Review Time
DO NOT buy from NordicTrack. I bought a bicycle from them and the screen and resistance features stopped working just outside the warranty period. The screen remains black, and the resistance buttons beep, but the resistance does not change. These are the only features that make the bike worth it and they don't work. Customer service is also no help at all. The only thing they could tell me is that I could buy a new screen.
This brand's reputation speaks for itself. I have used their equipment for more than 20 years and they have always been consistent. Thoughtful design, excellent build quality, and great customer service. They have led the industry and evolved with the changing technology. I have tried different brands, but always go back to NordicTrack.
The worst customer service I have experienced. The purchase of C2450 from Nordic was simple enough, then came the delivery of the unit. They scheduled appointment to deliver and assemble. We waited in. The time for delivery came and no contact from Nordic or their delivery partner Ryder. Tried contacting them and nothing. We had no communication at all on where the $2,500 unit we had purchased had gone. We called for 3 days straight with no answer from Nordic. Then on the Tuesday morning we finally got through to someone. They brushed off the issue and said Ryder won’t deliver until Friday. We said fine and scheduled the appointment for the Friday. On the Friday, we called Ryder to 100% confirm this delivery to which they said yes. The delivery window on the Friday arrives and no communication from Ryder. We called them again and we were told that the treadmill never made it on the truck that day so they can’t deliver… we called Nordic to find out if something could be done and they simply said “we’re not getting anywhere with Ryder”. I said I wanted to cancel the order and get a refund to which I was told it would be $250 + a 10% processing fee. So essentially I’d be paying $600 to return an Item I hadn’t received or used. I will never purchase from Nordic again.
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.
Purchased a X24 studio bike. Straight out of the box, flywheel was grinding on magnetic resistance arm. Found multiple loose fasteners on left side of the machine. Once everything was realigned, control board failed on first use. Customer service horrible to deal with, refused replacement unit or refund, sent repair tech to wrong address, failed to order parts tech requested in a timely manner. Still have a brand new broken machine without a confirmed date for repair. They market their products as premium, but it's cheap junk and their customer service is worse.
I have a NordicTrack commercial 1750 treadmill. I purchased it with the extended warranty plan. Recently, all of a sudden my wife's iFit account will not load to the dashboard. I have talked live to Customer service and have been on chats also. In total I have probably spent 6+ hours trying to troubleshoot the problem. So far all they have been able to do is tell me they will give me 15 more days on my iFit subscription and that this is an issue they are aware and doing there best to get it resolved. Since my last conversation "CRICKETS". No update on status. Still can't log in and the people at the extended warranty department tell me because it is a software issue I have to work through iFit even though it may be an issue with the Tablet in the console. I have rebooted numerous times. Went over all troubleshooting items. Deleted and reinstalled software to tablet and still all I have is a $2000.00 treadmill that can only be used manually and a subscription that is paid for that is wasting away. Not happy. They need to be more Pro Active with their customers and keep them up to date on progress, if any, about a resolution to the problem. I received a message from Trustilot asking for more details. I don't know what more details NordicTrack wants it is quite self explanatory in the review. I have a treadmill my wife can't log into and all i I get is that they will add 15 more days to my subscription and that they are aware of the problem and are working on it. I have an I pad and log into my wife's account on it and It is just like what the treadmill tablet used to display but now won't and hasn't done so for more than 2 weeks now.
This was a very disappointing purchase. So many things wrong with the machine. Within 4 years, I needed to replace the motor, I had the bolts supporting the track itself snap in two over 8 times. Every time the track would skid and come to an abrupt stop which is extremely dangerous while running. Now, the latest kicker, the walking board literally snapped in two while I was running on it. That shouldn't happen - I only weigh 185 pounds.
The setup of our new RW300 was straightforward with clear instructions. I also had a quick question and NordicTrack's support was helpful and responsive. It made the whole experience even better. This is our second Nordic track product and the quality and support are unmatched. This is an incentivized review.
This review is actually in reference to Fixness Equipment (fixnessequipment dot com), which is an authorized service provider for NordicTrack. Fixness customer service is phenomenal. Highly responsive, prompt, efficient, accessible, and, most importantly, very technically proficient. They've serviced two pieces of our home fitness equipment and we couldn't have been happier with the service. We've used Fixness for just NordicTrack equipment, but I'm sure they're equally capable with multiple brands. Should we ever need our fitness equipment serviced again, we'll definitely be reaching out to Fixness.
I have a treadmill that I have purchased and now a rower from Nordic Track and I love their products. I love the workout programs that are included in their IFit membership. Never again will I have to question what I want to do in my next workout. I completed the 10K series in the Azores, and it was beautiful and definitely stepped up my running game. I am now beginning a program with a 20-minute workout for rowing. I am always excited to find out what is next. I think the quality of the exercise equipment is top notch, and anytime I have an issue, customer service responds quickly.
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