Complaints
This profile includes complaints for iFIT's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,173 total complaints in the last 3 years.
- 219 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:11/29/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Currently having issues with ProForm IFit T10 Carbon. It is under parts warranty still but only for 80 days or so. My problem is that *** attempted to call and email to get replacement parts but it seems no one works for the company. My one unicorn time I made it through I got ************ but the trick is getting through. In that regards, this company is absolutely the worst.
Business Response
Date: 11/29/2022
Hello,
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
We're happy to help get this taken care of. Please provide more information about the current issue.
If you have a video, please provide that as well.
Thank you.
Customer Answer
Date: 11/29/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************Initial Complaint
Date:11/29/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a treadmill that is under warranty. The product has been failing since I owned it. The company has sent me several parts under warranty. And still it’s not working. And now the product is not safe and not operational. I sent a request to ICON/IFIT to get a full product exchange as per the warranty terms. On October 19 they said a member of their legal team would get back to me within 30 days. No one has contacted me. I emailed them several times. Nothing.
Bree V***** from customer service Was the last person who emailed me on 10/10.
This is their case number ***************************
Order Confirmation ********** (This was a reference number used for my parts replacement)
TREADMILLModel / SKUNTL29019Serial Number*************Purchased AtNORDICTRACK.COMPurchase DateJan 01, 2020Manufacturer's Warranty End DateDec 31, 2022Parts Warranty End DateDec 30, 2025
I paid $3394Business Response
Date: 11/29/2022
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
I have reached out to our legal department and they will be reaching out to you soon to discuss a resolution!
Thank you!
Customer Answer
Date: 11/30/2022
Complaint: ********
I am rejecting this response because:until I actually get any resolution I just don’t trust your company anymore to do the right thing… once my machine is replaced or money is returned, I will accept the response until then I am rejecting the response
Sincerely,
****** ********Business Response
Date: 12/01/2022
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
We did speak with our legal department again and they stated a legal form was sent to you yesterday. Once it is completed, somebody from our legal department will reach out to you to discuss a resolution.
You are welcome to reach out to our Member Services at ************** (****) with any questions.
Thank you!
Initial Complaint
Date:11/28/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
4 speed button on panel doesnt work but the rest of the buttons do on nordictrack treadmillBusiness Response
Date: 11/29/2022
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matterPlease confirm your model number, serial number, date of purchase, and your shipping address. Where this equipment is no longer covered under labor we are not able to troubleshoot any issues or order any parts under warranty without proper diagnostics from a tech. We have a diagnostics service that you can purchase with us. The initial service visit the diagnostics will start at $159 before state and local tax and any trip fees. The technician will come out and diagnose the problem and try to resolve the issue. If parts are necessary to resolve the issue, the technician will tell you what parts. You will then contact us to order the parts and then we can set up a return visit for $65 as long as its within 30 days of the visit. Once the service is paid for
If you have any further questions, please feel free to reach out to our ************************** at 1-833-680-iFit (4348)
Thank you
Customer Answer
Date: 11/29/2022
Complaint: 18473459
I am rejecting this response because model number is NTL14119.1, SN KK150C0102573, DOP 1/5/2020. Address is ************************* drive, *************** **
Sincerely,
***************************Business Response
Date: 11/30/2022
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced thus far regarding your membership. We completely understand where you are coming from on this matter.Where this equipment is no longer covered under labor we are not able to troubleshoot any issues or order any parts under warranty without proper diagnostics from a tech. We have a diagnostics service that you can purchase with us. The initial service visit the diagnostics will start at $159 before state and local tax and any trip fees. The technician will come out and diagnose the problem and try to resolve the issue. If parts are necessary to resolve the issue, the technician will tell you what parts. You will then contact us to order the parts and then we can set up a return visit for $65 as long as its within 30 days of the visit. Once the service is paid for
Please reach out to our ****** Services at 1-833-680-iFit (****) to get that scheduled.
