Your Treadmill and customer service sucks!!
Tech has been here 6 times
over a year replacing parts and still doesn't work.
Have been intouch with customer service for all 6 times to get tech sent out u
under warranty because treadmill has not worked since we got it new
Can not get a hold of the
stupid supervisor that sent me his contact information to follow up on this matter.Have sent him several emails and sent messages for him to call me with no response.
All I can say is don't buy a Nortic Track.
Treadmill had a noise problem from day 1, tech sent three times - could not resolve problem, telephone customer service is the worst I've ever experienced: rude, ignorant and totally unhelpful. Now they're taking their machine back but screwing me out of fees that I should not be accountable for since they sent me a defective machine. They have no shame. Will never buy anything from them and will tell everyone I know to stay away from these crooks.
My S22i has been broken for over a month. The repair guy came out and tried to repair it but was unable to fix it. He said that he bike was non-repairable. I have been calling NordicTrack and have been passed from department to department, person to person with no answers. They keep saying call us back in a day or two. They never have a solution for the issue. it looks as if they do not want to honor Bad customer stheir warrantys. Terrible customer service.
Horrendous customer service and company. You can only get a hold of someone if you want to purchase a new product, or if they want you to extend your warranty. What's the point of having a warranty if you can't get a hold of anyone at the company! Treadmill broke while under warranty, but it's been three months and I have not received any reply to my ongoing emails, chats, phone calls, or service request forms.
I work hard as a single mom and teacher. This was a self-care purchase, beyond my financial capabilities. The machine now sits broken, as I fall behind in payments, in the garage. Terrible NordicTrack. You're a disgusting business and I would encourage everyone to NEVER buy from them again.
They are the absolute worst of the worst! Stay as far away as possible from this brand as you CAN NEVER reach someone. They are utterly inept, incompetent, and morons! I can't say enough about how much they suck. Don't believe me? Try calling them. Think I'm wrong? Try looking for an answer or contact number on their website. Think I'm exaggerating? Try texting them after they text you. Think I am crazy? Try emailing them. CRICKETS!!
Hello, I ordered an Eliptical. The machine was ok. The console doesn't work any longer. I tried your app. I got no response. Spent three days on hold off and on because after three hours on hold and no answer I had to hang up and try again. I was charged over $200 for a technician to come out and see what was wrong and he was supposed to service the machine. He spent 10 minutes and told me that the console wasn't working ( I already knew that). Then advised he couldn't service the machine and I would have to call back and get a refund (LOL. I tried and got messaged now that you are having technical problems and cant answer the phone. He ordered the part and advised it would be another 150.00 for him to come back and told me I can install it myself as it was easy. That was several weeks ago and I have sent 2 inquiries to your support and not recieved a reply on the status of my part. I am so sorry that I bought this Expensive Clothes hanger because that is all it is good for. I hope someone will contact me, but I really dont have any faith that you care about your customers or the quality of your product
I've had problems with my rower machine over the past year and had lots of down time waiting on parts that I had to install myself. Now just slightly after a year and moderate use the wheel isn't going smooth and getting friction.
I called the customer service and after so many problems I wanted it switched out. I've owned Nordic Track since the ski machine so 25 years....
Now they want me to pay 150 for tech to work on it and a trip fee. Almost 33 percent of my original cost.
I'm absolutely disappointed and as a military family we won't recommend Nordic Track again. It wasn't our first choice in rowers but we went with their past reputation and didn't except junk or constant problems!!!
Customer service was awful and I asked for manager but she was busy and didn't offer to return my call.
Zero customer service that can't be empowered to solve common sense problems!!!
I have not been so disappointed in a purchase of a product than I am with this purchase, sadly. On July 26, 2022, I ordered an EXP 7i, NTL10421, that included delivery that consisted of assembly to the room of our choice upon delivery. On 8/4/2022 the wrong treadmill was delivered (NTL14122). On 8/i6/2022, I called but the office was closed. On 8/9/2022, I called and spoke with a representative at Ryder(?) she said that someone was sweeping the dock to find the product. No response. On 8/12/2022, called again and spoke with Amber and was told someone would get back to me in 24 hours. No response. On 8/16/2022-Called again and spoke with Bailee. Bailee checked the status. Unfortunately, there was no reason given for the wrong product being delivered, but Bailee did process a re-shipment of the EXP 7i treadmill.Bailee said that the IFit trial would be extended for 2 months once the new treadmill ws delivered. The confirmation number for the new order is 2289461. Bailee has responded to my email concerning the new treadmill and informed me that the estimated delivery date would be between 9/2 and 9/5 and would be delivered by FED EX. I forwarded an email to Bailee asking if FED EX was going to assemble in the room of our choice since that service was paid for. Bailee responded on Wednesday, August 31st, but I didn't receive until Saturday, September 3rd. Unfortunately, Saturday, September 3rd was when the treadmill was delivered and we didn't except it because there was no indication that it would be assembled. The previous order reflected the type of treadmill that was ordered initially and the delivery service that was purchased. This experience has been more than frustrating. This company has been around for a long time and I thought ordering a treadmill directly from the company would be easier then it has been, total disaster. The money for the treadmill was immediately deducted from our account prior to receiving the product, as a matter of fact in a few days of finalizing the order. I am requesting that a full refund be made to me immediately. It is important that NordicTrack hire employees that pay attention to detail. The fact that the wrong product was placed on the truck for delivery and no one checked before it left the warehouse is inexcusable and to not check all the details of the re-order to include delivery instructions is also inexcusable. When I was told that FED Ex was delivering the product, I should have been told how the delivery instructions would be handled. The NordicTrack products may be great, but the customer service is horrible and that is really unfortunate. I want a full refund immediately, I have no desire to go through this again. This includes the cost of the treadmill, 3 year warranty, White Glove In-Home Delivery & Assembly and taxes.
