Nautilus Inc

December 30, 2016Revdex.comServing Alaska, OregonAnd Western WashingtonDear Revdex.com,Thank you for calling my attention to the complaint filed by Mr. [redacted], reference No: [redacted]. I understand that Mr. [redacted] is requesting a refund of $500 to compensate for a...

promotion his wife had received due to not receiving financing approval. Due to the confusion Nautilus would like to honor Mr. [redacted]’s request and refund him the difference between the two offers he was presented.
We would like to note that the offer in question is intended for the original recipient who was approved for financing and is not transferrable.
A refund has been set up under [redacted] in the amount of $500. This will be available on the original form of payment within 30 days of today.
I apologize for any inconvenience and thank you in advance for your patience.  Should you have any questions please contact me directly.I request this case be closed.Sincerely,Amanda C[redacted] | Nautilus, Inc.Nautilus Response TeamWorld Headquarters | 17750 SE 6th Way, Vancouver, WA 98683Main:  800.605.3369 Direct: 360.859.5452Email: [redacted]@nautilus.com

Bowflex satisfactorily resolved this issue.  They went above and beyond to correct it and I am appreciative.
 
[redacted]

June 30, 2015 Revdex.comServing Alaska, OregonAnd Western Washington Dear Revdex.com, Thank you for calling my attention to the complaint filed by Mr. [redacted],reference No: [redacted]. I understand that Mr. [redacted] is requesting a...

technician, at no charge, to install the parts he ordered under warranty.We have contacted Mr. [redacted] and set up a technician to install the parts for Mr. Dallago, at Nautilus’ expense. I hope that this information will resolve Mr. [redacted] complaint.  I apologize for any inconvenience and thankyou in advance for your patience. Should Mr. [redacted] have any questions, please contact me directly within the next 14days.  I request this case be closed. Sincerely,   Jessica E[redacted] | Nautilus Inc.Consumer Relations Specialist World Headquarters [redacted], Vancouver, WA 98683Email: [redacted]@nautilus.comDirect: [redacted]

Complaint: [redacted]I am rejecting this response because: I have provided them with all info their product was recalled and its not fair mine does not get replaced I did in fact send them in after being told that there was a recall on the 1090Sincerely,[redacted]

September 24, 2015 Revdex.comServing Alaska, OregonAnd Western Washington Dear Revdex.com, Thank you for calling my attention to the complaint filed by Mr. [redacted], reference No: [redacted]. Iunderstand that Mr. [redacted]’s desired resolution is...

to have Nautilus replace his elliptical with a treadmill. I have researched the situation and not all of the facts in Mr. [redacted]’s complaint are consistent with our records.Mr. [redacted] purchased the Schwinn 430 from [redacted]. As part of our contract with [redacted] handles all warranty issueswith their customers. The wheel replacement came from [redacted] and the parts that were never delivered were ordered from [redacted], not Nautilus.After [redacted] would no longer work with Mr. [redacted], Nautilus stepped in to handle the warranty issues. Nautilus tried to troubleshootthe issues with Mr. [redacted] and he insisted that we send him a new treadmill and take back the elliptical. Schwinn’s warranty reads in part:-Install replacement parts or components in accordance with any Nautilus instructions. -Perform diagnostic procedures with a trained Nautilus, Inc representative if requested.Mr. [redacted] was unwilling to allow us to troubleshoot the issue with him. We are unable to send a treadmill as a replacement for the elliptical since the elliptical was originally purchased from [redacted] and replacing an elliptical with a treadmill is not part of the warranty. I have spoken with Mr. [redacted] and as a goodwill gesture, we have agreed to replace his Schwinn 430 with a Schwinn 470. Per his request, he will assemble the new elliptical himself and Nautilus will remove the old elliptical from his home. The equipment removal is being done at no charge to Mr. [redacted].I apologize for any inconvenience and thank you in advance for your patience. Should you have any questions, please contact me directly. I request this case be closed. Sincerely,Jessica E[redacted] | Nautilus, Inc.Executive Response TeamWorld Headquarters | [redacted], Vancouver, WA 98683Main:  [redacted]Email: [redacted]@nautilus.com

June 26, 2015 Revdex.comServing Alaska, OregonAnd Western Washington Dear Revdex.com, Thank you for calling my attention to the complaintfiled by [redacted] [redacted], reference No: [redacted]. I understand that Mr. [redacted] is requesting Nautilus to honor his...