Thank you
Initial Complaint
Date:11/28/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My x22i treadmill has been used 44 times since delivered in May 2020- for lack of better words it is essentially “new”. This includes episodes with the issue in question. When I purchased my machine I also purchased the three year extended warranty. To say the least I thought I had peace of mind knowing that my purchase of thousands of dollars would be covered. My machine has not functioned since September 2022.
The same issue has been ongoing all this time: the running belt stops completely. After multiple parts being sent and three technicians coming to my home I had finally reached my limit when just this past Wednesday, 11/23, the tech ran it for 5 minutes and seeing it was working I worked out later that day. Less than 14 minutes into my workout the exact same problem. I was told nothing could be done until the technician’s notes came in. Spoke with Marco R**** on Friday about the “no lemon policy” which is clearly outlined in my contract and he said that while they still couldn’t do anything yet without the notes he insisted that I provide him, and employee of the company, PROOF of their own no lemon policy and warranty information. I promptly emailed him that the same day. Fast forward….
Today on the phone with someone else. I requested to speak with Mr. R**** again since he was aware of my case and she refused. I repeatedly insisted on speaking with a supervisor/manager about the no lemon policy and getting a replacement machine. It was only when my husband threatened legal action that she attempted to comply- for those holding their breath I never spoke with a supervisor. Their solution, again, was for me to wait 48 hours to get the technician scheduled to come to my home. PLOT TWIST- last time I spent over an hour on the phone with iFIT who had to contact 3XMs owner to get them to schedule after almost two weeks!
This machine is a dud. I paid for an extended warranty and it’s still under warranty. Replace my treadmillBusiness Response
Date: 11/29/2022
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
With the information you provided, we confirmed that the machine is no longer eligible for a return or replacement due to you being outside of the 30 day return policy. Your 30 day return policy has expired as we did not hear from you regarding a refund or return within the first 30 days. With this information, you are not eligible for a return, replacement or refund.
The return policy states: "You can return your NordicTrack product within 30 days upon receipt. Returns will be charged a return shipping fee of $250 plus a 10% restocking fee. Because of the size and weight of the NordicTrack product, we do not offer a refund for any shipping or delivery charges you may have paid to receive your product. Returning your product may incur additional charges for ordinary wear and tear or damage caused by improper use, misassembly or accidents.
You can go online at https://www.nordictrack.com/privacy-policy#return to further review if you would like.
I have looked over your account and I do see we are sending the technician back out to complete the service. The technician should be contacting you soon for scheduling.
Please reach out to our Member Services at ************** (****) with any questions.
Thank you
Business Response
Date: 12/06/2022
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
With any questions regarding how your extended warranty will work, please contact our extended warranty department (UTS) at ###-###-#### M-F 7AM-5PM MST so they can help answer any questions you may have.
While looking over your account, I do see further parts and service were set up for you as of yesterday. Order number ********** and service order number **********.
Once your appointment has been completed, if you have any further issues with the machine, please reach out to our Member Services department at ###-###-####.
Thank you
Customer Answer
Date: 12/07/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me at this time. While it is concerning that after initially you setting up a technician and then deciding, without examining the machine, to send seemingly random parts I must now start the process again about getting 3XM to my home. I sincerely hope it doesn’t take multiple calls, two weeks and iFit supervisors having to personally contact the owner to get that company to try to set up an appointment (like the last service setup). More importantly however I will be contacting the warranty department.
Sincerely,
******* ******Initial Complaint
Date:11/28/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Bought a new T10 treadmill. Upon opening noticed that the motor cover was damaged. Tried to contact Norditrackwithin 3 hours after delivery but got no response. Went to set it up thinking that they could just send me a new one and noticed that the treadmill would not incline. Put in 4 tickets with no response. Have called several times, being shifted to several different agents. Have not gotten to talk to anyone about fixing this machine.Business Response
Date: 11/29/2022
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.I apologize that you are having this issue. Before we continue please verify the following information
Serial Number:
Model Number:
Please provide a visual of the issue.This will help us move smoothly through the repair process.