I ordered a treadmill in April. It was shipped and delivered to NSD on April 27 where it sat until May 17, when they first attempted delivery, despite call after call where I was assured I'd get a call in 24-48 hours. No call... every single time. When they opened the truck the treadmill box was ripped to shreds and virtually every piece of the treadmill, including the large screen had been smashed. I contacted customer service. They told me they would charge me more than $200 to cancel the order, so reluctantly they convinced me to allow them to try again. That it should be shipped in 10-14 days. Well here I am, on June 11, still waiting, only now I can't seem to reach anyone at Nordic Track either! So frustrating! I plan to contact BBB as well... I paid for a $2000 treadmill in April that I have yet to see!
Extremely poor customer service. Ordered part for under warranty (1st year) but they simply don't have time to help so shipped part after countless calls and emails. instructions sent to replace deck were wrong with no mention of the springs on my unit. Overall terrible experience for a unit less than year old.
my treadmill has been misplace for 3 weeks and your company does nothing to compensate your client. Your equipment are pricey so therefore you should provide QUALITY service and this is not the case I can't believe it I am very disappointed. I have been giving the run around I feel like i am being fraudulently taking advantage. supposedly your are a very well known company
I have been researching elliptical & wanted to find out where I could locate somewhere to try 2 of the options before purchasing. After being hung up on by your automated line. I tried again. The sales person I got said he can't tell me where I might be able to find them. He said just keep trying different stores that sell them & I will likely find them at some point. He said most people buy them online without trying them & if I didn't like it, I'd only loose $250 on the return-what a deal!!
I got a call back for a survey after I spoke with your sales person. The 1st question was to rate the sales person with 1 being totally unacceptable, which it was. I was asked for my response, which was 1. It said that my response was not one of the choices. It repeated the question 2 more times. Each time I said 1. I tried typing 1 as well as well as responding with the verbiage. After the 3rd try, the system hung up. You must get great scores, since the negative ones aren't recognized.
Needless to say, there are many other quality elliptical son the market. I will not be purchasing one of your's.
My husband and I purchased the Nordic Track treadmill with the warranty to be told that it needs to be in a location of our home that they chose. First of all , their customer service is horrible at least the one I dealt with " Wayne Tippetts " . This guy has absolutely no people skills at all, unsure how how became a face of "Nordic Track". But for the last 2 months we've had the run around form "Fitness Tech" and "Nordic Track" with no solution. It's sad because folks like us help keep there doors open for business, and we get treated worse the people their pets. Moreover , Mr. Tippetts informed me that my husband and I have no say so on the safety of our home during a pandemic..... He said, " If the workers didn't want to wear protective gear inside our home they didn't have to. He then went on to state that if we didn't like them not wearing safety gear , we should do the work ourselves. he sat on the phone for about 2-3 minutes telling me about how his state is not requiring masks! what does that have to do with our treadmill? It was than I remembered an old saying my mom use to say.... God rest her soul but " You can argue with a stop sign ,but at the end of the day it's still say "STOP" that's when I hung up .....he was the stop for me ....nothing was going to change.
Bought a NORDICTRACK x32i Treadmill when my son was running on the treadmill thre band moved to the side and my son went flying off it. Called for aTechnician and they said they would send me the parts for it and I had to fix it... No Thank You I paid enough money for someone to come and fix it.... sending it back.
Bought me the peloton
One week old....
i bought a bike and treadmill 3 months ago. neither one is working. waiting for parts, then service.
the customer service people are the nicest i have ever dealt with. I have talked to 15-20 , including a manager. Unfortunately, nothing has happened. I am beyond disgusted. It's not covid or cancer, but it's a big investment, and it's absurd to have 2 machines that are brand-new-broken.
I bought a $3000.00 elliptical in September start using it in December for 30 min. In Jan I start working out for 1 hrin a nutshell I was preparing to start the ifit fitness program. The elliptical broke on me the end of January. I'm very disappointed in the product. I'm waiting to have it repaired for a month now. Customer service is not helpful. I received a video how to change the parts which was never part of when I purchase the equipment. I was told to reach out on my own for a technician after. Meanwhile I'm paying for a defective product. Highly reviewed but didn't held up to the reviews. I need to return this product is just sitting here like a expensive clothing reck. I have a pro form elliptical that cost400$ never had a problem. I just changed it bc a friend recommended me if I like to update to buy a Nordic track elliptical. I'm sorry I bought the product. I may have to head to court to have this elipticall picked up for a full refund. Customer service was nice but no success. A credit was issued. When o called td back I was told is pending since February 18 no action was take. I'm going to take this matter to social media to warn people. This is not the way to o business. Lesson learned sometimes is best to stick cheaper items they last longer. I'm not about to take this in by sitting back waiting
Well I guess I should not have invested in Nordic Track. Poor quality and horrible service. New bike road 5 times and now I have been trying to get it fixed for 3 months.
Seemed like a good purchase at the time. I was within the 30 days of return but 3 months ago they were going to fix it. Never Nordic Track again
My husband ordered our elliptical on Dec 2, 2020. It finally arrived in February and it was missing screws! I called two different departments to finally have them mail me out screws. This was on February 9th and was said to take 7-10 business days. It is March 9th and we still have not received the screws. But now we are expected to begin to make payments for an expensive machine that we can't use! My husband has disputed the payments. I plan to reach out to corporate and demand some sort of reciprocity. We are furious, extremely disappointed with Nordictrack. We have a treadmill from them from last year and none of these issues. And we love the ifit.
