Fitness Repair Parts

Complaint: [redacted]
30 days to process an exchange!!?? Yet another example of unreasonable business practices of this business. Never, in all my life have I ever dealt with a company that creates so many obstacles to return merchandise that was defective. Please strongly advise any consumer against doing business with this company. Also no where in this process have they assured me that the part they are going to send will be nondefective. If the new part is defective we will be back to square one in this process and that is why I requested a refund versus an exchange.
Sincerely,
[redacted]

Thank you for providing feedback on customer's experience with FitnessRepairParts.com. We value this feedback and an important element in crafting a better customer experience for the 50,000+ orders we ship every year. While the vast majority of our customers are satisfied or elated with their...

experience, we can always learn more from the few negative experiences.   We have searched the customer’s order, we show that customer received this order on 09/29/17, the customer contacted us on 10/02/17 to create a return authorization and we received the part back on 10/06/17.  All parts that leave our warehouse have our bar code on them so they can be scanned into the box for shipment, also all electronic parts come in a sealed package.  When this part arrived back to us, it was not in a sealed package, did not have our bar code sticker and showed evidence that it had been installed on a machine.  This part was received in as a core rather than a regular return due to the condition it was received in.  A core return is a refundable amount that you get back when we receive an old, re-buildable part back. We, as a courtesy called the customer, to inform him so he  could send the new part back for the return.  Customer states that the controller he bought from us in 2012 was still in his machine and working fine.  Our records show the customer has bought three of these controller since 2012.   When speaking with the customer, we explained that because of the used condition in which this controller was received in, that we would only be able to accept it as his core, which is a $50.00 refund.  Customer stated it was a working part, we did offer to hold the part for 7 days if the customer wanted to send  return label to receive it back to have as a spare and we did supply pictures showing evidence that this controller had been installed and opened from the sealed package. Customer did not send a return label to receive the part back, as we informed him, this was treated as a core refund and we did refund the $50.00 back to the customer account on 10/20/17.   We try to be as clear as possible about our return policy which states, "Only non-used parts can be returned for a refund; if you install it, you own it." 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 honesty. We try to be as honest and up front about our return policy as possible with the customer. On the reverse side, our desire for integrity requires that we adhere to our policies when items are returned. We will be honest to our policy in this instance as well. We hope that the customer's desire for integrity helps them see that we are simply abiding by the policy to which they agreed. We 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: 1. All electronic parts are sealed when they arrive are our warehouse from our vendors. This 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 me. This is the last thing I have time for - to debate what part was sent to me. This is all about principle now - I do not lie - they shipped me the part unsealed. I 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 systems. They 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 about. They claim I cut the bag below the seal - which I did not.I would not swap out parts. The part in my machine should show the bar code as it's the part I bought from them back in 2012. My part is really dirty..from years in the machine.   2. 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 away. They claim they operate with the highest quality yet they opening admit they missed reading my email. It doesn't work both ways to fit their argument. They either read my email and chose not to communicate to my business email address or they didn't read it because their systems are flawed. Seriously...this is pathetic. The bag was not cut open, it was never seal;ed and I returned the same [redacted] part they sent me. I would never cheat a person or company out of a dollar never mind $300.  If I was wrong I would have no problem taking the refund of $50. But I am right and they are wrong. I want my full refund.And as for the two attachments...the 1st attachment is unreadable...maybe a mistake on their part. Sloppy service. 
Sincerely,
[redacted]

I received the incorrect pair of roller pads for my machine. I have included a photo for comparison. One 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 hole. ALL 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 produced. The pads you sent are also over an inch shorter than true Bowflex ones. Please send the correct ones. I do not want a refund, I want the parts I ordered. I live almost 200 miles from the nearest [redacted], so you will have to schedule a pickup in order to have them returned. And 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.

