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Fitness Repair Parts Reviews (75)

As per the warranty and return policy that has to be agreed upon before the end of checkout, electronic parts have a day warranty and return policy from the date the customer receives the package This customer signed for this package on 10/15/and did not contact us until 03/03/17, which was days Our system will not even allow us to create a return after this time We are very upfront about our policy, not only at checkout does the customer has to review and agree, but it also is on the invoice and sent with the packing slip when the order is shipped We are unable to create a return at this time.For your convenience, I have included a copy of the policy for your convenience

Complaint: [redacted] I am rejecting this response because:Although the business finally did provide the correct part the issue I have is it took opening this complaint with Revdex.com to get any action or to get this business to actually contact me back The card was ordered in December, and there was no updates from this business regarding how they were fixing/researching this once I received an RA number After me calling more than once and directly asking if I was going to lose the right to return this part after the allocated timeframe even though I have an RA number the representatives will completely vague and never once answered my question Every communication I had was initiated by myself and not this company Even when I had to leave voice messages they were never returned Very poor customer service They are only concerned with their Revdex.com rating and not servicing their customers Sincerely, [redacted]

Thank you for providing feedback on customer's experience with FitnessRepairParts.comWe value this feedback and an important element in crafting a better customer experience for the 50,000+ orders we ship every yearWhile the vast majority of our customers are satisfied or elated with their experience, we can always learn more from the few negative experiences I've reviewed the transaction in question with this customerIt appears that they originally placed an order for a set of pedals and three wiring harnesses on 07/08/at that time, two of the wiring harness that were ordered were out of stock and needed to be ordered from our vendorIt normally takes 1-weeks for us to receive the parts if our vendor has them in stock, however, occasionally it does take longer, as it did in this caseOnce the parts arrived in our warehouse they were shipped out on 08/27/and the order was delivered to the customer on 09/01/The customer contacted us by email (support ticket) on 09/30/to inform us he had kept one part but sent the rest back because he did not need two of the wiring harnesses and the wanted a wider, ergonomic set of pedalsHe stated we refused the package and he had received it backWe replied to the customer and reminded again, as per the warranty and return policy that is agree to before the end of checkout, that he must contact us to create a return authorization and that all packages received without a valid RA number written on the box will be returned to sender The customer then contacted us by phone on 10/06/15, to request a return on two of the wiring harnesses and the pedalsIt was explained that per the Warranty and return policy, electronic parts have a day and non-electronics have a day return policy from the day they are received and at this point the order was delivered days priorThe customer was informed he would not be able to return the electronic parts because it was more than double the policy time frame and the system physically would not even create the RA (return authorization) any longerWe did grant a day extension for the pedals and a RA was created for the customer and the information supplied to him on correct return proceduresHowever, the refund would be lower than the 20% restocking fees because of the minimum order feeWe try to be as clear as possible about this policy by documenting it on our return policy which states, "Refunds for parts that put the remainder of an order below the $minimum order will be adjusted to meet that minimum requirement for the rest of the orderMinimum order fees are never refunded." The customer ordered pedal set XXXXXXXX and that is what they received, listed on the same page under related parts there is the extra wide pedal set for this customer machinehttps://www.fitnessrepairparts.com/cart/ViewItem/XXXXXXXXWe also assisted the customer in locating the catalog number XXXXXXXX to pedals for his machine that were wider and may be easier for his daughter to use This link below will explain that the warranty period for parts, our minimum order fee and the process of what happens if parts are returned to us without a RA number on themThis return policy is located here: http://www.fitnessrepairparts.com/return_policy.php While we understand that the customers frustrationWe are clear about the warranty period during the checkout process with the customer, requiring them to check a box that they agree to the warranty during checkout We are an organization that believes strongly in integrity and honestyWe try to be as honest and up front about our return policy as possible with the customerOn the reverse side, our desire for integrity requires that we adhere to our policies when items are returnedWe will be honest to our policy in this instance as wellWe hope that the customer's desire for integrity helps them see that we are simply abiding by the policy to which they agreedWe will review our current communication with the customer about the return policy during the checkout process and see if there is anything we can do further to make this policy clearer to customers as they checkout Once again, thank you for the opportunity to review customer feedback and learn from it

