Nautilus Inc

Complaint ID:  [redacted]
[redacted] originally purchased the TC5 on 2/16/2015 the machine has a one year warranty.  Nautilus honored the warranty on 5/18/2015 where the belts were replaced and again 1/5/2016 where the customer sent in three pictures of a damaged bolt.  Nautilus has...

corrected the issue and replaced the bottom base of the machine by sending a new box 2 (delivered 1/12/2016) in addition Nautilus sent a speed pick up wire (delivered 1/20/2016).  In addition we offered to send a technician to replace the parts at no charge to the customer, generally this service is $189 per visit.  Nautilus will support the machine under the warranty terms as stated online, www.bowflexcatalog.com, under product manuals.  Nautilus will not refund the customer and or buy back the machine as requested.  If [redacted] would still like to take advantage of the technician Nautilus will set this up.  The warranty ends on 2/16/2016.
How Nautilus Will Support The Warranty
Throughout and as set forth under the terms of the Warranty, Nautilus, Inc. will provide a replacement of any component or part that proves to be defective in material and workmanship.  Nautilus, Inc. reserves the right to substitute material of equal or better quality if identical materials are not available under warranty.
In the event that replacement parts or components do not correct this issue, Nautilus, Inc, reserves the right to replace the product or apply a limited reimbursement towards another Nautilus Inc. brand product, at our discretion.  Reasonable substitution may be required depending upon Product availability.  Any replacement of the Product under the terms of the Warranty in no way extends the original Warranty period. 
THESE REMEDIES ARE THE EXCLUSIVE AND SOLE REMEDIES FOR ANY BREACH OF WARRANTY
-Nautilus requests that this case be closed.

[redacted]
 
Facts:
2/18/2015            Purchased the M3 with assembly service, the install was complete April 6th, 2015.
8/24/2015            A free service...

visit was set up for a technician to determine what parts were needed to resolve a noise.  Service visit complete on September 4th, 2015.
9/7/2015              Parts were ordered to resolve the situation, the belt and pulley shipped all arriving by September 21st, 2015.            October 6th, 2015 a free service technician complete the install.
11/24/2015         Per the tech the customer needed a box 1 replacement.
2/23/2016            Nautilus set up a free service visit to complete the install, the customer will be contacted in 1-3 business days to arrange an appointment.
 
The warranty for the Bowflex M3 is on page 51 of the Assembly and Owner’s manual.  The machine has a 1 year warranty and labor is covered for 90 days.  Completed services are non-refundable.  One of the tech visits fell within the 90 day labor warranty the other was outside of the 90 day labor warranty which Nautilus sent at no cost to the customer.  Nautilus will set up another free tech visit to install box 1, SO-71732871, .   Going forward the labor warranty is expired and Nautilus offers free troubleshooting over the phone.  Any future service visits will be at the customer’s expense.
 
The warranty can be found on page:  http://www.bowflexcatalog.com/bowflex_catalog/customerservice/bowflexmanuals.jsp...⇄ />  
 
Nautilus requests this complaint be closed.

November 6, 2015Revdex.comServing Alaska, OregonAnd Western WashingtonDear Revdex.com,Thank you for calling my attention to the complaint filed by Mrs. [redacted], reference No: [redacted]. I understand that Mrs. [redacted] is disputing that she owes Nautilus, Inc. the...

amount of $197.86. Mrs. [redacted] received a letter from our legal department requesting repayment of this amount or her account would be forwarded to a collection company.
I have researched the situation and discovered the following:
On October 9, 2014 a chargeback in the amount of $197.86 was made to Mrs. [redacted]’s [redacted] account. This chargeback was done in error; it should have been a credit of $197.86. I have located the error and requested the correction. Mrs. [redacted] does not owe us any money at this time.
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] Direct: [redacted]Email: [redacted]

Complaint: [redacted]I am rejecting this response because: reguardless of where product was purchased they made the item and sold it to [redacted] did not make the product and to suggest I got them is Ludacris . Item wasn't given to a 3rd party I threw it away, which I stared in my. Claim. I still have the reciept for the item.  Also they tried to keep selling me items, even when I told them I would never buy and an item from them again.  [redacted] had a 30 return policy and actually tell you to contact the manufacturer. They wouldn't even send an exact replacement. Sincerely,[redacted]

August 28th, 2015Revdex.comServing Alaska, OregonAnd Western WashingtonDear Revdex.com,I have spoken to Mr. [redacted] and got his equipmentregistered under warranty with us. The part he needs has been ordered and thecustomer is satisfied.  Please consider this complaint...

closed.Thank you,Kailee O[redacted]Executive Response Team Nautilus, Inc. World Headquarters[redacted]Vancouver, WA 68683[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.

This message originally read on 1/22/2016
January 22, 2016Revdex.comServing Alaska, OregonMr. [redacted]And Western WashingtonDear Revdex.com,Thank you for calling my attention to the complaint filed by Mr. [redacted], reference No: [redacted]. The technician complete the repair on...

