Broken bike for birthday gift, no customer service
My husband gave me a Peloton bike for my birthday. Received it 11/7/25. Paid to have it built. Sunday 11/9/25 i bought the membership and tried to use the bike. It did not work. Tried calling customer service and after being disconnected, calling back and being placed on hold, three hours later a human told me the department was busy and that I had to leave a message with expected return call in 24 hours. I waited 7 days.... no return call. Spent another Sunday morning the next week, 3 hours again, being disconnected, placed on terminal hold and transferred when a nice man finally took pity on me and took time to try to trouble shoot the issue. We did a factory reset but that did not work. He determined it was a bad cable so he ordered a new one for me and sent me a link to schedule a technician to install it. The next day I received a lengthy accusatory email from someone at Peloton telling me I had behaved inappropriately, and that if I did not stop, my membership would be forever terminated. The man (his name starts with an 'E' so we will call him E) also explained that I was no longer allowed to call customer service and that anything I have to say has to go through him. He also told me that I would have to pay for the part and technician since I had been a member since 2019. I was in shock. I have never owned or been a member of Pelotin. I explained this to E and added that the bike has not been in my possession for a full 10 days, that it is definitely under warranty and that my only recourse was to call to ask for assistance from customer service. I only called because my $1800 bike was a large paperweight in my home,inoperable. I thoughtfully responded to E as he seemed upset and stressed by something. So I decided to wait for the part. I waited 3 weeks and no part arrived. I was afraid to call customer service again or contact E after his threatening email so I decided that none of this was worth my energy. Peloton obviously sold us a lemon. Peloton is refusing to assist me to repair it and I am not allowed to return it until a repair attempt has been made. So, I cancelled my membership and put the bike in household garbage to be taken to the dump for disposal. Given Peloton's very poor customer service and their threatening response to my legitimate request for help to fix the bike I cannot recommend this product. It might be a fine product but I will never know.