nordictrack.com

Customer Service/Parts Department is horrible

*** Updated - 09.09.25 I love trustpilot! I love the fact that NordicTrack gets notified when someone posts a less than wonderful experience here! I do not like that I have to jump through all of these hoops in order to get someone sent to repair something. While I know that Nordic track would love for me to change my star rating, I am not going to do that. The issue happened (this is the second time I have had to come to Trustpilot in order to get NordicTrack to fix an issue. A wonderful, local technician did come to the house and repaired the elliptical yesterday afternoon. I am satisfied with the repair. I just should not have been this difficult to get NordicTrack to do what I had already paid for! 08.15.25 I purchased an elliptical airglide 14I in October 2023 with an extended protection plan. Early August 2025, an annoying squeak started. I greased all the joints but the noise continued. I realized that it was coming from inside the wheel. I read the manual, took the wheel apart and greased the recommended joints inside the wheel. It helped slightly but still annoying. I tried reaching out to customer service, during posted hours, via chat - no one was available, via telephone - no one was available. On Monday the 18th I reached out again via chat - no one was available, phone - no one was available, text - auto reply. I was able to explain via text the issue and was told I was being transferred (via text) to the parts and service team. 3 hours later Aegir is messaging with me but I am no longer at home. I explained the issue again. Sent him my name, phone number (which he was texting me on), and email address and the copy of my invoice. He requested a short video of the issue to be emailed to him (3:38 pm). He would place the conversation on 'hold' until I could send the video. I told him I would be home within the hour and would send the video at that time. A 9 second video was too large to send via email (even if I tried to zip it). I sent it via the text and I emailed him to let him know that the video was too large and please let me know how to proceed. No reply...crickets. Saturday morning 7:49 am, I sent another text. Customer service is not available even though all postings state it is available. Monday August 25th, I sent a text again because there was no chat and no one available via phone. Again, I get the auto reply and answer all the questions. They have no record of my previous texts! Started all over. This time I am texting with Jeremy and again they need the model... and a video emailed. I asked how to send a 9 second video when I am being told it is too large to send. Nothing! No reply! At 8:40 this morning I tried again, now they are asking for a case number. I was not given a case number so that is what I replied. And then nothing... no reply...This is a horrible, horrible way to do business!!!

Date of experience: Aug 15, 2025