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Poor Service / Poor product

Complaint Rating:  100 % with 10 votes
100% 10
Contact information:
South Carolina
United States
I will try to keep this short. Purchased a Nordictrack Elliptical, product #NTEW50707.0 and received it in mid September of 2009. I also purchased a 5 year warranty, all of this was purchased straight from the Nordictrack website. The machine's console broke on December 8th, placed an order for a replacement, took 7 days to get, took 5 minutes to replace it. After replacing the console, the resistence didn't work. I called Nordictrack for assistance on the 14th, Nordictrack sent out what is called a resistence motor on the 22nd. Once again, took 7 days to receive the part. This time however, Nordictrack said a tech needs to come out to fix the problem. I was told I would receive a call from the tech in 48 hours, welllll, after a week ( I know Christmas time and all), I finally received a call on the 29th of December. The tech informed me that I didn't have the right parts on order and i needed to call Nordictrack back and confirm what was shipped. Ummmmm isn't that your job Mr. Technican???? I called Nordictrack on the 29th, about 20 mins after that phone call and Nordictrack said I had the right parts. Now the tech will not answer my phone calls and here we are, its the 4th of January. I have called and called and nothing. Now Nordictrack is telling me the tech has till the 5th to return my call!!! Really, wow, awesome.

Like many complaints on here, the service is horrible. Nordictrack contracts out their service on their products and these contractors turn around and subcontract the work out to yet another company. I firmly believe the reason I can't get a call back is the tech lives 200 miles away and will come to western South Carolina when he has enough work to justify the drive. I will be requesting a return of funds for their product. I don't have the time nor the patience to deal with these people.
Complaint comments Comments (18) Complaint country United States Complaint category Fitness / Exercise Equipment


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N  7th of Jan, 2010 by    0 Votes
Dear Customer,

My name is Jesse with Nordic Track. I apologize for the issues you have had with servicing your machine. I wanted to offer my assistance in getting your service issues resolved as quickly as possible.

I would also like to offer you compensation for your troubles. Please send me an email at nordictrackcs@gmail.com if your interested.

Jesse Y
Customer Relations
A  7th of Jan, 2010 by    +1 Votes
I too have had it with Nordictrack service. I purchased The Nordictrack Elite ($1500) treadmill last fall with a 4 year contract ($200). It arrived broken(incline motor) - took 2 weeks to get the part and technician to install. Now less than a year later on Oct. 20th I had to place another call - The display won't come on. 3 parts later the technician is scratching his head and ordering another part - placed the order 12/17 -- still not here. What good is a treadmill with a 4 year contract when it is broken about 1/4 of of the last year!!

I waited 30 minutes on hold to find out they have the part -(didn't email me confirmation of course)- but they don't know when it will ship - could be a week or so - they have to put it together. When I asked about expediting the part since I have already waited 2 1/2 months to use my treadmill the customer service representative said nothing could be done.