My wife ordered a treadmill on December 19th 2020. Did not received it until Feb 23rd and I put it together right away. Turned it on and it said that to replace the key magnet back to go any further. The key is where it needs to be. I called customer service and they ran through everything possible and still not working. They ordered a new panel and still waiting for it to come in. The technician said it would take up to 6 days to get. He stated it was approved to put a rush on it. Here it is March 4th and still no part. Every time I call they give me a different story that they need to make the part and it will not take up to 3 weeks. Called last last Friday and they said it was shipped out to me on March 1st and should be updated on the tracker. Here is is March 8th still nothing. We are very frustrated and want to use this $1200 treadmill. We need something done here. I am ready to call the Corp. office today.
Terrible customer service getting a replacement part, told it w/b display monitor, now getting a wire harness instead.This was evaluated on 2/8/21 by video call with tech.. Was told 3-5 days and then tech would arrange for installation. after inquiring about tracking, I was advised it arrived at your warehouse not my home and shipping via USPS and to expect another 7-10 days for delivery, then schedule appointment with Service Tech.
I bought Nordic Track because i THOUGHT it would provide quality equipment followed by superior service- wrong on both counts!!! Major disappointment.
Nordictrack/IFit is the worst customer experience I've ever dealt with. You can't get through a ride without a long video buffering window. What's worse than that is the customer service. Calls are never answered, emails take forever to respond. We just want our money back.. we will pay the restocking fee as it's been longer than 30 days.
BY FAR THE WORST CUSTOMER EXPERIENCE EVER!!!!
Nordictrack/IFit is the worst customer experience I've ever dealt with. You can't get through a ride without a long video buffering window. What's worse than that is the customer service. Calls are never answered, emails take forever to respond. We just want our money back.. we will pay the restocking fee as it's been longer than 30 days.
BY FAR THE WORST CUSTOMER EXPERIENCE EVER!!!!
I recently purchased a treadmill and have not received any text updates about shipment even though I signed up for them. When I called customer service to check on things since it should be delivered within 10-14 business days (at day 8 already) the chat person Fredie advised to call the customer service shipping line. I called and the rep who answered, Dierra, was extremely ignorant and rude. I asked for a supervisor and she advised she was the only one there and she couldn't help. I then called back and asked the next rep for a supervisor at which time she put me on hold for 17 minutes and then hung up. You would think if I am paying close to 5k for a treadmill that customer service would be better trained to answer questions and not argue with the customer while providing zero helpful information. Did she confirm my phone number? Nope. Nothing. I see now with all the other negative comments this is nothing new, and will probably never get addressed. However if my comment can deter even just one customer from purchasing from NordicTrack then I've done my job. Extremely disappointed and I haven't even received my product yet! This customer service is a nightmare!
I am a free lance writer-reporter who has dealt with many retail orgs but none less responsive, more difficult than yours from whom I purchased a S15i many weeks ago which arrived in damaged condition. New parts were of no help. I have pleaded in 3 mailings for you to take it back. Your requirement for a return, as I said in 3 emails, are impossible to achieve. In a phone call one of your execs told me "this company isn't doing many things it should be doing"! He gave me a phone number & email to contact. I got NO response.
Morton Dean
Do Not Purchase anything from this company. I purchased 2 rowers for my children this holiday season, and each one was defective. I initially reached out to their troubleshooting professional (a person totally unqualified to remedy the solution) and parts were ordered--keep in mind that parts are not ordered directly form Nordictrack, rather a "technician/professional" will erroneous identify a problem (over the phone) then order parts from another company. Parts do not come timely, and you will find that a serious breakdown exists between (1) problem identification and triage, (2) the ordering of parts, and (3) the dispatch of yet another tertiary provider of repair in your respective area. Our repair person came out (4 weeks after parts were received) and indicated that the parts ordered would not repair the respective problem. In fact, the "technician/professional" from NT sent wheels, magnets, and sxxt that did not even correspond w/ the technician's surmise of the problem.
TRUST ME--DO NOT ORDER ANYTHING FROM THIS COMPANY! In the end (16 phone calls later) I was routed to "Billing and Returns" (which is another phone call). I waited 3-hours-and-15 minutes before actually getting a "live" person about returning the item. I am able to return one rower, while the other was outside of the 30-day warranty.
If you like a nightmare experience of purchasing (1) defective equipment, (2) spending long hours talking to a secondary provider of parts, and (3) scheduling to have a technician come out to your home, only to have him/her tell you that the problem and solution identified by the Nordictrack technician is incorrect--then this company is for you. I on the other hand have a lot more to do-- HORRIBLE. And, lastly, you will never speak w/ anyone who conveys a sense of "genuine" concern about your frustration!
I ordered a machine on 11/27 and was told it would be shipped 11/30. On 12/14 I got an email that it was shipped. After multiple calls and live chats on 12/30 I was routed to someone in shipping and told they couldn't locate the machine. They would do a dock search and I should call back Monday 1/4. I did and was told they couldn't locate the order and I needed to talk to billing to reorder. I was transferred and on hold for over 1 1/2 hours before speaking with Mandy who was going to check with the shipper. She said she would call me on 1/7 with an update. No call-of course. Now the website says my equipment is in transit as of 1/6 but still no tracking number, no call, no anything! I was given a direct number for billing and when I called it to follow up, the lady that picked up said she keeps getting calls for NordicTrack but she is not affiliated with your company. So I went on live chat as was told, but the alleged supervisor he has no phone and gave me the same number to call billing. If I ever get the PAID FOR equipment I ordered it will be a miracle!