A return authorization was created for this customer on 10/27/when he contacted us to create itAlso, all instructions were emailed to himWe have not received parts back in the warehouse or pictures, we could not process the return until the customer sends them to usCustomers RA will expires on 11/11/

Initial Business Response / [redacted] (1000, 5, 2016/02/05) */ Contact Name and Title: [redacted] M/OST Manager Contact Phone: XXX-XXX-XXXX ext [redacted] Contact Email: [redacted] @fitness-plus.net Thank you for providing feedback on customer's experience with FitnessRepairParts.comWe value this feedback and an important element in crafting a better customer experience for the 50,000+ orders we ship every yearWhile the vast majority of our customers are satisfied or elated with their experience, we can always learn more from the few negative experiences After having reviewed this order thoroughly, here is the information about this situation that we have gatheredThe team member that the customer spoke was following protocol regarding the minimum order fee on a return, however, after further investigation we discovered this in fact, was not a returnOur website inadvertently in error, listed two separate pedal sets for the customer model numberDue to the age of the machine, it took extensive research to locate if the 9/16" or the 1/2" pedal was correctAfter further investigation, we did learn that the customer needed a 1/2" pedalWe have corrected our website and acknowledge that we have mistakenly ship out the wrong partWe apologize for any inconvenience this may have caused the customerAlso, the customer did leave me a message regarding this, I apologize for the delay in getting back to him, as I was out of the office due to illness To make amends, we have created a no cost replacement order for the customer and the correct pedal set was shipped to the customer this afternoonI have personally spoke with the customer regarding this and informed him of the investigation findings and our attempt to correct the error, the customer seemed pleased with the outcome We are an organization that believes strongly in integrity and honestyOnce again, thank you for the opportunity to review customer feedback and learn from it Thank you for providing feedback on customer's experience with FitnessRepairParts.comWe value this feedback and an important element in crafting a better customer experience for the 50,000+ orders we ship every yearWhile the vast majority of our customers are satisfied or elated with their experience, we can always learn more from the few negative experiences

I have reviewed the rejection of our response to the complaint I do want to apologize that I had omitted the word "until 11/22/2016" in our initial response to the complaint in reference to the use of the return label I also want noted that the actual customer is [redacted] but we have been willing to address the issue with Sara as a good faith effort to resolve it We are providing a full refund for the original order which will also include the shipping fees Unfortunately, the part which they needed is on back order with the supplier which we did inform them of this status At this time, I feel that we have gone above and beyond what would be expected to correct this issue

We did exactly what the customer requested: we sent to him at no cost a replacement in days Our return time is days [redacted] tracking number is: [redacted] It is scheduled to be delivered 1/26/by the end of the day

I received the incorrect pair of roller pads for my machineI have included a photo for comparisonOne of my Bowflex pads are pictured on the left, it has a center hole ID of 0.75"The pads you sent (the one pictured on the right) has a 1" ID center holeALL Bowflex machines use pads that have a 0.75" hole, the leg extension bars are all 0.75" in diameter, this is on every model Bowflex has ever producedThe pads you sent are also over an inch shorter than true Bowflex onesPlease send the correct onesI do not want a refund, I want the parts I orderedI live almost miles from the nearest ***, so you will have to schedule a pickup in order to have them returnedAnd by the way, the representative I spoke with to report this issue was the most rude customer service person with whom I have ever dealt with

