Echelon Fitness UK Arvostelua 

To be honest, I'd give Echelon zero stars if I could. If you're considering purchasing Echelon equipment then I'd think again because this is my experience...

I spent circa £1500 on the EX5-S bike and purchased a 2 year membership. At first I had access to USA instructors and their live classes and then without explanation this was taken away from UK members. There was also an issue with the license for their music and we started to get substandard music and a lot of artists that aren't mainstream.

Because of these issues I decided not to renew my membership and would opt to just use the freestyle ride option. Shortly afterwards there was a software update to what they call FitIOS and this allowed me to access Netflix, Prime, YouTube etc as long as I had subscriptions to these apps then they worked just fine. Fast forward a year or so and they've pulled a sneaky move by pushing out a software update that removes my access to these apps unless I pay £29.99 a month membership!!

I've emailed their customer service team who are claiming that I should never have been able to access the beta FitIOS even though they sent out emails about it and made it available to download. Not sure why they're claiming that I should never have had access to it without a paid membership?

They're obviously experiencing a declining membership base and are having to pull off devious moves like this to try and sustain a membership base.

If I were you I wouldn't purchase any Echelon equipment as the goalposts seem to move a lot with what you get with a membership. You could end up with a redundant bike/treadmill unless you're prepared to always subscribe to their premium membership which is definitely not worth the money they charge. Worse, they could go out of business and you'd have nothing then!

I'll be switching to a Peloton now. Shame because I enjoyed my initial experience with Echelon but it has all gone downhill.

Customer service is very poor.
I had an issue which I had to pay for an engineer to come out to the treadmil as it was just out of the warranty period. They came out, found a different fault I was not aware of, so I had to pay for extra parts on a machine which has only been used 20ish times due to not living in the property.
The parts came and the engineer fitted a bent part knowingly and said see how it goes!
I got an email to ask if it was resolved and I responded letting them know I was currently unable to try it due to an operation and I will be in touch in the next few months or so. I contacted customer service again with this information letting them know the original problem was not fixed, and it still would not work. Following numerous amounts of emails back and to, I have now been told this job is closed down as complete.
What part of complete leaves a treadmill not working????!!!!

Not enough live workout options and times available.

I bought my Echelon bike in June after my last bike broke. I've had engineers out 3 times, 2 new bluetooths installed, a new seat that was faulty on purchase.
The bluetooth constantly disconnects, it doesn't read the resistance correctly so whilst it says I'm on level 3 its more like level 15. I can't even get past level 18 the resistance is so stiff (I've been spinning for 10 years). And because of the issue with the bluetooth and app not properly communicating, my cadence and output isn't correct.
It's still not fixed, I think its unfixable at this point! Complete waste of money.
Then they've gone and updated the App so unless you have a membership you can no longer see how far you've ridden, calories burnt etc...There was no communication either of this App update. They're literally stealing money off you - my cheap bike I got in lockdown was outstanding compared to this junk!
I would like to say my friend is a world champion cyclist and even he can't believe how terrible this bike is!!!!

UPDATE - they’ve accused me of not being polite/friendly in my emails. Not once did I swear or use threatening behaviour/words. I simply vented my frustrations, pointed out they were simply thieving people and told them I’d be leaving a bad review. Be warned, unless you say please and thank you and worship them they will accuse of being unkind like their response below.

It is the worst piece of equipment ever. used it for 25 minutes it disconnected 13 times I would not recommend

Surprised to see such bad reviews! I bought the Echelon smart Connect bike. Great product and easy to set up. Subscribed to the fitness app and really good range of classes. Customer service was great when I had an issue. Kerry was so helpful and sorted my issue quickly. Thank you, Matt

I had purchased this through argos its a fantastic machine to add to my home gym there was a delay to deliver due the warehouse but the staff were really helpful and kept me up to date once it was delivered the delivery company was brillaint i had to wait 10 days but it was worth it :)

Terrible customer service. The Connect Sport (and probably other models) has an issue with the durability of the thread on the nut that holds resistance knob. I am not the original purchaser but the bike is still within the warranty. Instead of trying to resolve a known issue (I only asked for the part to fix it) Customer Services want to charge £125 to send out an engineer to look at the problem. I've already demonstrated to them in videos and plenty of others have complained too.
There is a clear manufacturing defect.

Suport is not professional not helping give 0000000000000000000000

Terrible app, fails to connect with my new Rower. Even when connected, there are zero rowing classes. Echelon customer support is unhelpful and very frustrating to deal with. I will not be purchasing an Echelon product or service again.