I ordered my Nordictrack treadmill on November 9. It said it would take 2 weeks to arrive. It has been more than a month and I still do not have my treadmill. I would have purchased from a different brand if I knew the delivery would be delayed.
I called customer service to ask for assistance so they transferred me to the Tracking Dept. I spoke to 3 different people and not one 1 could assist me. I am frustrated and disappointed that this company has not fulfilled their obligation. To think they are expecting payment on Jan 1st. I would never recommend this company to anyone in the future!!
We bought a NordicTrack bike on 12/5. It had faulty parts and has never worked. We have spent over 15 hours on the phone with customer service. A technician was supposed to show up this morning now that we have the parts and he never showed or called. Customer service said they have NO way to reach the tech. Right now all we have is a $2000 clothes hanger. The people at customer service seem tone the nicest people you would ever want to talk to but their promises are less than worthless. The customer service department is, at best incompetent, or more likely totally and completely incapable and unwilling to do anything to stand behind their products. Their response is "you can always return it" which sounds great until you realize it's over 200 pounds and needs to be taken apart to fit in a car. I advise anyone thinking about a product from this company to run away as fast and far as you can. They should be investigated as a company knowingly making repeated false claims. Liars is an apt description.
Bought a commercial 2450 took four weeks to deliver and product did not incline or decline. Customer service is the worst service I've ever had. They told me it was a cord and it will take upwards of three weeks to receive. This company is the biggest joke ever. Please save your heart and do not purchase NordiCrap.
This has to be the worst company to order a treadmill from. I ordered treadmill on 11/21 and total charges including shipping and mat is $ 1782.61. The tracking of the shipment indicated it arrived at last mile delivery company (Ryder - Little Rock) on 12/3. received 2 emails (12/7, 12/8)from Nordic that the delivery company would call in 24-48 hours. 12/11 - still no call - however, i contacted customer service multiple times via chat. One representative (Amber) indicated it had just arrived 12/10 - which is a lie since it was in Little Rock on 12/3. I have tracked down carrier and transportation broker and they tell me Ryder is terrible to work with and they have this issue all the time - in fact, i was told Ryder will be fined for not calling in 2 days (great for Nordic but not for customer service). Called customer service again 12/11(Jennifer) and she indicated that a note just posted to my account that carton was damaged (imagine that). Now I am on hold again and have been for nearly 65 minutes trying to get billing so i can get my 1782 dollars credited back to may account. Called Sales also and he transferred me (only 9 people in queue and that has been 38 minutes ago) - still on hold and Returns Policy says they will not refund shipping cost and charge 10% restocking fee. I refuse to allow that to happen and if necessary, i will contact my attorney. I expect full reimbursement -- DO NOT BUY FROM NORDIC TRACK - you will be sorry.
We bought a Nordic Track c700 at the end of February 2020. The belt on the treadmill was defective and it has taken 3.5 hours on hold with customer service $177 tech fee (our expense on top of additional warranty) and the rudest customer service agents I have ever dealt with in 50 years to possibly get the problem fixed.
Never buying another product from Nordic Track. Terrible customer service.
I bought a S15 bike right the beginning of Covid. 5 months into the bike broke down, august 19, 2020. to this day I still cannot use it 10.24.2020. I have had the wrong parts sent to me. the wrong DUY support sent. a technician three times in my home in the past month and half who still cannot figure how to get this thing back together. a complete lemon. do yourself a favor. go buy a peloton. these guys are incompetent. Order Confirmation ICS8735270
I have purchased a new NordicTrack X22i Treadmill and after 25 days of training, when my body just started to get used to it, the machine broke down.
Getting hold of Customer Service is being a nightmare, as it was the delivery process, I have being working overtime (60 hours a week) to being able to pay for this machine and after a month it brakes?
After contacting Customer Service/Service department, I was sadly informed that the Controller broke down and it needed replacement, that the part is backordered and they don't know when it will be delivered (maybe in 3-4 months)
Meanwhile I should keep paying and find another way of working out and help me release all the stress this situation is causing me.
I am not the only customer facing this issue, and if your company is aware of the faulty system, they should not be selling it to customers, at least not if they don't have a replacement for it.
This is unacceptable and I expect you NordicTrack to fix this issue ASAP or replace the machine with a new one, otherwise I will have to take an action on it.
I am not giving my hard earned money to be placed in the trash!
John M. Rawdanowicz, 3575 Heather Lane, Micco, Fla. 32976, [email protected], 252-202-6902
Dear Nordic Track,
Let me start with a little personal history; I'm a totally disabled veteran as well as a retired police officer whose career was cut short after 16 years as a result of injuries I received in the performance of my duties. After three hip replacements the days of running were no longer possible, when I found the X22i incline treadmill trainer I knew it was what I needed to reverse the downhill spiral of my health. The Veterans Admin monitors my health several times a year and things were going in the wrong direction with blood sugar as a pre-diabetic, high blood pressure and cholesterol levels that were dangerous. From all the surgeries the aches and pains were something I had to accept as part of my daily life and medicate for.
On 4/22/20 I took delivery of my X22i and fell in love with having a trainer right there showing me the right way to hike inclines in the most impressive surroundings, I and the wife were hooked. Did I forget to mention that between my wife and I we have a total of seven (7) hip replacements due to recalls on metal to metal implants that we both had as a result of being life long competitive runners as young adults. It wasn't long before the fan motors burned out from what we suspected was an overload due to the burning smell that occurred during initial failure, iconfitness agreed that replacing the fan's may not remedy the problem indicating that the Control Board was the issue. We experienced several black outs of the I-Fit program right in the middle of a workout that required rebooting and following all the procedures directed by I-fit to reset the machine, fortunately the blackouts had not reoccurred and workouts were able to run through a full program lately.
