My repeated customer service experiences with Nordic Track have not been good. I thought it would get easier because of the amount of times I've had to call due to a broken machine. The wait times are extraordinarily long (sometimes over an hour) and my issues rarely if ever get resolved with one phone call. My machine has been broken far too many times in the 2.5 years that I have owned it. I am very thankful that I purchased the extended warranty for this machine. If not I would have been out of pocket for a tremendous amount of money. The helpful hint: Since the product quality is so poor, the least you can do is make the customer service experience as painless as possible. A rep should be able to recall my account information with a phone #. Nordic Track is not the CIA, or KGB...... I don't know why it takes name, phone #, address, model #, serial #, and whatever else you ask for to pull up my account. Besides, I've called many, many times over the past 2 years due to problems with the machine. My name and account info should pop right up! Also, think about a limit to the amount of repair a particular machine should be expected to get. If the machine is broken more than it works over the first year or two (with a wide range of issues) maybe replacing the machine is better than repeatedly putting someone through these awful customer service experiences every 3 or so months. After acquiring all the necessary information take a look at the repair history to gauge the level of customer frustration before telling them that they'll have to do the repairs on their own.
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