Johnson Health Tech North America, Inc.

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Dear Ms***,Thank you for informing us of this complaint.First I would like to apologize for any inconvenience caused by the delays in delivering and then servicing the treadmill. When we were first informed of these issues, we granted a day extension to the warranty as a gesture
of good will. Unfortunately, the first service company that we issued the work order to informed us that they could not complete the service and cancelled the dispatch. One of our customer service managers talked to the customer on 2/13/and she agreed to allow the repair of the machine. Replacement parts had already been delivered on 2/11/and the new service company assured us they would schedule the appointment right away. We are fully committed to repairing the machine and as I mentioned already, extended the warranty due to the difficulties experienced.Best regards,*** ***Customer Tech Support Supervisor***

Dear Ms***,Thank you for informing us of this complaint. The customer contends that we should be responsible for the repair of her treadmill, even though it is well beyond the parts and labor warranty period, based on the assertion that a worn belt and deck caused the problems on her
machine. As part of our standard troubleshooting procedure, we attempted to find out possible causes of the issues experienced with the unit and discussed usage to ascertain what level of wear the machine had. A worn running belt and deck can lead to issues with the machine but there is not an exact way to know if they were worn out without an onsite inspection. However, even if these were the root cause of the issue the owner's manual clearly states that wear and tear are not covered under the warranty. The running belt and deck are wear items which is why they are discussed in the maintenance guidelines. The maintenance section of the manual states that preventative maintenance is the key to smooth operating equipment as well as keeping the user's liability to a minimum. It goes on to explain that it is necessary to lubricate your treadmill deck every months or miles to maintain optimal performance. The supervisor of our Direct Sales team corresponded with the customer on 2/5/informing her that, unfortunately, we could not cover the repair of her machine under warranty based on the terms and conditions outlined in the user's manual. He did offer a discount on the circuit board that appears to have failed on the machine however. Our position is unchanged since this last correspondence. We will assist her with parts ordering and technician referrals but these would be at her expense.Best regards,*** ***Customer Tech Support Supervisor***

Dear Ms***,Thank you for informing us of this complaint. I've reviewed the customer's file and her complaint closely matches what we have in our records.Unfortunately, we do not yet have the part she needs to repair her exercise bike but it is on order
and pending arrival to our warehouse. I explored other options on finding the part within our system, however, it is exclusive to her recumbent bike and cannot be substituted from another model. As the customer mentioned, we did offer a warranty extension due to the long wait as a gesture of good will but we recognize that doing so doesn't change the fact that her machine is still not operational. I just called the customer to discuss the situation but had to leave a voicemail message for her. The customer wrote that she would like to be refunded for her purchase. Given the long wait for the part, we have issued a return authorization number which will enable her to return the product to the store. In the message I just left, I provided this RA number and explained that she can take the unit back to the place of purchase. As the manufacturer, we will not issue a direct refund as she requested but instead this must go back to store where she bought it. Alternatively, if the customer is willing to wait for the part, we will certainly send it once available. I would also like to add year to her warranty which would double the standard year parts and service warranty that comes with the machine if she decides to keep it. Please let me know if you have any questions.Best regards,*** ***Customer Tech Support SupervisorJHTNA

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Although I appreciate the delivery update and the new part, I would still like this unit to be replacedI have waited months to get this resolved and have to install a motor that may or may not fix my problemThe unit is outside of the factory warranty now and will not be guaranteed a resolution by simply receiving more partsI don't care to install these components and risk personal injury or take a chance on the unit causing more electrical issues in my houseI would like the unit replaced completely as I have now waited too long for parts and will have to pursue the same course of action if this piece does not resolve the problem
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
As I had stated in previous emails, It was told to me that the track should be replaced at 1200-1500 miles. This is not in the owners manual.    I have kept up to date on the recomended maintence which is in the manual.   If the company contends that I should have replaced my track and deck at a specific milage then that should be in the manual.When I stated this to the representative she stated that " we can not put everything in the manual".  I feel this is a big thing to leave out of the manual and I can not be held responsible for not maintaining my treadmill if I was not given the proper information to do so. Best Regards[redacted][To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
 
