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Discussion Starter · #1 ·
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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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 had the same exact experience. Horrible customer service and days and hours of my life gone. In the end I asked for a supervisor and said I no longer can recommend peloton to friends and family because they disgust me. Horrible customer service plus now we have to pay for their mistakes? Absolutely not. They ended up sending me the new screen for free. Push back on them hard!
 

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Discussion Starter · #3 ·
I had the same exact experience. Horrible customer service and days and hours of my life gone. In the end I asked for a supervisor and said I no longer can recommend peloton to friends and family because they disgust me. Horrible customer service plus now we have to pay for their mistakes? Absolutely not. They ended up sending me the new screen for free. Push back on them hard!
If you don’t mind me asking how long ago did you get them to do that for you? What did u say that ultimately got them to send it?
 

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It was just last week. I asked for the supervisor and gave them the whole story start to finish about horrible customer service issues then I said on top of it all I don’t even feel like the issue was my fault. If it was normal wear and tear ok, I will pay for it but the bike was working fine then after the update just stopped working. But now I’m the one that owes you guys $400? So I said after it’s all said and done I’m genuinely so turned off by peloton as a company now I wouldn’t recommend you guys to anyone. I also mentioned how they consider themselves an elite brand yet I can’t even get someone to call me back. I had to chase and hound them for 3 days to get a resolution. I didn’t really yell or get mad I was just so genuinely disgusted by them. I know they are getting a lot of complaints these days from what I read from other peloton groups I am in. They’re not really in the position to start saying WE owe THEM after spending $2,600 on the bike +$500 a year for a membership. Plus THEIR updates are the ones crashing the screens. If that doesn’t work I would just say ok I will be sure to post this experience all over social media. I hope this helps!!! I was so frustrated and upset because I really love my bike. I didn’t realize how horrible the customer service was.
 

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I think the experience with customer service has been good - but the corporate policies limiting what the CS teams can do is the issue.

$400 for a screen replacement when it's clearly a fault of the hardware/software and not a misuse issue is absurd. It's only a matter of time before there's a class action on this monitor issue.
 

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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 had the same problem with my bike last year and I was told to buy a new screen. They wanted me to pay $400 which was a discount on a monitor that cost $750. I could not afford it so my bike still gave me trouble. They tell people it’s the monitor but I think it’s the feed. The update totally wiped it out now. When they created the features for the new bikes and treads it screwed up the systems on the other bike but I have to purchase the monitor they screwed up. I’m so disgusted because I saved up my money to buy this bike. I wanted the treadmill but this left a bad taste in my mouth.
 

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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!
Hi. I just downloaded an update and since 0800 my monitor has been stuck on ‘updating complete 100%’. I have spoken with support staff several times and we have gone through several technical options none of which resolved the problem. I was informed that there has been several calls to Peleton with a similar situation. It’s now 2pm and basically no resolution. They have not told me yet that I need to buy another monitor. I purchased a new monitor in 2019. I am looking for members who want to initiate a class action lawsuit.
 

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I think the experience with customer service has been good - but the corporate policies limiting what the CS teams can do is the issue.

$400 for a screen replacement when it's clearly a fault of the hardware/software and not a misuse issue is absurd. It's only a matter of time before there's a class action on this monitor issue.
I’m in agreement with a class action. Considering the fact that there are over 2 million subscribers at $39 monthly roughly 80 million monthly. I purchased a new monitor late 2019.
 

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Same exact issue and now I have a bike that is useless, a screen that doesn’t respond, and a canceled membership. They could care less about their customers
 

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I’m in agreement with a class action. Considering the fact that there are over 2 million subscribers at $39 monthly roughly 80 million monthly. I purchased a new monitor late 2019.
Hi Could you let me know if anyone is pursuing the class action suit? I'm in total agreement.
I am having the same issues w my screen. I have been in contact w their customer service multiple times and they will not budge....they just keep telling me that they are standing by their policy and will not replace my screen since my bike is out of warranty. My bike was just over a year old when I starting having the problems. This is such terrible customer service considering it is a faulty bike and not normal wear and tear or something I did to my bike. Considering all of the pending lawsuits against peloton, it seems they aren't the elite company they claim to be.
 

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Hi Could you let me know if anyone is pursuing the class action suit? I'm in total agreement.
I am having the same issues w my screen. I have been in contact w their customer service multiple times and they will not budge....they just keep telling me that they are standing by their policy and will not replace my screen since my bike is out of warranty. My bike was just over a year old when I starting having the problems. This is such terrible customer service considering it is a faulty bike and not normal wear and tear or something I did to my bike. Considering all of the pending lawsuits against peloton, it seems they aren't the elite company they claim to be.
Hi. Other than you no one had said that they were interested in pushing forward on it.
 

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My brand new peloton bike arrived today after paying for it March 7, 2021. Guess what?!? Screen will not move past the software update - locked on the screen saying 100% complete. So disappointed 😔
Just give it time to finish the update. I was frustrated initially but then I learned to just wait. When it’s done updating. It works fine.
 
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