NordicTrack Tread Climber X10

I Purchased a NordicTrack Tread Climber X10 with extended warranty direct from NordicTrack online 11/15/06. It was damaged bad during shipment but not noticed until it was put together. ICON seemed to have dropped the ball from the first day with customer service wanting to send parts and I wanted a repair tech to assess damage. The wheels were bent so bad on this 350 pound unit I could not move it. Anyway my battle details are listed below and I was hoping for some sort of resolution. I have spent hours waiting on hold or for a call back. I began the email campaign you see below but nothing has helped.

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From: Jack Smeltz [mailto:Email User]

Sent: Friday, December 15, 2006 5:45 PM

To: Email User'; Email User'; Email User; Email User; Email User; Email User; Email User; Email User; Email User

Subject: FW: order 38652979 / NTK1994.0 / serial# u02130043

Email User' Email User'

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Sent: Thursday, December 14, 2006 9:21 PM

To: 'Email User'; 'Email User'; 'Email User'; Email User'

Cc: 'Email User'; 'Email User'; 'Email User'

I have left several messages for my salesman (Sid) regarding this matter the most recent was 12/13/06 9:40am none have been returned to date.

Sent: Wednesday, December 13, 2006 8:15 PM

To: 'Email User'; 'Email User'

Cc: 'Email User'; Email User'

Hello anyone who can help, please forward to your supervisor if you can’t, or some one you think can help.

Upon receipt order 38652979 model no. NTK1994.0 / serial# u02130043 and the day the X10 arrived, as I was putting it together there were parts that had been scratched some from severe to slight. 18 of them that I can see that are obvious. In my final step of assembly to put the deck in its up position the crack (105) near the left front wheel (99) is very big. When I tried to roll the X10 into another position the wheels would not support it and just dig into the cover. It became stuck where it sat and called customer service thinking the wheels and the other parts could be replaced and fixed pretty quickly. This appears to not be the case. For some reason customer service each time I call does not appear to know how long I have had this machine.

When I called customer service that first day as I tried to explain (being a first time caller) my problems with the machine. She asked for a part number that was damaged and I suggested having a tech come out and look at the parts that he needed to replace as I was pretty sure what I could physically see was not all of it. Looking at the damage and the number of scratches and scrapes, where it was it looked to me as though the machine may have been laid down on its back for and extended period of time and the wheels were bent up as though the machine had been dropped from something higher than the height of the machine itself. The agent I was speaking with placed me on hold for a few minutes and came back and offered to replace the unit. Having just installed this one and not wanting to go through this again I asked if this one couldn’t be repaired, could they send a tech out and asses the damage to see if all was working properly and see what parts were needed and to test the motor and electronics. No!! I will need at least some parts numbers to set up a service call then the tech could check the machine out.

Please remember the machine is against a wall and In a corner of the room so my getting it moved away require the assistance of another person and its a few days later that I am able to get the serial# and part# that I can see physically that are damaged. In the interim I am showing off the machine to my wife and she was showing it off to my daughter during that little demo the safety key is dislodged, when it is put back in the incline proceeds to the very top to scaring the crap out of my wife and off the machine, this does the same thing to my daughter 2 more times. After they turn the machine off and I had them unplug it, the following morning I called customer service and they walked me through some recalibration. And the machine did the same thing to me. After the resetting the machine we have not used it. When speaking with customer service I asked them based on the number of parts and what the parts were starting with the upright base (96) and what was happening with the machine and it came out of the box this way and was only a week old at that time. Could they honor the offer they made earlier a send the replacement. She advised she could not make that decision but I would have to talk to marketing. She asked who my salesman was and she advised I call him. I called Sid twice left message for him to call me but had not heard from him. I called customer service again and she apologized for Sid but he must have been busy. She was going to get a message to him or to sales and marketing. I heard nothing from anyone.

I called customer service the next day and apparently spoke to someone I had talked to the previously and she remembered our conversation and again apologized, told me I needed to speak with sales and I told her I was still waiting for a call back from Sid and anyone else who would make the decision to get this replaced as had been offered from the start. I told her this was only a week or so old at that time and she talked to someone and was putting me through to a manager in sales and marketing. Someone picked up and put me on hold and I was transferred to the returns dept. where I had my first conversation with Lance Earl. He seemed to know nothing about my issues except after he put me on hold and when he came back he seemed to be aware of pretty much every thing to date. He said he would arrange to have my machine picked up and he apologized for any inconvenience. I had to let him know that this was swap out and not just a return. I was willing to have the machine I had repaired but all that was wrong with it and having scared the crap out of my wife a replacement was best. He agreed when I told him about the first few parts and problems this was best. As a show of good faith he would offer me a $150.00 credit. Since I had paid the delivery company to bring this one into the room was it is located would this be part of my new delivery. He assured me it would be. I asked if they would take this damaged one out of the room and he said they would. I let him know the box had been taken for this one and he said he would ship one to me in time for this to be ready for the delivery company to pickup. I kept letting Lance know how much I did not want to take apart and install these machines and he said they had a service to do that and I had asked him being that I had already installed this one and paid to have the other one delivered into this room its in could he arrange to have the service that provides the installation pick this one up (un-assemble), take it apart, box it up. And install (fully assemble) take out of the box and place in the room that it is in and put it together. He said that he could make that happen but I would not receive the $150.00 credit he had offered. Lance had said this is about the cost for the assembly / installation so it would just about cover the costs. I had no problem as all I wanted was a good machine installed in my home and he agreed to set everything up as we had discussed.

