Review Time
Unfortunately has my experience been nothing but negative. We had issues from day one (white glove was far from “experts” on putting a treadmill together). Both several software issues and hardware. They’re trying to fix the squeaky noise and keep replacing one part of the time so that they don’t need to replace or refund us for a faulty machine. We’re now past warranty and uses the extended warranty and they’re even less interested in making this right. Except for the extremely loud noise when using the treadmill I encountered 2 complete hard stops and got really scared since I could have gotten really injured. The support said it was probably just an update that got installed and restarted the tread. Recently opened yet another claim for them to try to fix this..
The Nordic track brand is well known throughout generations in my family, my grandpa had one, my parents, and even my great grandparents, in which they all had successful experiences. However, my first purchase of a NordicTrack has not been positive. When we bought our bike, we added additional warranty through NordicTrack and are continuing to pay it annually without a working machine. The bike was purchased from a well-known sports retailer several years ago, but failed within six months of owning it. After it failed, I immediately reached out to the sports retailer that we purchased from who stated it was under warranty through the company and to contact them directly. I have tried countless times to reach out to both the NordicTrack directly and through the warranty company we pay annually for “coverage” hoping one day someone will assist. So far, I have several failed attempts at self troubleshooting, and over the phone with assistance, I believe it is the reed switch which is a common issue on the bikes. Meanwhile, I am continually passed off to another with no answer and no resolve to the issue, it is taking up space in our garage and is not able to be used. Although my friends and family have been longtime supporters of NordicTrack, I do not see this continuing moving forward. If you cannot stand by the products you sell and take initiative to resolve dissatisfaction, you will not be in business longterm.
First, I paid extra for the in-home assembly, but the technicians appeared to have never assembled one before. I had to tell them how to put the pedals on. Second, they didn't stay long enough to find out if the machine worked -- it didn't! The resistance is so hard, I can't use it. Third, I called customer service and spent 1.5 hours trying to get the situation resolved. At first they told me it would take 2-3 weeks to get a technician back here to fix it! Meanwhile, I'm paying for the iFit service, which I can't use. When I said it was unreasonable to have to wait so long, they scheduled a technician to come today, only they no-showed!I have an update. A technician came today and inspected the machine. He informed me that the motor was broken. He got on the machine and could barely step down on it himself. He said it was on the highest resistance and didn't permit adjustment. He took apart the machine and identified that the motor was broken. So, the machine, which arrived last Friday, arrived broken. I took several photos. He placed a pen (for writing) in the compartment where the motor is to completely disable the process of resistance. The pen is still there. He will need to order a motor and return, a process that could take up to a month. He said the motor would be sent to me by mail and then I'd have to contact their company for him or another technician to come out. - - - Subsequently, I heard that NordicTrack machines are very poor quality and that many customers are stuck with machines that arrive broken or break down within months. My advice to anyone who once thought NordicTrack was a solid company is to look at the reviews here. Half of them are rated as 1. So, the average of 2.9 is misleading. Half of the customers who buy these and come here hate the product and service. The customer service is abysmal. Purchase at your own peril.
The customer service is absolutely horrendous. It is impossible to get anybody on the phone that knows anything about the treadmill. I just spent two hours just trying to get somebody on the phone. Their online chat through their app kept dropping me. Their phone kept dropping me. When I finally got somebody, they had no clue about anything related to anything NordicTrack. Absolute embarrassment.
NordicTrack/Proform/iFit really impressed me with the consistency of their communication and dedication to making a device failure right. Not only did they initially get a repairman out to my house promptly, when it turned out they could not repair the device in a satisfactory manner they replaced the item.I live in Alaska. Getting it to me is not a cheap endeavor for something weighing over 125 pounds and in a large package with reasonably delicate electronics. They did though with no additional cost (well technically I did pay $49 extra to get an upgrade to a different machine that isn’t even available in Alaska but it was also larger, heavier and better suited to my needs).I won’t lie, it wasn’t quick to get here. This all started back in early June. They didn’t overnight it with UPS or anything like that, which would have been absurd. But it did get here in perfect working order.Thank you all at NordicTrack/Proform/iFit for being so good at what you do.
