Review Time
We ordered this bike less than a year ago and only used it maybe 10 times. Now the bike will not turn one once plugged in. I have spent countless hours on hold with customer service only for the agent to disconnect the call and NOT call back. I've sent numerous request but nothing. I guess I'm just out of over 1500 bucks maybe more idk. I sure wish I would have done my research! NEVER BUYING ProForm again!!
I purchased a proform pro9000, I have had this for a year and a half. I am having problems with it but can't get through to customer service. I have left plenty of e-mails asking for a service technician to fix it but to no regards. Customer service sucks! They don't help with any repairs. I would not buy another one!
Avoid this company. The service is bad. The treadmill is crap. I paid for the guarantee that cost me $300 for 4 years. I bought it 2 years ago, I called them because my computer was damaged and the legs has rust. After 3 hours on the phone, they told me that they were not going to fix it. And void the guarantee. Now I lost $1,800 + $300 extended guarantee.
I bought the pro9000 treadmill for £2k from John lewis . I did not realise that unless you are perpared to pay the almost £32 per month to ifit , the machine is practiacally useless. You cannot engage any of the systems unless you pay this fee. The machine itself takes an age to heat up in the morning. Most of the money has been spent on their screen, which does next to nothing extra unless you pay the fee. Save yourself a load of hassle and buy a machine in the £700 bracket which will outdo this machine. In other words, if you are not going to join ifit for around £360 per year for a single user, avoid this machine like the plague.
We bought a treadmill in December 2022, received it and assembled, registered on Jan 5, 2023 but the console has a short and we can not get a response from Proform/ifit requests, calls, messages. There is NO human response and you can not get help even though your product is brand new and under warranty. We have been waiting for 4 weeks for a response, but have a treadmill that will not work.
If I could give zero star I would. It’s a terrible company who doesn’t care about customer service. The $2500 treadmill lasted 2 years and when you call for service, you wait 4 hours (literally) to get through to someone only to be transferred and hung up on. Do not buy anything from Proform. Terrible products and service.
Purchased a 4 yr warranty that included a yearly in home tune up. Had some minor noises going on while using our new Carbon T10 and tried to use the warranty we purchased just for something like this. I started filling out warranty requests in Dec 2022 and did receive a response from Proform/ifit (automated I’m sure) that acknowledged the request and said someone would get in touch). NADA after that msg. There is NO human response and you can not get help even though your product is brand new and under warranty. We have been waiting 2 months for a human response but crickets. Only good thing is that it’s still working.
This review was going to start off as a 1 star review. But in the course of the day, things have improved. Here's the story.I bought my ProForm elliptical machine in September, and everything was running great. Until the fan decided one day to turn on and never turn off again. There was clearly a defect with the control board running the fan constant or (less likely) with the fan itself.Contacted ProForm support via their "contact us" website form. They couldn't locate my registration or purchase for the machine, so we had to go through that loop. Correspondence was via email.It took them about 1 week to answer my first inquiry, and then another 2 weeks to register my machine. They also asked for a video and photos of the machine misbehaving. A pain, but OK let's go through the motions. Recorded everything related to the fan, how it turned on high before the machine even booted, how it stayed on high when the fan buttons were pressed. Verified that my software was up to date and that "my cords weren't twisted", whatever that was supposed to mean. Submitted all of this in reply email.Three weeks go by, finally heard back from them. This was literally their response, "That noise is normal and is just the fan to cool down the CPU."Uh no, that's not "normal" noise. I know what the fan sounds like when I deliberately turn it on and what it sounds like when it's off. The fan was not cooling the CPU (I mean, it's a freaking tablet built into the console, it doesn't need a fan to cool it). The customer service agent "Bree" definitely wanted to avoid dealing with my issue and was clearly not skilled enough to know how to actually help.So when I got this email reply, I was beyond pissed. At this point, the only thing to do was to call their toll free number and speak to someone in person. I was loaded and ready to tear someone up.Instead, I got a new customer service agent who was remarkably helpful. I explained the situation, the problem with the machine, the failing response of the previous customer service rep, etc. She took it all in, verified my information and verified the previous response. She looked at the video I had sent and then did the right thing, sent them to the service manager for review.Sure enough, the service manager immediately authorized a replacement console unit, based on the defect shown in the video. The new console should arrive in 10 days or so, with any luck.So yeah, after reading all the very negative support reviews here, I was about ready to concur, that ProForm support was awful. But today's phone-based interaction was much more positive and I am at least back to neutral feelings.I guess if you need help from ProForm, you need to call them and wait for a long time on hold for them to pick up. At that point in time, there might be hope that they can resolve the issue.
I regret buying this so much. We bought a treadmill around November 25th and it didnt work at all, so after many calls with them thtey told us that the console was broken and they would send us a new one for free. The lady said we would receive the console in about 5-10 days, which was already frustrating enough, and it has been almost 3 weeks. I am currently on the phone with proform right now but their customer service is AWFULLL i have been calling for 1 hour and 14 minutes and counting and i still have not been answered. I dont know why its taking them so long, i am about to just be so done with this and return the product which is even worse because now we have to take the treadmill apart…. and put it back into the packaging which god knows how to do. Worst experience ever we just needed a treadmill and now we were left with nothing.
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