1/18/2016.  The belts and side rails were installed and confirmed that the machine works properly.  The customer's file is under [redacted] and Nautilus has provided the belt replacement, we do not send out old belts or used parts.
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 Z[redacted] | Customer CareExecutive Response TeamWorld Headquarters | 17750 SE 6th Way, Vancouver, WA 98683Main:  800.605.3369  ext. [redacted]     Direct: [redacted]Email: t[redacted]

Nautilus, Inc.
17750 SE 6th WayVancouver, WA 98683August 11, 2016Revdex.comServing Alaska, OregonAnd Western Washington
 
Thank you for calling to my attention complaint ID: [redacted] from Mr. and Mrs. [redacted] requesting a full refund for their Max Trainer M5. We are currently...

assisting the customer with warranty support for their equipment. We are sending a technician to repair their machine under reference [redacted] and this appointment has been scheduled for 8-15-2016. We were first contacted by the customer on 7-14-2016, which is outside of our 6 week satisfaction guarantee. At this time we cannot offer a full refund for this equipment, since we are outside of the return time frame. We will continue to assist Mr. and Mrs. [redacted] per the warranty terms stated on pg. 55 of the Owners Manual. Please see below:
 
What Is Covered
Nautilus, Inc. warrants that this product is free from defects in materials and workmanship, when used for the purpose intended, under normal conditions, and provided it receives proper care and maintenance as described in the Product’s Assembly and Owner’s manual. This warranty is good only for authentic, original, legitimate machines manufactured by Nautilus, Inc. and sold through an authorized agent and used in the United States or Canada.
Warranty Terms
• Frame 2 years
• Mechanical parts 2 years
• Electronics 2 years
• All other components 2 years
• Labor 90 days (Labor support does not include the installation of replacement parts involved in the initial product assembly and preventative maintenance services. All repairs covered under the labor portion of the warranty must be preauthorized by Nautilus. The customer will be responsible for a minimal trip charge.)
I apologize for any inconvenience and if you have any questions, please contact me directly. Nautilus requests this case be closed.
 
Thank you,
Kailee O[redacted] | Customer CareExecutive Response TeamWorld Headquarters | 17750 SE 6th Way, Vancouver, WA 98683Main:  800.605.3369  ext. [redacted]     Direct: 360.859.[redacted]
Email: [redacted]@nautilus.com

Nautilus, Inc.[redacted]Vancouver, WA 98683March 11th, 2016Revdex.comServing Alaska, OregonAnd Western Washington
Thank you for calling to my attention the response filed by [redacted] and [redacted] on 3/10/2016 to complaint ID: [redacted]. I understand they rejected our response and still wish to receive a full refund for their TC10 TreadClimber purchased on 3/18/2015.
Nautilus has a 6 week guarantee period from the time the merchandise is received, Mr. [redacted] received the item 3/23/2015. Being that the assembly took place on 4/2/2015 the 6 week guarantee would have started the time the assembly took place. The window to set up the return ended 5/14/2015. Mrs. [redacted] did contacted Nautilus on 5/7/2015, at this time Mrs. [redacted] declined setting up a return authorization, RMA, for the TC10. Nautilus received no further inquiry from Mrs. [redacted] regarding the return after 5/7/2015. In this case the RMA would have need to be set up and return instructions would have needed to be provided by 5/14/2015. Nautilus hasn’t heard from Mrs. [redacted] since 5/7/2015. Nautilus will not be providing a refund since it wasn’t set up during the timeframe specified. Nautilus will support the machine under the warranty terms. 
Please see our return policy below located on our cooperate site:  http://www.nautilusinc.com/customer-relations/return-policy/
Bowflex® Buy Back Guarantee
Your satisfaction is guaranteed. If you're not 100% satisfied with your purchase, simply contact our Customer Service department at (800) 605-3369 within six weeks of delivery for a Return Merchandise Authorization (RMA) number. Refund is less all shipping and handling.
Returns
This policy applies to products purchased direct from Nautilus, Inc. and includes Bowflex®, Schwinn® Fitness, Nautilus® and Universal® products. If you purchased a Nautilus, Inc. fitness product from a retail store, please refer to the store return policy.
Nautilus, Inc. accepts returns of merchandise only under the following conditions.
·         You must receive a RMA number from Nautilus before shipping the product to us.
·         The merchandise must be returned within the Satisfaction Period specified.
·         Products returned without a RMA number will not be refunded or credited and will be discarded.
·         Your return must be received no later than two (2) weeks after we have provided your RMA number.
·         Products must be returned undamaged in suitable packaging (preferably original cartons).
·         Must be in original condition with all accessories and materials included.
·         Refunds do not include shipping and handling or assembly fees
In the event warranty support is needed Mrs. [redacted] can contact us at (800) 605-3369 during our hours of operation, Monday – Friday, 6AM to 5PM, PST. Nautilus will ensure the machine is in good working condition.  Warranty detail can be found in the owner’s manual on page 55, http://download.nautilus.com/supportdocs/AM_OM/Bowflex/BFX.TC10.AM.OM.WARR.EN.pd...⇄ /> Nautilus requests this case be closed.
Thank you,
Kailee O[redacted] | Customer CareExecutive Response TeamWorld Headquarters | [redacted] WA 98683Main:  [redacted]Email: [redacted]@nautilus.com