Icon Health and Fitness

Complaint: ***
I am rejecting this response because: The tech came out on Thursday 8/25, he replaced the reed switch, electrical board and the consoleThe machine worked while the tech was hereOn Friday 8/my wife used the machine and once again the cadence stopped working and the pop up screen for "resume" or End workout" came up every secondsI tried calling on Friday but sat on hold for over minutes without an answerAt this point I want a new machine and the current machine removed from my house free of chargeI would like someone from Nordictrack to call me by Wednesday 8/to make the arrangements to replace the machineI am tired of calling them and wasting my time sitting on hold.
Sincerely,
*** ***

I apologize for the inconveniencesWhile looking at your file, I see a PR has been submittedThis should allow you to upgrade to a new machinePlease let me know if this has happenedIf not I can upgrade you to a new machine

Dear *** ***, I am sorry for how long this has takenI have approved for replacement or refundYou will receive an email for our product resolution deptPlease follow the instructions in the emailIf you have any questions please let me know thanks

Dear *** * ***,I want to start off by apologizing for the poor delivery experience that you have hadAfter reviewing your account, it does state that your machine was lost in shipping so a new order has been placedThe order number for this is ***, please allow 10-business days for
your new machine to be delivered

Dear *** ***, I apologize that you haven't been helped with all your issue'sOn the heart rate monitor, it looks like the console doesn't work with the one that comes with the watch'sI am going to order the proper one for youIt is out o f stock, but we should be getting them any day
Also are your watch's working now? Do you need any help with them? If you have more questions please let me know

Complaint: ***
I am rejecting this response because: The offer for "some credit" is too vague I would like the elliptical I ordered (in a timely fashion, meaning within the next week) with a $refund
Sincerely,
*** ***

Dear *** ***,I apologize for not answer the full questionHere is the tracking link for your new product***It is in transit right now

Complaint: ***
I am rejecting this response because: I appreciate that you are finally
understanding the issues I have had with getting my machine serviced and that after two months, going on three now, that the machine is still not repairedI appreciate that you have offered to replace it and might refund itHowever, might is not a guarantee, which is what I want at this pointI am tired of having to jump through hoops and want this resolved this weekI would like a clear statement of yes you will refund the full purchase price, the full price paid for "white glove" service and fully refund the amount paid for the extended warrantyIn addition, I want a clear statement that there will be no cost to me for returning the item either in shipping or handlingI want a clear promise that you will arrange for the item to be packaged and picked up from my residence for the refundI want all of this in writingAdditionally, I want to know exactly who I should contact regarding this refundOnce I have that in writing, I will accept your response
Sincerely,
*** ***

Dear *** * ***, I am so sorry for all the trouble we have caused with our machineI see we approved for an replacement, I am going ot have a returns agent call youThey will be able to order you a new machineIf you have more questions please email Justin.l***@iconfitness.com, we
will make sure everything is resolved

Dear *** * ***, I want to apologize for the poor experience that you have had with our company while attempting to get a refund on a service that was not completeI have gone ahead and issued back a full refund for you (reference #***), please allow days for this to reflect back
onto your card

Dear ***,I do apologize for the inconveniences you have received with your Proform machineI can understand your frustration with having a unit with issue'sI would like to have a tech come out to check your unitI want to try a different service companyIt sounds to me the tech isn't
preforming his duty'sIf the new technician states it is un repairable. I would love to get that replaced for youI will have a service order setup and have you contacted soonThanks for your patience with our company

Dear *** * ***,I apologize for the inconvenience you have gone throughI would love to get you refundI went to place it, I cannot unfortunately since you did a disputeIf the dispute is dropped I can proceed with the refund

Dear *** * ***, I am sorry about the restocking fee, but the was part of terms when you purchased the unitsI would of been able to refund them for you, but its over a year since purchaseThere isn't much I can do for you which I am sorryI could offer to sell you one of our products
at a discount, to make up for thisUnfortunately there isn't much I can do

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

Dear *** ***, I want to apologize for the confusion and shipping issue'sWe have to stop switching address's after orders, because of the high fraud riskIn which I apologize that you were affected by itI have spoken to returns and we will do the full refund

Dear *** ***, I do apologize that your machine has never worked for youI have sent your info to our Product Replacement DeptThey will send you an email with instructions on how to get your machine replacedIf you do not see an email by Friday let me knowI am sorry for the
frustration we have caused

Dear *** ***, I am sorry that our machine has broken down againI see you spoke to Bayon today about the issueI will flow on bayon's lead, that we need to try to fix it one more timeIf it does fail again I have no problem looking into a replacement as well

I do apologize for the inconvenience with your machinePlease keep me up to date on the issueI will do what ever it takes to get this resolved for youThanks

Dear *** ***, I am sorry that no one has responded back to youWhere did you send the warranty requests? I can't seem to find any with your email you providedIf you also let me know what's wrong with the machine, I can get parts and serviceI will need the model and serial #

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***