Elliptical Trainer Problems

Posted Fri May 25, 2012 1:20 pm, by Kerin F. written to ICON Fitness Corporation

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I got an elliptical trainer (NordicTrack Pathfinder) in October. It arrived damaged. I got the parts and the repair guy came out and fixed some things, but in the meantime we found more things going wrong with the machine. He said it appeared to have been dropped during shipping. He was supposed to come back in January to finish the repairs. He would not return calls, did not set up an appointment...I called many times and got no real reply. I finally got mad and called NordicTrack directly...they told me that since I filed the complaint in December and I did not call again directly to them until April (when I could not resolve the issue myself) that they assumed my machine was working fine during that time and they would not allow me to return it. In the meantime, MORE things have gone wrong with the machine. Honestly I think it is not worth repairing at this point. Their idea of customer service is to tell me that they will call me every day to see if the issue is resolved yet. Why can they not call the repair guy, or better yet, a new repair guy every day?! Or replace the machine because it is going to cost them more to try to repair this one! Their customer service is awful!!!

I want them to either replace the machine, come in and build the new one, and take away the old one, or go through the old machine and completely refurbish it, and refund me the money I paid for the new machine and instead charge me the refurbished price, and also extend the warranty. Ideally they would offer something nice for my trouble like a free I-fit module with a free year of service on top of that for my troubles. I have been more than patient. Based on things I have seen online, though, they will not resolve this at all. I would love to write a nice review somewhere, but I doubt that will be happening.

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Did you mark on the delivery receipt that it was damaged? As a vendor by Steve OH (IO) Posted Fri May 25, 2012 @ 3:15 PM who ships a lot of product, I see this once in a while. But the responsible party is the shipping company, so it's important that it's not signed for as undamaged. It isn't fair for a vendor to have to pick up the costs of repairing or replacing something that didn't leave their facility damaged. Reply