Peloton's customer service has been garbage on my Bike+. We are working through the issues because, like you are saying, they are hot/cold. Your review is spot on.

I needed a repair for the bottom bracket of my Peloton bike. Peloton service was amazing, sent in a quick video of the noise and they diagnosed it in minutes. Clicked a link to book a repair. So far, great! It took several weeks get an appointment for the repair. On that day of the repair I called customer service to check if they were on schedule. They assured me someone would be there at the schedule time. No show, no call. Booked another appointment- same situation, no call and no show. Now they booked me another (3rd attempt) in appointment for September! That is TEN months after my original claim for repair. I believe they use another company for the repairs, very disappointing.

ive been looking at getting a bike recently and the two common/well known ones peloton & nordic are the ones ive been researching, the nordic gets just the same feedback if not worse for customer service from what ive read

I bought the extended warranty when I bought mine. Things always go wrong with expensive purchases. This is good info if something happens.

@Duck4212

2 жыл бұрын

The problem is that the product they are selling you should perform in a reasonable manor for not just one or two years but for many. That dependability should be included in the cost of the product and you shouldn't have to pay additional for reliability assurance. It's like a company telling you I will sell you this or that but if you want it to perform as intended and be reliable then you must pay extra. That reliability assurance should already be included in the product. Peloton's standard warranty I believe is just one year. That's BS. For the price you are paying, you should automatically have a 3 to 5 year warranty (Pelotons confidence of quality in their product) built in your purchase.

About to pull the trigger on a bike+. Just watched a load of your vids, very informative and some great tips. Really fancied the Nordic track X32i but their customer service just looks awful from the comments I’ve read after something goes wrong. Keep them coming 👍👍

@lubnan08

3 жыл бұрын

I love my Peloton Bike plus. Worth the money!!!

July seems to be the consensus in the US for rereleasing the base Tread. No estimate on Tread+ but a Peloton exec recently stated it would take several months longer than the base Tread. I’m hoping I can reorder (my order was canceled 8 days before delivery due to the recall) in the fall.

Very informative. Thanks and God Bless.

I have dreaded this to happen to my bike. I live in Nicaragua and my bike has no warranty here so Im all alone. I was so scared that when the bike would arrive it would have some kind of issue. I was lucky to get a fully functional 100% ok bike but just like you mention on the video, on the comments there seems to be more negative than positive. Any good info I can get is always great!

Had to wait 2 weeks for them to fix my bike, they were only there 20 mins, apart from that it's been a fantastic purchase!

I noticed a click feeling in my left peddle and about 2 weeks later the noise started. They replaced my frame. The new one has a stripped screw in the handlebar and is making the same noise (not as loud) still trying to resolve. I guess the parts are in backorder. They said they would do another frame swap. Love the bike and the classes, customer service seem good but I worry about the quality. Will definitely be getting the extended warranty.

Good info - thanks

Really helpful as usual. I got my new Peloton + within 4wks for ordering. Never worked from the outset. Showed resistance but nothing else on rides. Everything remained zero and rides remained incomplete. Had to take photos etc and they agreed bike would have to be changed. Been waiting over 10 weeks for a replacement but due on 13.07 so fingers crossed

@SteveJulien

3 жыл бұрын

Sorry to hear that, fingers crossed the new one is perfect.

@PatrickT

3 жыл бұрын

@@SteveJulien me too! Your videos really helped before I ordered

Issue with a scratch I only noticed after delivery - not happy on a 2100 purchase and they only offered two free months for the membership Going to return that bike during the trial and order a new one

And thing happened to me. 10 minutes into the first ride it dies. Power issue, they sent a screen arrived two days later. No joy lots of push back but a new one is arriving for a swap out on Wednesday morning. Disappointing, but hopefully the next one works fine. Bike Plus power issues seem to be a thing though

Well I am happy you’re pleased with them. I have found them less than easy to deal with I now have a major crank bearing failure and it’s been a nightmare thus far. Parts a weeks out not days out. They are expensive. This has had the ongoing tick tick problem you see online. It’s now a major failure and going to cost several hundred to correct. I found them very attentive till they got my credit card then I was and still am invisible. I would guess at this rate they will be gone from business one day. Never again will a Peloton product reach past my door. Too bad because we excited to join the peloton family. That’s over now.

@SteveJulien

21 күн бұрын

Sorry to hear

My bottom bracket failed today too, at least that’s what they think from my video, I am 150 rides in, and have like a recurring click coming from there every 2 revolution, but technician will be coming soon

Ive had my bike since January and in the last week or so Ive noticed that my right pedal squeaks when Im out of the saddle. Have you (or anyone on this forum) ever experienced this? Thanks~

My bike plus does the same thing. With high resistance above 75 the right pedal feels firm on downstroke and then slips feeling light. Guess I'll contact peloton

Didnt use my bike much at all for the first 12 months due to injury, then after just 80 rides my bearing has gone in the front wheel...Im just outside my 12 month warranty, so a new part cost me £40, and a technician to fit it would cost £90....I plan to install it myself, but Im shocked the parts on this £2000+ bike can wear out so fast.