warranty sincethe parts needed to fix his machine are no longer available. I researched this situation and have found thefollowing:·        May 18th, Mr. [redacted] called to ordera new servo motor and a spring was sent. ·        June 2, Mr. [redacted] was told the servo motor wasno longer available, and to try an “After Market” reseller to locate andpurchase the part.·        June 9, Mr. [redacted] was told the part was nolonger available and to try other aftermarket parts sellers.Sincethe Schwinn 431 Elliptical is covered under warranty we are replacing themachine with a comparable model, a Journey 4.0 Elliptical.  I apologize for any earlier inconvenience.  I request thiscase be closed. Sincerely,  Jessica E[redacted] | Nautilus, Inc.Executive Response TeamWorld Headquarters | [redacted] Vancouver, WA 98683Main:  [redacted]     Direct:[redacted]Email: [redacted]@nautilus.com

Nautilus, Inc.[redacted]Vancouver, WA 98683November 16, 2016Revdex.comServing Alaska, OregonAnd Western Washington
Thank you for calling to my attention the complaint filed by [redacted] on 11/05/2016 under Complaint ID: [redacted]. I understand that [redacted] wishes to have his...

TreadClimber TC10 repaired at no cost to him.
[redacted] purchased the TC10 on 11/28/2013. The machine carries a 2-year warranty on the frame, mechanical parts, electronics, hydraulics, motor, and all other components. The warranty details are available online on page 55 of the owner’s manual: http://download.nautilus.com/supportdocs/AM_OM/Bowflex/BFX.TC10.AM.OM.WARR.EN.pd...⇄ /> [redacted] had previously purchased a motor and motor control board through Amazon, these parts were not purchased directly via Nautilus. On 10/27/2016 Nautilus sent a motor at no cost to [redacted] as a goodwill gesture in hopes that this would complete the repair.
Currently there is an H15 error which indicates a communication error so the upper and lower cables were recommended. There is a quote order for these cables that was set up on 9/7/2016, the purchase price is $40.74, excluding shipping and handling. Nautilus will send these out at no cost to attempt to resolve the H15 error, order SO-71857463 will ship in 2-10 business days.
The machine is outside of the warranty by almost a year and therefore any future repair and technician services would be at [redacted]’s expense. Nautilus would like to offer 25% off any parts and/or service visits if [redacted] would like to continue repairing his unit. To ensure we get to a clear resolution Nautilus recommends [redacted] contact Nautilus when he is with his machine so we can determine what next action is needed. Nautilus offers free troubleshooting over the phone Monday-Friday, 6AM-5PM, PST by calling 800-605-3369.
I apologize for any inconvenience and if you have any questions, please contact me directly.
Nautilus requests this case be closed.Thank you,
 
Amanda C[redacted]
Nautilus Response Team

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. Sincerely, [redacted] P.S. Thank you so much for your help!

Complaint: [redacted]I am rejecting this response because: Unlike what this company representative has alleged concerning an appointment, there is no appointments scheduled. They submitted an email on August 9th telling me I have an appointment on Monday August 15, between 4-8 pm. I was also informed if that time frame did not work to reply to the email, which I did and also called them, informing them, availability until 8 PM in the evening was not an appropriate time, I told them on the phone Monday would work between 4 and no later 6 PM, and no one ever called back to verify this appointment. So, as we stand, there is no appointments scheduled as this representative alleges, as of now 4:09 eastern time, no one has called back to confirm this so called appointment. The communication with this company is poor, they do not return calls, nor they respond to emails. Never again, will I buy anything from them. Sincerely,[redacted] & [redacted]

December 22, 2016
Revdex.com
Serving Alaska, Oregon
And Western Washington
 
Dear Revdex.com,
I have reviewed the warranty information sent in by Mr. [redacted] in regards to reference No: [redacted].  The warranty from Mr. [redacted]’s manual does state that normal wear and tear is not covered. However, due to the miscommunication, Nautilus would like to replace Mr. [redacted]’s power rods at no charge for this one instance. Any future warranty claims for the power rods for wear and tear will be at cost to Mr. [redacted].
In my original letter, I used the purchase date that the customer provided, 11/25/2006, in his initial complaint. I have set up an equipment record for this machine on the customer’s record using that date.
Nautilus requests this case be closed.
Thank you,
Robyn B[redacted]
Nautilus Response Team

May 24, 2017 Revdex.com Serving Alaska, Oregon And Western Washington Dear Revdex.com, Thank you for calling my attention to the complaint filed by Mr. [redacted], reference No: [redacted]. I understand that Mr. [redacted]’s experience with our assembly company was...