On 9/04/20 the treadmill motor failed to start and the messy process of calling iconfitness, as well as email, the only suggestion I could get was from a pre-recorded message on the phone that told me I had to remove the cowling of the motor before being able to speak with a technician and that process was to be found in a U-Tube video which does not exist for the configuration of the X22i. I looked for a certified repair service in Florida and managed to contract with RIGHT CHOICE REPAIRS in the Orlando area.
On 9/09/20 the tech arrived and quickly identified the problem as a bad control board and would follow up with iconfitness to get the parts ordered, a diagnostic charge of $79.00 was paid at the time of service even though I had purchased a three year extended warranty I was finding myself doing what I would have expected under contract as a "recent purchase" under factory warranty service, at no time was I offered assistance by a service tech from Nordic Track, on the contrary it was "I" who was to do the repairs
On a positive note, as a result of incline hiking with the I-fit wonderful trainers and programs my mental & physical health took a drastic turn for the better, I actually had to drop one of my blood pressure meds, my cholesterol levels went into normal range and my blood sugar improved significantly reversing direction from which it was heading. Most impressive were all the joint aches and pains that haunted me were starting to diminish and medicating for discomfort became a rare occasion, life was good again!
On 9/09/20 Right Choice Repair Technician requested that I call iConfitness customer service to authorize the replacement "control board". I called 800-999-3756 Adrienne Hatch pleasantly handled the process of replacing the board for which she had no good news as to when that might happen and all she could do was to put my warranty into a holding pattern. As reported by Right Choice Repair these Nordic Track Incline Trainers were having a history of problems with the "Control Boards" and as a product from China there is no timeline for replacement boards. I want to say how pleasant the customer service personnel are at iConfitness Adrienne couldn't have been more understanding and as helpful, also on the previous fan issue Zabrinna was as equally pleasant and compassionate as to the failure I was experiencing.
My disability from my military career is PTSD related and putting that on top of my physical health it's a double whammy for which any decline on either front can be critical. Now that I'm nearly 72 and with the Covid lock down the stress levels of not having Nordic Track able to step up to the plate with an acceptable resolution or warranty repair service seems illogical for a brand new machine. Most importantly, I now have no operational X22i for which I have relied on for my mental and physical health and worse of all absolutely no projected target date of ever being able to use what I purchased. The last thing I need is for my health to go backwards as a result of problems inherent in a Nordic Track piece of equipment for which there is a history of failures for which I am apparently one of many failures experienced with the "control boards" and to which Nordic Track has no solution.
This is a new machine with very little time on it and has experienced multiple failures between I-fit and I-Con parameters and protocols. It is reported by I-Confitness that there are zero control boards available and any that were in returned units have all been salvaged as the demand for these control boards has depleted inventory in the USA. To resolve this dilemma I request a replacement x22i in an expedited manner or if it is at all possible to have China ship out an expedited "Control Board" which I understand I will have to install since service personal are limited due to Covid, I have been briefed on the process.
Regards, September 13, 2020
I Am Broken Hearted. I Have Always Had Respect For This Company, I Am 82 And Self Employed And A Korean Vet And Been All Over The World But Never Have Been Treated So Miserable, I Purchased A New Rower And It Was Shipped To My Home And It Was Broken Upon Delivery And I Have Spent 2 Weeks Everyday To Get Help Vis Computer And Calling And Chating And I Cannot Get Anyone To Speak With, You Get The Run Around When You Need There Help But They Take My Money Fast And Never Help, It Has Been A Horrible Experience, Do Not Buy From Them, No Return Calls Or Email Returns Or Nothing,
This has been the absolute worst customer service experience ever! I spent $2300 to purchase a 'ready in stock to deliver' bike that I have yet to receive correspondence on. The only way to get ahold of someone is through Facebook messenger. The initial receipt received had a customer service number that goes to the Nikon corporation and the other number keeps me on hold for hours with no answer. The chat session available is a dead end, as well. I should have waited to 6-12 weeks for the Peloton, but was impatient. HUGE MISTAKE! They have amazing customer service.
DO NOT PURCHASE ANYTHING FROM THESE THIEVES!!!
I did buy a machine that was defective and was told by a representative to discard the machine as there were no technicians near me to repair the machine. Was told that I would get a refund. IT HAS BEEN NOW 3 FULL MONTHS and I have not seen a single penny of my money!! Was told by one of the reps that there was only ONE person handling all refund issues. Was I supposed to believe that? ONE person in a MULTIMILLION dollar company???!!!
THIVES!!!!
Upset and dissatisfied customer. I bought 3 machines from NordicTrack over in 2019. The treadmill is leaking oil everywhere. It is so much oil or lubricant that I cannot use the machine. The liquid/oil seeps through the walking belt and makes the belt slide to one side in seconds. I called the company to get a technician out to my home since I purchased the 3-4 year extended warranty on all 3 machines. I have spent about $9,000 with this company to be told by supervisor, Kathy that I need to clean all of the oil myself as well as removing the belt to clean all of the oil. I was told that they will not have someone come out to make sure that the machine is safe and that there is not other reason for the oil to spill out all over the place. I am very upset and will be contacting my attorney.