03/29/2018: Mediator emailed business requesting response.03/29/2018: ( [redacted] *)This issue was never resolved because the customer was unwilling to comply with conditions of the warranty and return policy We made every attempt to assist the customer, however, with their refusal to make any attempt to follow the policy they agreed to before the end of check out, we were unable to send a replacement part We must have a picture of the model and serial number for the machine to be sure the parts was ordered for the correct machine Parts are very model and serial number specific We have sold over of these pads since and this is the first return that has been requested.I have included the complete ticket conversation that we had with the customer in which they state rather than complying with the terms of the warranty agreement and send a picture of the model and serial number and one showing measurements of what they needed so we could research, they would rather, in their words, “I am not going to waste any more of mytime taking photos, measurements etc,I will open a complaint with the Revdex.com and leave negative reviews, I will also leave negative reviews on ever site I can find, I would rather spend my spare time doing that instead of doing your research for you and taking photos.” Customer stated they were filing a chargeback with their credit company, when we attempted again to get the pictures and advised we do fight chargebacks, the customers reply was simply, “LOL ” The customers return authorization expired on 11/11/17, there is nothing further we can do for this customer.This return policy is located here:https://www.fitnessrepairparts.com/return_policy.phpand it is also repeated again during the checkout process, at which point the customer must acknowledge that they have read and agreed to the policyI also have included a copy for your convenience.We are an organization that believes strongly in integrity and honestyWe try to be as honest and up front about our return policy as possible with the customerOn the reverse side, our desire for integrity requires that we adhere to our policies when items are returnedWe will be honest to our policy in this instance as wellWe hope that the customer's desire for integrity helps them see that we are simply abiding by the policy to which they agreedWe will review our current communication with the customer about the return policy during the checkout process and see if there is anything we can do further to make this policy clearer to customers as they checkout.Once again, thank you for the opportunity to review customer feedback and learn from it.03/29/2018: That is correct, parts have a day warranty and return policy from the date delivered Parts were delivered on 10/27/The customer refused to comply with the conditions of the policy before the RA expired The customer does get an email to notify them and they were verbally advised that an RA expires days after it is issued, the RA was also issued on 10/27/17, which means it expired on 11/11/

Thank you for providing feedback on customer's experience with FitnessRepairParts.comWe value this feedback and an important element in crafting a better customer experience for the 50,000+ orders we ship every yearWhile the vast majority of our customers are satisfied or elated with their experience, we can always learn more from the few negative experiences After having reviewed this order thoroughly, here is the information about this situation that we have gatheredThis customer placed an order on 12/03/16, the part was not in stock and needed to be ordered from our vendor, which was on backorder It arrived to us and shipped out on 02/07/ The customer contacted us on 02/10/to advise us the part was received damaged At that time, we created a damage claim for this item and per policy, requested pictures of the damaged box, as well as, the damaged part be sent to us The customer sent these pictures to us on 02/16/ That same day, we sent a prepaid return label to this customer so the part could be sent back to us within days The customer contacted us on 02/22/and stated that he received the label but was confused and thought he needed to pay shipping, the customer was advised to follow the instructions that came with the prepaid label to get the package back to us at no cost to himThe part did not arrive back to us until 02/28/17, which was after the day grace period, but we did accept it By policy, it is possible that FedEx damage claims could take up to days to process However, did not take as long and this no cost replacement part was shipped to the customer on 03/01/ We have done everything in our power to make amends, we have created a no cost replacement order for the customer and per FedEx tracking information, the replacement part was delivered to the customer today We are an organization that believes strongly in integrity and honestyOnce again, thank you for the opportunity to review customer feedback and learn from it