It is hard to recommend this machine or company to anyone. If anyone knows the proper channels to get things done with Nordictrack customer service --- please let me know.
N  19th of Feb, 2010 by    0 Votes
I purchased an A.C.T. Pro elliptical . I t was delivered on January 18, 2010. A technician came to assemble the machine. A part was broken and was ordered. I received the part in about 1 week and rescheduled the assembly. The machine was put together on January 28th but a grinding metal on metal sound was present. The assembler suggested we call customer service and not use the product until a technician could fix the problem which he felt was not related to assembly. I contacted customer service the next day and a representative advised me that parts would be ordered (Without a diagnosis of the problem??) and a technician would contact me when the parts came in. One week later I received the parts and called a technician who had left a message for me the day prior. I left a couple of messages over a few days. He finally got back to me and said that I hadn't received enough parts and additional parts needed to be ordered. No parts were received and I began calling customer service on February 15th to see what was happening. Over the past few days I have spoken with five different customer service representatives who have tried to help me . It turns out the parts were never ordered and now they want me to wait for the additional parts to be received before authorizing a technician to come. My concerns are many including:1) How can a diagnosis be made and parts be ordered when a tech did not bother to come and see what the problem is? 2)How is it that I spoke with at least five different customer service representatives and not a single team lead or manager stepped in to try to diffuse or correct the problem?3) How can a company be complacent when an inferior product has been delivered to a customer and more than a month has gone by without resolution?? The company needs to reassess its practices and try to keep customers happy with their products and customer service. I am at the point of requesting a refund to my credit card and having you come pick up this non-functioning piece of equipment.
A  23rd of Feb, 2010 by    0 Votes
Here is my new update. I am the one that is from South Carolina. My elliptical broke ONCE AGAIN!!! This time the belt broke. This machine is used mainly by my wife (5-6 times a week) and I use it on the weekends since I use the one at the gym during the weekdays. Well, on 2/21/10 it broke again. What a joke. Its not like we abuse this machine, its just my wife and I using it. I give up. I have requested Nordictrack to come pick this machine up. I can't deal with this anymore. NOW I have to go and find a new elliptical and go through the headache of doing the research of finding a dependable machine. I would love to give Nordictrack another shot but after what we have been through for the past 2 1/2 months, I can't handle it.
N  21st of Apr, 2010 by    0 Votes
Visit nordictrack sucks on facebook today. Let's tell them that we will not stand by while they rip off the public.
N  21st of Apr, 2010 by    0 Votes
Nordic track just plain sucks. Enough said...
Visit this page on facebook and tell your story. Reccomend the page to your friends and let's all let nordictrack know that we won't stand quietly by while they rip us off.
A  22nd of Jan, 2011 by    0 Votes
We bought a C-1500 tread mill for Christmas this past year. After picking it up and putting it together (Dec. 24, 2010) the only thing that worked on it was the demo mode. I called Nordic Track and was told over the phone by the tech procedures to take to make it run properly, it didn't perform so they told me a service tech would call and make an appointment in approximately five-seven working days.This never happened and after calling them back they gave me the number of the service tech in my area and I called them to make an appointment myself.
An appointment was made for January 7, 2010. after the tech checked out the machine he wrote in his repair notes that the circuit control panel needed to be replaced, note that this was a brand new machine, never used before. He stated that the part would be delivered to our home address in about 7-10 working days. This never happened. So I called the tech and they told me they had ordered the part and that I should check with customer service at Nordic Track to see why it hasn't been sent.The date was now January 21, 2010
My wife called and they told her that the part was never ordered. They told my wife that they had received the repair order and that noted it had a bad working panel but that was it. Common knowledge would dictate that from that you would send out a new control panel to fix the machine. They told my wife that the part was on back order and that we'd be one of the first customer to receive a new one in about two weeks. Keep in mind that it is now January 21, 2010 and after making a payment on it we had a machine that we still couldn't use not to mention we had already made the first month payment on it. I doubted their claim of when the part would come to us considering all the trouble we had in getting suitable time table and answer before.
I took it back to Sear's were we had bought it and they gladly gave me a credit and the cash payment we had made already.
Bottom line is that I do not have any confidence in their products and would never purchase any kind of product from them again! And I would suggest to them that they have parts for their product in hand, as people do not want to wait over a month and beyond for any kind repairs needed for their machines. Considering this was bought brand new and it has been a month with no working tread mill!
N  8th of Apr, 2011 by    0 Votes
Dear Vermont Customer,
Thank you for bringing this to our attention. I apologize for the frustrations that you were caused by the miscommunication.
N  17th of Apr, 2011 by    0 Votes
I purchased a Healthrider e90 machine from Icon Fitness (same company as Nordic Track) 2 years ago with a 3 year extended warranty. Starting about 6 months after we got it, it started to malfunction. Loud noises, resistance lost and about 100 other problems. We had technicians come to fix it each time and the fixes tended to last 4-6 weeks, then something else broke. Finally after the second year on the extended warrantee the company said we had reached the limit of assistance we could get they offered a new machine at no cost, but we still had to pay $150 for an extended warrantee plus $200 to have the new machine assembled. We got the new machine, a FreeStrider 35 S., and had somebody come to assemble it. And within 3 days (mind you we are two people who use it machine 1 hour per day altogether) the machine is not working. The only explanation I can figure out is that Icon Fitness has these machines manufactured by unsupervised workers in China who do not care if the product works. Indeed Icon does not care either. They make money on extended warrantees. The consumer be dammed. Be very careful with these people. And I hope a dweeb from the company will offer my money back and a service to pick up their junk.
N  22nd of Apr, 2011 by    0 Votes
