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Awful

by Sherrie
(Louisiana)

I have had my S9.80 Reebok folding treadmill for just 19 months. I had it in the same spot in the living room from day one. When it was plugged in it was on a surge protector. I never sweat on or had any liquids near the console. Last week it started speeding up randomly while showing a speed of 0, then the buttons wouldn't work from time to time and just beeped. After one week of that the console would come on but no longer respond. The manufacturer, after 4 unanswered emails and being on hold for 10 min on the phone, Icon Fitness would take no responsibility for a faulty product. They wanted me to pay $482 for a new console after already paying $700 just 19 months ago! This is entirely infuriating. A company should make a product that lasts and take responsibility for it, esp. when a customer has taken extremely good care of a product and it is no fault of the customer's.

Comments for Awful

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Oct 18, 2011
Rating
star
Final Update
by: Sherrie

Update:
10/12/2011
A representative from Costco contacted us and after one month and much hassle, on the Costco rep’s part with ICON Fitness, the treadmill was returned and refunded. Costco has great customer service but ICON, even in dealing with its partners, has awful customer service. Writing letters and not being willing to accept shoddy products and service worked in this case.

Update:
The new motor control did not work. From the first try after installment the treadmill did the same things. I tried calling the tech’s number on 8/31 and 9/1. No reply. The letter that I had mailed to ICON I had also sent the letter to the Better Business Bureaus in Louisiana and Utah. The LA BBB was lacking in reading comprehension and thought the complaint was against Costco, though it clearly stated it was against ICON, and forwarded my letter to the BBB in Washington. On 9/1 I received a call from a person at Costco headquarters in Washington. I explained that the complaint was not against Costco at all. She said she’d call ICON right away and get them to deal with my treadmill. Shortly after we hung up a different person from ICON called me back. After going through the same diagnostic checks as before she said they’d send a new console panel out. Then she tersely told me that this was the last thing they would do for this treadmill. The new console panel arrived on 9/8 and was installed on 9/11. I used it on 9/12 and it still doesn’t work properly. The treadmill sped up suddenly and then cycled through different speeds like 0.0, 0.3, etc. I am beyond frustrated at this point.

Update:
The part that the ICON tech sent out arrived on 8/15 and is now replaced in my treadmill today, 8/21. He has not called to check on it but I will test out how it works for a while. Hopefully this is the end of the problem.

Update: A week ago (7/28/2011)I wrote a letter and sent it out to ICON and others. Today (8/8/2011) I got a call from a tech at ICON who walked me through checking the panel and determined the part that may be needed, motor controller. He's sending out the part ASAP and will check back with me next week. He was very nice and knowledgeable. I really hope this part fixes the treadmill. Writing letters helps. Updates to come.


Sep 12, 2011
Rating
star
Awful Update
by: Sherrie

Update:
The new motor control did not work. From the first try after installment the treadmill did the same things. I tried calling the tech’s number on 8/31 and 9/1. No reply. The letter that I had mailed to ICON I had also sent the letter to the Better Business Bureaus in Louisiana and Utah. The LA BBB was lacking in reading comprehension and thought the complaint was against Costco, though it clearly stated it was against ICON, and forwarded my letter to the BBB in Washington. On 9/1 I received a call from a person at Costco headquarters in Washington. I explained that the complaint was not against Costco at all. She said she’d call ICON right away and get them to deal with my treadmill. Shortly after we hung up a different person from ICON called me back. After going through the same diagnostic checks as before she said they’d send a new console panel out. Then she tersely told me that this was the last thing they would do for this treadmill. The new console panel arrived on 9/8 and was installed on 9/11. I used it on 9/12 and it still doesn’t work properly. The treadmill sped up suddenly and then cycled through different speeds like 0.0, 0.3, etc. I am beyond frustrated at this point.

Aug 21, 2011
Rating
starstar
Update to 'Awful' review
by: Anonymous

The part that the ICON tech sent out arrived on 8/15 and is now replaced in my treadmill today, 8/21. He has not called to check on it but I will test out how it works for a while. Hopefully this is the end of the problem.

Aug 08, 2011
Rating
starstarstarstarstar
Update
by: Sherrie

Update: A week ago (7/28/2011)I wrote a letter and sent it out to ICON and others. Today I got a call from a tech at ICON who walked me through checking the panel and determined the part that may be needed. He's sending it out a part ASAP and will check back with me next week. He was very nice and knowledgable. I really hope this part fixes the treadmill. Writing letters helps. Updates to come.

Aug 02, 2011
Rating
starstarstarstarstar
SAFETY
by: Anonymous

a speeding up treadmill can cause you to fall and get hurt, it is a safety issue they should correct.

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