Thank you for providing feedback on customer's experience with FitnessRepairParts.comWe value this feedback and an important element in crafting a better customer experience for the 50,000+ orders we ship every yearWhile the vast majority of our customers are satisfied or elated with their experience, we can always learn more from the few negative experiences We did properly fill the order and ship the part that was on their orderCustomer needed pedals for his [redacted] Recumbent bike This is what he ordered and this is what we sent him These parts do fit on the customers bike and are what is originally listed for his equipment When he contacted us for a return he stated that the ones on his bike where he places his feet were larger, which more than likely means that they are the upgraded version of the pedals We do sell these as well, we did create a return authorization for this customer on the ones that his feet did not fit in and gave him complete information to return themWe also supplied the customer with the information on ordering the larger extra wide set as well, and even attempted to offer him a coupon for the purchase of the new pedals as we do not offer exchanges Here is a link to the customers machine and you can see both pedal sets are listed [redacted] Here also is the parts page where the customer would have needed to visit to order the parts, you can see both the regular and extra wide pedals are listed on the same page https://www.fitnessrepairparts.com/cart/ViewItem/ [redacted] We try to be as clear as possible about our return policy which states, "All returns (except for defective parts) are subject to a 20% restocking fee." This return policy is located here: http://www.fitnessrepairparts.com/return policy.php and it is also repeated again during the checkout process, at which point the customer must acknowledge that they have read and agreed to the policy We are an organization that believes strongly in integrity and honestyWe try to be as honest and up front about our return policy as possible with the customerOn the reverse side, our desire for integrity requires that we adhere to our policies when items are returnedWe will be honest to our policy in this instance as wellWe hope that the customer's desire for integrity helps them see that we are simply abiding by the policy to which they agreedWe will review our current communication with the customer about the return policy during the checkout process and see if there is anything we can do further to make this policy clearer to customers as they checkout Once again, thank you for the opportunity to review customer feedback and learn from it–

Complaint: [redacted] I am rejecting this response because:Fitness Repair Parts did not send me a return label so that I can ship the pads back to themThey sent the incorrect parts, therefore it is their responsibility to correct the mistake, it is their responsibility to cover return shipping feesI was charged $for shipping via ***, and the nearest *** is in Lubbock, TX, over miles awaySo Fitness Repair Parts would also need to schedule a pickup at my residence by [redacted] if they choose to use the original shipping company Sincerely, [redacted]

This customer was sent an email on 03/30/advising that this part was shipping According to the [redacted] website, it does show that the package was delivered on 04/04/ [redacted] tracking# [redacted] Customer never contacted or informed us nor [redacted] that this package was not delivered Therefore, we do show that this customer received this part, that he filed the charge back and has received his money back for this part he received We will allow the collection agency to collect on our behalf as per the warranty and return policyThe warranty and return policy that the customer agreed to before the end of checkout can be found here:https://www.fitnessrepairparts.com/return_policy.php Thank you for providing feedback on customer's experience with FitnessRepairParts.comWe value this feedback and an important element in crafting a better customer experience for the 50,000+ orders we ship every year

Thank you for providing feedback on customer's experience with FitnessRepairParts.comWe value this feedback and an important element in crafting a better customer experience for the 50,000+ orders we ship every yearWhile the vast majority of our customers are satisfied or elated with their experience, we can always learn more from the few negative experiencesWe have searched this issue, customer ordered a WIFI set up card for his machine on 11/02/16, this part was out of stock and was ordered from our vendor The part shipped to him on 12/08/ The customer contacted us on 01/04/to advise that this was the incorrect card for this machine, at that time, we created a return authorization and requested pictures to send to our research team to investigate what the issue was The customer sent these pictures to us on 01/09/and they were forwarded to our research team Our vendor was contacted to investigate on their end as well We spoke with the customer on 01/17/to advise we were still working on this and were tracing down exactly what had happened and working to determine the correct card for his machineAdvised customer we would need at least another hours and would try to give him a resolution by the end of the day on the 19th We had to actually go to the manufacture and they had to send to their engineers to find information because of the age of the machine We did receive resolve on 01/20/and at that time, the customer was contacted to advise, we would not be sending a return label for the part, that he did not need to return it and that a no cost replacement order had been created We had the correct part expedited from our vendor and shipped to the customer at no charge on 01/27/ The vendor had shipped us the incorrect part As per the warranty and return policy, when the customer asked for a refund, he was instructed that if he only wanted a refund, it would be less the 20% restocking feeWe try to be as clear as possible about our return policy which states, "All returns (except for defective parts) are subject to a 20% restocking fee." This return policy is located here: http://www [redacted] /return policy.php and it is also repeated again during the checkout process, at which point the customer must acknowledge that they have read and agreed to the policyWe are an organization that believes strongly in integrity and honestyWe try to be as honest and up front about our return policy as possible with the customerOn the reverse side, our desire for integrity requires that we adhere to our policies when items are returnedWe will be honest to our policy in this instance as wellWe hope that the customer's desire for integrity helps them see that we are simply abiding by the policy to which they agreedWe will review our current communication with the customer about the return policy during the checkout process and see if there is anything we can do further to make this policy clearer to customers as they checkoutOnce again, thank you for the opportunity to review customer feedback and learn from it