I recently purchased the Echelon Sport-S Smart Connect Exercise Bike with the 10" Touchscreen, and I am incredibly disappointed. From the start, the tablet would not update, which is crucial for accessing their classes. After contacting Echelon support, they provided instructions to force update the software. Thankfully, my husband works in IT and was able to figure it out, but I can’t imagine how someone with little to no technical knowledge would manage this—it was far from straightforward.

Even after the update, the tablet didn’t work correctly. It would start a class and then abruptly kick me out, forcing me to unplug the entire system and plug it back in just to get it working again. This issue happened repeatedly, making it impossible to enjoy a workout without constant interruptions.

When I reached out to Echelon support, their assistance was anything but helpful. Instead of providing a solution, they were dismissive, and now the tablet is completely non-functional, stuck on a hardware failure screen. I have asked for a replacement tablet, which I believe would fix the issue, but Echelon refuses to send one. Their reluctance to address the problem properly has left me frustrated and without a working bike.

At this point, we are seriously considering returning this bike and investing in a Peloton instead. If you’re considering an Echelon, be warned—my experience has been nothing short of a nightmare. I regret this purchase and would not recommend it to anyone.

Terrible service!
Tried to change from yrly plan to monthly plan before I even activated account.....had me on hold for about an hour, gave me all types of excuses why they couldn't do it.
I canceled the whole treadmill because of such poor qulaity service! AVOID

Ordered this bike online and it arrived in a reasonable amount of time. Set the bike up and it would not connect to my iPad, phoned customer service who then moved me to email. This was the first issue, myself as the customer chose to speak to you via phone and you forced me to a channel I don't want to use. The second issue was when I phoned up again I was told they could not help me as the only person who could help me was the person who initially spoke to me, so if she goes on holiday for two weeks I have to wait? So after quite a few hours of back and forth with email, which would have been resolved in 10 minutes on phone I was told I needed a new bluetooth module and would be a week before I receive it and this was issue 3. Fast forward one week and I now have the module but need to wait another 2 weeks before an engineer can visit which will put total time to 4 weeks with a broken bike and no guarantee it can be fixed.

Spoke to the agent again (via email :( ) and was told dont worry we will reset your membership from time it is fixed, "oh great, thanks for doing me a favour" - Yes I am being sarcastic. I have tried to return and both third party supplier and echelon both say I need to speak to the other. So now I have a broken bike, a subscription I am paying for that I cannot use and no end date on when it will be fixed or that I can even return it.

I urge anyone reading this to not waste your money with Echelon and spend a little more with Peloton, I wish I did

Equipment is very high quality - I bought a EX5s bike. Some troubleshooting had to be done with updating the tablet etc. but the support team were second to none (Shout out to Kerry!) - Replying and helping me over the weekend which I wasn't expecting.

I’m new to echelon products.
I purchased a rower which I’m very happy with! I had a question regarding my subscription and preferred speaking directly to customer care rather than emailing. Made contact straight away and the customer care team were very helpful. More than happy with the product and the customer service has been spot on.
(Always the problem with reviews.Most customers only take the time to give feedback when it’s negative!!)
Thanks again for the assistance👍

For the past 6 weeks the update for the software has not been released so unable to use the bike. Customer service response is so poor, the solution is to connect your bike with a mobile tethering hotspot, i have requested a replacement tablet so i can use the bike but have been informed they cannot send a replacement and will have to wait for an update from their technical team, nothing positive to say about the experience with Echelon

Within the first year I had to have a piece replaced as the bike wouldn't connect, now 14mths in my resistance won't work!!! This bike wasn't cheap. Save your money and buy a better product.... im gutted such a waste of money and customer service are so slow...

Disappointed as have bought a bike off a friend and before taking out a subscription asked for a free trial.

Nope, not allowed a free trial so they have to have a one star.

I purchased a bike from Echelon in September last year. Since that time I have had to contact support several times in an attempt to resolve a constant squeaking noise. Annoyingly neither engineer was able to replicate the noise so the first visit blamed ‘alignment’ of the belt, the second visit blamed a loose pedal (!) and today exactly the same issue. Genuinely wish we had paid the extra to go for a more reputable brand.

*Update - issue still not resolved after THIRD engineer visit.

Great customer service in dealing with a faulty part. I have been using my bike for 3 years now and have always appreciated echelons support on queries