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Nordic Track Horror Story

579286_screaming.jpgIf you bought fitness equipment and it was covered by a year long parts and labor warranty you would expect that if the machine went wrong in the second week you would be fully covered for repair wouldn’t you?

Me too and Noridic Track buyer Howard Baulch thought so too.

But not according to Nordic Track Customer Services department.

Howard writes  that his Nordic Track Audiostrider 990 has not worked at all since he received it late December. Nordic Track suspect a bearing problem yet they are trying to make him pay for parts delivery and call out charges in the second week of ownership!

See the full tale here Nordic Track Audiostrider 990 customer service problem.

Hopefully with a bit of publicity Howard will have better news from Nordic track soon. But whatever happens in the end, this sorry tale shows a complete disregard for customers at a time when I would have thought every customer should be treated like gold dust.

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8 Responses to “Nordic Track Horror Story”

  1. Jan on April 22nd, 2009

    Howard has now emailed me to say he has updated his web page as the problem is now resolved – but what a long time to wait from December 08 when the problem occurred to April 09. Nordic Track did fix the equipment at no cost in the end but it took quite a lot of persistence.

  2. Datsun on November 25th, 2009

    I just purchased a Nordic Track Incline Trainer and then came across this posting. I tried to cancel my order, but the unit had already shipped. I had no choice at this point. I waited and hoped it wouldn’t have any problems like harold had.

    To my suprise my incline trainer arrived about a week after ordering it. Assembly wasn’t a problem, everything went together just fine, except there was a broken part, probably from shipping because the box was damaged. I called Nordic Track, waited about 20 minutes on hold and the nice customer service rep said they would get the part sent right out. Thinking that I was going to have to pay I asked them about their notorious fees. They said they used to have those fees, but not anymore.

    As promised the part arrived well within the 7-10 days of shipping and processing time. The part was easy enough to install and I didn’t want a tech, even though they offered.

    All I can say is that I am more than satisfied with Nordic Track and their service and have since purchased an Audio Strider that works perfectly.


  3. Kari on January 7th, 2010

    I have a similar horror story. Bought the A2350 treadmill and it arrived on 12/15/2010. It was a lemon. It never worked properly from the beginning and I have not been able to use it. I have had parts ordered and there are still parts on” Back Order”. Even the repair guy they sent out agrees, there is no hope. The several times I have called their customer care, they are not trying to resolve the issue. The motor was bad, the frame was bad, the electronic console doesn’t work, and oh yeah, they didn’t send the complementary “I-Fit ” card either.
    This company still has not resolved the issue. Do not buy a Nordic Track, customer care does not exist, and you are only wasting your money and more importantly your time.

  4. Faith on February 23rd, 2010

    Thanks for these comments. I was about to purchase a Nordic Track, but decided ti first looked on the web for reviews from previous customers. This has probably saved me a headache. Thanks.

  5. tyrone on March 4th, 2010

    This is interesting. I am on my SECOND incline trainer and it is starting to act up too. the first one received 1/07/2010 took a crap after 25 days. The belt would not even move on speed number one and it made this extremly loud clanking sound when you walk or ran on it after the second week of having it. since I was within the 30 days Nordic Track let me exchange it with no problem. So they sent me a second one. The second one just started giving me problems 5 aroud 02/27/2010 days ago. Oh by the way, the second unit was professionally assembled so it has nothing to do with how it was put together.

  6. Jan on March 4th, 2010

    Hi Tyrone

    let us know how you get on with getting your second Nordic Track treadmill replaced/repaired. This is so frustrating when you just want to get on with an exercise program. Hope you get your problem solved. Jan

  7. Jesse on March 23rd, 2010

    Hello All,

    My name is Jesse with NordicTrack. I’m sorry that you guys have encountered problems with your equipment. Send me an email and I can assist you if you are waiting for parts or service or anything else. I’m happy to get involved.

    Please send me an email at (email removed), it will get forwarded to my work email.

    ****Note email removed as I was worried this message was not genuine. If the company is going to solve problems why would the employees need to get complaint email at home? Why can we just not call NordicTrack customer service and have our problems solved??? Jesse, if you are who you say you are, please explain more. Jan ****

  8. Pat Brown on November 8th, 2010

    I have similar expierence with NT. No care for the customer at all. I on Sunday what I assumed was two screws. When my order confirmation came back it was for 1 screw…. – one screw about the size of a ball point pen. $13.63 – 19.02 in shipping. Almost $36 for one screw! I need two…so I imediately emailed “customer Service” as such. The next day Monday I called rigt at opening 7am MST and was told my order had already shipped and the nothing could be done. I would have to order another $36 screw. “Sorry Charlie…”
    I will never buy another NordikTrack product.
    Pat Brown
    Austin Tx

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