Initial Business Response / [redacted] (1000, 5, 2015/06/29) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX ext [redacted] Contact Email: [redacted] @fitness-plus.net Thank you for providing feedback on customer's experience with FitnessRepairParts.comWe value this feedback and an important element in crafting a better customer experience for the 50,000+ orders we ship every yearWhile the vast majority of our customers are satisfied or elated with their experience, we can always learn more from the few negative experiences I've reviewed the transaction in question with this customerIt appears that they originally placed an order for a replacement display on 04/14/we shipped the order on 04/14/and it was delivered on 04/16/The customer contacted us on 04/21/to inform us the part was damagedWe started a damage claim for this item, a replacement order was created and a replacement part was shipped all in the same dayThis part was delivered to the customer on 04/23/Customer then contacted us on 04/29/stating after trying to install the new display herself, that she was still receiving an error codeWe created a return authorization for the part and the customer returned the item to us and it was received into our warehouse 05/15/The return was processed and a new order was created on 05/28/At this point the display was out of stock and needed to be ordered from our vendorWe received the part and sent the third replacement on 06/03/15, the customer received this one 06/05/The customer contacted us again on 06/17/stating that she no had already spent too much money trying to fix this machine and wanted to sell it and that she wanted a full refund to include shipping This link below will explain that the warranty period for electronic parts such as the display console that this customer ordered is days from delivery date of original orderThis return policy is located here: http://www.fitnessrepairparts.com/return_policy.php While we understand that the customer may be frustrated with the repeated failure of this brand of equipment, we supplied have supplied three new displays and have made every attempt to resolve this customers issues, the customer may want to contact a properly trained service provider to diagnose this machine, as this is the fourth display that has failed on this equipmentWe will no longer be able to accept this for a return as it is beyond the warranty period from the original date of shipmentWe are clear about the warranty period during the checkout process with the customer, requiring them to check a box that they agree to the warranty during checkout We are an organization that believes strongly in integrity and honestyWe try to be as honest and up front about our return policy as possible with the customerOn the reverse side, our desire for integrity requires that we adhere to our policies when items are returnedWe will be honest to our policy in this instance as wellWe hope that the customer's desire for integrity helps them see that we are simply abiding by the policy to which they agreedWe will review our current communication with the customer about the return policy during the checkout process and see if there is anything we can do further to make this policy clearer to customers as they checkout Once again, thank you for the opportunity to review customer feedback and learn from it

Complaint: [redacted] I am rejecting this response because: All electronic parts are sealed when they arrive are our warehouse from our vendorsThis is for the protection of the parts All bags are marked advising customers any parts removed from the sealed package are subject to electronics inspections fees We do this for returns so we can be sure that when we receive an electronic part back, that is still in new condition for the next customer who purchases it Electronics are very fragile and we feel that each customer deserves a high quality new part that has not been installed on a previous customer’s machine The bag that was received back with the controller in it, had been cut open just inside where it was sealed.My Reply: I am telling you the honest t o God truth that the part I received was not in a sealed bag and what I returned - in the same bag - is the same part that was sent to meThis is the last thing I have time for - to debate what part was sent to meThis is all about principle now - I do not lie - they shipped me the part unsealedI work with many large logistics companies and have spent hundreds of hours working with these highly reputable companies setting up sophisticated store, pick and pull systemsThey spend millions of dollars designing high quality systems - their workers , at best , may achieve 85% quality delivery.Fitness Repair made a mistake sending me this part in an unsealed bag - that's what this whole argument is aboutThey claim I cut the bag below the seal - which I did not.I would not swap out partsThe part in my machine should show the bar code as it's the part I bought from them back in My part is really dirty..from years in the machine We were not aware the customer was going on a business trip until almost a week after we credited his account My Reply: If they read their emails - which I am sure they do - they would have known this right awayThey claim they operate with the highest quality yet they opening admit they missed reading my emailIt doesn't work both ways to fit their argumentThey either read my email and chose not to communicate to my business email address or they didn't read it because their systems are flawedSeriously...this is patheticThe bag was not cut open, it was never seal;ed and I returned the same [redacted] part they sent meI would never cheat a person or company out of a dollar never mind $ If I was wrong I would have no problem taking the refund of $But I am right and they are wrongI want my full refund.And as for the two attachments...the 1st attachment is unreadable...maybe a mistake on their partSloppy service Sincerely, [redacted]

