- Report: #1390975
Complaint Review: Nordic Track - Nationwide
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Author Not Confirmed
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Nordic Track
Nationwide, USA
Phone:
1-800-862-3348
Web:
www.NordicTrack.com
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Nordic Track ICON Fitness Elliptical Has Not Worked Since Date It Was Delivered Logan, UT, Utah Nationwide
PHYSICAL ADDRESS: 1500 S. 1000 W LOGAN, UT 84321-9813
In late February 2016, I purchased an elliptical machine from NordicTrack.com. The delivery was scheduled for the first week in March 2016. The elliptical arrived, and it was quickly assembled. The delivery team commented that they were suprised that they were able to assemble this so quickly considering the fact that they had "forgotten" their tools. I didnt think much of this at the time. Later, I attempted to use my elliptical, and realized that it did not work properly. The resistance remained stuck at the highest level, despite changing the resistance level using the controller.
I started to call Nordic Track about this in late Spring 2016. Initially it was difficult to get through due to the long hold times. Their customer service line has hold times of up to 30 (+) minutes. It is a call process that you have to start and restart again when you have time. I also submitted a form through the Contact Us link on the NordicTrack page. This did not produce any results.In the meantime, I received several emails soliciting my purchase of an extended warranty. They make it very easy for you to access a sales person for something like this.
Finally on February 16 2017, I decided to call them again. There was no timely response, so I attempted live chat. Unfortunately, there was no option to have a service technician come out to the home to repair the unit. They actually expect customers to dismantle the product, with their instruction, and diagnose the issue yourself! Of course, I was not comfortable taking the elliptical apart as I did not want to cause any further issues. It was bad enough that I had a machine valued at 1k that i had not even used before. I explained that I was uncomfortable doing this. I was not offered any options to assist- eventhough i was still under the one year warranty, and eventhough I had explained to them that this elliptical did not EVER work. I was send a diagram showing how I could unscrew the console to determine whether or not it was the console itself or the wires not sending the right messge to the resistance motor. Now, I am in apositon where I have not worked out in over a year.
This morning I decided to contact Nordic Track again, with hope of speaking to somebody more helpful. I spoke with a polite customer service agent, who told me that I would have to pay 159 for a servcie technician to come out (eventhough they had record of my previous contact) because it was outside of my warranty. They would dianose the issue and then order the parts necessary for repair and for another 65.00 I would get the priviledge of them returning to make the repairs!
This is unacceptable! Why should I have to pay to repair something that has not worked correctly to begin with? NordicTrack needs to 1) Ensure that their customers have a means to contact them and reeive TIMELY response. Stop trying to send customers down the rabit hole of long hold times in an attempt to avoid problem solving and 2) They should be held accountable for their poor quality control and not honoring their products. If I spend close to 1000 for a piece of equipment and delivery then it should work properly
