week to get our bikes repaired when, I'm guessing, the same tech will drive four hours to reach a major metropolitan area with a population of 1 million, hopefully this time with the correct order details from Peloton, to repair our bikes. Peloton service agents tell us "We have no choice.

We must accept what the third party servicers give us." When a customer pays thousands of dollars more for a "premium" brand, Peloton management should have some choice on how and when third party tech repair people engage in repairs, no?... Otherwise, it seems the tail is wagging the dog, and the expensive price tag of a "premium" product becomes a misleading veneer for something worth less.

I bought my tread in Dec of 2022. I paid for the extended warranty, thankfully.

17 months later, my tread just completely stopped working. I called support, I did troubleshooting and the determined they needed to send someone to service it. The earliest time he could come was almost 2 weeks later. He came, called peloton and peloton determined that it was the base.

I scheduled the base to come, soonest they could come was over a week later. Up until this point, I patiently waited and trusted that it would be resolved. The guys came, replaced the base and it still wouldnt work. He called support and I talked to them and after over an hour on the phone, she said shed swap the tread with a new one but couldnt get ahold of a supervisor.

She told me to call back in 24-48 hours. I pushed back and said a supervisor should call me. Why is it my responsibility? She assured me someone would call.

24 hours later, I called. The new gal said there was nothing in the notes that a supervisor would call me. After she tried to have me troubleshoot again, which was ridiculous after two people sent by peloton already dealt with it, she assured me someone would call in 24-48 hours 24 hours later, I called again. No supervisor.

Promise of someone calling me. Next day, called again. Promised that a supervisor would call within 2 hours. Waited the entire day, still no call.

Finally called today and Im pissed. Theyll swap my tread but who freaking knows how long Ill have to wait. I asked if I could buy a new extended warranty because I do NOT trust that this wont happen again in 18 months, since this seems to happen a lot. He didnt know, Id have to talk to sales- which to me means getting stuck in ANOTHER loop.

Asked if I could pay the difference for a tread plus to avoid dealing with this again in 18 months. He said no. So now, because its Friday, I wont have a resolution until Monday.

Im SO frustrated. Ive been a loyal peloton customer, Ive referred countless people, I remained patient in the beginning but this has ended up being a horrible process and I and very disappointed in how peloton has handled it.

Absolutely furious with the horrendous customer service at Peloton! I called just to re-arrange a delivery, and the incompetent representative I spoke with canceled my entire order without my consent!

Now the items I ordered are out of stock, and I am left empty-handed.

I tried to explain over and over that I didn't need a re-order, just a new delivery date, but this idiot showed zero patience and outright hung up on me! No explanation, no apology, nothing! How can a company treat its customers this way?

This is beyond unacceptable. Peloton, you need to get your act together!

If you can't handle simple requests, you shouldn't be in business. Fix your customer service immediately!