Nordictrack Customer Service Issues

I am experiencing difficulties with technical support. I successfully registered my product twice, however, when I attempt to seek assistance for my malfunctioning Silent Magnetic Resistance unit on my Studio S22i cycle, my telephone number is not recognized. Despite multiple attempts to troubleshoot the problem, I have been unable to connect with a representative. All the phone numbers lead to the same automated message, causing frustration. I made a 75-minute unsuccessful call last night and even attempted to calibrate the incline unit on my own, but the issue persists, making it impossible to use the bike due to the pedal's excessive resistance.

I recently purchased a new rower from Nordic Track, but unfortunately, it came with a faulty pulley system. I haven't been able to use this brand new device because of this issue. It has been almost a month since I placed my order and received it, but I have yet to receive the parts promised or information on a local technician coming to fix it as part of my service plan. My case number is [redacted]6 and part order is ICS[redacted]. I am unsure if the ordered parts will solve the problem, given that the tracking number from USPS indicates the parts have not been shipped yet. I have been on the phone for 1.6 hours with customer service, and the call abruptly ended. I am very frustrated with this experience and would appreciate any assistance. I have been a loyal Nordic Track customer with a treadmill and bike but am reconsidering future purchases due to this rower issue unless it can be resolved promptly.

I placed an order for a treadmill on 11 January [redacted]. The sales agent assured me that since it had just been listed online, I would be among the first to receive it. After an email promising shipping within 10-14 days, February arrived with no updates. Upon inquiring, I was informed it was out of stock and on back order. Come March, the delivery service reported it was damaged in transit and sent back. Today, on 5 April [redacted], I was informed the item is still out of stock, with an expected shipping date of 18 April [redacted]. Facing long wait times on customer service calls without callbacks, I finally managed to speak to a helpful representative who advised me to call back on 20 April [redacted]. Waiting four months for a new product is unreasonable. I believe a gesture of goodwill is warranted, such as waiving any extra charges for delivery and removal of my old treadmill once it finally arrives.

I own an S22i bike, and the resistance is acting up. I contacted NordicTrack, and they referred me to Novo Gym Repair. After receiving the parts, the technician, Anthony, came to install them but ended up damaging the bike further. He claimed he couldn't complete the repair without replacing the crank. Despite multiple attempts to contact Novo Gym Repair for updates, I have received no response. My bike has been unusable for over a month, and the customer service experience with NordicTrack has been frustrating, with long wait times and no resolution. I urge Icon Fitness to provide competent contractors who are prompt in their responses. Novo Gym Repair has not fulfilled their responsibilities adequately. - P.F.

In June, our iFit exercise bike malfunctioned. After reaching out to customer service in July, they instructed us to disassemble the bike for troubleshooting, causing my husband to injure his hands. Months passed until we received the necessary parts for an in-home service appointment. Wanda from Affordable Fitness conducted the service and declared that the bike needed a new monitor before leaving. However, as of yesterday, December 6, we discovered that the monitor had not been ordered when my husband contacted iFit. Despite the lackluster service, the technician advised us that our only recourse is to share our experience on social media via video.

We submitted a customer service request on November 3, [redacted], and as of today, January 6, [redacted], we have not received any resolution. Instead, we have been consistently given the runaround. Initially, we were told to register the product, which we had already done and even submitted a screenshot of our registration. However, we received no response. After 14 days, we were asked to provide more information, which we had already given multiple times. When requesting a supervisor's email, we had to wait another 14 days. Eventually, we received an email for a supervisor on December 14, but have not heard anything since. Despite reaching out on December 29, we are still met with silence. It is evident that NordicTrack does not support their product, and we regret our decision to purchase from them.

My NordicTrack Commercial [redacted] is stuck in a reboot loop. I contacted iFit support on December 15th and spoke with a representative named Jonathan. He assisted me with troubleshooting and indicated that a replacement tablet/screen was necessary. After waiting for 90 minutes, the process was not completed. Later that day, I opened case number [redacted]8 and received a confirmation of a follow-up. On December 19th, during an iFit chat with a technician named Shelbie N., I was informed that due to being out of warranty, a $[redacted] fee for a technician was required (SO-[redacted]). Despite the payment, no further communication was received within the specified 3-5 days. Subsequent attempts through chats on December 27th and today were also unsuccessful. I am eager to have my treadmill repaired as I already paid for the service nearly a month ago. Thank you.