Was on hold for 40 min. Finally CS rep answers my call. The belt on my treadmill has shifted and its ripping the belt itself. They are sending me a new belt ,but I have to install the belt myself. CS rep sends me a video link on how to do it it. This must be a joke. Why have a warranty on anything this company sells if they can't live up to it. When you make your customers have to do their own repairs that is ridiculous. What if something breaks while fixing it yourself. How does that affect the warranty? I have never hard of a company making people fix their broken equipment. Overall ratings for CS and Nordictrack are absolutely terrible. How is this company still in business??
So many complaints....how about a compliment to customer service. Your rep, Kenneth Ferbrache is a 5 karat diamond. Take care of this guy he knows how to handle a problem. After weeks of trying to resolve problems I encountered through Sears shipping of a treadmill ordered Nov 3rd I finally got it assembled Dec5th just to not have it operate properly, Sears is not doing Nordic Track good service.
Kenneth at Nordic Track got the ball rolling to have it repaired.I was in the service business 40 years and it's not often you get lucky and find an employee that really cares about the customer He's a star.
DO NOT BUY ANYTHING FROM NORDICTRACK. I bought a commercial grade spin bike (S22i) thinking I was getting a quality bike and within the first two months my right pedal fell off. The crank was stripped. I called their ridiculously long customer service line and a new crank was ordered. It took about a month before the crank was received and installed. Not more than a few weeks later, I begin to hear a terrible grinding noise coming from where the cranks are. I called and asked NordicTrack if they could send the guy back out that installed the crank (thinking he did something while installing) and they said no. They determined (without any knowledge) it was the bearings. They also told me not to use the bike so I wouldn't cause further damage. They said they would order new bearings but none were in stock. It's been over a month and I still haven't received these bearings. So I contacted them AGAIN. Still not in stock and no idea when they'll be in. They wouldn't let me speak to a supervisor and told me I just had to continue to wait. I asked if they could send me a replacement bike and they said no. I can't believe I paid $2400 for a piece of trash spin bike that I can't even use. I have no choice but to now file a Consumer Complaint. I should have bought the Peloton.
DO NOT EVER DO BUSINESS WITH THSI COMPANY!!!! I have never heard so many canned responses in my life. My machine is less than a year old and has been broken for almost three months. First part is backordered, then they strip it from another machine. Repair man can't get it out of my machine, strips the bolts!! Then discovers other parts need to be replaced. Those parts come but no bolts. Bolts are backordered!! Send me other bolts that should work - they are half the size of the original bolts! This is now about two weeks since they were sent. Original bolts are still on backorder but they should be in "any day" - heard that two weeks ago. Still making payments on a machine that I can't use. This company is the absolute worst!! I would have been better off buying a no name machine at KMart. RUN FROM THIS COMPANY!!!
This email is being sent to everyone I can locate at NordicTrack. I will also be sharing my story on your webpage as well as every social media outlet. I have discovered that NordicTrack has absolutely no after the sales service to speak of and I am going to do my best to get this information disseminated to everyone that will listen. I have been trying for almost three months to get my machine repaired to no avail. I have spent countless hours on the phone speaking with a half dozen different customer service reps and supervisors. I have been assured over and over again that the issue of getting my machine fixed is being taking care of and told that everyone is doing everything they can do to make sure my problem is being addressed. I can tell you unequivocally that is not the case.
Is a shame, an order was made in Dec 27th, 2017, as of today, Mar 25th, 2018 there is no machine. I already made the first payment. You were very quick to charge the account, but your delivery sucks, customer service is awful.
Purchased a E7.7 Elliptical on 10/29/15 $980 with the extended warranty. Towards the end of the first year I called for the annual maintenance to be done under the warranty. The tech broke a bolt off the shaft the upper shaft the arms swing on. The shaft is welded i place so a new upright assembly was sent out. The tech comes out again but can't get the upright off to replace it because the axle is seized. He leaves with a broken machine left in pieces. After some time a replacement machine was sent out. I was sent an SE 7i. Fast forward to February 17 this year, barely more than a year old, I was using the elliptical when the shaft that the arms pivot on sheared off and luckily I was not injured. Also it appeared the drive belt was wearing as there were shards of belt. under the machine. The belt was ordered at the same time.
I called for warranty repair the same day. I described the problem and they sent parts to my home. When I got the parts I realized they weren't the right parts and called back again. The correct parts were shipped. The contractor, Integrity Fitness, could not come out until March 8th. He was very knowledgeable and professional but he ran into a snag, a bolt broke foo the axle that holds the upright assembly. I was told he would order the parts and have to come back out. Followed up with Integrity Fitness a few days later and the parts were not ordered and I called back and placed the order. Not all parts were sent some were back ordered. When a I called they said wouldn't be long. When I called back to check the status again they said they would would check with the vendor of the part. On March 23rd I got an email saying it will be another 30 days before they have the axle.
Getting a service call scheduled with Integrity Fitness can take 2 or more weeks because they say they are very busy. This really isn't acceptable to take this much time to resolve the problem.
Wow, had I read all this before purchasing mine, I wouldn't have! Mine worked for 5 minutes before the resistance "broke" and is too hard to peddle. They wanted me to watch a video and replace the motor "in just a few minutes" ON MY BRAND NEW MACHINE myself.I insisted on a service call. Came out 2 weeks later, replaced 2 motors to no avail (1.5 hours later!!!)and 1 week later ordered all new "insides". So 4 weeks into this sitting without being able to use it. CHARGEBACK dispute is now in process! I will not pay for something that never worked! RIDICULOUS that they won't just send a whole new machine.... but, I suppose that something else would be broken if they did.....
