For Christmas, my husband purchased a Nordic Track CX 998 Elliptical from Sears. After less than a week of use, it began to make loud clicking noises from the back wheels that had come preassembled.
I called the NordicTrack customer service number and explained what had happened. I was told that this is a very common problem that happens during the shipment process. The representative said she would send the replacement part immediately and have one of their repairmen schedule a time to come fix it.
The part came 3 days later. Today, 3 1/2 weeks after the part arrived, the repairman finally showed up, only to discover that the wrong part was sent. He now has to order the correct part which will take 5-7 more days, and he wasn't sure when he would be able to schedule another time to come back. I had to take time off from work to be at my house for the repair. Now, I will have to take more time off the next time he comes to repair it!
I notified NordicTrack about the first delay in getting this equipment repaired and told them that I was very unhappy with their equipment. I never received a response, not even an apology.
NordicTrack is suppose to have one of the top of the line exercise equipment lines, but after less than 1 week of use, it broke. It is now over a month since the purchase and I still am not able to use it, and it looks like it could be another 2 weeks before I will be able to use it.
The repairman told me that he sees this problem all of the time. If this is true you would think that NordicTrack would do something to correct the problem with their shipping and the construction of their product!
At the very least, when a company has a problem with one of their products, they should contact the consumer and apologize or offer some type of compensation for their trouble.
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