nordictrack.com

Marginal Design Terrible Service

I have 2 of their high end treadmills for houses in two States. The one I use in GA gets heavy use with my family. I love the machine, routines and the soft board. However the software updates are iffy if the work, the change in control on the touch bad are not intuitive with the prior controls. They are also not generally better. In my case, they lost a large amount of my workouts for the year and they did not seem to have a backup of the data to repopulate. I took a lot of my data and emailed to Stormy as requested and she never got back to my email she requested.Getting support of the phone may take you an hour which is ridiculous for these expense annual plans and machines. To top this off it turns out the screws the use to for the front plate that covers the roller and belt are not properly engineered My roller bar and belt struck one of these that shifted in a sharp decline and it shredded my belt and scored the bar. The repair person that took two weeks to get there due to slow parts shipping blamed me for this. They had set it up and no one had touched it to that point. Since the bar is scored from the improper screw and frame design it will be 2 more weeks and $400+ dollars. Total repair $950 for a poorly designed machineI need to call them when their parts arrive to schedule the technician They do not have an integrated system to track them. I suspect they are all separate systems and we are the bubblegum.I give them a 2 as I like the machine. I would give them a zero on the Software updates, support and improper screws that can cost you $1,000 and have you down a month.NordicTrack has questioned whether I am a real user SO...let's keep all this real visible with the goal of improving the product. Stormy was the customer service rep that did not get back to me about the sw data loss and I provided you with the incident number. Rick Foster @ FitRick was the third party service technician that came to my house to replace the belt last Friday in Roswell GA. He showed me the scoring on the roller bar and it lines up with the screw that is too long and goes through the housing. This is a problem when you are on an extreme downward tilt and would indicate the roller bar is not staying in place at that angle and is coming in contact with a screw that is too long. It could be from when the third party team that were supplied by Nordic to set up the machine used the wrong screws. They also did not provide the front boots for the machine that had to be mailed but I never installed myself. Order# ics 9949159 for fitRick and the belt.

Date of experience: Nov 01, 2024