I owned a NordicTrack C2200 treadmill for 4 years. While I never buy extended warranties, I did purchase their 4 year contract. Right before the warranty ran out, the motor died and the deck broke. Because a deck was no longer made for this particular model, I was given full credit for the purchase of a new model. Of course, no one ever told me about the deck not being made anymore....after waiting for it to arrive for 3 weeks, I had to call the company to find out. So I pick out a new treadmill....the A2750, as it was close to the credit price. Funny thing though, if you were to buy this same treadmill, you would get a 3 year parts and electronics warranty as well as a 1 year labor warranty. Because my treadmill was a replacement for one on an extended warranty, I was given only a 90 day warranty across the board. Same machine, way different warranty. I guess this is their way of selling more extended warranties. I decided not to purchase the extended warranty as I only would be using the treadmill for 6 months a year. Well, sure enough, in the fifth month of ownership, and only 200 miles of use, the electronic console malfuntioned, meaning nothing works....speed, start, off, etc.....totally inoperable. The third call to customer service (wait times are ridiculous) produced the diagnosis....a broken console which would cost 600 dollars for a replacement. They refused my offer to buy a service contract. But the rep was kind enough to offer me a 20% discount off this price.....now only $480 plus shipping.....send me 2 please. Requests to speak to someone higher up were denied. I then wrote a letter to the company and was not even given the courtesy of a reply...totally ignored. So the bottom line is that I received a 1600 dollar list price treadmill which I now have to throw away after 4 plus months of use. Even if I decided to fix it, there is no guarantee this will not happen again or another major problem will not occur. Great to see this company back up their products. Good luck if you decide to deal with them.
Mar 14, 2011
Worst Customer Service Experience Ever by: Melanie
I ordered the Norditrack C900. It arrived at my house with three large cracks, and I never even took it out of the box to see if there was additional damage. So I called customer service. First, I was on hold for over 2 hours. Second, the customer service representative tried to say I broke the treadmill, which would be impossible, I never even took it out of the box!!!! Third, even though their website indicated the item as "in stock" I was told they had none left. Last, once they agreed to take the broken product back they said it would be 6 to 8 weeks before they returned my money because they had to inspect the machine to make sure I was not the one who had damaged it. It was nearly broken in half, how I would have possibly done that, I only weigh 120 pounds! They also refuse to let you speak to a manager and I have not heard from anyone even after sending multiple emails. This was by far the worst customer service I have ever experienced in my life!
