First of all, we’re so glad you’re here because we totally understand how frustrating it can be when your Tonal isn't working as expected. Don't worry, we've got your back!
Let's dive into what to expect when you encounter issues with your trainer.
The troubleshooting journey
So, you're all geared up, ready to crush your workout, but your trainer isn't playing along. Maybe you're hearing strange noises or having trouble positioning the arms.
What do you do?
As luck would have it, we have a handy illustration of the journey:
Here’s a breakdown of the stages:
1. Identify the issue.
Start by checking out our Tonal Support Center to see if your specific problem is covered. If not, no worries; there’s more you can do.
2. Complete some initial troubleshooting.
Follow our guidance to troubleshoot the issue. Often, this does the trick! But if not—take a photo or short video of the problem so we can better assist you.
3. Contact us.
Give us a call at 855-MY-TONAL and select the troubleshooting option to speak to the Tech team. They’ll walk you through further tests and troubleshooting steps to try and fix the issue. If you haven't already, make sure to share the troubleshooting steps you've already taken when you call. We've got plenty of tricks up our sleeves, so no need to repeat what you've tried!
4. We keep you informed every step of the way.
The last thing we want to do is keep you in the dark while we work to find a resolution. We’ll keep you updated, even when we have nothing to report, so you know that we haven’t forgotten about you.
What to do when you’ve tried it all
Sometimes, despite our best efforts, the problem lingers. But don't fret, we've got solutions for you!
Our Tech Team specializes in all things Tonal troubleshooting. Once they have your information, they’ll review your case and reach out with a solution within the next few days in most cases.
Here are the possible solutions the team might suggest:
Solution 1: Virtual Troubleshooting
In some cases, we may need to hop on a Zoom call to resolve the issue together. Rest assured, we'll work around your schedule. All you need to do is let us know when you’re free and make sure Tonal is accessible during the call.
Solution 2: Service Appointment
If needed, our expert repair partners will come to you for an in-person service appointment. In this case, the main thing we need from you is your availability–we'll handle most of the logistics.
Solution 3: Advance Servicing
If your trainer requires advanced servicing that might need complex parts and materials, it's best to replace your unit. We do this so our product and engineering teams can examine the impacted trainers and learn how to keep making Tonal stronger!
No matter how long your troubleshooting journey is, we are always here to help. Let's get you back to smashing those PRs ASAP!
If you need further assistance, please give us a call at 855-MY-TONAL.