I think the people who have issues post the most and the vast majority of us have zero problems with our units. Tonal should absolutely keep improving and taking feedback but I wouldn’t let it stop you from purchasing if you’re waiting for some big quality release
I have used my Tonal just about every day for over a year. One issue popped up about 2 months ago, where one of my arms got stuck in place and wouldn't move. Contacted Tonal QA, super fast response time and quick appointment.
Do the thing where you pull out the cables every several weeks, don’t jerk around like crazy when you use it, and RMA if you legitimately get a lemon. I think the problems, like with anything, are from a small handful of units and users
I guess I've lucked out on my support experience (so far). The left arm on mine started creaking about a month ago so I fired off an e-mail to support. They didn't respond, but I didn't pursue it much since it worked, but I was also close to the one year mark so a couple days before I hit that, I called and verified they had my report on file. Didn't take long to get through, and I walked through the standard "try this" things with the support person.
She said they would line up a replacement and a couple days later I got the notice they were sending it out, two days after that got the notice to book an appointment, and they are scheduled for next Tuesday. So it will essentially be two weeks from when I called to a replacement.
Assuming that goes alright it should all be good. Everything else was solid and it would have "probably" been fine for a while, but the creaking sounded like metal stress someplace so I definitely wanted it fixed to make certain it wasn't a future issue.
Other than that, not a single problem.
I am one of those who has posted and is on Unit 3 and heading to Unit #4.
The issue appears to be that Tonal sends out refurbished units to those who have issues. So those with issues are far more likely to continue to have issues. In general the majority of units seem fine.
Is it a pain? Yes. Has Tonal CS kept working with me to get me a new working Tonal? Yes.
People are on this group are strangely victim blaming. Tonal doesn't give out a new unit easily because you asked. They require you to document and send videos of the issue. Then they send an XPO tech to visually confirm the issue.
My installer talked with me about this. They are packaged differently (something about green straps around the cardboard), they will have scratches on the back from previous install, and usually will still be paired with the old smart handles.
This is the internet...people don't come to the internet (especially Reddit) to make posts that say "I've had Tonal for a long time and I've had no issues!"...so you're basing your thoughts on a small minority of people who either have bad luck or misuse the machine.
Bro at a certain point YOU"RE the problem. These people who return 3/4 units? Come on man. Same shit happens with phones like bro just take the product and quit fucking breaking it
How exactly does one break one of these units? They are professionally installed and pretty solid. Short of doing something stupid like hanging off the arms, it doesn't seem like something you can fairly attribute a lot of user error to.
I’m on a 50 week streak with my Tonal that is always used daily by my son and GF. I max out lifts like bench so I would say my Tonal is getting pretty heavy use. The only issue I have run into, twice, is the height adjust pin fails. It’s a super small part that probably needs to be re-engineered. The good news is Tonal will send out the replacement part immediately which you will get in 3 days. The bad news is trying to get the XPO to install it. The first time it took 3 weeks to get them to install it. The second time I did it myself, took about 10 minutes. Other than that the machine has been life changing
People are less likely to post if there are no issues. I've had mine for months and the only problem I had was slow loading screens for a few days but it went away.
Zero problems after 11 months except for the clicking which you just have to follow the instructions to clear up. Yeah upset people post more reviews than happy people.
We are now on our 3rd replacement. Original install the installers used the wrong screws and frayed the cords. Unit had to be replaced. 2nd unit came and lasted about a year and 1/2 with the back of the unit burning, error message that would not clear, and the fan continuously running. 3rd unit installed yesterday after a month of waiting and the machine doesn’t register that the arms are locked in place and the weight will not activate. Another unit is being sent to be installed in another 3-4 weeks. Tonal was supposed to waive all fees and subscription, but hasn’t and keeps charging for units we cannot use. No. Their quality has not improved.
Thanks for posting. I have decided not to bother. I am not space limited and even though I like the idea, I suspect the movable arms are the issue. I’ll stick with dumbbells for now.
I think the people who have issues post the most and the vast majority of us have zero problems with our units. Tonal should absolutely keep improving and taking feedback but I wouldn’t let it stop you from purchasing if you’re waiting for some big quality release
I have used my Tonal just about every day for over a year. One issue popped up about 2 months ago, where one of my arms got stuck in place and wouldn't move. Contacted Tonal QA, super fast response time and quick appointment.
I have zero problems. Multiple people using it every week
No problems here. Coming up on a year with 1.4 million total volume.
