Over a month for repairs, and tech given wrong info by service rep
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.