Thank you for bringing this to my attention. I would really like to look into this for you. If you are interested in having me look over this matter, please contact me directly by email.
Thank you for your time,
N  22nd of Apr, 2011 by    +1 Votes
Thank you. I got a resolution from your company by having your company send $1000 to me. Or at least I was told the money will be sent. I hope that is true. I was offered yet another machine but after my experience with your products I opted for the money. So I am still more than $500 out of pocket even with the refund, as I spent $200 for the assembly, $200 for the previous assembly, $150 for the previous extender warranty. If your company made a reliable product you would have profited from the money for the warranty and never would have heard from me. I have the feeling that many other people have had similar experiences with you. People should be very careful doing business with you. I have ordered a machine at about the same price from one of your competitors. I see no complaints about them on this or any other website. And I am still stuck with trying to find a way of removing your machine from my house. I am having trouble even giving it away for free on Cragislist.
A  30th of Jun, 2011 by    0 Votes
I just got off the phone with Nordic Track service. We purchased a treadmill last fall. We have been experiencing squeaking, debris coming off the belt, etc. Since I purchased a service contract when I bought it, I called to have someone come out and check these things out. The CSR proceeded to tell me that the debris was normal and that I should tighten the belt myself. I asked why if I purchased a service agreement, should I have to do anything myself. He again told me what i needed to do and said there wasn't much point to a tech coming out to do what I could do in 5 minutes myself. We went around and around a bit and and I said I would call back. Then the CSR got obviously frustrated with me and said he would send a technician but they wouldn't call me for a few days and we couldn't set up an appt for several days and there was basically no way I'd get it serviced right away (which I didn't expect in the first place). He was going on and on to the point that I couldn't get a word in edgewise. I finally got him to stop telling me what he was going to do long enough to say that I would call back again some other time. He said anyone else would tell me the same thing. What the heck?! I paid for a service contract and then they keep trying to talk me out of service? then get snippy when I question it? Right now I'm so angry I don't even want to look at the treadmill. Obviously my problems are not nearly as serious as some of the other posters. It's running and I'm not missing parts but the principal is that I paid for something - why shouldn't I get it? I wish I had checked these message boards before buying.
A  30th of Jun, 2011 by    0 Votes
I had the same problem with the elliptical I bought from them. The debris is actually a powder they use in their Chinese factories that is supposed to lubricate the parts. But in more recent machines they have changed it so that they use other lubricants. If I were you I would demand that they take back the machine. You will have endless problems with it.
N  8th of Jul, 2011 by    0 Votes
Thank you for your feed back. I would like to apologize on behalf of our company for the frustrations that you have been caused. If there is anything I can do for you, please feel free to email me.
N  15th of May, 2012 by    0 Votes
Dear friends,
I ordered an elliptical equipment from Nordic and paid for it online around March 27., 2012 I receive a wonderful email from Mr. Jenkins of Customer Sales Rep on that same day. ..assuring me it will be ready in 10 to 14 days. So, I wait a few weeks...By April 15, I followed up and Mr. Jenkins reassures me things are on their way ..just wait another 10 to 15 days once more...By May 3, I am worried ...it seems Nordic has become "Nowhere:. After calling for 1 and 1/2 hours, I get patched through with their billings and sales department...and am given a new replacement order and prompt reassurance that i can monitor the order from the order to shipment with tracking number. All this is possible in 10 to 14 days. They apologize and reveal to me to the shipment was actually attempted but because my phone never worked, It was my fault. However, on review of the phone calls, there were no records of calls made by their freight service to me. It is odd when a delivery has to be confirmed by a phone call when home depot, amazon
and ebay deliver to my residence without problems and hassle..plus no phone calls. guess what ? by May 15, I followup and go through a horrendous 2 and 1/2 hour wait .. no reply...i try their e chat and finally find out they shipped it out without revealing to me the tracking details...what? it is not policy to have the shipper give the details until 24 to 48 hours...what? hERE IS MORE:
THE SHIPPING DEPT EMAILS ME LATER THAT DAY, THEY MADE A PROCESSING ERROR AND WILL THEREFORE REPEAT THE PROCESS AGAIN... Nordic has time and time again failed to deliver on its promises. They say one thing and do the other.
Can i still get my refund? If you cannot deliver the goods, just return my money. I shudder to think receiving a lemon and having to go through lousy service from you guys... from disappointed Marylander
A  15th of May, 2012 by    0 Votes
Just try to get back your money. This is a very dishonest company that produces inferior products and offer terrible service.
N  10th of Jul, 2012 by    0 Votes
My sister bought an nordic track elliptical an didnt use hardly at all so i bought it from her for $600 an used it faithfully for going on 3 years. i am sad to say that it has broken down on me. the craftmen ship sucks. the part where the foot pedal is has broke on both sides due to poor craftmen ship an i had to have my fatherinlaw weld the part back together. now the arm part makes a slaming noies every so often when in use. i would not recemend buying one
A  3rd of Nov, 2012 by    0 Votes
I whole-heatedly agree with this compliant. I bought Nordictrack GX4.0 bike in December, 2011. Just recently, I noticed that the resistance no longer worked. Fortunately, I had purchased the "extended warranty" (notice that I put quotes) during the purchase of the bike. I called the customer service and explained them my situation. I was told that I would have to open it up myself, troubleshoot, and fix it on my own. I was absolutely shocked to hear it knowing it has not even been 1 year since the purchase and the extended warranty would not work. I told the agent that I did not know have the technical expertise to open up the bike and resolve the problem on my OWN, which was the reason to get an extended warranty in the first place!! She told me to look at the manual on Page 21 on how to open the bike and fix it. Unfortunately, I do not have the proper tools. I am absolutely disgusted and disappointed by the type of service and now have a broken bike used barely one year!!! I would not advise anyone to ever purchase a product from this company as they do no honor warranties, and their products are very unreliable.

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