Thank you for providing feedback on customer's experience with FitnessRepairParts.comWe value this feedback and an important element in crafting a better customer experience for the 50,000+ orders we ship every yearWhile the vast majority of our customers are satisfied or elated with their experience, we can always learn more from the few negative experiences After having reviewed this order thoroughly, here is the information about this order that we have gatheredI do show the customer contacted us on 01/08/to advise there was an issue with the strap and the monitor, at that time, as per our warranty and return policy, we did request pictures of the model and serial number of his unit and a part comparison on how the parts did not work for this customerThe customer sent us part comparison pictures only on 01/11/18, we requested the additional pictures of the model and serial number as originally requestedThe customer contacted us again on 01/12/and we advised him, we had done some research and discovered the issue was on our end, and he did not need to send any additional pictures Customer also was advised per the warranty and return policy it could take up to days for completion of the RA process When we make an error and mistakenly ship out the wrong part, we readily cover the return shipping back to us and ship out a no cost replacement In this instance due to the price of the part, we do not want it returned and have already issued a no cost replacement order for this customer We have also attempted to contact this customer and left voicemail messages regarding this issueWe apologize for any inconvenience this may have caused the customer, however, we have taken care of the issue well within the day time frame We have done what we needed to do to make this correct this situation and are not sure what else the customer is looking for I have attached a copy of the warranty and return policy the customer must agree to before the end of checkout for you review as well We are an organization that believes strongly in integrity and honestyOnce again, thank you for the opportunity to review customer feedback and learn from it

Thank you for providing feedback on customer's experience with FitnessRepairParts.comWe value this feedback and an important element in crafting a better customer experience for the 50,000+ orders we ship every yearWhile the vast majority of our customers are satisfied or elated with their experience, we can always learn more from the few negative experiencesAfter examining the issue in detail, we here is the information I have discoveredAs the customer suggested, they did contact us regarding an issue with one of the controller, they stated that the part they received was defective For any defective return, we need a picture of the model and serial number of the unit to insure the part is being installed on the correct machine, it is the customers responsibility to ship the part back to us and once the part is received, we will send out a no cost replacement part The customer did send the needed pictures, but then he decided he would just like a full refund As per the warranty and return policy that customer must agree to before the end of check out and also that is printed on the back of their invoice, “We replace defective parts; we do not provide full refunds for defective partsIf you wish to RETURN a defective part rather than have the part replaced the refund is subject to both restocking and electronics inspection/testing fees.” This customer informed us he wants a refund and no longer wishes to have a replacement part, so this will be a refund and all applicable fees will apply We have received this part in the warehouse and the refund it being processed, the customer will see the adjusted refund less the fees back in their account within daysOur return policy is located here: http://www.fitnessrepairparts.com/return policy.phpWe are an organization that believes strongly in integrity and honestyWe try to be as honest and up front about our return policy as possible with the customerOn the reverse side, our desire for integrity requires that we adhere to our policies when items are returnedWe will be honest to our policy in this instance as wellWe hope that the customer's desire for integrity helps them see that we are simply abiding by the policy to which they agreedWe will review our current communication with the customer about the return policy during the checkout process and see if there is anything we can do further to make this policy clearer to customers as they checkoutOnce again, thank you for the opportunity to review customer feedback and learn from it

