• Report: #187430
Complaint Review:

Icon IP - Icon Health & Fitness - Image Fitness

  • Submitted: Wed, April 19, 2006
  • Updated: Sat, May 27, 2006

  • Reported By:Clementon New Jersey
Icon IP - Icon Health & Fitness - Image Fitness
1500 S. 1000 W. Logan, Utah U.S.A.

Icon Fitness - Image Fitness - Icon IP - Icon Health & Fitness I purchased a machine that can not be used and so far has not even been fixed before th 90 day warranty expires. I could not use the machine more than 15 minutes before it broke. Was told today that the parts to fix it will not be in until May 26 one day after the 90 day warranty. ripoff Logan Utah

*UPDATE EX-employee responds: Icon Health and Fitness Ex-employee and former Supervisor

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I just got off the phone with a customer representative and found out that the parts for my machine will not be in until one part today and another part May 26th. I am so frustrated and mad that I just want to throw this machine in the trash and get another one from a better company. I got this machine Feb. 25, 2006 and have only been able to use it for a total of 15 minutes before I heard a loud bang and it broke!

The part that they first said was wrong was ordered and sent to my home as was the part #177035-2 bearings and part #193223- Motor resistance Box. I received these on 3/10/06 and scheduled the repairman to come and fix the machine. The repairman comes and opens the back of the machine and says I never saw anything like this before and says he can not fix my machine. Says it needs a new flywheel.

After about a month I called and checked on the part order and was told that it would be on back order until after the first of the month which would be April lst. I called a couple of weeks ago and was told that it was the pulley and that it was also on back order.

I called today and was told that one part would come in today and that the other part would come in May 26th which is 1 day after the 90 day warranty. The customer service agent wanted to know if I wanted to cancel the order of parts?? How stupid would that be, how would the machine ever get fixed?? I was told that I would get the 90 days warranty starting after the day the machine was fixed.

That is not good enough for me as if I don't put out another $40 for another year warranty if the machine again breaks I would have to pay full price for parts and you don't even send out a repairman. I think that you should pay the $40 for the next years warranty as I have not been able to use the machine except for 15 minutes.

I am going to post reports to all places that I can find to tell about your company and the defective machine that you sold me if you do not give me the 90 warranty and 1 year on top of this warranty. I have alot of friends who could do the same as I have told them about this machine and how I can not use it. i had a goal to lose the rest of the weight that I need to lose and get fit.

Well this machine has been useless for that purpose. Your company will not even take it back and where I purchased it I don't know if they will take it back since the original box was put in the trash in February. Either way I am stuck with a useless machine!
I know know one will answer this email as all of my other ones have not been answered either. But a copy of this email will also be posted with the report that I put on the internet and other places if you do not answer it or at least call or write to let me know what your company is planning to do about this lemon of a machine!

Clementon, New Jersey

This report was posted on Ripoff Report on 04/19/2006 08:09 AM and is a permanent record located here: http://www.ripoffreport.com/reports/icon-ip-icon-health-fitness-image-fitness/logan-utah-84321-9813/icon-fitness-image-fitness-icon-ip-icon-health-fitness-i-purchased-a-machine-that-187430. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE EX-employee responds

Icon Health and Fitness Ex-employee and former Supervisor

AUTHOR: Lydia - (U.S.A.)

I had a suggestion to help you with the customer service department. I used to work there and recently quit, I was also a former "supervisor." I'm sorry that you have to deal with your broken machine. Basically the customer service department is a whole bunch of college students that are underpaid and aren't trained properly. They provided us with faulty information, especially about back ordered parts.

It was very frustrating trying to help upset people with back ordered parts when no one in the company tells you when the parts will come in. The give us estimated times which change almost weekly, so if you end up telling a customer a date it is very likely they will call back and yell at you for giving you the wrong date when it extended yet again. And don't even get me started on the techs they send out. Most of them have no idea what they are doing and take VERY long to actually go out and fix the machines. The way Icon is set up is that customer service reps cannot even talk to the coordinators over the techs or even the people who have information on back ordered parts! It's absolutely ridiculous!

My suggestion to you is to email your letter to cssupervisors@iconfitness.com that way it will get someone who can possibly help you. But keep in mind that if they tell you they have no information, then they probably don't becuase the company has no idea. I know that it sounds crazy but it's true. All the departments don't talk to each other and it is frustrating. But ask them to look into stripping a part off a machine being built or have them talk to their boss to put you on a priority list for the first parts available.

Also ask for some compenstation, it is easy for them to give you something along with your full 90 day warranty back. My advice would be to ask for a free extended warranty so you won't have to pay full price for them. And believe me they do mean full price, the parts are expensive! They don't even cost that much to make but yet they gouge you with the prices.

And to all of you customers out there who are upset and frustrated please have patience on the poor kids who answer the phones. They truly are trying to help but the company has so many d**n policies and rules that keep them from helping you the way you want them to and keep them in the dark as to when parts and service will be available to customers. I hope this helps at least one of you!
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