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Peloton Recall – 2 Products Recalled in PR Disaster

US Safety Regulators tell some Peloton treadmill users to IMMEDIATELY STOP using TREAD+
Image|onepeloton.com

Peloton recalls treadmills following death & a series of accidents

Both the Peloton TREAD and Peloton TREAD+ are each being separately recalled following a series of accidents and one death. Some other incidents were captured on video and made for uncomfortable viewing for the company

 

The US-based CPSC today confirmed the status of Peloton’s VOLUNTARY recall, with the Consumer Product Safety Commission also noting that for the TREAD+ alone there were a shocking number of incidents namely, “72 reports of adult users, children, pets and/or objects being pulled under the rear of the treadmill, including 29 reports of injuries to children such as second- and third-degree abrasions, broken bones, and lacerations.”

Issues with the regular TREAD model are less serious and involve a risk of the touchscreen falling off and potentially causing injury!
Does it affect you? Users in the USA should be automatically contacted by Peloton with further information, customers in other regions should note that models elsewhere may well be different or not subject to the recall. However, the CPSC notes that the recall coves approximately 125,000 Tread+ models and around 1,050 units of the regular Tread, with additional Tread model in Canada also being affected to the tune of about 5,400 customers.
Peloton seems to have eventually decided to do the right thing, perhaps with pressure being applied by the CPSC. Even as recently as last month, April 2021, Peloton was calling the CPSC report “inaccurate and misleading“! and that the devices were safe to use if Peloton’s instructions were followed. Today marks an abrupt about-face as Peloton CEO John Foley issued an apology, stating that “Peloton made a mistake in our initial response to the Consumer Product Safety Commission’s request that we recall the Tread+. We should have engaged more productively with them from the outset”, also he made commitments to work on improving treadmill safety standards for the industry.

What exactly is Peloton now offer to fix this?

  1. Tread & Tread+ owners can return their treadmills to Peloton until Nov 6th 2022 and receive a full refund
  2. Tread+ owners who want to keep their treadmill can have their treadmill moved to a different room for free by Peloton
  3. Tread+ owners who want to keep their treadmill will have software improvements including the ability to lock Tread+ after use with the requirement of a 4-digit pin number to use it
  4. Tread owners who want to keep their treadmill can have a replacement screen bracket fitted for free by Peloton

Peloton Stock Crashes by Over 10%

A recall can’t be too bad for the share price? Nope, but a data leak can.

Tech Crunch today reported security flaws whereby personal details that were set to PRIVATE could, in fact, sometimes be accessed withoutpermission by 3rd parties.

Oh dear.

Take Out

Some partial, recall-based resolution like this was always on the cards. Once again the commercial imperative got in the way of doing the right thing and, once again, ‘kids being injured’ eventually caused a sufficient backlash that forced the company to act.

Trying to obfuscate and fight these things merely causes them to drag on for longer and cause more reputational damage. OK if you are a small company you might not be able to afford to do the right thing but Peloton is not a small company and can afford to do the right thing. Doing the right thing creates goodwill and people spread goodwill to those they know. those they know buy your product. #Simple.

Top Tip: Acknowledge the issue. Apologise immediately. Rectify ASAP.

 

 

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3 thoughts on “Peloton Recall – 2 Products Recalled in PR Disaster”

  1. This is typical US! Why do children play alone with a treadmill? American consumers provided us with things like “don’t dry your pet in a microwave!”

    1. Exactly!!!! The mother all idiotica. Next to the woman that held her McDonalds coffee between her legs while driving and got a million or so.
      This is caused by stupid people. Of which there seem to be a lot more over there. Dumb, confused, disturbed people shouldn’t be allowed to have guns. But neither animals. Or potentially dangerous machines. And if you would extend it to children the chance this kind of problems would ever happen to someone or thing that cannot be blamed for it would be practically zero!!!

      1. Wow. You checked a lot of boxes with that one. You missed out cyclists but despite that there should be enough there to get a response.

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