Initial Business Response /* (1000, 5, 2016/03/10) */
Thank you for providing feedback on customer's experience with FitnessRepairParts.com. We value this feedback and an important element in crafting a better customer experience for the 50,000+ orders we ship every year. While 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 customer ordered a controller on 02/13/2016, we shipped this on 02/15/16 and was delivered via FedEx on 02/18/16. All packages have a shipping label that is clearly printed advising customers that packages are to be inspected and if any damage is noticed, we must be contacted at XXX-XXX-XXXX within 3 days of signing for the package so we can begin a damage claim on the item. This customer contacted us on 02/29/16, which was 11 days after he signed for the package, stating that the board had arrived damaged and he wanted a new one or return. We did informed that it was too far past the date in which he signed for the package to start a damage claim and that a Return Authorization could not be started because we cannot accept a damaged part into the warehouse. He asked again about the warranty and return policy in which, we informed and directed him to the policy which states, " Parts altered, tampered with or damaged during installation or shipping are no longer covered by this warranty. " 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. The customer then inquired if we could repair his broken part and he was referred to a service provider in his area.
We are an organization that believes strongly in integrity and honesty. We try to be as honest and up front about our return policy as possible with the customer. On the reverse side, our desire for integrity requires that we adhere to our policies when items are damaged or need to be returned. We will be honest to our policy in this instance as well. We hope that the customer's desire for integrity helps them see that we are simply abiding by the policy to which they agreed. We will review our current communication with the customer about the damage and return policy during the checkout process and shipping to 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.

Thank you for providing feedback on customer's experience with FitnessRepairParts.com. We value this feedback and an important element in crafting a better customer experience for the 50,000+ orders we ship every year. While the vast majority of our customers are satisfied or elated with their...

experience, we can always learn more from the few negative experiences. After examining the issue in detail, we have the following additional information and response to provide. As the customer suggested, they did contact us regarding an issue with one of the cable assemblies sent to them.  Per there warranty and return policy the customer agrees to at the end of check out.  For any defective items, we need a picture of the model and serial number of the unit, not the name decal on the side, the customer stated he was unable to locate that.  We then requested that the customer send comparison pictures for our research team so they could investigate the issue further.  The customer sent one picture of the name decal on the side of the machine, but no model or serial number picture.  The part comparison picture was very blurry and we were unable to make it out, we requested another picture so that we could see the actual parts. I have included a copy of this picture. The customer states the difference was too small to see, so we in the new non-blurry pictures, we ask that he place a tape measure next to the part or show us how the part did not work for his machine so it could be investigated. It is possible the part could simply have a burr from the manufacturing process that was causing it not to fit.  However, the customer has refused to provide pictures as requested.  The customer states would just like a full refund. As per the warranty and return policy, “We replace defective parts; we do not provide full refunds for defective parts. If 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.” The customer stated he would just send the parts back, it was explained to him, that if the parts are sent received before the requested pictures, it will be a normal refund and all restocking fees will apply. We hope the customer send us the picture of the model and serial number of the machine so that we simply send a replacement part for this possibly defective item.  If not a refund will be issued less the restocking fees. Our return policy is located here: http://www.fitnessrepairparts.com/return policy.php. We are an organization that believes strongly in integrity and honesty. We try to be as honest and up front about our return policy as possible with the customer. On the reverse side, our desire for integrity requires that we adhere to our policies when items are returned. We will be honest to our policy in this instance as well. We hope that the customer's desire for integrity helps them see that we are simply abiding by the policy to which they agreed. We 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.

Initial Business Response /* (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.com. We value this feedback and an...

important element in crafting a better customer experience for the 50,000+ orders we ship every year. While 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 gathered. The team member that the customer spoke was following protocol regarding the minimum order fee on a normal return, however, after further investigation we discovered this in fact, was not a normal return. Our website inadvertently in error, listed two separate pedal sets for the customer model number. Due to the age of the machine, it took extensive research to locate if the 9/16" or the 1/2" pedal was correct. After further investigation, we did learn that the customer needed a 1/2" pedal. We have corrected our website and acknowledge that we have mistakenly ship out the wrong part. We apologize for any inconvenience this may have caused the customer. Also, 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 afternoon. I 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 honesty. Once 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.com. We value this feedback and an important element in crafting a better customer experience for the 50,000+ orders we ship every year. While the vast majority of our customers are satisfied or elated with their experience, we can always learn more from the few negative experiences.

