Peloton Ignores Known Screen Defect
I have been a loyal Peloton user for years. I own both the Tread and Bike, maintain a full membership, and was even selected to field test products for them. I purchased my Tread in December 2021 expecting premium quality. In 2023, the bottom half of the touchscreen stopped responding. I adapted by using a filter button that was still accessible. But a software update moved that button into the broken portion of the screen, making the Tread unusable. Peloton acknowledged my loyalty but refused to take responsibility. They offered me 25 percent off a new screen and free installation. I declined. I was not asking for anything free. I just wanted to keep using the machine I paid thousands of dollars for. A support rep told me they do not currently have an issue of defective touchscreens or a recall, even though I have gathered extensive documentation of others experiencing the same issue. That statement was misleading and dismissive. I also attempted to post a review on their website three times. Each time it failed at the email verification step. This raises serious concerns about Peloton suppressing legitimate customer feedback. Peloton built its brand on community and trust. That trust is now gone. If this is not resolved fairly, I am prepared to escalate it through legal channels.