Thank you
Initial Complaint
Date:11/28/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We originally ordered the S22i (***********) April 2020 - it took awhile for me to get into, but honestly, we loved it once we did. Fast forward and the screen started getting messed up and we had to call in for issues because it wouldn't go away and finally got annoying. While it was a big process and far more complicated than it should've needed to be, by late January they agreed it was faulty and placed an order for a warranty replacement (**********). It wasn't too bad to hook up, noticed I'd have to tap a few times on the screen to get it to work - but after the prior ordeal it wasn't annoying enough to want to go through the support headaches again. Next it starts crashing, randomly. Sometimes mid workout, sometimes while looking for one, sometimes after. I may have reached out a time or two for a workout not getting logged, but not the crash - it always booted back up and it wasn't all the time. Then it became every time I powered up, by then it was annoying - so I finally tried reaching out. Got sent to other departments, back and forth between phone/email, spent over an hour trying to troubleshoot just to get forwarded to an unknown voicemail box (to which I hung up). Called back - logs apparently don't track the crashes and the warranty is based on bike purchase date so since I didn't report anything within 3 months of the new screen (which at the time were just small annoyances), now they want me to purchase a new screen. Why on earth would you not stand behind your product enough to send out a replacement that lasts? So since my warranty was almost up now I feel I was sent a likely refurbished or something not expected to last. Warranty timing should be based on that piece -- that piece is plenty new that NordicTrack/iFit should stand behind it. Very disappointed they do not stand behind their products and just want it to last to warranty date to get more money. Why would I pay for a new screen, much less new equipment, that likely won't last either?Business Response
Date: 11/29/2022
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
I have looked over your account and I do see your manufactures warranty for parts expired on 4/1/2022 and your manufactures warranty for labor expired on 4/1/2021, as you are no longer covered under warranty, please contact our non warranty department at ###-###-#### M-F 6AM-8PM MST so they can assist you in getting this resolved.
Thank you!
Customer Answer
Date: 12/07/2022
Complaint: ********
I am rejecting this response because: then that means you do not stand behind the original warranty if you just send parts that will not last. Fixing a warranty item with one that will break again is a horrible business practice. If the replacement part is not guaranteed to last then there is no reason for you to send a fully functioning piece to replace warranty items, is there? You clearly do not stand behind your product.
Sincerely,
***** *****Business Response
Date: 12/09/2022
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
As you are no longer covered under the manufactures warranty we are unable to send any parts or service. Please contact our non warranty department at ###-###-#### M-F 6AM-8PM MST for assistance.
Thank you!
Initial Complaint
Date:11/28/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I bought a treadmill 1 year ago. I am purchased the warranty, so if I had issue it would be fixed. Now NordicTrack tells me that I need to look for a fitness tech, because they will not and that they will reimbursement $250.00. I talked to an American Fitness tech they said they could not come out unless Nordictrack hired them. I explained this to NordicTrack customer service, and they keep saying that they cannot come to fix my treadmill. I also told them to send me the $250 and I will try to find a Tech myself since they are not helping me. They told me that they could not do that either until I sent a receipt that shows the repairs. Why does that matter to them if they are not getting it fixed. What is the use of buying warranty if at the end they do not help me.Business Response
Date: 11/29/2022
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
I have spoken to our service department and the technician you mentioned is about 5 hours away from you. If you are able to find any closer technicians we will reimburse up to $250 for the service once it is complete you can call in and send our member care team an image of the receipt to have that reimbursed.
If you need any further assistance please reach out to our ************************** at **************.
Thank you!
Customer Answer
Date: 11/29/2022
Complaint: 18471313
I am rejecting this response because:What happens if I cannot find one. My machine will not get fixed, is it that you guys' job to try to find one closer to keep us happy. The machines are not cheap and for us to worry about getting fix or finding a Tech ourselves why do you just not mention that in the first place, before we purchase the machine. I just feel frustrated because I am the one that has to look for someone instead of you guys I think you are the ones that need to look for one and get my machine fixed.
Sincerely,
*************************************Business Response
Date: 11/30/2022
Hello ********-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
This morning we have looked into this further for you and we are able to submit a product resolution form over to our product resolutions team to discuss a resolution.
In order to do so, we will need a few images of the machine first. Can you please send us the following images?
Thank you!
