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Has anyone had issues with their touch screen after running an update? I got on today to ride and everything was working fine. I got prompted to run an update the suddenly my touch screen wasn’t working anymore. I got my bike June 2019 so I am out of warranty. After an hour on the phone (rebooting and factory restoring) Peloton is telling me I have to pay $400 to replace the screen.
 

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Has anyone had issues with their touch screen after running an update? I got on today to ride and everything was working fine. I got prompted to run an update the suddenly my touch screen wasn’t working anymore. I got my bike June 2019 so I am out of warranty. After an hour on the phone (rebooting and factory restoring) Peloton is telling me I have to pay $400 to replace the screen.
I have the SAME issue! Here is what happened with mine....

My bike is a 2018 in great condition. The other day I turned my bike on. It asked me to do a software update so I did. Upon restart the bottom menu/task bar where you can view classes and schedule etc. does not respond to touch all of a sudden and it is just the one area of the screen. Naturally, I called Peloton. I spoke to three different techs and went through three different trouble shooting methods with all three and still no change with my issue. Over the coarse of three days I have spoke to 4 different people and ended up most recently with a supervisor of the tech dept. ultimately It was explained to me this is a known issue. I was told I have to purchase a new screen. Why should someone who spends all this money monthly and for the original cost of the bike have to spend money to replace a screen that cannot function properly due to a software update? Especially when this is a “known issue” admitted by Peloton. After 2+ hours on the phone today I was told that Peloton could not do anything. It is on me as the consumer to pay the price of a replacement screen. If a vehicle manufacture found a known issue, they would issue a recall and the manufacture would cover the cost regardless of warranty status. Does anyone have any suggestions or experienced this issue? Any feedback is greatly appreciated!
 

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I have the SAME issue! Here is what happened with mine....

My bike is a 2018 in great condition. The other day I turned my bike on. It asked me to do a software update so I did. Upon restart the bottom menu/task bar where you can view classes and schedule etc. does not respond to touch all of a sudden and it is just the one area of the screen. Naturally, I called Peloton. I spoke to three different techs and went through three different trouble shooting methods with all three and still no change with my issue. Over the coarse of three days I have spoke to 4 different people and ended up most recently with a supervisor of the tech dept. ultimately It was explained to me this is a known issue. I was told I have to purchase a new screen. Why should someone who spends all this money monthly and for the original cost of the bike have to spend money to replace a screen that cannot function properly due to a software update? Especially when this is a “known issue” admitted by Peloton. After 2+ hours on the phone today I was told that Peloton could not do anything. It is on me as the consumer to pay the price of a replacement screen. If a vehicle manufacture found a known issue, they would issue a recall and the manufacture would cover the cost regardless of warranty status. Does anyone have any suggestions or experienced this issue? Any feedback is greatly appreciated!
I just posted about the same issue today (1/26/21). I did the same thing you did. Got tech assistance. Did reboot, etc. My bike is in really good condition (hate to admit it, but only have 150+ rides) and shouldn't be having this issue. Was told I need to buy a replacement screen for $400. Pissed. I was hoping my post would uncover how many people had this issue to gauge if it is a known problem. Interesting that you were told it was. If enough people are having problems, I can speak with an lawyer....
 

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I just posted about the same issue today (1/26/21). I did the same thing you did. Got tech assistance. Did reboot, etc. My bike is in really good condition (hate to admit it, but only have 150+ rides) and shouldn't be having this issue. Was told I need to buy a replacement screen for $400. Pissed. I was hoping my post would uncover how many people had this issue to gauge if it is a known problem. Interesting that you were told it was. If enough people are having problems, I can speak with an lawyer....
I am also very interested to know the same. I am beyond passed... The responsibility is on them. To think the consumer who is supporting this company not only on initial purchase of the bike, but monthly is left to fend for themself is the furthest thing from “good” customer service. When I spent my countless hours on the phone I at least expected to get somewhere but instead I’m being told that, “we have told you severals times that Peloton is not replacing your screen.” Instead of helping they would rather lose business which I mentioned and they admitted they were ok with losing the business! It blows my mind! They would make the 400 bucks back in my membership fees if they just treated me with some respect and courtesy after admitting that the issue is known. I strongly believe we as the consumer should have a right to a new screen or whatever it may be regardless of warranty status. Especially if it’s an issue admitted to be known.
 

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I’m on with customer service right now for this very issue and they just told me I have to buy a new screen, too. I’m recording the conversation and will be posting online.
 

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Same issue, same conversation. My monitor just stopped working overnight, the android OS and power/volume buttons still work fine, but the touch screen is fried. They won't budge on the $400, nor would they even credit my account for a month worth of classes to soften the blow - while I won't even have a monitor for two of the weeks.

I've paid $500 in subscriptions since I got my bike. I've also directly helped them sell two bikes to close friends who were on the fence about the purchase. I'm beyond annoyed by this. What a terrible brand experience.

I'm thinking about buying the refurb monitor and reselling my bike locally to be done with the brand. BTW - that "discount" on the monitor for $400 is a refurbished monitor, not a new one.
 

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Same issue, same conversation. My monitor just stopped working overnight, the android OS and power/volume buttons still work fine, but the touch screen is fried. They won't budge on the $400, nor would they even credit my account for a month worth of classes to soften the blow - while I won't even have a monitor for two of the weeks.

