- Report: #1250317
Complaint Review: NordicTrack - Internet
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Author Not Confirmed
Why?
NordicTrack
Internet, USA
Phone:
888.308.9616
Web:
http://www.nordictrack.com/
Categories:
Business Rating:
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NordicTrack Fraudulent Warranty NordicTrack Products Internet
I bought a VR-25 exercise bike directly from Nordictrack.com. I also bought their premium warranty where the salesman’s email claimed “someone” would come to my house to repair the bike as needed for 6 years. This claim is documented in an email.
The bike eventually arrived and it was defective. It had no resistance. Nordictrack customer care demanded that I tear down the bike to small details to diagnose the problem. Customer care rep Mark claimed I needed to rebuild the motor and and replace the wiring harness. Nordictrack would supply the parts for their defective bike.
Mark also explained the warranty does not cover repair by a technician regardless of the email I had from their salesman. He said warranties are just preventive maintenance agreements where a technician might come out to conduct preventive maintenance on the bike but only if it was working. This claim directly contradicts my email from the warranty salesman.
It was Nordictrack’s position that I was not entitled to receive a working bike. I don’t know if “Mark” was making his decision independently of company policy but there was no level of appeal. Every email or phone call I made to customer care was acknowledged with a claim that someone would get back to me. Of course, no one ever responded. As far as I am concerned, company policy is to refuse service all the time and see what they can get away with.
I called their shipping department to request a return authorization. I received an email saying I could destroy the bike but it was up to me to pay someone to take it away. I will hopefully receive a refund but that has not happened yet. I am also filing a credit card fraud complaint. I am currently trying to find someone to take the bike away at no cost to me.
