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