Pelotons' Customer Service is 3rd world and 3rd rate for a premium price
EDIT: I got off the phone on 26 July with one of the last AMERICAN agents. (I spoke to around 40 agents in this whole process, and only one or two native English speakers-- only about half of them seemed fluent. I didn't ask but one lady sounded American also) This American sounding guy was able to troubleshoot the computer with me and made it work. FINALLY. They are in the process of oversea-sing the customer service to third world countries such as Mexico. This will be complete in September. This is disgusting. This is a high-priced premium product. There is no reason except greed to overseas these jobs. The level of service that you get from an agent in US who has an education in English is far higher quality generally speaking. There was one really good Mexican agent too but like you bet they aren't getting US wages (obnoxious!). I'd like to see the customer service be brought back to the US at least for complex cases. The man I spoke to tonight was excellent. Why couldn't I of gotten him on my first call instead of my 40th? Have some pride. This is supposed to be a German product. German = quality no? Added a star because issue was resolved(?) ====== I purchased a Peloton Bike on 18 June. On 04 July they finally brought me something but not what I ordered. The delivery people plopped the bike in my home and rushed away. Immediately began to set up this bike. The handlebars wouldn't adjust. I then took a closer look: it was obviously used. I called Peloton this and they argued with me, gaslit me, and hung up on me several times so far during this experience. I spent around 16 hours either trying to chat or call with them then I finally spoke to an agent who agreed to have them swap out the frame (HOW GENEROUS), that was cancelled and spare parts to do with the handlebar were sent to my home, about 2 weeks later the technicians came only to confirm to me that it was a used bike and there is nothing they can do. Then I call back, spend another 4 hours on the phone for them to finally agree to send the frame. About weeks later the frame comes... Guess what? The computer doesn't work either. The technicians said that they sent an email to Peloton requesting the new part. I get some nonsensical message from saying that they heard everything went well. I reply back reiterating what the technician said and a day and a half later still no reply. I've now been on the phone with them tonight for two hours. Do yourself a favour, skip this company. What a disorganised, unprofessional, pathetic mess of a company.