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I did state that we where using same lubricant  that was given with the machine. i.e. Brand name. I then went and looked at the bottles of product that I have and stated that they are 100% silicone for treadmill use,  I did this  when I was on the phone with the representative . Yes my husband does lubricate it when we told to by the machine. I am more then happy if the company would like to come and look at my treadmill to determine if it was the deck which caused this problem which is what was told to me on the phone and I feel they now are back stepping on the issue on the mileage. They where very clear about the mileage on the phone and if this is what they are telling me then it should be in the manual. I feel they did not provide enough information to me so I could properly maintain my treadmill.Best Regards[redacted]
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Dear Mr. [redacted],I am writing in response to the customer's latest rejection of our offer.  It is unfortunate that while we are making gestures of good will to resolve the situation, he feels that it is necessary to spread negative publicity about our products based on having an issue with one of our treadmills which we are working to repair under warranty, have offered a 1 year warranty extension, and also gave him the option of receiving a brand new treadmill shipped directly to his home instead. As he requested, I have sent a confirmation email regarding the warranty extension.Please let me know if you have any questions.Best regards,Jamie [redacted]Johnson Health Tech North America

Hello,I have reviewed the customer's response but our company has not changed its decision.   The type of use, weight of the users, as well as the type, amount and frequency of lubrication can all make a difference in determining the lifespan of a running belt and deck.   Again, there is no evidence that the belt/deck caused the problems experienced on this unit.  If there was, after this many years of use that would be the result of wear which is not covered by the warranty.  Our representatives take the information provided and formulate suggestions on possible causes.  A belt may need to be replaced between 1200-1500 miles but it could last for several more thousand miles than that.  In the original conversation it was mentioned that although the lubrication maintenance was done, the customer had the original bottle that came with the machine which is actually only good for 2 applications (12 months or 300 miles).   The customer indicated that her husband took care of it and thought he bought more at a store.  With this information the representative may have thought not enough lubrication had been added over the years and the belt/deck could likely have been worn.I am sorry that the customer is having an issue but this machine is not under warranty and will not be repaired at our expense.Best regards,[redacted]Customer Tech Support Supervisor[redacted]

Dear Mr. [redacted],Thank you for informing us of this customer's complaint regarding his AFG Pro 7.2 treadmill. Our records indicate that the customer informed us of an issue with his treadmill related to the running belt "slipping" in January and about a week later he reported that the belt...

actually became damaged. We created an order for a new running belt and rollers on 1/24/17 although, unfortunately, the running belt was out of stock at the time and wasn't delivered until 2/10/17.  The service technician dispatched to do the repair went to the customer's home yesterday, 2/22/17 but found that the root cause of the issue was a damaged running deck. The technician placed the order with us immediately and it has already shipped with an estimated delivery date of next Monday, 2/27/17.I sincerely apologize for the issues the customer has experienced with his new treadmill and understand his frustration with the amount of time it is taking to get this fully resolved. I am confident that we now fully understand the cause of the problem and will be able to get the machine repaired in the follow up visit.  The customer has indicated that he doesn't want to go through the process of returning the unit but would instead like monetary compensation.  Although we do not provide monetary compensation for product issues, I can offer to extend the warranty on the machine for a period of 6 months which should cover all of the down time experienced. Alternatively, if the customer changes his mind regarding a return, we are also prepared to send a replacement machine. We will do our best to resolve the situation as quickly as possible.Please let me know if you have any questions.Best regards,Jamie [redacted]Johnson Health Tech North America

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
Wade [redacted]  I received the warranty extension and the tech fixed the treadmill yesterday. So thats March 1st I finally got to use a treadmill purchased Nov 29. Johnson Health corp should check reviews on their "one" malfunctioning treadmill. It's alot more than one. I've written my review, posted pictures of my dangerous treadmill online, told people at the gym and work, and will continue to warn those who I can about Johnson's products and lack of caring for their customers time, so people can make an educated decision with a large amount of money. I realize this may never impact Johnson fitness as a company but one can only hope. Thank you Revdex.com for your time.

Dear Ms. [redacted],I have reviewed the response by the customer and his request to have a replacement unit sent.Unfortunately, we cannot send a new machine as requested.  The part that we diagnosed as the root cause of the issue was delivered to his home and should be installed to repair his machine.  This treadmill is still under the parts, motor and frame warranty however the labor warranty expired well over a year ago.  If the customer does not feel comfortable installing the new motor as he indicated in his response, we could make referrals for service technicians in his area.  The labor costs for a technician would be his responsibility however.Considering the long wait for the arrival of the motor, I will extend the parts warranty on the machine by a period of 6 months to cover the down time that resulted from this issue.Please let me know if you have any questions.Best regards,[redacted]Customer Tech Support Supervisor

Dear Mr. [redacted],Thank you for informing us of this complaint. I have reviewed the customer's complaint letter and his case file in our records.The customer's account of what happened is consistent with our records and unfortunately, we have not yet completed the repair of his elliptical....

