To start off I bought my bowflex I would say 3 years ago. I bought it because I heard good things about the warranty and how many exercises you can do. I bought the ultimate with the lifetime warranty on the powerrods and a ten year warranty on the machine. Well after some time of using the machine the plastic inside the grips started to break on me. So I called bowflex customer service up and and told them what had happened and they said no problem we will have some sent to you. I was completely satisfied with that encounter. Well just recently I noticed that the stitching is starting to come undone on the grips. So I decided to email bowflex instead of calling this time. Here's a transcript of what I wrote to them and their response back along with my response to their response. They have yet to respond back. That is the main reason I am filing on usacomplaints.com.
This is not the first time I have had to have the handles replaced. How can you claim to have a 10 year warranty on the machine when you're saying the grips aren't covered. When the plastic insides broke I know I had the machine for more than a year. Considering I paid around $2000 for the machine plus buying the hundred pound upgrade along with the multi point foot harness I believe you should honor your warranty claim and replace the grips. The main reason I went with the bowflex was because of the warranty. I don't feel as though you are honoring your warranty claims.
Original Message
From: CSBFX [mailto: [email protected]]
Sent: Thursday, September 18 4:53 PM
To: BLANK
Subject: RE: warranty
Dear Sir,
Thank you for contacting Nautilus Customer Care.
As a wear item, the grips are not covered under the manufacturer warranty after the first year of ownership. Replacements can be purchased for $10 per pair plus tax and shipping; to place an order, please call us at 800.605.3369. We are available Monday through Friday, 6am-5pm PST.
Be well,
Traci Dye | Nautilus, Inc.
Customer Care Specialist
World Headquarters | Vancouver, WA
Original Message
From: BLANK
Sent: Thursday, September 18 01:13 AM
To: CSBFX
Cc: warranty
Hi, my name is BLANK. The stitching in my handles is starting to come undone. I have the ultimate and I believe it should still be in warranty. My dad helped me save the money so it will probably be in his name and address. His name is BLANK and the address we had it delivered to was BLANK. I cant remember if I had the address changed when I called about the handles when the plastic inside broke. If I did then the address I gave you would be BLANK. I no longer live at that address. My current address is BLANK. The stitching hasn't come all the way yet. I figured might as well go ahead and let you guys know so that way you can go ahead and get another set sent out so that way my workout routine doesn't have to suffer. If you have any questions you can reach me at BLANK anytime after 2pm eastern time. Thank you for help.
I edited my name and address with blank. So how can they talk about a warranty when they dont even honor it. If you are using the machine then the whole machine would be a wear and tear item. I was actually thinking about buying the ultimate 2 but not anymore. Im just going to buy a smith machine and start back with free weights. So now because they didnt want to honor their warranty and shell out another set of grips they are not getting another dime from me.
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