CFU Parts
What Peloton part helps hold your water bottles on the Bike?
The water bottle holder
Before we start a troubleshooting for any equipment, what question do we need to ask?
Are you close to the equipment?
What is the best way to avoid getting a markdown for empathy?
Acknowledge the member’s concern early, use a genuine empathetic statement, and follow it immediately with clear advocacy.
Do not say "I'm sorry"
How do we pause a membership?
Pauses are set in CMS from the Member’s rider profile, can be for 1, 2, or 3 months, and start at the end of the current billing period.
Why we send a Bamko kit to a member?
To help make things right for an upset member after certain poor experiences; it’s used instead of free membership waivers in the documented scenarios
Which Peloton equipment includes a safety key that should be present and functional?
Tread and Tread+
What should you do first if a Bike+ won’t power on?
Hold the power button for 5–10 seconds and see if it turns on.
What information do we need to fill out on the Case Details section?
- Subject
- Description
- Initiator Type
- Case reason
- Case Details
- Symptom (in some cases)
How do we cancel a membership?
In CMS, open the Member’s rider profile, choose the membership, select Cancel Subscription, choose the cancellation reason, and enter the Salesforce case number before completing the cancellation.
Where we can find an Apparel order?
Apparel orders are found in Shopify
Where can Members purchase replacement or spare Peloton parts?
In the website or the member can call us directly.
What’s the first step when a Bike shows error code B0202?
Disconnect and reconnect the power cord and touchscreen cables, then retest.
How many minutes can we place the member on hold?
For a hold on the member, the default limit is 2 minutes if no timeframe is given, and no hold should ever exceed 5 minutes without a member check-in
What information do we need to ask to find a charge on Stripe?
Exact amount, last 4 digits of the card, date of charge(s), billing ZIP code, card type, and expiration date
What should you do if cosmetic damage is reported on a Bike+?
Transfer to the technical support team.
If troubleshooting is completed and a hardware error still persists, what should happen next?
Add case notes and review technician history, then follow the standard escalation path to Technical Support.
What are three things we should include in every call or chat?
Use Agent IQ, include Peloton branding at the beginning and end of the interaction, and use acknowledgment/advocacy or empathy statements.
How does a member can finance Peloton hardware?
Peloton offers financing through Affirm for new Bike, Bike+, Tread, Row, and Guide, including certified refurbished Bike and Bike+.
What are the two ways to create a return label?
1. Go to case's home page, scroll down and go to the quick links section and hit US Accessory & Parts Return Label
2. Create an RMA
Which parts are compatible only with Screen 2.0 (Amber) and Screen 2.0+ (Redstone)?
The replacement screws and 3mm Allen key
How we can activate a secondhand equipment?
Confirm factory reset, serial number, warranty status, and used-equipment activation requirements.
What is the best way to add Acknowledgement & Advocacy in every interaction?
Immediately validate the Member’s concern with a targeted empathy statement, then follow with a proactive statement that shows ownership and clearly explains how you’ll help.
What if a member is being charged for two memberships?
This can happen if the Member has multiple memberships due to they log in with different email rather than the owner's email.
What if a member got a no show by the technician after an appointment was schedule?
If the technician is a no-show, first verify whether the member is still within the 2-hour arrival window; if yes, ask them to allow more time, and if the window has passed, contact Technical Support for the technician’s status and advise that rescheduling can’t happen until after 24 hours.