A picture or screenshot of the receipt from the purchase of the machine
A picture of the sticker on the machine that shows the model number and serial number
Lastly, three photos of the machine, with the full machine in the image.
Please also confirm the best contact number, email address, and shipping address as well.
Once this form is submitted, our Product Resolution team will contact you regarding the next steps.
If you have any further questions, please feel free to reach out to our ************************** at 1-833-680-iFit (4348)Initial Complaint
Date:11/28/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My first year of membership was a single one year membership. When it came time for renewal, iFIT charged an upgraded "family membership" without any approval at all from me. When I asked them to refund the additional cost or provide a credit for the unauthorized "upcharge" they told me they were not able to refund. This was an unauthorized charge that I did not approve.Business Response
Date: 11/29/2022
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced thus far regarding your membership. We completely understand where you are coming from on this matter.
In looking into your iFIT account this morning, it looks like the charge for the renewal was in November of 2021 and November of 2022. As we did not hear from you within 30 days of this charge, we are unable to offer a full refund. However, we were able to refund you for November 2022 charge. Please allow **** business days for that to reflect your account.
Per the terms and conditions of your membership, we are unable to refund your membership fees. The terms of use state: MEMBERSHIP FEES ARE REFUNDABLE ONLY IF CANCELED WITHIN THIRTY (30) DAYS OF THE ORIGINAL PURCHASE OR TRIAL DATE, AS PROVIDED HEREIN. TO CANCEL YOUR ACCOUNT DURING SUCH THIRTY (30)-DAY PERIOD, CALL ************** DURING REGULAR BUSINESS HOURS.If you wish to read more about the terms and conditions, please go to https://www.ifit.com/terms-of-use
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank youInitial Complaint
Date:11/25/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchased NordicTrack RW900, purchased 5/1/2020. SN: MM641R0105843 Machine worked acceptably well with an occasional call to technical support for the first 2 years of purchase and was used approximately ****x a month throughout this period. We renewed annual membership and paid to access the recorded and "live" classes prepared for the rower. In addition we purchase an extended warranty plan to protect our investment. As of May 2022, that is when the machine stopped performing regularly. Interactive workouts would not load. Mid workout the training regimen would stop. Frequently when turning machine on, there would be various errors messages and we could not use the machine. I would call in to work through the problem and find new ways to reboot the system and do factory resets. The technology problems would get more complicated every time. Each time would take nearly an hour to get through to live support and resolve the issue. That was just for the software support.I started going through the warranty we purchased to seek assistance. There we learned that machine had a problem with the electronic resistance. They sent a part in the mail to fix that and then a tech was scheduled to install it. That process took a month, by then we were not using the machine for several months because we had to find the time to call in each time and fix one problem or another. Through this process, I was told that the warranty did not cover any of the hardware that is technology based, though the machine I bought included interactive technology which was a decisive factor in my purchase and I bought annual membership to access this.This is a closed system, we could only access IFIT programs. Mind you that IFIT and Norditrak is owned by ICON Fitness. We were told from the warranty comp. that the screen is an IFIT product and that the warranty did not cover repair of the screen/ technology.Now after one use the resistance is not working AGAIN!Business Response
Date: 11/28/2022
Hello *****-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine return. We completely understand where you are coming from on this matter.
I have looked over your account and see you are covered for parts and service under an extended warranty. Please contact our extended warranty department (***) at ************** M-F 7AM-5PM MST so they can assist you in getting this resolved.
Thank you!Customer Answer
Date: 11/28/2022
Complaint: 18461960
I am rejecting this response because:The response is exactly why we want a refund for this defective product with poor customer service. They did not read our complaint fully to understand the issue. We are fully aware that we have a warranty for PARTS and service of the PARTS.
We have spend countless hours on the phone with ifit/nordic track. Yes, we have a re-occuring mechanical issue with the magnetic resistance which we are aware is covered under our warranty. However we no longer wish to call and schedule service. We just had this part replaced and it broke after one use.