 I apologize for the delay caused by the unavailability of the parts needed to repair his machine.  Due to the down time already with his elliptical, I will agree to his request for a replacement machine.  We will follow up with the customer to discuss the details of the exchange and resolve this as quickly as possible.Please let me know if you have any questions.Best regards,Jamie [redacted]Customer Tech Support Supervisor JHTNA

Dear Mr. [redacted],Thank you for informing us of this complaint. The last note documented on this customer's file was that we had set up a return authorization for the extra Passport pack and sent a return shipping label. We were waiting for the pack to be returned prior to issuing a refund....

In the complaint, the customer stated that she was informed that the pack didn't need to be returned and she would just be refunded. It is unclear where the miscommunication was but at this point, we will just issue a credit back to her account to resolve this as quickly as possible.I apologize for any confusion and delay caused in issuing the refund.Please let me know if you have any questions.Best regards,Jamie [redacted]Johnson Health Tech, NA

Dear Ms. [redacted],Thank you for informing us of this complaint.I've reviewed the file and found that fortunately, the part that had been on backorder finally arrived to our warehouse and was shipped to the customer last week on 3/13/15.  Per UPS it is scheduled to arrive today, 3/17/15.I am sorry...

this took so long to ship and sincerely hope that it resolves the issues with the treadmill.Please let me know if you have any questions.Best regards,[redacted]Customer Tech Support SupervisorJohnson Health Tech, NA

Dear Ms. [redacted],Thank you for informing us of this complaint.I've reviewed the file and we have followed up with the customer to let him know that we would send the replacement part he needs to repair his machine at no charge..Please note that this is being done as a one time exception to...

the warranty since the piece that broke is considered a part and falls under that portion of our warranty.  Our product warranties have different levels and the parts warranty for this product is 1 year from the date of purchase.  At this point it is nearly 1 year past the expiration date of the warranty.  The frame warranty is covered for life for the original owner of the unit but this piece is not a part of the frame.  We define the frame, which is clearly stated in the owner's manual, as the welded metal base of the unit and does not include any parts that can be removed.It is unfortunate that this customer experienced problems with his machine and I sincerely hope that this resolution is satisfactory to him.Please let me know if you have any questions.Best regards,[redacted]Customer Tech Support SupervisorJohnson Health Tech NA.

Dear Ms. [redacted],Thank you for informing us of this complaint.I've reviewed the file and had one of our representatives follow up with the customer today to address the issue he is experiencing with his treadmill.  This unit has a 2 year parts and 1 labor warranty so with a purchase...

date of 3/12/12, it is nearly a year past the parts warranty already.  We therefore cannot meet the customer's request for a replacement machine, however, we did offer a discount on the necessary parts and he accepted the offer.  We sincerely hope this will resolve the issue.Please let me know if you have any questions.Best regards,[redacted]Customer Tech SupportJohnson Health Tech NA

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
Jeffrey [redacted]

Dear Ms. [redacted],Thank you for informing us of this complaint.  The customer stated that he had tried to contact our company multiple times via telephone and email but was not able to connect with us.  I ran a trace using the customer's email address to determine what might have...

happened but couldn't find a record of us receiving an email from him.  We also have a full support staff on hand in our call center taking live calls throughout the day.  I therefore don't have a conclusive explanation as to why he couldn't reach us over the time frame he indicated in his complaint but I  am sorry that he had difficulty getting through to us.  While we are busier this time of year in general, we do respond to every email received and have live representatives ready to answer incoming calls.Regarding his elliptical trainer, yesterday one of our Support Technicians gave the customer a call to troubleshoot the issues he is currently experiencing with his equipment.  He was fortunately willing to check different areas of the machine to pinpoint the noise and will further investigate the issue this coming weekend when he has more time.  We will gladly do everything we can to facilitate the repair of his elliptical with troubleshooting support.  His machine is outside of the parts and labor warranty however, so if it's determined that parts are needed, we will place an order for him and make service provider referrals if requested but these would be at his expense.  The frame is still covered by a lifetime warranty and the resistance brake has a 20 year warranty.Please let me know if you have any questions.Best regards,[redacted]Customer Tech Support SupervisorJohnson Health Tech, NA