Company impossible to reach to schedule annual maintenance that I paid for. Looking here, Amazon reviews, BBB - this is apparently a huge problem. I called every phone number - the outgoing message says they are closed for the holiday. Today (July 24) is not a holiday. I tried the chat option - it is a bot that sends you down the same dead ends over and over. I tried the text option. They do not reply. It seems evident that you can't get the scheduled maintenance you paid for, which is fraud.
My original treadmill succumbed to the blue screen of death. I went online to several social media platforms to see how and if it could be fixed. I was dumbfounded by the amount of negative experiences on these platforms about the customer service and repair. Thought I’d get in line with all the bad press and try and get mine replaced. Let me confirm that I had NO SUCH EXPERIENCE with Proform/ifit. From right off the bat customer service was very pleasant and my issue was solved that day immediately. I will be a Proform customer for life. Bravo and kudos to Proform for the excellent customer service not to mention a superior product! Go get you some Proform equipment!
For a supposed global company, they will not recognise global customers. I bought my treadmill in 2023 while living in the Gulf Region and have had several issues with it. Today the floor of the treadmill has cracked (I am nowhere near the recommended max weight). Called their UK customer service centre as this is where I now live, and despite them confirming that there is nowhere to send the registration card to in the gulf region, the 2 year warranty will not apply. This is after the Customer service agent cut the call when I asked how, as a Nordic track customer, they don't honour the agreement that I entered in to with Nordic track as a business globally. For a 4k top of the range piece of equipment this is incredibly poor customer service. This is the 2nd (expensive) Nordic track I have had, and neither has lasted more than 2 years. I would NOT recommend their equipment or customer experience to anyone.Update:Had the machine repaired, at my own significant cost. The engineer knew exactly where to find the crack before I said anything, because, as he explained, it's the most common repair he does, so much so that the design of the new boards has been changed to make them stronger, so evidently it is (or has been) a known issue for some time.In case anyone wants to know, the repair cost was more than the equivalent of two years of gym membership. So what i have now paid for the treadmill and repairs would have paid for gym membership for ten years, so not a great return on investment.
I am absolutely disgusted with my experience with NordiTrack. A few years ago, we purchased a treadmill from them that was clearly labeled and marketed as a commercial treadmill both on the invoice and the machine itself. We bought it for our facility with the full understanding that it was designed and warranted for commercial use. That was the entire reason we chose that model.Recently, the treadmill stopped working. We contacted NordiTrack’s customer service and were told it needs a new motor and circuit board fine, machines wear out. But then came the outrageous part: they refused to cover the repairs under warranty because it was used in a commercial setting.Excuse me? You sold this as a commercial treadmill. We used it exactly how it was advertised and intended to be used. Now you're trying to dodge responsibility by acting like we misused the product? That is misleading at best, and outright dishonest at worst.To make matters worse, I’ve sent emails to multiple NordiTrack customer service channels with no response. Not a single reply. They have completely ignored the issue. No apology. No accountability. Nothing.To all buyers: do NOT purchase anything from NordiTrack. Their products are misrepresented, their warranties are worthless, and they will treat you miserably as a customer. Once they have your money, you’re on your own. This is not a company that stands behind what it sells. Avoid them at all costs.
Bought nordicktrack bike in 2021 for 1600$ worked well until today. Console and bike won’t turn on. Tried all suggestions on line. Unable to talk to live person. On hold two hours. No response from customer service. Only a chat bot. When reach service department, quoted over 300$ just to see bike, with no guarantee can fix it, doesn’t include parts, or repairs. Finding many complaints online about failing consoles that are over 400$ to replace. Left with useless piece of metal. Poor customer service.
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