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 year parts and 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
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 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
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-milesThis 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 soBest 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 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/ 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
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 machinei.eBrand nameI 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 machineI 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 mileageThey where very clear about the mileage on the phone and if this is what they are telling me then it should be in the manualI 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 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 year warranty.Please let me know if you have any questions.Best regards, [redacted] Customer Tech Support SupervisorJohnson Health Tech, NA
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-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 applications (months or 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***
Dear Ms [redacted] ,Thank you for informing us of this complaint I reviewed the customer's file and just called him to work on a resolution but had to leave a message with my contact information.Originally the customer reported having an issue with the remote keypads on the handlebars of his elliptical trainer on 5/13/ We requested a proof of purchase prior to sending the parts under warranty The customer stated he sent this to us but we have no record of receiving it and we didn't hear back from him about it until last week.Regarding the recent issue listed in the complaint, the customer called us on 12/31/and reported that the right side link arm broke off of the pedal arm We created an order for the link arm and pedal arm as well as for both upper handlebars in order to resolve the previous keypad issue The order shipped the same day is scheduled to be delivered via UPS tomorrow, 1/7/ Although the customer is outside of the labor warranty for his elliptical by more than a year, I would also like to send a technician to install the parts, inspect the unit and thoroughly test it at no charge to him.Unfortunately I cannot approve the customer's request to refund or replace the unit We are committed to repairing it and have full confidence that the issues can be resolved.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 year parts and 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
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 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
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-milesThis 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 soBest 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 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/ 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
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 machinei.eBrand nameI 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 machineI 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 mileageThey where very clear about the mileage on the phone and if this is what they are telling me then it should be in the manualI 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 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 year warranty.Please let me know if you have any questions.Best regards, [redacted] Customer Tech Support SupervisorJohnson Health Tech, NA
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-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 applications (months or 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***
Dear Ms [redacted] ,Thank you for informing us of this complaint I reviewed the customer's file and just called him to work on a resolution but had to leave a message with my contact information.Originally the customer reported having an issue with the remote keypads on the handlebars of his elliptical trainer on 5/13/ We requested a proof of purchase prior to sending the parts under warranty The customer stated he sent this to us but we have no record of receiving it and we didn't hear back from him about it until last week.Regarding the recent issue listed in the complaint, the customer called us on 12/31/and reported that the right side link arm broke off of the pedal arm We created an order for the link arm and pedal arm as well as for both upper handlebars in order to resolve the previous keypad issue The order shipped the same day is scheduled to be delivered via UPS tomorrow, 1/7/ Although the customer is outside of the labor warranty for his elliptical by more than a year, I would also like to send a technician to install the parts, inspect the unit and thoroughly test it at no charge to him.Unfortunately I cannot approve the customer's request to refund or replace the unit We are committed to repairing it and have full confidence that the issues can be resolved.Please let me know if you have any questions.Best regards, [redacted] Customer Tech Support SupervisorJohnson Health Tech, NA