Why did you get the plus when you were happy with the original though ?

I need a video on how to fix the sensor on the peloton bike.

They really had many serious problems with the Peloton slat belted tread. I had to replace the tread base three times. I am sure that their technicians were flooded with complaints.

Good to know. I’m leaning toward returning mine in favor of going back to the gym, however.

@Dominique.Danielle

2 жыл бұрын

Did you decide to keep it? I’m still in the researching part of the bike

@vickiea.7194

2 жыл бұрын

Did you decide to keep it??

yeah! 👍

Your dog is adorable! What breed is it?

@SteveJulien

3 жыл бұрын

She's a sweety. She's a Schnoodle (Miniature Schnauzer and a Poodle)

I got a unintentionally hilarious ear wax cleaning device advert.

Had issues last week. The person I talked to was VERY nice but she couldn’t help me so she said there “tech team” would call me in 2 hrs. That was 3 days ago…. I did get an email asking me how was their service… :(

Not one ride. And it won’t turn on. Turned on when it got delivered however when I unplugged the power source I order to move it to a closer one. Screen won’t turn on. Great Christmas so far lol

@SteveJulien

Жыл бұрын

Make sure the leads are all connected properly and press and hold the power button for 30 seconds. 🤞🏽

@sheruwalia7450

Жыл бұрын

@@SteveJulien figured out it was not working due to being plugged into the outlet. once i connected a power chord it started right up. no idea why.

Every time I contact peloton I get transferred a minimum of two times and that’s to make a purchase. Probably more if you actually have an issue.

@SteveJulien

3 жыл бұрын

Their back end doesn't seem to be a slick as it could be.

Good video. I’m gonna take out the extended warranty on mine before it runs out

@SteveJulien

3 жыл бұрын

Glad you enjoyed it. I took it on my standard bike. You may never need it, but for peace of mind. . .

@fromdaddywithlove3001

3 жыл бұрын

Didn't get the extended warranty when I purchased my bike. But definitely considering it now. How long do you have to purchase it?

@alywatson7569

3 жыл бұрын

@@fromdaddywithlove3001 u need to buy it within the initial 12 months

@fromdaddywithlove3001

3 жыл бұрын

@@alywatson7569 Perfect! Appreciate the info. Thanks!

@chevelleflorida

2 жыл бұрын

@@SteveJulien So you took out the extended warranty on your original bike but not on the bike plus? Does that mean that you didn’t have issues with the original bike and felt that it would be a waste on the bike plus? Or did you subsequently take out the extended warranty on the bike plus?

Just take the cover off and tighten up the tensioner :-)

This isn't at all uncommon. Happened on my plus and my friends. Seen many comments online and random KZread videos of the exact same experience. Easy enough to take apart and tighten properly though, not worth a service call unless you're exceptionally unhandy or uncomfortable with basic bike maintenance. Worth learning to do in the long run because it'll most likely come loose again at some point.

i think you should consider the possibility they discovered who you are when sending them the unlisted youtube video. I'm sure they could've seen your other Peloton videos and perhaps gave preferable treatment over a regular consumer. Just food for thought, given you've said a lot of people seem to be unhappy with the customer service.

@SteveJulien

3 жыл бұрын

It did cross my mind but who knows. Ive got a video coming out next month documenting a problem I had with my other bike and the service.

@prudx2775

3 жыл бұрын

@@SteveJulien just something that peaked my interest! I am here from the eGolf vids. Not a peloton guy myself :p

Have a peloton bike metrics don’t work now. Was sold cables and didn’t work now have to buy a new sensor. It is almost like they are guessing. Between this and the seat post recall never buy a peloton product again.

Peleton service plain and simple sucks…. They sent two mechanically inept individuals to deliver and assemble my bike. They dropped and broke the screen and continued to install it till I said “ I don’t think so”. Called Peleton and was on hold for over an hour to see how long I would have to wait for a new screen. Because their“ installers” had no idea how long it would be. Likely I’ll return it at the end of the thirty day trial

@SteveJulien

2 жыл бұрын

Sorry to hear this.

@fredb1495

2 жыл бұрын

@@SteveJulien it actually gets worse. After waiting a week for a new screen which they said the would send with “expedited” shipping. I went to install the screen and I found that they sent the wrong screen. So I was not able to mount it and will have to wait for them to send out another screen. Yep. They have the worse service ever

@Williamb612

2 жыл бұрын

Peloton has become self focused rather than customer focused…clearly they have lost their way, and they better get back on track FAST or the brand will become synonymous with hassle, bad quality, and shitty customer service. I hear Apple may buy them and clean up their mess…Apple will connect the screens to the internet for entertainment consumption, and to the Apple app ecosystem, align the bikes to their health apps, and ensure from order to delivery, the experience will be flawless However Peloton better let go and sell, NOW, or the brand recognition will go to shit and become worthless

Just like every company, the angry people leave feedback. Another major company has possibly worse yet they're getting celebrity endorsements and still around.

It stinks!