Almost a week after that conversation I receive an email stating my order was being shipped and to track it I could go to abfs.com the same company that did the first delivery and I know this should be different as Lance said it would not be them and the installation and removal may not be by the people who deliver it. I let Lance know this and he said that Eagle would make final delivery which is the first time I have heard of them in this process. Anyway they would pick it up in Atlanta for whatever reason now. I received a call on Monday 12/11 from eagle wanting to deliver the new machine but they had no clue about the pickup of the old one. They weren’t aware of any installation or uninstallation as they do not provide this service. They were going to call Icon and see what they could find out. The last time I talked to them they were still waiting to hear from them. I emailed Lance and his reply was in the email I have included in this one. I asked him if these were the people who were doing the installation and removal from that point on it seemed like he was harder to get in touch with him. When he did not respond to my last email yesterday I was able to get through after 20 minutes on hold on his phone. Lance said that the assembly and dis-assembly would not be done as the cost to hire Eagle took up the 150.00. He said he would not do the installation and that is when I told him to cancel the delivery and to continue to pick up this machine.

First of all how is that arrangement he made with Eagle after it was shipped with ABFS have any thing to do with me.

My problem with all of this is over the 150.00 for the installation and Lance is willing to ship the other X10 back from Tampa, fl. 20 minutes from my home. I would have been better off with his original offer. I be up 150.00 and I would still have a machine replaced already. Except Lance forgot to send the box to ship it in this damaged one out in. Should that have gone out the day we first talked. My complaint is I am not the one doing the forgetting, I have one X10 to think about and it seems Lance is a little overwhelmed at times and I hope this is the case here. I know what I was told and was kind of shocked that he was really going out of his way to make what had happened with NordicTrack / ICON right and that was refreshing, but when I spoke to him yesterday it was like I was at fault and he made me feel as though I should have known that Eagle would have cost more money. Had he called me and advised he was not able to live up to the arrangements He made I may have tried to work something out. But I do not think he is aware, still what his actions have done. Or what this will cost ICON.

I am requesting, as Lance had originally promised:

1. Unassemble, remove and return the damaged machine currently in my home.

2. A new X10 delivered set up and installed. This would include all adjustments and calibrations.

3. An apology for the poor response and unfulfilled promises.

I purchased your X10 with an extended warranty. If the above request is not possible please issue a call tag and packaging materials and issue a full refund for the X10 and extended warranty.

I look forward to your prompt response.

The following is in response to the email I sent Lance regarding the carrier that they had shipped on. The Re: on 12/12 is the on he would not respond to.

RE: 12/12/06 Tues 1:30pm

Hello Lance,

You had told me instead of crediting me the 150.00 you had offered, you would use that to pay the installers to pick up (take apart) and fully install my machines.

Hopefully this helps jar your memory.

Thanks

Jack

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From: Lance Earl [mailto:Email User]

Sent: Tuesday, December 12, 2006 1:19 PM

To: Jack Smeltz

Subject: RE: Your Delivery

Yes they are going to be doing the delivery of your machine but what they will do is bring it into your house for you, remove it from the box and take the box pieces with them, they wont assemble the mach for you just bring it in and unpackage it. They will also come and pick up your old mach for you but they wont disassemble it, it doesn’t have to be fully disassembled or anything like that all they need is for it to be disassembled enough for them to get it out of your house for you. The reason that they were unaware of the pickup is because I haven’t notified them of that yet, but I was going to do that today. The reason I didn’t notify them was because I knew they would come pick it up unless you had a box. So I was just waiting for your box to ship to you before I would do that. I just looked into it and your box has shipped, it is expected to be delivered to you on this Friday. So I was going to inform them of that pick up so they will probably be calling you to get that arranged with you either this weekend or the beginning of next week.

-----Original Message-----

From: Jack Smeltz [mailto:Email User]

Sent: Monday, December 11, 2006 11:59 AM

To: Lance Earl

Subject: RE: Your Delivery

I just got a call from Eagle wanting to bring my Incline Trainer but they knew nothing about picking up the other one.

Are these guys also doing the install of my new machine and taking apart the damaged one, or is that set up through someone else. I have not received the box that you were going to send for them to pack this damaged machine up.

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From: Lance Earl [mailto:Email User]

Sent: Tuesday, December 05, 2006 6:29 PM

To: Jack Smeltz

Subject: RE: Your Delivery

Yes, every thing will be taken care of exactly as we talked about its just that Old Dominion has it as of right now but Eagle will do the actual delivery and pick up for your machines.

-----Original Message-----

From: Jack Smeltz [mailto:Email User]

Sent: Tuesday, December 05, 2006 1:45 PM

To: Lance Earl

Subject: RE: Your Delivery

Thanks Lance,

They will still pick up the other as we had discussed.

Thanks

Jack

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From: Lance Earl [mailto:Email User]

Sent: Tuesday, December 05, 2006 3:41 PM

To: Email User

Subject: Your Delivery

Hi this is Lance with ICON Health & Fitness

I set up your resend for you and I was going to have it set up so that the delivery comp called Eagle would do your delivery which they will bring it into your house for you, while I was getting everything set up for you your new machine it got allocated which just mean that our warehouse received your order information and it is in the process of being loaded up and shipped out to you. While it is in this process we are not allowed to make any changes to the order in anyway. So what I did was when I saw that it had shipped I contacted a lady that works directly with the delivery companies and told her what had happened and asked her if we could have eagle pick it up from one of Old Dominions terminals and do the actually delivery. She told me that we could do that and it wouldn’t be a problem. So she was going to get everything set up for that so we will have Eagle do the actually Delivery for that, so everything should be all taken care for you.

Thank You

JACK