Thank you for providing feedback on customer's experience with FitnessRepairParts.com. We value this feedback and an important element in crafting a better customer experience for the 50,000+ orders we ship every year. While 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 order. Customer 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 them. We 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 honesty. We try to be as honest and up front about our return policy as possible with the customer. On the reverse side, our desire for integrity requires that we adhere to our policies when items are returned. We will be honest to our policy in this instance as well. We hope that the customer's desire for integrity helps them see that we are simply abiding by the policy to which they agreed. We 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. –

As per the warranty and return policy that has to be agreed upon before the end of checkout, electronic parts have a 15 day warranty and return policy from the date the customer receives the package.  This customer signed for this package on 10/15/16 and did not contact us until 03/03/17, which was 139 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.

Initial Business Response /* (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.com. We value this feedback and an important element...

in crafting a better customer experience for the 50,000+ orders we ship every year. While 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 customer. It appears that they originally placed an order for a replacement display on 04/14/15 we shipped the order on 04/14/15 and it was delivered on 04/16/15. The customer contacted us on 04/21/15 to inform us the part was damaged. We started a damage claim for this item, a replacement order was created and a replacement part was shipped all in the same day. This part was delivered to the customer on 04/23/15. Customer then contacted us on 04/29/15 stating after trying to install the new display herself, that she was still receiving an error code. We created a return authorization for the part and the customer returned the item to us and it was received into our warehouse 05/15/15. The return was processed and a new order was created on 05/28/15. At this point the display was out of stock and needed to be ordered from our vendor. We received the part and sent the third replacement on 06/03/15, the customer received this one 06/05/15. The customer contacted us again on 06/17/15 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 15 days from delivery date of original order. This 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 equipment. We will no longer be able to accept this for a return as it is beyond the warranty period from the original date of shipment. We 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 honesty. We try to be as honest and up front about our return policy as possible with the customer. On the reverse side, our desire for integrity requires that we adhere to our policies when items are returned. We will be honest to our policy in this instance as well. We hope that the customer's desire for integrity helps them see that we are simply abiding by the policy to which they agreed. We 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.

We did exactly what the customer requested:  we  sent to him at no cost a replacement in 11 days.  Our normal return time is 30 days.  [redacted] tracking number is:  [redacted].  It is scheduled to be delivered 1/26/2018 by the end of the day.

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.

Complaint: [redacted]
I am rejecting this response because: There was never a third part received as I told them  with the return of the second part that I did not want any other parts sent that I wanted a full refund.
Sincerely,
[redacted]

Initial Business Response /* (1000, 7, 2015/06/14) */
Thank you for providing feedback on customer's experience with FitnessRepairParts.com. We value this feedback and an important element in crafting a better customer experience for the 50,000+ orders we ship every year. While 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 customer and it appears that at this point the customer has received their replacement. The return did take 15 days to process through our system, and while this is half of our stated 30 day turn around policy, it is slower than we would like to see. The customer seems concerned that the initial order was shipped in two days, but the return took longer. As an explanation, there are more processes involved in a return than an initial shipment. Parts must be verified to be correct, in working order, accounted for properly in our inventory and accounting systems, and most importantly quality controlled to insure the second shipment to the customer is correct, Unfortunately all of these things take time and lengthen this process. All of this extra time and cost is a primary reason we strive for and maintain industry leading low return rates. Hopefully this explanation helps with understanding why a return will take longer to turn around than a initial order, however none of this excuses the unusually long turn around time for us. We are working diligently to make sure all returns are processed as quickly as possible. Hopefully the replacement the customer how has is satisfactory.
Once 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.com. We value this feedback and an important element in crafting a better customer experience for the 50,000+ orders we ship every year. While 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 customer. It appears that they originally placed an order for a set of pedals and three wiring harnesses on 07/08/15 at that time, two of the wiring harness that were ordered were out of stock and needed to be ordered from our vendor. It normally takes 1-2 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 case. Once the parts arrived in our warehouse they were shipped out on 08/27/15 and the order was delivered to the customer on 09/01/15. The customer contacted us by email (support ticket) on 09/30/15 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 pedals. He stated we refused the package and he had received it back. We 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 pedals. It was explained that per the Warranty and return policy, electronic parts have a 15 day and non-electronics have a 30 day return policy from the day they are received and at this point the order was delivered 35 days prior. The 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 longer. We did grant a 5 day extension for the pedals and a RA was created for the customer and the information supplied to him on correct return procedures. However, the refund would be lower than the normal 20% restocking fees because of the minimum order fee. We 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 $25 minimum order will be adjusted to meet that minimum requirement for the rest of the order. Minimum 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 machine. https://www.fitnessrepairparts.com/cart/ViewItem/XXXXXXXX. We 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 them. This return policy is located here: http://www.fitnessrepairparts.com/return_policy.php . While we understand that the customers frustration. We 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 honesty. We try to be as honest and up front about our return policy as possible with the customer. On the reverse side, our desire for integrity requires that we adhere to our policies when items are returned. We will be honest to our policy in this instance as well. We hope that the customer's desire for integrity helps them see that we are simply abiding by the policy to which they agreed. We 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.