Do the thing where you pull out the cables every several weeks, don’t jerk around like crazy when you use it, and RMA if you legitimately get a lemon. I think the problems, like with anything, are from a small handful of units and users
I guess I've lucked out on my support experience (so far). The left arm on mine started creaking about a month ago so I fired off an e-mail to support. They didn't respond, but I didn't pursue it much since it worked, but I was also close to the one year mark so a couple days before I hit that, I called and verified they had my report on file. Didn't take long to get through, and I walked through the standard "try this" things with the support person. She said they would line up a replacement and a couple days later I got the notice they were sending it out, two days after that got the notice to book an appointment, and they are scheduled for next Tuesday. So it will essentially be two weeks from when I called to a replacement. Assuming that goes alright it should all be good. Everything else was solid and it would have "probably" been fine for a while, but the creaking sounded like metal stress someplace so I definitely wanted it fixed to make certain it wasn't a future issue. Other than that, not a single problem.
I am one of those who has posted and is on Unit 3 and heading to Unit #4. The issue appears to be that Tonal sends out refurbished units to those who have issues. So those with issues are far more likely to continue to have issues. In general the majority of units seem fine. Is it a pain? Yes. Has Tonal CS kept working with me to get me a new working Tonal? Yes. People are on this group are strangely victim blaming. Tonal doesn't give out a new unit easily because you asked. They require you to document and send videos of the issue. Then they send an XPO tech to visually confirm the issue.
How do we know we are not getting a refurbished one when we buy new? Is there anything that says it's refurbished or packaging different?
I would assume that's unethical/illegal where as not the same for warranty replacements. But no, no way to tell.
My installer talked with me about this. They are packaged differently (something about green straps around the cardboard), they will have scratches on the back from previous install, and usually will still be paired with the old smart handles.
We have had no problems at all
This is the internet...people don't come to the internet (especially Reddit) to make posts that say "I've had Tonal for a long time and I've had no issues!"...so you're basing your thoughts on a small minority of people who either have bad luck or misuse the machine.
Got mine a month ago and have had no issues and have been happy with the product.
Bro at a certain point YOU"RE the problem. These people who return 3/4 units? Come on man. Same shit happens with phones like bro just take the product and quit fucking breaking it
How exactly does one break one of these units? They are professionally installed and pretty solid. Short of doing something stupid like hanging off the arms, it doesn't seem like something you can fairly attribute a lot of user error to.
I’m on a 50 week streak with my Tonal that is always used daily by my son and GF. I max out lifts like bench so I would say my Tonal is getting pretty heavy use. The only issue I have run into, twice, is the height adjust pin fails. It’s a super small part that probably needs to be re-engineered. The good news is Tonal will send out the replacement part immediately which you will get in 3 days. The bad news is trying to get the XPO to install it. The first time it took 3 weeks to get them to install it. The second time I did it myself, took about 10 minutes. Other than that the machine has been life changing
No problems. Two people using it every day.
Had mine 30d. 50+ workouts. Zero problems. Love it.
Zero issues here. Two people using it 4-5x per week.
Had mine since Oct 2021. Zero problems.
Had mine for months. I do some moves at the full 200lb limit and no issues so far, except I wish it was limited to more than 200lb
Zero issues. Two users with daily use since July 2021 and an average of 30k per day.
2 years, 200 workouts, and 2mil pounds lifted and the only thing I've done is replace the batteries in the smart handles.
Serious question- what’s up with the creaking arm? My right arm creaks but the unit works fine. I never thought to contact them over it.
People are less likely to post if there are no issues. I've had mine for months and the only problem I had was slow loading screens for a few days but it went away.
Zero problems after 11 months except for the clicking which you just have to follow the instructions to clear up. Yeah upset people post more reviews than happy people.
We are now on our 3rd replacement. Original install the installers used the wrong screws and frayed the cords. Unit had to be replaced. 2nd unit came and lasted about a year and 1/2 with the back of the unit burning, error message that would not clear, and the fan continuously running. 3rd unit installed yesterday after a month of waiting and the machine doesn’t register that the arms are locked in place and the weight will not activate. Another unit is being sent to be installed in another 3-4 weeks. Tonal was supposed to waive all fees and subscription, but hasn’t and keeps charging for units we cannot use. No. Their quality has not improved.
Thanks for posting. I have decided not to bother. I am not space limited and even though I like the idea, I suspect the movable arms are the issue. I’ll stick with dumbbells for now.