Report: #622486

Complaint Review: NordicTrack

  • Submitted: Mon, July 12, 2010
  • Updated: Thu, July 15, 2010
  • Reported By: ShopperX — Sykesville Maryland United States of America
  • NordicTrack
    1500 South 1000 West
    United States of America

Show customers why they should trust your business over your competitors...

I am writing to tell everybody about my satisfying experience with NordicTrack. Not! Since I purchased their sport bike I have had gotten nothing but disappointment with their product and service. Where should I start with this one? I like to use humor in my reports, so let the funny ensue. I believe I purchased the bike in March 2010. First of all, the seat of the bike has got to be the most uncomfortable seat I've ever had the experience of using. You have to sit on it in certain way, and if you sit on it any other way it hurts like all hell. Either it kills your butt, or it feels like somebody is kicking you in the testicles. You have to sit on it just right. Compare this with the bike I use when I go to the gym for their spin class. That seat is nice and comfortable. You can sit on that anyway you want and not feel anything. That's the way a bike should feel. NordicTrack, while I admit when I go to use your bike I want a workout that "tears my a*s up" I do not mean that literally. Ha! The next problem I had with this bike is about a month after I started using it. The pedal snapped off in the left crank, so what do I do? I give NordicTrack's customer service a call to order a new left crank and a left pedal. It was durring this conversation that the customer service rep told me that it would take a month to get the replacement pedal to me. I was shocked! It takes more then a month for NordicTrack to have a replacement pedal sent to one of their loyal customers? The reason I say I'm loyal is because I've purchased at least 3 treadmills from one of Icon's other companies, Pro Form. I also just purchased a weight set from Weider. Icon Health & Fitness owns all of these companies. Anyway, it should not take more then a month to get a replacement pedal for a bike. That's like if you took your car to the dealership and they told you it would take over a month to get a replacement accelerator. The next adventure in my experience with NordicTrack went down when I recieved the replacement crank about a week later. I have to say I was impressed. The part was shiny, new, and beautiful. Just one problem. It was the wrong part! LOL! They sent me the crank for the right side of the bike instead of the left side, so once again I call Nordictrack to report the problem. I was very nice to them and they were nice back and reordered it for me so I wasn't really that upset about it. A week later I got the right part, which definitley scored points with me. Ha! I actually got what I ordered. That's always a plus NordicTrack. I installed the left crank and waited patiently for the left pedal to arrive. About 2 months from the first time I called NordicTrack to order a new pedal, (that's right, not 1 month, about 2 MONTHS!) I get the package in the mail. I was happy. Also I will add that NordicTrack did give me $100 back on my purchase to compensate me for this problem. I installed the pedal and was off and cycling. The first time I used the bike it worked very well. I had no problems. Then I got on it again 2 days later. About 10 to 15 minutes into my workout the entire left crank of the bike snapped off in the frame! Quality work NordicTrack. Haha! Ok, here comes probably the funniest and most disapointing part of my experience with NordicTrack. I called them to report the problem and demand that they give me a refund and come pick this piece up. Oh boy. I first spoke to the refunds department. I told her the story and she told me that they had a strict 30 day refund policy and that I would have to work with their customer service department to get service or parts. I happen to think NordicTrack's 30 day refund policy is an excellent idea for a business to have. For that reason I have decided to copy them a little. I now plan to incorporate a strict 60 day policy whenever I order something from a company. I refuse to pay for a product when it takes 60 days to get a replacement part and then it breaks again anyway. I think that's a fair policy. Would you agree with that NordicTrack? :) Anyway, the woman in the refunds department transferred me to another woman in the "customer care" (Haha!) department. I told her my problem and she told me that to get a refund I would have to talk to the department that I just talked too. What? I told her I just talked to them and she told me all about their 30 day policy again. I asked her who I could talk to to that would be able to appove a refund on the bike? I think she said nobody because of their 30 day policy. I asked her if I could speak to a manager or supervisor and if they could approve it. She said they probably would not approve it, but that she would leave a message for her supervisor and they would call me back. I asked her which supervisor would call me back. She said she didn't know. I asked her for her name. She did know that, thank God! LOL! Anyway, I'm waiting to recieve a call from a supervisor at NordicTrack so they can show me how much they care about me. HAHAHA! Yes, I feel the love NordicTrack. Never let go NordicTrack, never let go! There will be updates to this bad boy. I hope everybody reading it gets a kick out of it as well as a solid warning before purchasing a product from Nordic Wrong Track. Until later. Rock on!
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This report was posted on Ripoff Report on 07/12/2010 10:06 AM and is a permanent record located here: 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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Updates & Rebuttals


#1 Author of original report

Icon does it again, this time it's a problem with Weider

AUTHOR: ShopperX - (USA)

Just wanted everybody to know that another problem has popped up with another company that is owned by ICON, Weider. Please look up my new review on Weider titled, "Is it Weider or Weaker?" for some more cautious humor.
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#2 UPDATE Employee

Refund Approved!

AUTHOR: NordicTrack - (USA)

We were happy to offer this customer a full refund on the bike as he wasn't satisfied with his original purchase and as a loyal customer we appreciate his patronage with us.

If anyone is in any need of assistance please don't hesitate to contact us for assistance.

Online Customer Service
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#3 Author of original report

Icon and NordicTrack do the right thing.

AUTHOR: ShopperX - (United States of America)

Well, less then 48 hours after I made my call requesting a refund, NordicTrack has decided to fullfill my request. I guess they care after all. I only regret that I had to get so ugly to make it happen.

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#4 Author of original report

Update to Nordic Wrong's brillient customer service

AUTHOR: ShopperX - (United States of America)

Just got off of that phone with one of NordicTrack's supervisors named Riki from their "customer care" department. She was very brave to give me her name when I asked. She even spelled it for me. Almost as if she was saying, "Yeah, you can have my name. Here at NordicTrack we treat our customers like crap and there's nothing you can do about it." Anyway, Riki the supervisor gave me another number I could call to ask for a refund for their bike that was clearly built in some mysterious magical chocolate factory somewhere. What a combination. Gale, the customer service rep I talked to earlier, and her supervisor Riki. Not satisfying customers every day. That is a powerful one two punch NordicTrack. Now I guess I have to talk to talk to their bosses at their parent company Icon. That's ashame. This whole situation could have been solved so easily if the people at NordicTrack would have shown some care and consideration for me. Oh well, going to contact ICON now. Sorry, this entry wasn't as funny. I try not to get angry, but NordicTrack is really pushing my buttons. Anyway, let me get to work. Updates to come.
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