We purchased a EPIC E950 Elliptical from Home Depot on January 6. It was delivered on January 9. We put the machine together and it was making a horrific noise. We called Home Depot and we were told we would have to pursue Icon to fix the machine through warranty.
We called icon and they did a troubleshooting procedure which they concluded that the problem was the flywheel bearings on the machine. They sent us a new bearings and the tech was then called.
When the Tech arrived to fix the treadmill that we purchased that too was broken upon arrival. He stated that it was not the bearing but the flywheel itself. So the tech pulled out the hammer and bent the flywheel back into shape. The noise was then gone but to me this was not the proper fix for the $1000 piece of equipment.
We called icon and told them that the machine still did not work and how the tech fixed the problem. They said they would send a flywheel and schedule a tech to come install it. We received the flywheel and have been contacting Icon to send out a tech to replace it.
The head customer service people, Brian and Lance are very rude and will not listen to concerns or return phone calls in a prompt manner. When they do get back to me they say that a tech will be sent out to fix the elliptical when the part for the treadmill is in.
So since I have 2 broken pieces of exercise equip. They can't send out a tech to at least fix one. They want to save a buck and send him out after the Motor comes for the treadmill (up to 6 months)
We asked if it would be possible to just replace the entire machine or if we could return it because we didn't feel it was right that we paid $1000 for a machine that will take 9 months to fix.
They said that they could not replace it and stated " Well if you buy a defective vehicle you can't return that." We stated that there are laws that protect the consumer in that situation and we are not talking about a vehicle purchase.
We asked to speak to a manager or the highest person available and we were told that there is nobody else that we could speak with because they were asked that they not give out the managers or owners information and we could only deal with their customer service department.
As of today we have a treadmill that we have never been able to use because it was delivered broken. And we have a Elliptical that was fixed by beating it with a hammer. We have dealt with this company for 3 months and they have refused to compensate us for the $1000 we paid for this machine. Or give us any free merchandise or apparel, They won't even throw in an extended service plan. But they will give 10% off our new purchase.
Stay away from this company, Joesph Smith would be proud!!
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