Extremely disappointed. Thousands of dollars down the drain.
I'm extremely disappointed with the experience I've had with Peloton. I own both the Bike and the Tread. While I enjoy the equipment, I've had a horrendous experience with their customer support. Our Tread started throwing errors and refused to move past the welcome screen. We reached out to support, who sent us a series of standard troubleshooting steps, which we expected. After going through those steps with no luck, we reached back out to support to see what we could do next. A very obvious automated email said a part was out of stock, and they would reach out for us to schedule a tech to come out. We heard nothing back for over a week. We then received an automated email asking how our Tech visit was...which hadn't even been scheduled yet. We reached out again and were finally able to schedule a tech to come out over a MONTH later. They said in the meantime they would not charge us our monthly membership. We have continued to get charged. The tech came out as scheduled, and we had to leave shortly before they were finished. When we came home, the Tread was still failing to operate, and was giving us the exact same errors as before. The tech had not left a note, nor had they emailed us to follow up as to why our Tread was not fixed. We waited a few days and still received no communication. We emailed – AGAIN – asking what the tech had discovered, and inquiring why it was still not operating and why we had received no follow up information. They responded saying another part was needed. We had to schedule a follow-up tech appointment, which is another 3 weeks out. By the time the second tech comes out, it will have been months since we first contacted Peloton support about this issue. And we have continued to get charged for a membership fee for equipment that we cannot use. We are livid. This is a $3000 piece of equipment. I am a lifelong competitive runner and marathoner, and I had weighed the decision heavily on whether or not to take the leap with Peloton over another brand of reputable treadmills. I have been left extremely disappointed. This was a major investment for our family, and in the years we've had it, it hasn't even come close to being worth that cost. Additionally, the quality of email communication we have received is the worst I have EVER experienced from a company. Highly automated, very poor grammar, missing punctuation... you name it. Here is one example of what we've been sent: "...also if you have inconvenience or the technician does not arrive to your home you can re-schedule the visit...we are here to help you out correctly as you deserve, once the technician arrive to you home you can reply this email in order to rep-open the case." And a second example: "We are going to send back the tech to install another part!, since the system does show us the error and we are missing to replace the MCB you can schedule tech and track item here." I'm at a loss for words. I have invested thousands and thousands of dollars to Peloton at this point – in both equipment and 5+ years of membership fees – to be met with this type of support. Meanwhile, I have a $3000 piece of equipment sitting here, unable to be used. I will NEVER recommend Peloton to anyone.