The larger issue however is the software issues which continues to re-occur (machine stopping mid workout, not storing workouts, not starting, black screen, error messages) and are not covered under the warranty. We will not be satisfied until we receive a refund for this product that we no longer can use. There have been too many times that my husband and I sit down motivated to do a workout only to find the machine is not working. We have tried and tried again to resolve the software issues and nordic track only walks us through reboots (this process takes over an hour each time). Nordic track is free to come and take the machine off our hands as well. We would not even try to sell this machine to anyone else, as morally we feel the machine is defective, is backed by a company who does not stand by their promise, and we would not feel good giving this problem to anyone else.
Sincerely,
***************************Business Response
Date: 11/30/2022
Hello *****-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
We have looked into this for you and have gone over your account and you will need to contact the extended warranty department (***) at ************** M-F 7AM-5PM MST so they can look further into this for you.
Thank you!
Initial Complaint
Date:11/23/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My wife purchased a NordicTrack T6.5si, during operation it forced a firmware update, the update failed to complete and then bricked the Android ** on the Tablet that the treadmill uses. We called customer service concerning the issue and they told me it was a "hardware" issue and that the part was out of warranty and we would need to pay $450 dollars to replace the console. I proved my case that this indeed is not a hardware issue but yet a failure in their software to properly update the ** on the tablet and they refused to accept this. I even showed them video proof over a text messaging application on the iPhone and still they "claim" it was due to some hardware failure and that their developers know this to be true, the error is clearly a standard Android firmware error which even occurs on phones... the message is Supported API: 3 when trying to factory reset. I even stated I would be willing to ship the console to them for them to flash the firmware for a charge, but their only response/answer was that I needed to purchase a new console... we had spent $1400 on a treadmill which now does not operate at all and NordicTrack/IFit is not willing to accept any responsibility that it was the update THEY pushed to our treadmill which broke it, it was working perfectly fine prior to the update.Business Response
Date: 11/28/2022
Hello,
We are so sorry about the inconveniences and the frustrations that you have experienced thus far regarding your machine. We completely understand where you are coming from on this matter.
Unfortunately this is correct. The only way for us to fix the ****3 error is by replacing the console and it looks like you are outside of warranty, this is something you would be required to pay for. The android system that failed is not something we can troubleshoot, it's only the iFIT software system that we can troubleshoot. We are unaware of anyting we did on our end to push any update to cause this issue, we are having our engineers look intoAs your machine is no longer covered under warranty, please call our Non Warranty team at ************. They are available Monday-Friday 6AM-8PM, and Saturday-Sunday 6AM-6PM Mountain Standard Time. They are happy to help you regarding the service of your machine.
Customer Answer
Date: 11/28/2022
Complaint: 18459199
I am rejecting this response because:The customer should not be responsible for the device's OS failing, the customer has no control over whether or not the Android device fails during any software/firmware update, this is the responsibility of the company deciding to use an Android device, as a company you represent your products hardware and software, if I the customer have not physically damaged the product then the customer should not have to purchase a new one should the device fail during an update to YOUR software, I did not request the update to the software, it was forced upon me as a customer... there is no way as a consumer/customer for me to reject any of YOUR updates to prevent something like this from occurring... and I reiterate prior to this update this Android device had no problems turning on and off and being used, so being that YOUR update is what caused the device to no longer function, this should not be the responsibility of the consumer/customer to replace at the cost of $450 dollars, it should be the responsibility of the business to fix albeit with a repair cost which is understandable. The device simply needs a firmware flash to repair Android operation since it's stuck in Recovery mode, you can find MANY articles on this matter simply by Googling Android Stuck on Supported API 3. You as a business should be offering a means of the customer to send in the tablet for inspection so that you can see no water/physical damage has occurred to the unit and then simply flash the firmware, phone companies do this all the time when the android device is bricked, why can't you? This is a completely unacceptable response.
Sincerely,
*********************************Business Response
Date: 11/29/2022
Hello-
As your machine is no longer covered under warranty, please call our Non Warranty team at ************. They are available Monday-Friday 6AM-8PM, and Saturday-Sunday 6AM-6PM Mountain Standard Time. They are happy to help you regarding the service of your machine.
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
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