unsatisfactory because the assembler didn’t call the customer an hour before his estimated arrival and ultimately didn’t arrive prior to the end of the appointment window. I have researched the situation and discovered the following: The assembly window was scheduled for Friday, May 19, 2017 between 12 pm – 4 pm local time. On May 19th, Mr. [redacted] called Nautilus Customer Care twice wanting to better pinpoint when the assembler would arrive, indicating he’d been told by a representative from the assembly company that he could do so by calling them on the day of the appointment. Per the customer this turned out not to be true, which precipitated his call to Nautilus where we explained the service window and that the assembler should arrive prior to the end of the service window. Mr. [redacted] called Customer Care a third time after the assembly window had passed without the assembler arriving or calling indicating that he wanted the assembly date rescheduled and wanted to be refunded for the assembly for his inconvenience. Nautilus entered a credit refund to reimburse the customer for the assembly charges for his inconvenience and notified the service company so they can reschedule the assembly visit at no cost to the customer. The customer will be refunded $264.81 within the next seven business days. I apologize for any inconvenience and thank you in advance for your patience.  Should you have any questions please contact me directly. I request this case be closed. Sincerely,   Shawna G[redacted] | Nautilus, Inc. Executive Response Team |Nautilus World Headquarters 17750 SE 6th Way Vancouver, Wa 98683 Direct: 800-859-5739

Complaint ID:     [redacted]
 
Nautilus has requested information on the 1090's and is still waiting on the serial number.  Please provide Nautilus with this information, the serial number is located at the bottom of the base.
This way we will be able to determine if the 1090’s are subject to the safety upgrade.  Nautilus will be able to assist you in determining this yet additional information is required.

October 6th, 2015Revdex.comServing Alaska, OregonAnd Western WashingtonDear Revdex.com,Thank you for calling my attention to the complaintfiled by Mrs. [redacted], reference No: [redacted]. I understand that Mrs.[redacted] desired resolution is receive a full refund for their...

machine.Mrs. [redacted] purchased a Max Trainer 10/6/15. Sincethe machine was purchased in October of 2014 we are unable to offer a refundfor the machine per our Return Policy. -Your satisfaction is guaranteed. If you're not100% satisfied with your purchase, simply contact our Customer Servicedepartment at [redacted] within six weeks of delivery for a ReturnMerchandise Authorization (RMA) number. Refund is less all shipping andhandling.Mrs. [redacted] first contact regarding issue was byemail on 3/31/15 in which Mrs. [redacted] stated she was unable to use herequipment. Due to the nature of Mrs. [redacted] issue we encouraged her to makethe repairs since she was outside her labor warranty as of 1/7/15. The Max Trainer warranty states: -Labor 90 days -(Labor support does not include the installationof replacement parts involved in the initial product assembly and preventativemaintenance services. All repairs covered under the labor portion of thewarranty must be preauthorized by Nautilus. The customer will be responsiblefor a minimal trip charge.)I have spoken with Mrs. [redacted] and because sheis uncomfortable working on the machine we are sending a free technician toinstall necessary parts and complete repair. I apologize for any inconvenience andthank you in advance for your patience. Should you have any questions,please contact me directly. I request this case be closed.Sincerely, Kailee O[redacted]Executive Response Team Nautilus, Inc. World Headquarters[redacted]Vancouver, WA 68683[redacted]@nautilus.com

April 17, 2017 Revdex.comServing Alaska, OregonAnd Western Washington  Dear Revdex.com, Thank you for calling my attention to the complaint filed by [redacted], reference No: [redacted].  Nautilus is aware of the situation and our Consumer Relations...

Team is reaching out to [redacted]. I apologize for any inconvenience and thank you in advance for your patience. Should you have any questions, please contact me directly.  I request this case be closed. Sincerely, Tracy Tracy Z[redacted] | Nautilus, Inc. Nautilus Response Team World Headquarters | 17750 SE 6th Way, Vancouver, WA 98683 Main:  800.605.3369 Direct: 360.859.5312Email: [redacted]@nautilus.com

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. Sincerely, [redacted]

October 23, 2107 Revdex.com Serving Alaska, Oregon And Western Washington Dear Revdex.com, Thank you for calling my attention to the complaint filed by Mr. [redacted], reference No: [redacted]. I understand that Mr. [redacted] is requesting to exchange his product. Nautilus...

stands by Buy Back Guarantee, 6-wk Satisfaction Period, this has passed and therefore a return or exchange are not an option. Nautilus will honor 10% off the purchase of a new Treadmill or 30% off a new TreadClimber. I have researched the situation and discovered the following: 6/16/2017            Ordered the Max Trainer 5, [redacted] 6/21/2017            Received the Max Trainer 5 according to tracking [redacted] via FedEx8/2/2017              Buy Back Guarantee, 6-wk Satisfaction Period ended, details are on page 54 of the owner’s manual: http://download.nautilus.com/supportdocs/AM_OM/Bowflex/BFX.M5.MAX.AM.OM.WARR.EN....⇄ Inquired about a return or exchange stating it was uncomfortable and difficult to use9/25/2017            Supervisor stated that Nautilus will not accept the return or exchange and offered a discount off the purchase of a new model I apologize for any inconvenience and thank you in advance for your patience.  Should you have any questions please contact me directly. I request this case be closed. Sincerely, Justin G[redacted] | Nautilus, Inc. Nautilus Response Team World Headquarters | 17750 SE 6th Way, Vancouver, WA 98683 Main:  800.605.3369 Direct: 360.859.5302 Email: ­[redacted]@nautilus.com

July 1, 2015 Revdex.comServing Alaska, OregonAnd Western Washington Dear Revdex.com, Thank you for calling my attention to the complaint filed by Ms. [redacted], reference No: [redacted]. I understand that Ms. [redacted]’ desiredresolution is to have...