I purchased my Eliptical in June 2017. Everything was perfect until it started making this horribly loud clacking sound with each rotation. I called yesterday, and was astonished when the guy sent me a pdf of the manual, and proceeded to walk me through troubleshooting steps. I finally stopped (after tightening-up the first set of screws that didn't stop the clacking). I told him I fully expected him to send someone to fix it. He informed me that their technicians "don't diagnose" problems. They just fix them. WTH??? So I have to troubleshoot for them to come and fix? If I had known that, I wouldn't have bothered with Nordictrack. He did set me up to receive a call in the next few days for someone to come out. We'll see how that goes. But the shocker is that, I apparently now have a side-job with Nordictrack - as tech support (and I'm not even getting paid). I can't believe this huge company has such a horrible support policy. I will definitely spread the word of my experience. You can count on it.
I am with everyone else..tho the person who I have been dealing with is stellar..Cheyanne..her hands are tied by the fact the only option she can give me is sit and wait for my brand new machine I got in march to sit not working in my kitchen
NOT ACCEPTABLE
I may call and ask to sw someone who really needs to hear how unhappy people are..not the poor gilr that's been helping me
Bought / Paid in full on 4/6/17...delivery and assembly. Company couldn't assemble it, so refused delivery on 4/20/17. Sent email that afternoon, called and spent 30+ minutes on hold, sent a contact us email and still waiting for somebody to fill me in on when I'm going to get the treadmill I bought on 4/6/17. Not real impressed with the lack of responsiveness in the Customer Service arena!!!!! Maybe somebody will read this and contact me?????????
WORST customer service ever! Going on 4 months now waiting to get a part in to fix our elliptical. So glad we paid for the extended warranty only to waste it on waiting. Your on hold for hours and never get a chance to speak with anyone. Never again. DO NOT RECCOMENT NORDICTRACK AT ALL!!
I bought my treadmill the end of December and had surgery the beginning of January so really did not use treadmill until beginning of February. By the end of February the thing wouldn't run. I emailed customer service and I had to do the ridiculous troubleshooting and they determined that it was the motor. They told me they would place the order, it is now March 31st. When I emailed them again earlier this week, they apologized for the inconvenience, but the motor is out of stock and it will be a few more weeks. Are you kidding me, I didn't get a full month of use out of a $1500 treadmill. I should get the treadmill replaced for the amount of use I got out of this one. You people should get out the of the business because you have no idea what you are doing! Worst purchase ever!
How many of your customers know that you advertise on Breitbart.com? I have the screen shot but have no way to attach it to this comment. If I had known who you support with your advertising dollars before buying my treadmill in December 2016, I would have looked at other brands. I understand there is a variety of thought in this country and do not expect to agree with the politics of everyone I do business with, but that is not an excuse for Breitbart. I consider this site a hate group, and like other hate groups they strive to create chaos and overturn basic individual rights. I am beginning to connect my purchasing power to what I consider being a good corporate citizen. I plan to pass this information along to friends and family and encourage them to do the same.
Please reconsider where you spend your advertising dollars.
I purchased my Elliptical C7.5 machine for $799.00 from the NordicTrack website on June 16th and paid the extra $249.00 to have it shipped and assembled. I had a broken toe at the time so I was not able to use it right away, when I did finally get to use it the machine broke after only getting on it 3 times. I called the customer service line (after sitting on hold for 20+ min.)and they told me I had to register it first then I could call back. I went on line and registered it and when I called back the next day (on hold for 20+ minutes again)I was told it was out of warranty, I told her it was not even a month and a half old! After she finally pulled up my registration number she apologized and said she could help me but we need to do some troubleshooting first and that I need a screwdriver and my manual to take the cover off the machine, she said this will take a while and that she could not stay on the phone with me so I need to call them back once I have the cover off!! I could not believe that this well-known company was treating their customers like this!! I asked her to let me speak to a manager and that I paid all that money to have it assembled I should not have to read the manual to partially dis-assemble it to fix it myself. She put me on hold and when she came back she told me she ordered some parts to be sent to my house, opened a work order and someone will be contacting me within 3-5 business days. It is now day 8 and no one has contacted me. I called Nordictrack customer service again on the 7th day and they gave me a phone number of the company that is supposed to be sending someone out to fix my machine, when I call I get voicemail and the voice mailbox is full. Now what? I still cannot use my machine and I cannot get anyone from this so called respectful company to help me. At this point I want a full refund and I will go to Bowflex and buy a machine I can use. I will never buy anything from NordicTrack again and I will make sure my friends and family know not to buy from this company that does not stand by their product. I am truly disappointed and shocked.
First - Nordictrack customer service sucks! As a Group VP for a billion dollar company I will say your customer support is just terrible. I have sent email to contact us and sat on the phone for 3 times - 30 min each and never reached a human being.
My experience
- Machine supposed to be delivered on 2/5 between 5-8pm
- Delivery guy calls at 7:50 and says he's 30 min away
- They arrive approx 8:15 and begin to set up
- Turn machine on and the incline, fan and speed increments do not work
- They call their boss and will send a tech out
- I play around with the machine and download the latest firmware when I connect to wifi
- I reboot the computer and now it is working better
These guys had zero clue how to operate the machine or do ANY basic trouble shooting. They couldn't even figure out how to demonstrate the functions on the computer for me. This was by far any "White Glove Service"
Now my latest fiasco - I have been trying to reach somebody to assist me with the Platform Cushion feature. I have the manual from online as the manual that came with the machine doesn't mention the platform cushion anywhere. The manual online it shows to slide it from front to back for the cushion. Do I have an older version of a machine without this feature or what am I missing? Unfortunately, I am unable to locate the platform cushion on the machine. I am mechanically inclined and this is throwing me for a loop.
