ComplaintsforTempo Interactive

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased two Tempo Items, the large Studio and then the Lite version, thinking I would give them a second chance. Both items I purchased had faulty sound issues. On the Studio the speaker was blown so I could not hear the instructor. On the Lite, every time I dock my phone, the sound literally turns off so I can't hear anything the instructor says. I wrote to the company about this for months to no avail. When they did finally answer, I followed all of the troubleshooting tips to no avail. I recently tried to at least cancel my monthly subscription, being fine having the weights sit there and collect dust, but I don't want to pay the monthly recurring service anymore. However, Tempo has a 12 month commitment to the faulty service/ classes that has terrible and slow classes. And now I am being charged $40+ a month for classes that I don't use because their machine doesn't work (and because the classes are terrible). if they would just refund the classes, I would **** up the cost of the machine as a loss, but they refuse.

  Business response

  02/06/2024

  Thank you for bringing your concerns to our attention regarding the complaint raised by *****************************.
  
  We appreciate the opportunity to address this matter and ensure that our valued customers receive the exceptional service they deserve.
  
  In response to ********************************* complaint, we want to provide you with a detailed overview of the situation and the steps we have taken to resolve it:
  
  In 2023, ***************************** requested to return her Tempo studio due to unforeseen circumstances. We facilitated the return process smoothly, and a full refund was applied promptly.
  
  Subsequently, ******* purchased another product from Tempo, the Tempo Move. However, she encountered a technical issue with the sound in August 2023. Upon receiving *******'s complaint and the accompanying video demonstrating the issue, we promptly responded with detailed steps to address the problem and ensure she received the expected experience.
  
  Recently, in February ****, ******* contacted us again to report that the technical issues were recurring. Recognizing the importance of *******'s satisfaction and experience with our products, we took immediate action to rectify the situation.
  
  As a gesture of goodwill and to demonstrate our commitment to customer satisfaction, we offered ******* a new Core as compensation for the recurring technical issues. Additionally, we provided her with a 50% discount on the monthly membership for the upcoming three months.
  
  We want to assure you that we are dedicated to providing exceptional service and ensuring the satisfaction of all our customers. If there are any further concerns or if you require additional information, please do not hesitate to contact us.
  
  Thank you for your attention to this matter, and we appreciate your cooperation in resolving this complaint.
  
  

• Initial Complaint

  06/06/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We purchased the Tempo Move equipment and activated the service in ~January 2022. After a short time using the service, it became evident that the way it was promoted implied that a longer-term fitness "plan" would be developed, which was not the case. When we inquired about it, we were encouraged to continue trying the service and were told that we would just need to select the classes or multi-week programs as we went along. After some additional time, we decided that we like the equipment, but not the service, so attempted to cancel. At this point, we were told that since it was beyond the 30 days, we could not return the equipment (which can be used on its own anyway) and were required to complete a 12 month commitment to the service for $39/month. This commitment was not clearly indicated when purchasing or signing up, and is still only stated on the website at the bottom of a page, in much lighter font than the rest of the information. They have continued to refuse to cancel despite this misleading approach.

• Initial Complaint

  05/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have had recurrent problems with my Tempo Move unit since I began using it. I have gone through their FAQ process to determine the source of the problem and have dealt with their customer support. At one point I was told that they were aware of software problems and there was nothing they could do. I was just sent a new cord and that didnt resolve the problem. Ive been dealing with this about 3 months. The unit is usable maybe 50% of the time. Additionally, I purchased a $250 barbell that is not compatible with the Move device. Being that I have had incessant issues that have been unresolved since I began using the item, I would like to return it but have been told I cannot. I also pay a monthly fee for classes I cannot take because the unit does not work. I am very frustrated by the constant run around. In my opinion, the device was not ready for market and Ive had the unfortunate and expensive experience of finding that out.

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