Thank you for providing feedback on customer's experience with FitnessRepairParts.com. We value this feedback and an important element in crafting a better customer experience for the 50,000+ orders we ship every year. While 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 customer and have come to the following conclusion. The customer ordered this electronic part on 02/22/16, it shipped from us on 02/23/16 and was received by the customer on 02/26/16.  This customer originally contact us on 04/25/16 stating that the part would not work, this was 59 days after the date of deliver.  Per our policy on electronic parts, customers only have 15 days to return a part from the date of delivery.  The manufacturers provide only a short 15 day warranty on electronic parts, and because these are OEM parts we are not able to extend a warranty beyond what the manufacturer provides. We try to be as clear as possible about this by documenting it on our return policy. 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.  This is why we were unable to create a return for this item. We are an organization that believes strongly in integrity and honesty. We try to be as honest and up front about our return policy as possible with the customer. On the reverse side, our desire for integrity requires that we adhere to our policies when items are returned. We will be honest to our policy in this instance as well. We hope that the customer's desire for integrity helps them see that we are simply abiding by the policy to which they agreed. We 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 although we purchased this product in October and did not contact them until February, we had only used the device 5 times in that period.  It took a while to get the product installed and I do not use the treadmill every day.  By the time it stopped working (after only 5 uses) it was January, and then my husband had to locate the paperwork, and I did not have time to contact them until February.  A $377 part should last longer than 5 uses, and it is ridiculous that they would not even consider doing anything to refund, replace or even acknowledge that a part that expensive should have worked for longer than 5 uses.  This is a terrible company that sells faulty and expensive products and does not have the integrity to stand by their product with a working replacement.  All I want is a working part.  That is not too much to ask for $377. 
Sincerely,
[redacted]

Thank you for providing feedback on customer's experience with FitnessRepairParts.com. We value this feedback and an important element in crafting a better customer experience for the 50,000+ orders we ship every year. While 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 console. On 2/7/2017 we shipped the part to the customer On 2/10/2017 the part arrived to the customer On 2/13/2017 a request for an RA was received and a Return Authorization was given to the customer. Customer complained about the part not working properly because the incline on her machine was not working. On 02/20/17 we received the package back from the customer and shipped a replacement to the customer on 03/03/17. On 3/07/2017 the customer contacted us to get an RA with a complaint about the part not working again. This request was denied.   There is a several fold reason for this. Manufacturers 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 online. They must indicate that they have read and understood our warranty policy during the checkout process. This policy states that the warranty period for electronic parts is 15 days from the delivery date of the first order. By 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 machine. Electronic problems can often be compounded by surges or shorts in circuits with one piece of electronics harming other connected electronic boards. In this case, the customer had a problem with their original display, they then had problems with two subsequent displays that they received from us. In total 3 display consoles all having a problem. It is highly likely that the true problem with the machine lies somewhere else and putting additional consoles on the machine would not correct the problem. We 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 honesty. Once again, thank you for the opportunity to review customer feedback and learn from it. For your convenience, I have also attached a copy of our warranty and return policy.

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, 2016 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.com. We value this feedback and an important element in crafting a better customer experience for the 50,000+ orders we ship every year. While 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 gathered. I do show the customer contacted us on 01/08/18 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 customer. The customer sent us part comparison pictures only on 01/11/18, we requested the additional pictures of the model and serial number as originally requested. The customer contacted us again on 01/12/18 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 30 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 issue. We apologize for any inconvenience this may have caused the customer, however, we have taken care of the issue well within the 30 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 honesty. Once again, thank you for the opportunity to review customer feedback and learn from it.