Icon Health and Fitness

Dear [redacted], I want to sincerely apologize for the lack of service we offered. After going over your emails and other contacts. We would love to replace your unit. I was able to talk to Nicole, or media rep. She was speaking to you today. She is going to let your know, the process of...

replacement. If you have any questions or concerns your can contact me. I can make sure it everything happens in a timely fashion. I am sorry it took this much to get your machine replaced. Please let me know if you need anything else.

Dear [redacted],I want to apologize for the lack of help from customer service. I want to get you taken care of as fast as possible. Please provide me the best time for contact and best contact #. I will have Cody call you and help resolve your issue's. He is one of our top Ifit techs. Once everything is...

resolved. Tell him to add a year to your ifit account. Please let me know if you need anything else. Thanks for your patience.

Complaint: [redacted]
I am rejecting this response because:
1) The promised refund still has not posted to my account as of 9-4-2015
2) The company avoided responding to the reason for the complaint. This is not a “training” issue involving one employee. It is a matter related to lack of integrity unless ICON/Nordictrack withholds information about warranties from the customer care/warranty department. Here is a quote from what the warranty promised. “The warranty will cover every single part on the product and you will get in home labor meaning someone would come to your home free of charge for 6 years if anything wears out or breaks on it and it will be completely covered. This will also do the preventative maintenance where we will automatically come out once a year to do the maintenance on the product. So, after years of use parts do wear out through regular use, we would then come to your home and replace any wore out parts for you and you will be completely covered.” The customer care/warranty department misrepresented the warranty as a maintenance agreement that did not allow repairs and refused to provide service for this new bike. The company is avoiding responsibility by not explaining the facts.
3) The company response offered a onetime repair of the defective bike instead of removal. This is a nice gesture but the repair would be meaningless since the company does not support warranty service.
This complaint is not resolved until I actually receive a refund and dispose of the bike. I am not here to resolve the company’s integrity problems although I predict the company will be liable for damages in many more warranty complaints based on their current policy of misstating warranties and refusing service
Sincerely,
[redacted]

Dear [redacted], I am so sorry how long your return is taking. I have spoken to returns and it should go through tonight and you should see it on your account anytime this week. If you do not see by Friday please let me know.

Dear [redacted],I apologize for the troubles we have put you through. After reading your complaint I really feel bad for all that you have gone through. I have no problem sending a tech and giving you the 4 year warranty. If this okay please let me know. Also do you have all the parts you need at...

this time? If not please let me know what you do need I will order and expedite them. I do apologize for all these issue's.

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

satisfactory to me.
Sincerely,
[redacted]
  I have been in contact with NordicTrac (Icon Fitness) and they have graciously addreesed my concerns. Their customer service rep (Sonya) did an outstanding job resolving my complant. Thank you for your assistance with this matter.Dick Bokal

Dear [redacted], I want to apologize for the lack of service from us. I have submitted a work order for you. You should hear from the tech within 5 business days. Please let me know how the repair go's.

Dear [redacted], I am sorry you are having issues with your machine. We have setup a service tech to fix your machine. If you do want to cancel your warranty, you will not be able to get any refund. Since the time is prorated, and service already sent is deducted. I am sorry you have had...

issues with service, but we will get your machine fixed.

Dear [redacted],I want to apologize that we did not send service to help with this issue. I would love to setup service for you. I am looking and I do not see that your registered. Could you go online to NordicTrack.com and register it? If not please reply with your contact info, model # and...

serial #. Once I have you registered I will send a tech out.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is somewhat satisfactory to me.
But I'm not happy with the service because I need to wait until Oct 28 for the tech to put the part.
Sincerely,
[redacted]

Dear [redacted], You should of received an email with contact info to get the machine refunded. Please let me know if you did receive it.

Dear [redacted], I want to apologize for the delay in the delivery the part that you ordered. It does look like that part is still currently out of stock, but will ship out to you once we receive them.As for the refund that you have requested, because you have already received one of...

the parts you ordered, we will not be refunding the price that you paid for it. However, I have submitted a partial refund for $27, this will cover more than the cost of the part that have not received, and half the shipping cost and the tax you paid on the order.

Dear [redacted], I apologize for all the issue's you have has with your machine. We have approved for an replacement. I have told you have been contacted, and going through the process. Let me know if you need anything else.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.   Thank you for facilitating; however, I would like to not that the firm has not scheduled a pick up of their product.
Sincerely,
[redacted]

I believe customer received the refund for the Vue, need to speak to customer on this.

Dear [redacted], I am sorry, I forgot to add my info. Justin.L[redacted]@iconfitness.com is my email. I'm looking your account and I see parts setup on the 11th. Was that agent able to resolve this for you? If not let me know.

Still waiting.on 4year full  service warranty agreement from Proform in written documentationMachine was fixed today finnally compliant: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
 We still have not heard back from repairman and...

have yet been able to schedule a repair date. I believe we are going on 5 weeks now since repair request was first filed. They have repeatedly delayed our repair. First with parts delays, and now no response from repairman. We want the total time we have lost to be extended on our warranty. 
Sincerely,
[redacted]

Dear [redacted], I am so sorry for the lack of information from us. I see we are doing a credit of 468 back to you. Have you been informed when the units are coming in? Let me know what you like me to do for you. I also have informed our marketing manger of the issue. Thank you for point...

this out.

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