I am beyond frustrated
Purchased a Nordictrack x9i 8/13. Had to send it back the same day since it was broken out of the box. Shortly after receiving a new one, the gears broke. Waited on hold at customer service for over an hour and a prat was ordered. that was replaced about 3 weeks later. Now the machine speeds up on it's own and is dangerous to use. My husband almost got thrown off the machine. again on hold for over an hour. Was told a part would be ordered and a tech will call in 3-5 days. Didn't happen. Called cust. service again and waited another hour. Part is on backorder. I want my money back. the machine doesn't work and is dangerous.
Bought Nordictrack elliptical from Sears day after Christmas. Within 3 days started having problems with machine. ICON customer service company worthless. 5 different service techs and 7 separate service visits and it still isn't working properly. Many parts have been replaced - so many that Nordictrack could have replaced the machine and saved money. It has been 10 months and it still isn't working. Has been completely inoperable for 6 weeks. Service tech says machine can't be fixed and needs to be replaced. ICON says it can. No one is doing anything and we are in middle. What a nightmare. Will never recommend to anyone to ever buy any Nordictrack product ever!!
On 3/7/15 we purchased, on the phone with Nordic Track, an Elite 9700 Treadmill. Not once did the salesman mention that with regular delivery that they would literally drop it at the curb. I was told after that that I could pay another $180 to get them to bring it into the house. So when it arrived I did ask the driver if he could wheel it another 20' into the garage. He said nope, I can drop it here at the curb. So we refused the delivery. Now to customer service/Returns. When we made the purchase it took all of a few minutes for them to charge the $2400+ on our credit card, but for them to get us the credit back... it'll take about 3 weeks. What a load of crap. I wish I would have checked Yelp before attempting a purchase from Nordic Track. The entire first page (that was all I looked at) was nothing but horror stories of dissatisfied customers. Hey Icon (Parent Company) get your children in line!!
I just received my NordicTrack incline trainer x7i on Monday Jan. 16, 2015. I actually paid to have the machine assembled. Immediately i noticed the console had several scratches, there were scratches and dents on the handles as well. I took pictures and the delivery guy also took pictures. I tested the machine to see if the motor was quiet. Unfortunately the machine produced a loud sawing type noise. Immediately I got on the phone with customer service. After spending several hours on the phone, I was told a new motor will be sent and once the part arrive the service guy will come out to service the machine. Later on I encounter another problem. The monitor lights up but nothing displays and the machine doesn't turn on. I called customer service again and was informed that a part will be placed and the service guy wil come out once the part has arrived. My issue is I purchased this machine online through the website, why isn't it working? Did NordicTrack send me a used machine. Also why should a service guy come out, shouldn't NordicTrack replace the machine ASAP? NordicTrack is advertising one of the top of the line excercise equipment but the machine is crap. This is not good. Please help me with my issue. I have a machine that cost $2000 but it's not working....really???
On October 9, 2013 my husband and I purchased a NordicTrack GX 4.5 exercise bike at Sears for $361.97. Approximately 6 months later, the bike started to skip. My husband called your customer service and was told the drive belt needed to be adjusted. My husband began removing parts following the instructions on page 27 of our user&;s manual. Until he got to the paragraph that states &gently pull the right front shield away from the frame. We could not figure out how to remove shield, so another call was made to customer service. We were told a service tech would be sent out; however, in order to send out a service tech we had to order a new drive belt. (a $79.86 item) The belt was ordered on 6/30/14. Your service tech came on 7/7/14 to replace belt. My husband watched him in order to see how the front shield was removed. The tech needed a special tool to get the shield off, so despite what your user's manual says we could never have removed it. Turns out it wasn't a belt problem. We needed an entire assembly (part 346373 Mech,Arps 10' RegW/R. cost $466.72) That part was ordered on 7/8. We received an e-mail stating it was out of stock.
I called customer service on 7/8 and was told it could take 6-8 weeks to get the part (apparently it's coming by slow boat from China). I expressed my concerns to your customer representative about my lack of confidence in this machine and what would happen when the warranty expires. I was told I could buy the extended warranty at a cost of $150. We're from a generation when you bought something there was no need for a warranty because we were buying a quality product and we had confidence it would last a long time. You are forcing me to pay this additional charge because I am sure the bike will break again and being retirees we can't afford to 'junk' it and get a new one although I am convinced the bike we bought is a piece of junk.
I would like to know how a machine that costs $362 can require a part that costs $467. This machine, that is less than one year old, wegoing to break next?
The NordicTrack replaced our Schwinn chain driven bike which we owned for 25 years and never have a service call . We thought we were moving up when we bought the new machine, and felt the name Nordic Track meant we were purchasing a quality product. I should mention that both my husband and I are in our mid-60's. We are the only two people who have ever used this bike and it is by no means abused.
Don't know if you people really care about a retired couple complaining about your bike, but back when people stood behind their products a letter like this meant something
Check out this cool map plotting the corporate office headquarters for major companies.
NordicTrack customer service phone number including steps to reach representatives, hours of operation, customer support links and more from ContactHelp.com.
Have an idea for NordicTrack? Submit, rate and comment on NordicTrack ideas by visiting IdeaIncite.com.
See detailed NordicTrack customer service rankings, employee comments and much more from our sister site.
Get immediate support for your NordicTrack support questions from HelpOwl.com.
Find free NordicTrack manuals and user guides available at ManualOwl.com. Try out our unique manual viewer allowing you to interact with manuals from directly within your browser!
