Lack of support during extended Peloton inactivity
[Edit] I'm updating my 2-star to a 4-star review after Peloton have resolved the issue entirely to my satisfaction. I do hope, however, that Peloton will start sending out reminders and check-ins to users of the Peloton App when these customers haven't logged in or used the service for 3 months or more. This was my original review: I had a very positive view of Peloton until I found myself unable to use my bike for almost a year due to personal circumstances. During that 11-month period, I did not receive a single reminder, check-in, or message regarding my membership, and I only later realised that my subscription had continued throughout that time. When my circumstances improved, I contacted customer services to explain what had happened. I was not expecting a full refund, nor was I looking to cancel my membership. I wanted to continue using the platform and remain a paying customer, but I had hoped for some understanding and a constructive discussion about a fair resolution. Instead, I found the response disappointing. Initially, I was told that Peloton does not track whether members are actively using the service. Later in the conversation, it was acknowledged that usage data was available to them. Peloton eventually offered a refund equivalent to two months of subscription fees, which I declined. Given the length of my inactivity and the absence of any reminders or check-ins, I felt that a refund of five months' fees would have been much more reasonable compromise. While users are ultimately responsible for managing subscriptions, exceptional life events can sometimes prevent that. There is a huge contrast between Peloton's messaging around wellbeing, community and (self-)care, and the way this situation was handled and I would have expected greater flexibility and a more empathetic approach. I would encourage Peloton to consider introducing inactivity reminders, automatic subscription pauses triggered by extended inactivity, or similar safeguards to help prevent situations like this in the future.