I've paid $500 in subscriptions since I got my bike. I've also directly helped them sell two bikes to close friends who were on the fence about the purchase. I'm beyond annoyed by this. What a terrible brand experience.

I'm thinking about buying the refurb monitor and reselling my bike locally to be done with the brand. BTW - that "discount" on the monitor for $400 is a refurbished monitor, not a new one.
I had no idea it was a refurbished monitor. They certainly don’t tell you that on the phone. I recorded my conversation with them and they had the gall to say “it sounds like it’s just bad luck”. I said I’m sorry, it’s my bad luck before your software failed?? They said there’s no way it could be a software issue despite me having zero issues for 864 days pre-update.
 

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I had no idea it was a refurbished monitor. They certainly don’t tell you that on the phone. I recorded my conversation with them and they had the gall to say “it sounds like it’s just bad luck”. I said I’m sorry, it’s my bad luck before your software failed?? They said there’s no way it could be a software issue despite me having zero issues for 864 days pre-update.
They don't. After I was offered $400 as a "discount offer" on a "new monitor" i asked, do you have any refurbs you could sell at a better price? That's when I was told by CS that the $400 is a refurb monitor, and if you want a new one it's $750.
 

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It’s all so unethical. I just got my replacement today. My favorite part is that they want you to return your “broken” monitor so that they can go refurbish it and sell it for another profit. They can buy mine back for $400 + tax otherwise F off.
 

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It’s all so unethical. I just got my replacement today. My favorite part is that they want you to return your “broken” monitor so that they can go refurbish it and sell it for another profit. They can buy mine back for $400 + tax otherwise F off.
That's complete nonsense, I'm sure the fix for them is fairly simple as these issues seem widespread now. Them turning their defective hardware into a revenue stream is the epitome of a sleazy tech company move.
 

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Peloton software is evidently horrible. They are focusing on trying to start/expand American manufacturing, hopefully they try to take the same approach with software - or at least validation...
 

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I'm having the same issue with the latest model Bike+ and it seems to be associated with the last couple of updates. Not only does the touchscreen become unresponsive but the entire system freezes up and either forces me back to the profile selection screen or requires a complete reboot. Completely frustrating to be in a hurry to squeeze a workout in - the reason you buy this expensive piece of equipment - and spend the entire time trying to get it to work.
 

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I'm having the same issue with the latest model Bike+ and it seems to be associated with the last couple of updates. Not only does the touchscreen become unresponsive but the entire system freezes up and either forces me back to the profile selection screen or requires a complete reboot. Completely frustrating to be in a hurry to squeeze a workout in - the reason you buy this expensive piece of equipment - and spend the entire time trying to get it to work.
Hopefully, you’re still under warranty since it’s the +. The sooner you get it fixed the better, since I think we’ve all shown how worthless customer support is once you’re out of warranty (“it couldn’t be us, it’s you!!!).
 

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Hopefully, you’re still under warranty since it’s the +. The sooner you get it fixed the better, since I think we’ve all shown how worthless customer support is once you’re out of warranty (“it couldn’t be us, it’s you!!!).
What I don't understand is that it's clearly a software and not hardware issue. It appears they've been pushing more updates than usual so I'm assuming they pushed some buggy code and are struggling with a resolution.
 

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What I don't understand is that it's clearly a software and not hardware issue. It appears they've been pushing more updates than usual so I'm assuming they pushed some buggy code and are struggling with a resolution.
And I’m sure none of us will get our money back for the screen we shouldn’t have had to purchase. Agree that the updates are way more frequent than they’ve ever been.
 

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I’m totally disgusted and spread the word on it. It’s a crap system. I’ve started using the iFit equipment. At least you can still use your product if there it a problem.
 

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All the same here. Very clearly a software issue as it roughly coincides with addition of "stacking" function and the monitor does work periodically.

Bad on Peloton and whatever group of chimps they have writing code.
 

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I just posted about the same issue today (1/26/21). I did the same thing you did. Got tech assistance. Did reboot, etc. My bike is in really good condition (hate to admit it, but only have 150+ rides) and shouldn't be having this issue. Was told I need to buy a replacement screen for $400. Pissed. I was hoping my post would uncover how many people had this issue to gauge if it is a known problem. Interesting that you were told it was. If enough people are having problems, I can speak with an lawyer....
I just had this happen to me, as well. My Bike had less than 100 rides, and after working with tech support for several hours, I caved and spent the $400 for a new screen. I really didn't know what other option I had.
 

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I just posted about the same issue today (1/26/21). I did the same thing you did. Got tech assistance. Did reboot, etc. My bike is in really good condition (hate to admit it, but only have 150+ rides) and shouldn't be having this issue. Was told I need to buy a replacement screen for $400. Pissed. I was hoping my post would uncover how many people had this issue to gauge if it is a known problem. Interesting that you were told it was. If enough people are having problems, I can speak with an lawyer....
Hi. Wondering if you ever contacted a lawyer? I have been having the same issues since w my screen since my bike was just over a year old (hence out of warranty). I absolutely refuse to pay for a new screen. I have been in contact w peloton customer service multiple times but they will not replace the screen since it is their policy. I am interested in starting a class action suit and considering their recent legal woes, this is clearly not the elite brand they claim to be.
 
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