I bought a NordicTrack treadmill, model NTL14122.2, on September 20, [redacted], and opted for white glove installation on September 29, [redacted]. The installer struggled with the assembly, taking longer than expected. I have used the treadmill around 15 times for various workouts. On January 20, while running at a 5% incline, it made a grinding noise, causing screws and a washer to come loose, leading to the separation of the running deck from the frame on the left side. I suspect a bent bracket or similar issue. Despite multiple attempts to contact customer service, with each call lasting over an hour, I have been unable to get assistance. I am currently waiting on hold for 47 minutes and counting. I now wish to return the treadmill and receive a refund due to the poor customer service experience and the treadmill's malfunction.

I own a Treadmill Commercial [redacted] model with the number NTL14221K12F. I have been trying to contact your company since early December but have not received a response via phone, email, or online ticket submission. Despite sitting on hold for 30 minutes and leaving a callback request, I have not heard back. An on-site technician identified the need for parts replacement covered under warranty, but without communication, I cannot proceed. I am frustrated and would like assistance to order the necessary parts to fix my treadmill. Please reach out to me promptly to provide guidance on resolving this issue. Thank you.

This morning, I sought assistance online for an electrical issue causing smoke on my commercial [redacted] treadmill. I have an active support contract and was assigned case number [redacted]. I was informed that a customer service representative would contact me soon. I have a few inquiries: - How soon can I expect a response? - Is there a way to check the progress of my request? - Can my iFit membership be paused while my treadmill is out of order? I don't want to pay for days when I can't use it. Thank you, PeterC.

I won a NordicTrack treadmill, the Commercial x11i, but I'm not sure if it will fit in my house. It was delivered to my garage and remains unopened. Can I return it and receive a refund? I've been researching the space requirements, found the measurements, considered the ceiling height needed for the 40% incline, discovered its weight, and wondered about assembly costs to determine if it will fit in my space. Despite searching online and making calls, I was on hold for 1.5 hours without assistance. Please help me find a solution to this issue.

This is my third time requesting a repair for my NordicTrack [redacted]. I've already gone through this process, so I understand it well. I've contacted customer service twice and dealt with two different representatives. They both struggled to process my credit card payment of $[redacted] for the service. This payment would allow a technician to contact me and start the repair. My treadmill has been out of order since last Monday, and I rely on it for my fitness and mental well-being. I'm starting to consider other brands even though I don't mind paying for quality equipment. When I bought my NordicTrack treadmill, I expected a high-quality product. Your customer service reps are hard to understand and have a generic and patronizing tone. It seems like your customer service system is dysfunctional and incapable of solving my problem. Please connect me with someone who can actually help so I can pay for the service. It's frustrating that your system is preventing me from paying for a solution. Please find a way to bypass this issue and connect me with a service representative promptly.

I received a call from a representative at NT at 8:46AM regarding a potential order cancellation by carrier Select Express, which would incur shipping charges. I have not canceled the order and contacted NT's offshore customer service, who confirmed my order is still active. However, the issue persisted, so I reached out to NT customer service shortly after to address the problem. During this call, the agent mentioned that NT's records indicated a cancellation message from Select Express. They assured me that the matter would be escalated, and I should expect a response next week. Unsatisfied with this explanation due to the circumstances of the cancellation claim, lack of package security, and my significant investment, I expressed my discontent. When inquiring about the CEO, I was told their name was unknown. I requested to speak with billing but was informed that the treadmill was with Select Express ([redacted]). Since my concerns were not resolved by NT, I tried contacting the carrier and was assured a callback by the end of the day. I find this level of service unacceptable from a major corporation selling high-value products.

I purchased a new elliptical on November 20. After my husband assembled it on December 25, I discovered the console didn't work at all, only emitting a clicking sound from the speaker area. Following a call to customer service, I engaged in extensive troubleshooting with Jose Castro from the parts department, using a "Visual Support" app he had me download. Despite spending nearly an hour on the phone with Jose, we couldn't resolve the issue, eventually leading him to determine I needed a new console. However, they were out of stock and it would take 4-6 weeks to receive a replacement. I expressed my dissatisfaction with the extended wait time and the fact that my model is no longer available for sale. I initiated a formal refund request on December 29 and was told to expect a response within 24-48 hours. As of January 6, I have yet to receive any further communication.