We’re sorry for any confusion in how the replacement was initially communicated. As outlined in our warranty and discussed during your case review, all warranty replacements are fulfilled with refurbished units. This is a standard practice and is detailed in our policy here:
https://tonal.com/pages/warranty?srsltid=AfmBOopysic1LiAFxxZl6oG-CFhLTNOGrMHvUQMmTQS9nuFrri2hL4Rc
To clarify, refurbished does not mean lower quality. These units are fully tested, restored to meet strict performance standards, and are verified to function like new. This allows us to resolve issues quickly and consistently without extended delays that would come with sourcing brand-new inventory for every replacement.
As stated in the warranty terms:
“If a defect covered by this Warranty occurs, Tonal will, at its sole discretion, repair or replace the defective Product or part with a new or re-manufactured part, or refund the original purchase price.”
We do recognize that the expectation may have been different, particularly so soon after installation, and we appreciate you taking the time to review and acknowledge the policy with us.
We’re sorry to hear how frustrated you are and understand how disappointing this situation feels, especially after investing in both the machine and the relocation service.
After reviewing your case, we want to clarify a few important points. The error your unit is experiencing is a Motor Control Board error. This type of error does not originate from uninstalling and reinstalling the unit. Our service team performs professional uninstallation and reinstallation only. They do not transport the device. Based on our diagnostics, this issue is consistent with normal component wear over time and would have occurred regardless of a move.
Your Tonal was installed in 2023, and the manufacturer’s warranty expired in 2024. Because the unit is currently out of warranty, the replacement option offered reflects our standard out of warranty service policy.
We also apologize if communication felt delayed or unclear. That is not the experience we want for our members. A senior member of our team will reach out directly to review everything with you and answer any remaining questions.
We understand this is not the resolution you were hoping for, but we do want to ensure you have clear information about the determination and the available options moving forward.