Nautilus remove the defective TC10 from her home. I have contacted Ms. [redacted] and per our conversation this matter has already been resolved.  Ms. [redacted]’ TC10 will be removedat Nautilus’ expense. I apologize for any inconvenience. Thank you for your patience in resolving this matter. Should you have any questions, please contact medirectly.  I request this case be closed. Sincerely,   Jessica E[redacted] | Nautilus, Inc.Executive Response TeamWorld Headquarters | [redacted], Vancouver, WA 98683Main:  [redacted] Direct: [redacted]Email: [redacted]nautilus.com

January 9, 2017Revdex.comServing Alaska, OregonAnd Western WashingtonDear Revdex.com,Thank you for calling my attention to the complaint filed by Mr. [redacted], reference No: [redacted]. I understand that Mr. [redacted] purchased a Bowflex Blaze through [redacted] on...

[redacted] on November 21, 2016 and requires a replacement part so that he may complete the assembly of his machine.
I have researched the situation and discovered the following:
On December 28, 2016 Mr. [redacted] called Nautilus Customer Care and expressed he needed a part to complete the assembly. Mr. [redacted] was advised that Nautilus would need to review his proof of purchase to determine whether or not the [redacted] retailer he purchased through was an authorized Nautilus retailer. On January 3, 2017 Mr. [redacted] called Nautilus to check the status of the inquiry and was advised he would be contacted within two business days with the determination. On January 5, 2017 Nautilus determined that the [redacted] retailer, [redacted], was a non-authorized retailer and as such Mr. [redacted] is not entitled to warranty replacement of his product. This same day, Mr. [redacted] filed his complaint with the Revdex.com.
Nautilus recommends that Mr. [redacted] contact the retailer, [redacted], to discuss either return or replacement of his Bowflex Blaze. The part needed is not a part that can be replaced and would require a machine replacement. Nautilus, Inc. understands that this is an unforturnate situation and would like to offer 20% off a new machine if Mr. [redacted] would like to purchase directly through Nautilus.
I apologize for any inconvenience.  Should you have any questions please contact me directly.Nautilus requests this case be closed.Sincerely,Shawna G[redacted] | Nautilus, Inc.Nautilus Response TeamWorld Headquarters | 17750 SE 6th Way, Vancouver, WA 98683Main:  800.605.3369 Direct: [redacted]Email: [redacted]

Complaint: [redacted]I am rejecting this response because: The business has their facts incorrect. First incorrect fact. The motor shipped to me was not because they wanted to fix my machine. It was as a gesture of good will resulting from being put on "hold" by a rep but not really and she went on to disparage me and I heard the entire conversation. I was just waiting to be transferred to make the payment for the motor at that time. Going further, the machine broke down in March not the last time I called. I went on vacation and upon my return it started the error and I called as soon as I was settled in. It was at that time that all these courtesy replacements should have occurred because it was very close to the warranty expiration date. I would have preferred an expert on these machines to troubleshoot and diagnose it for 2 reasons; 1. Find the actual cause and fix it right the first time and 2. With that knowledge obtained from mine, have a greater understanding of why this is happening and solve it for the many customers, new and old blogging about the same issue on Facebook and other blogging websites. I paid good money for the machine and 2 year warranty is great it one would expect a Top Notch built Machine from Bowflex and certainly have a Return on Investment that far exceeds 27 months. Especially since it's not heavily used and well maintained. To make this work for me, I need to have it fixed once and for all and I don't want to go back and forth with possible clues to the malfunction. This Christmas I was planning on adding a new machine from them. Seeing how this machine failed so soon as the warranty expired, put second thoughts on that idea. Bowflex knows that I own several pieces of equipment and I placed my trust in them for the name brand and it's useless to me right now. Lastly, not that it's their fault, but I'm fighting cancer and am weak. The machine is heavy and troubleshooting, lifting it and replacing parts will not happen for a long time. The machine is needed for indoor walking to build up my strength after 3 surgeries. I did explain that to their rep. I wouldn't have filed a Revdex.com complaint if I didn't feel mistreated, misunderstood and I have a machine I paid good money for, just sitting there. Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:I have not received any return postage in an email as an attachment a subject or anything.Sincerely,[redacted]