NordicTrack
Reviews and Complaints

On February 27, 2010, I purchased a Nordic Track treadmill from Sears in Jacksonville, AR. From reviews, Nordic Track was rated top of the market. After testing several models I selected the T9 ci model. I paid $999 plus tax for the treadmill. I also paid $199 for installation and $275 for the 5 year extended warranty.

I was very excited about my purchase. Sears scheduled delivery and informed me that Nordic Track would be calling to set up an installation appointment. After a week, I still did not hear from anyone. I called customer service. After several calls to customer service across a three day span, finally a tech contacted me to set up installation.

It took the tech 5 hours to install the treadmill. The reviews on your website state customers were able to put it together in 2 or 3 hours. The tech said the wire was not long enough but he would make it work. The heart rate mechanism would not work correctly. The belt stopped working on day 3. I calledcustomer service on March 13. After following the troubleshooting instructions, the customer service rep instructed me to follow the steps to remove the motor cover. After the cover was removed, to call back and get more help.

I informed the rep that I paid 199 to have it installed. Also, why would I go through the trouble of removing the cover only to call back and be placed on hold again? I asked the rep if his time was more valuable then mine, a customer. He told me he was not allowed to stay on the phone long with customers. I insisted on a repair appointment. For 199, I should not have to remove any covers or try to fix any wiring issues.

I was told that a tech would call within 3 to 5 business to schedule repair. Friday was the 5th business day. I begin to get considered because no one had called. I had the same problem during installation and a supervisor had to escalate the issue to get it resolved. I called customer service on March 19th and requested a supervisor. I had to argue with the customer service rep for 30 minutes. She refused to give me a supervisor. Then she put me on hold for 20 minutes and came back to inform me they were now closed and someone would call me on Monday.

I called back and got a different rep. I was then informed the call center was 24/7 but supervisors go home at 6pm. She informed me she was escalating the issue with the tech and putting in the forms to have a supervisor call me on Monday. By Monday afternoon, no one had call. I called back only to be told that the supervisors were in a meeting all day and someone would call before the night was over. Again no one called. I then calledSears. After telling my ordeal to the store manager, he offered to escalate the service call. I informed him that Nordic Track had lost me as a customer. I did not want to be stuck with a machine that I could not get serviced in the future. The treadmill will be returned to Sears for a full refund.

I wrote a review on the website and your company refused to publish it. I’m writing you this letter in hopes that you will address the issues inCustomer Service for future customers. I personally will never deal with your company again. I have also enclosed a copy of the review I submitted and the response from an online representative over a week later. Clearlycustomer service is not a high priority with your company. Your technology is at the top of the market. I felt I would get the level of service of which I paid. I was gravely disappointed.

Dear Customers,

I work for Nordic Track in Customer Service. I realize that by coming to this site you are either venting your frustration in an effort to get help or doing research on a new purchase. I am committed to providing first rate cutomer support and do apologize in advanze for issues you are having. Please contact me if you need any assisstance with anything and I will be able to help you.

Thanks
[protected]@gmail.com

Nordic Track is Irresponsible with its service warranty. Huge delay in getting service (have not yet received), rude customer service. They take you money for the warranty but don't want to follow through on providing the service. Rating should not be "Please Improve" because I feel no need to be civil with this company after the treatment I have received.

Details:
I got a Nordic Track Treadmill from Sears and bought an Extended Service Warranty, which is serviced by UTS. This has been the most annoying and unhelpful company ever in getting service on a warranty.

I called over a month ago, and had the hassle of not being recognized in their system even though I was looking at the receipt with my warranty information on it. After that was figured out no thanks to them, I scheduled service. They wanted me to give them the details of what was wrong and then diagnose it over the phone without ever having seen it. Then, they would ship out the parts, which were on back order and took half a month to get to my house. AFTER that, I was expected to call the local sub-contractor to get service. The local sub-contractor came in the beginning of October and realized they had diagnosed the wrong thing and ordered more parts from UTS. That was in the beginning of the month. It is now almost the end of the month and I have yet to receive three parts that are needed. This is over a month since I first reported the problem

I have been very persistent in following up, and have received rude or flaky customer "service" every time. They would tell me parts shipped that day when in fact they had not. They would give me no ETA for when they could ship those parts. In fact, one woman would not hand me over to her supervisor after I told her I wanted to speak with them about the fact that it was over a month. She had the gall to tell me I should cancel my plan.

They take your money and run. Nordic Track and Sears, both of whom I used to respect, should be ashamed of handing its warranty plan over to such an irresponsible corporation.

I have a Nordic Track Eliptical it continues to have the same problems. I bought my extended warrenty through Sears at the time of purchase for 3 years. Sears sold my warrenty to UTS who now services my eleptical. I have called to have my product serviced and it has been a month now with no one from the company contacting me on when they will come and fix my machine. I have called UTS multiple times and they keep telling me wait till I get all the parts. I expalined I had all the parts I needed, and they proceeded to tell me that the tech who was out a month before said that I needed new parts which he orderd only after I reported a second problem. Bottom line is the UTS company is less then helpful in getting the repair company that they hired to actually come out and do the repairs. There is no accountibility, I continue to have the same types of problems and they delay in getting the repairs done. Its almost like they think if they stall enough the warrenty will just run out and won't have to honor the contract. These extended warrenties are rip offs, I asked to speak to a supervior at UTS thye would not let me, I keep getting the run around and I feel like I was cheated out of my money. When I purchased the warrenty they say 3 problems in 3 years and you get a new machine, well that statement has been modified to 3 problems with in 1 year and they will replace it. What a rip off!

Bought ASR 700 Illiptical machine in Sears store in Wichita, Ks. on Dec. 1st. They were to have been delivered to Garden City Sears store on Dec. 5th. It did not get there unti Dec. 14. While trying to put it together I am missing parts and have parts that do not go with machine. I have ordered parts that I know for sure I am missing at present time but will not know until I get further along what else is missing as nothing now is numbered or lettered. I can call you and you will schedule a time to put it together for a minimum of $115. I have most put together now.

I am very disappointed in the packaging of this product.

I submitted an order on the NordicTrack Website on Nov 26, 2007. On Nov 28, we were contacted to review delivery information. On Dec 3, we received an email stating our elliptical had been shipped and we would have it in a few days. It is now Dec 11, we still do not have our product. There is no shipping status on the Freight Company website either. We called to inquire on the status of the shipment and were provided with the freight companies phone number. Called them, they have no information on our shipment. NordicTracks repsponse: it may not have been scanned yet. The truck will not go out with 1 item on it. Nordic Track's website states an item will be received within 2 weeks. I ordered from NordicTrack instead of Sears because I thought I would get better service.

They lack extreme customer service skills. Do not offer expediting of parts when products have not been packaged. Treats customers rudely, not good with problem resolution. Expects customers to eat up costs for their mistakes. Purchased treadmill and cannot use until part that was not packaged to put machine together is sent. Stated I am responsible for the cost of having item needed sent overnight. Then tells me to throw extra item away when I asked if I should return part I don't need, but they're concerned about being cost effective.