proform.com

Purchased a ProForm C7L from Lowes on…l

Purchased a ProForm C7L from Lowes on 1/11/22. I brought the bike home and assembled it Immediately. I was so excited to finally have an at home spin bike to take a spin class, after an-almost two year span of not spinning because of Covid. Got on the bike took my first class and began to think the resistance is too high like climbing a step mountain the entire ride. l call ProForm/IFit who ever this company is and am on hold for almost an hour! This is completely unexplainable. Horrible customer service. I finally get a person who requested that I download an app to my phone, so they can see my bike and diagnose it. Mind you, this bike has only been out of the box for a few hours. I’m told by the person during this call that the resistance motor is bad and they will need to send me a new one to replace it. Oh wait it gets better I’m told I have to replace the part myself and that it will take over a week to receive the part. Great Customer Service here. First impressions make or break a company you clearly did horrendous here. Again, this bike was fresh out of the box! So I have to fight with the representative to have a part fast tracked to me. The part arrives today 3 days later with absolutely no instructions on how to install the part. Again, this was a brand new almost $1000 bike. This was brilliant of ProForm/IFit customer service. Send a part and no install instructions. I tried to change the part my self and found I could only get so far. No none answered the phones when I called for help. Again first impressions mean everything. You completely dropped the ball here. So my spin bike is completely useless and I can’t get a straight answer from anyone. I wonder if Peloton customer service is this horrendous? I’m guessing not. Shame on you ProFrom for letting your customers who have trusted you with their money and expect you to provide a quality product to be let to hang out to dry! At this point in time I’d rate your company a neg 20. Shame on you! What I do know is I was not looking to buy a new piece of equipment, bringing it home , assemble it, and then have to try to repair it. I should have spent the extra money and brought a Peloton!This is an addition, in response to ProForms’ response. So I have come to find out that I have been sent the wrong part! Yet again, this is great customer service. So now a second part was ordered. I was told that that part would be fast tracked to me that was Saturday 1/15 Another lie! Today Thursday 1/20 that part has been stuck at the local post office in Salt Lake for the last two days and hasn’t moved. So this clearly wasn’t a fast tracked package having been sent via the US post office. With the original order for the replacement resistance motor was the replacement for the bikes defective handlebars. Yes, the handlebars were also defective out of the box. The handlebars haven’t shipped it’s been two weeks! Great customer service on Proforms behalf. Two weeks and the part hasn’t been shipped and no update from ProForm. I’m guessing they will come without instructions too! During the call on 1/15 ProForm said they would send a service technician to replace the resistance motor. Today 1/20 I get a text from ServiceRX telling me they won’t even schedule a service appointment until I have received all my parts! They also know nothing about the defective handlebars. So ProFrom…where are my parts? While ServiceRX was extremely helpful (unlike ProFroms’ support) they told me once I have the parts I can call to schedule service. However, it could be another 3 weeks to get a service appointment. It this point in time I frankly feel that ProForm should ship me a new bike and take this one back. And as your response said…I did call you today. I spent an hour on hold and finally hug up. Yet again, great customer service. In fact, absolutely brilliant that you’d publicly give me a case number and tell me to call. What good is a case number if you can’t get a person to help you? ProFrom what is it going to take for you to make this right?

Date of experience: Jan 15, 2022