nordictrack.com

Poorly built, very loud, and awful warranty support

In early June of 2023 I bought a NordicTrack 9.9 Commercial elliptical machine directly from NordicTrack. After a few workouts it started squeaking and clanking so loud that the volume on the training app needed to be turned on at full volume to hear the instructor. Within 3 weeks a defective weld at the main upright post (the post that the handles are attached to) caused it to suddenly fall to one side of the machine. Fortunately I got away with a bruised elbow, could have been a lot worse as the pedals seized up from the force of the failure. Over the last 10 days I have spent hours with the manufacturer on the phone to try to get a warranty replacement of the part but they have yet to send a new part because the weight of the upright is not in their system and they cannot process a weightless shipment. The problem has been escalated three times and phone support (apparently from India) has yet to have solved the simple problem. The quality control is awful based on the completely missed weld on the upright and the warranty support is even worse. They have been completely unresponsive to honoring the warranty on a poorly built machine. Back in the dozen workouts before it broke the touchscreen was difficult to use during a workout. The water bottle holder is on a 30 degree+ angle in an almost impossible to reach location. The screen takes a couple of minutes to boot up before each workout. The flywheel cover has the letters SMR in prominent print - I think it stands for Silent Magnetic Resistance but really should stand for Squeaky Magnetic Resistance. I would strongly advise against buying any machine from NordicTrack - I regretted the purchase immediately and a $250 + 10% restocking fee for a return is brutal on a $1,000 machine but I an tempted to take the hit and move on to any other brand.

Date of experience: Jul 03, 2023