Jocelyn Benson’s new NordicTrack doesn’t work, despite her best efforts. Can she persuade the company to give her a refund for the treadmill?
I ordered a NordicTrack Commercial 2950 Treadmill and paid an extra $249 for “white glove” in-home delivery and assembly.
When the company delivered my treadmill, it left before confirming that it worked. The next day, we discovered the treadmill didn’t function properly. The belt didn’t move and the screen froze.
We contacted NordicTrack and tried to troubleshoot by phone. A representative told us we needed to take apart the exercise machine and install a new part. NordicTrack sent us a new control board, which my husband installed. After that, the belt moved but the screen still froze and is inoperable, despite several hard resets.
NordicTrack sent a technician over, who disassembled and then reassembled the treadmill. The belt worked but the screen was slow and the calibration was off. I told the company we would try to fix the calibration issues by phone. But after one week of troubleshooting and hard resets the treadmill does not work. The belt starts and stops, the screen freezes. I want NordicTrack to refund the $4,461 I spent. Can you help me with this NordicTrack that doesn’t work? — Jocelyn Benson, Detroit
NordicTrack should have installed a working treadmill. And if your treadmill didn’t work, it should have fixed it quickly — not left you for days to troubleshoot an inoperable exercise machine.
NordicTrack offers four types of delivery, ranging from curbside (“directly to the curbside of your home by the shipping company”) to full assembly (“bring the machine to the desired location within your home, and then it will be fully assembled”). You chose the latter and paid extra for it.
The implication, of course, is that the machine is fully operational when it’s delivered. And you probably know from experience that it isn’t. A NordicTrack technician should have tested the machine before leaving it in your home.
Not to overcomplicate this case, but the folks who delivered your machine worked for Ryder — a service called “Last Mile” solutions. It’s not really relevant, though. You paid NordicTrack for the delivery and setup service, which makes NordicTrack the responsible party.
How to contact NordicTrack
I list the names, numbers and email addresses for the executives at ICON Health & Fitness, the parent company of NordicTrack, on my consumer advocacy site. A brief, polite email to one of them might have helped you resolve this nonworking treadmill problem.
This isn’t the first NordicTrack that doesn’t work. Just a few months ago, we had another customer who was so exasperated with her malfunctioning machine that she demanded a refund. After several weeks of negotiation, NordicTrack agreed — but made her dispose of the machine herself. Whatever happened to customer service?
I contacted NordicTrack on your behalf. It agreed to refund the money and it removed your treadmill.