Thank you for providing feedback on customer's experience with FitnessRepairParts.comWe value this feedback and an important element in crafting a better customer experience for the 50,000+ orders we ship every yearWhile the vast majority of our customers are satisfied or elated with their experience, we can always learn more from the few negative experiences In reviewing the orders here is the sequence of events: On 02/01/17the customer placed an order for a display consoleOn 2/7/we shipped the part to the customer On 2/10/the part arrived to the customer On 2/13/a request for an RA was received and a Return Authorization was given to the customerCustomer complained about the part not working properly because the incline on her machine was not workingOn 02/20/we received the package back from the customer and shipped a replacement to the customer on 03/03/On 3/07/the customer contacted us to get an RA with a complaint about the part not working againThis request was denied There is a several fold reason for thisManufacturers of the parts adhere strictly to their warranty deadlines and we attempt to be as clear about our warranty policy as possible with the customer before their purchase is complete onlineThey must indicate that they have read and understood our warranty policy during the checkout processThis policy states that the warranty period for electronic parts is days from the delivery date of the first orderBy the time the customer was calling about the second display they had received from us, it was well past the warranty period We also believe there to be a different problem in the machineElectronic problems can often be compounded by surges or shorts in circuits with one piece of electronics harming other connected electronic boardsIn this case, the customer had a problem with their original display, they then had problems with two subsequent displays that they received from usIn total display consoles all having a problemIt is highly likely that the true problem with the machine lies somewhere else and putting additional consoles on the machine would not correct the problemWe did refer the customer to a service provider in her area to help troubleshoot the machine Because the part is both outside of warranty and we believe there is a different problem with the machine, we will not be replacing this display console for a third time We are an organization that believes strongly in integrity and honestyOnce again, thank you for the opportunity to review customer feedback and learn from itFor your convenience, I have also attached a copy of our warranty and return policy

Thank you for providing feedback on customer's experience with FitnessRepairParts.comWe value this feedback and an important element in crafting a better customer experience for the 50,000+ orders we ship every yearWhile the vast majority of our customers are satisfied or elated with their experience, we can always learn more from the few negative experiencesI've reviewed the transaction in question with this customer, as well as the recorded phone conversationsThis customer first placed an order with us on 12/27/the part arrived to him and he contacted us on 12/31/stating the corners and sides were damaged We sent a return label and received the deck back in house on 01/14/and shipped a new one the next day The customer again contacted us on 02/04/16, stating again that there was damage to the deck, we again requested pictures of the damage and packaging, at this time, because of the cost of shipping the deck back again, we did not send a label or require the customer to return the second deck We did advise the customer at this time, per the pictures, this deck simply had cosmetic damage on the surface, that he could keep this deck and we would provide another deck, however, no other claims could be created on this deck We shipped the new deck on 02/05/16, the customer again contacted us on 02/18/stating that again it was damaged and he just wanted a full refund We again requested pictures, which only show a rip in the corner of the box, the deck still completely wrapped and no apparent damage The customer spoke with the online support team manager on 02/19/the phone and by email and was informed, that as per previously stated another claim could not be made on this deck and also, that this deck was not damaged and that the integrity of the deck was not harmedHe then stated that he would just take a refund less the restocking fee and he would just send one back to us He was notified that return authorizations could only be issued days after the original receive date on the original order as per the warranty and return policyFor your convenience, the policy can be found at the following link: https:// [redacted] /return_policy.php We are an organization that believes strongly in integrity and honestyWe try to be as honest and up front with the customerOn the reverse side, our desire for integrity requires that we adhere to our policies when items are returnedWe will be honest to our policy in this instance as wellWe hope that the customer's desire for integrity helps them see that we are simply abiding by the policy to which they agreedWe will review our current communication with the customer about the return policy during the checkout process and see if there is anything we can do further to make this policy clearer to customers as they checkout Once again, thank you for the opportunity to review customer feedback and learn from it

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Address: 650 N Main Center Suite 101, Saint Charles, Missouri, United States, 63301

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