I purchase an Epic 450 MX theadmill manufactured by Icon Health and Fitness on-line from Home Depot. I took delivery and my husband and I put it togather. I read the entire User's Manual before trying to use it.
I used it once but when I went to use it a second time it started to incline and would not go back down. I immediately starting trying to get though to the toll-free customer service number.
I have now been trying to call customer service for a week. I have yet to talk to a person. I have left my phone number more times than I can count. The automated customer service number says you will receive a call back within 24 hours, but I have yet to receive a call back. I have emailed the company several times and have yet to receive a reply.
To make matter worst, the toll-free customer service line is not even open the hours stated on the User's Manual.
I work in the service industry. The company I work for prides itself on providing our customers the best customer service possible. We track each call received and if an employee does not return calls they are released from employement. Icon apparently does not even care about thier customers and does not back up thier products.
My theadmill comes with a 10 year warranty, but what good is a warranty if you can not get in contact with the company!
I wish I had researched Icon before I purchased this theadmill because now I have found on several web sites other people which have experience the same complete disregard for customer service.
I am lucky that Home Depot has a 90 days return policy. I have decided to return the theadmill. Now I have to figure out how to package a 200 pound theadmill for shipment.