On December 28, I sent the below letter (with pictures) via UPS Overnight Mail to Icon Health & Fitness. I phoned the company to discuss the situation on January 3, but was told that a supervisor has just received my materials (letter and pictures), and will be contacting me within the week, guaranteed.
Well, today is now January 24, and I have not yet been contacted either via mail, e-mail, or telephone.
I am extremely frustrated with this company, and their lack consumer service. As noted in my letter below, I initially gave Icon a chance to replace my defective equipment OR reimburse me fully, but due to their lack of acknowledgement, I will now like a complete refund on this faulty equipment, and will not accept anything less.
As you will read, I have had no luck with persistence, and would like some help from an agency such as yourselves. Please review my claim below, and notify me as to my chances of recovery.
Thank you.
Icon Health and Fitness Claim:
On October 20 I purchased the above reference treadmill from netmarket.com. Since that day, several complications have left me unable to utilize the function of this treadmill. Please allow me to elaborate on the situation for you:
After receiving the treadmill on Friday, November 3, and assembling it according to the manual, I noticed it was making a horrendous noise during operation. It was so bad that I wasn't able to use the treadmill without disturbing my neighbors. I phoned your company that Monday, November 6, and explained the situation. The representative informed me that she would send out another running belt. Upon receipt of this belt I was to call Icon Health and Fitness once again to receive instruction on acquiring a technician. On Thursday, November 28 I received the belt, and immediately phoned your company. I was referred to a repair company named Travelite, and told that a technician would contact me within 4-5 days. After speaking with several individuals at Travelite I was told that the technician servicing the Chicago area would only be able to come out on December 19. Since I had no other alternative at the time, I made the appointment for that day. On December 19, a technician named XXXXXX came to my home to assess the situation. He made some adjustments to the bolts at the rear of the treadmill, and came to the conclusion that I did not need to replace the walking belt. Auburn tested the treadmill at a very low speed, and found that the noise did not disappear completely, but appeared to be relatively quieter. He told me that over time the noise would diminish, but to keep the treadmill on a hard, flat surface at all times. With that said, he left, and did not take the extra running belt with him.
That same evening my friend decided to utilize my treadmill, since it hadn't been in operation for nearly 2 months. He began his workout by walking for 2-3 minutes, and then proceeded to run at a pace of 6.5-7 mph. The belt immediately swept him off his feet as it moved further and further to the left edge of the frame. My friend lost his balance and fell off the treadmill, hitting his head against the wall of my living room. The treadmill slowed and came to a stop, and that is when we noticed what is portrayed in the enclosed photos.
I find it completely absurd that I should have to deal with so many complications from day one of owning the piece of equipment. For two months I have had nothing but problems with this treadmill, and I'm tired of it. I want to be able to workout in my home, on my treadmill, and not worry about injuring myself due to some manufacturer defect, or a botched technician job. I am lucky my friend didn't hurt himself more than he did, but I know he will never step foot on one of your treadmills again.
As for me, I find it hard to believe that I have owned this treadmill for two months, and have not been able to utilize its function as exercise equipment. From my perspective, I feel stepping on that treadmill is just asking for an injury. I am appalled by the craftsmanship of this machine, and by the service rendered by your outsourced technician.
One of two things needs to happen now. First, this treadmill needs to be taken away, so I can be furnished with a second, hopefully safe and fully functional, treadmill. My 3-month warrantee must also be extended to account for any lost time between the day I purchased this treadmill and received the new treadmill. And I expect this to all be done at no cost or BURDEN to me. Or second, you can take back this treadmill, and fully refund my money immediately.
Please review my claim at your earliest convenience, and call so we can work out the details. I can be reached at xxx-xxx-xxxx, extension xxx, during the day, or xxx-xxx-xxxx, in the evening.
The end.
The above claim is probably less aggressive than I should have been, compared with Icons' utter disregard for consumers
I would like nothing other that a full reimbursement for the defective equipment.
Icon Health and Fitness may pick-up the equipment at any time, pending my reimbursement.
And I do feel that an apology is in order!!!
Beware of icon!!!
Thanks
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