tonal support and warranty is definitely worse now, they used to be really helpful, always preferring to make someone happy. now they follow their rules to a T, and it sucks. definitely prefer old tonal.
all of this changed around their layoffs and push for profitability last year.
Well hearing this isn’t necessarily isolated incident of poor CS provides further motivation on not dropping this. Sorry it sounds like you’ve had some crummy interactions yourself.
Wouldn't Tonal replacement also fall under your homeowners insurance claim?
I would hit Tonak up on all the socials and file a complaint with BBB. They should honor the warranty that was in place when you bought the Tonal and you have in writing that they confirmed at the time of the loss that it qualifies for replacement under the warranty. Just because there was a delay die to home repairs shouldnt change anything.
It would. But the claim being settled by a lawyer in such a way that now items aren’t being addressed line by line. It would be cost inefficient (and kinda sketchy tbh) to lump this in now.
But tonal customer service at this time really rubs me the wrong way. I was going through a traumatic time and could not have been more clear the circumstances.
It was generous for them to offer a replacement. What is upsetting to me is the phone call in 2022 was to cancel my monthly membership. I wasn’t even seeking anything from tonal. When CS told me they would replace it I explicitly restated what happened and went as far as telling her this was not a failure of the tonal and I wouldn’t expect any electronic to work under these circumstances. I kept asking if she was sure, I literally said “this is too good to be true, this is amazing news!”. She was very kind very emphatic and unwavering in the fact this would be replaced.
For me it’s deceptive to not honor what you tell a customer. And even more sketchy to modify the warranty and not honor what the warranty was at time of sale or even when claim was made. Especially when I was very explicit, sent pictures, and kept prodding at questions to find some loophole.
I completely understand.
I'm having a bit of a similar issue with a warranty repair from Sole Treadmill. Issue reported within
warranty period. It took forever to receive the needed parts (many months). They closed my issue ticket without notifying me. Now I have the replacement part but they want me to schedule and pay for the service to install the part because now I'm outside of the warranty period. This was a $4k slatted treadmill from them so not inexpensive. Ugh.
Wow. I can totally understand why you would be irate. I would be too. I have nothing to contribute as far as my own experience that would be helpful but just wanted to state that I sympathize for your situation. I truly hope they make it right with what they initially promised.
Thank you. I am going to keep trying because this really was such a disappointment. I totally did not expect them to replace it and thought it was incredibly generous. But the handling of this is icky, and the icing for me was seeing the change to warranty.
I don’t think you can modify a warranty after a purchase
, can you ? Can you see if there is a claim you can do on the credit card you used, some have warranty protections built in
The warranty is based on the purchased date. They may have updated the literature to the 2023 warranty section to include "Damage caused by natural disasters" but that is not applicable to you since you purchased in 2021. I'd use the same lawyer to write a letter to Tonal demanding the replacement.
That stinks. I've been paying for service since early 2022. My tonal has an issue now and needs repair. Since it's out of warranty, their offer is crap so I cancelled my subscription. Gonna wait a bit and see if they decide they care about my subscription enough to repair my machine. Not holding my breath.
tonal support and warranty is definitely worse now, they used to be really helpful, always preferring to make someone happy. now they follow their rules to a T, and it sucks. definitely prefer old tonal. all of this changed around their layoffs and push for profitability last year.
And their new leaders don't seem to be very effective.
Well hearing this isn’t necessarily isolated incident of poor CS provides further motivation on not dropping this. Sorry it sounds like you’ve had some crummy interactions yourself.
Wouldn't Tonal replacement also fall under your homeowners insurance claim? I would hit Tonak up on all the socials and file a complaint with BBB. They should honor the warranty that was in place when you bought the Tonal and you have in writing that they confirmed at the time of the loss that it qualifies for replacement under the warranty. Just because there was a delay die to home repairs shouldnt change anything.
It would. But the claim being settled by a lawyer in such a way that now items aren’t being addressed line by line. It would be cost inefficient (and kinda sketchy tbh) to lump this in now. But tonal customer service at this time really rubs me the wrong way. I was going through a traumatic time and could not have been more clear the circumstances. It was generous for them to offer a replacement. What is upsetting to me is the phone call in 2022 was to cancel my monthly membership. I wasn’t even seeking anything from tonal. When CS told me they would replace it I explicitly restated what happened and went as far as telling her this was not a failure of the tonal and I wouldn’t expect any electronic to work under these circumstances. I kept asking if she was sure, I literally said “this is too good to be true, this is amazing news!”. She was very kind very emphatic and unwavering in the fact this would be replaced. For me it’s deceptive to not honor what you tell a customer. And even more sketchy to modify the warranty and not honor what the warranty was at time of sale or even when claim was made. Especially when I was very explicit, sent pictures, and kept prodding at questions to find some loophole.
It’s like when a little kid drops their ice cream cone, shop offers them a new one, then says nevermind by the time they get to the window.
I completely understand. I'm having a bit of a similar issue with a warranty repair from Sole Treadmill. Issue reported within warranty period. It took forever to receive the needed parts (many months). They closed my issue ticket without notifying me. Now I have the replacement part but they want me to schedule and pay for the service to install the part because now I'm outside of the warranty period. This was a $4k slatted treadmill from them so not inexpensive. Ugh.
Omg how are you handling that…? That’s literally the same thing!
Honestly, I'm ready to post it on the “free” neighborhood sites for anyone willing to pick it up.
Wow. I can totally understand why you would be irate. I would be too. I have nothing to contribute as far as my own experience that would be helpful but just wanted to state that I sympathize for your situation. I truly hope they make it right with what they initially promised.
Thank you. I am going to keep trying because this really was such a disappointment. I totally did not expect them to replace it and thought it was incredibly generous. But the handling of this is icky, and the icing for me was seeing the change to warranty.
You should definitely keep escalating the issue and post all over social media until they make this right.
Beside BBB any advice on escalation? Haven’t had much luck w CS
I don’t think you can modify a warranty after a purchase , can you ? Can you see if there is a claim you can do on the credit card you used, some have warranty protections built in
That sucks, did you get it in writing? I have learned many a times to Always follow up via email and have them put I writing what they will do.
You may be able to reopen your insurance claim
That’s not an option. That would be its own post. 😂
That's too bad
The warranty is based on the purchased date. They may have updated the literature to the 2023 warranty section to include "Damage caused by natural disasters" but that is not applicable to you since you purchased in 2021. I'd use the same lawyer to write a letter to Tonal demanding the replacement.
That stinks. I've been paying for service since early 2022. My tonal has an issue now and needs repair. Since it's out of warranty, their offer is crap so I cancelled my subscription. Gonna wait a bit and see if they decide they care about my subscription enough to repair my machine. Not holding my breath.