I bought a unit that had defects including the interface of the spin wheel. 3 pieces were to be sent to me. I got one, that some time later, I got the other, and I called in between. About a week and a half ago, I called on Thursday, and asked to speak to a supervisor. I detailed my total frustration, and I was promised since the supervisors left at 5pm, one would call me on Friday. No one called.I called Monday, and finally spoke to a supervisor. She told me she would need to check to see if the part was in the warehouse or when it would arrive. I demanded that I wanted to know by the end of the day, or I would commence legal action. This did not sway her and in fact, she got defensive. I also said that unless I received an answer, I would contact the CEP, David Watterson. I soon got an email that the part was unavailable and I would hear from the resolution department within 10 days. I wanted this expedited, but was told it is not fair since others were waiting through the process. Is the company so screwed that one cannot reach this department directly and/or there were so many complaints. I have the defective unit for 2 months, and dealing with this folks is worse than pathetic. Long on promises and short on action.This supervisor tried to distinguish herself from the others saying I never dealt with her before. I explained to her that this was a phony attempt. She is an employee of ICON and I hold her as such.I tried to call David Watterson's listed number but it was not working.
I waited for an hour online to find out how to repair my Weslo Cadence G-40 treadmill. The track was slipping badly. At no time was I told the wait time. When I finally got to a customer service rep he gave me the wrong information which would have cost me $180.00 dollars if I had followed it. I removed the engine cover and it was obvious that the problem was a small betl that was worn. I called back and ordered the belt for nearly $40.00, a rip off true, but better than $180! I was promised that the belt would "certainly come with instructions", it didn't. I called again, waited for 20 minutes finallyt got a rep was told I should have had the instructions and then was put on hold again! I gave up. I'll figure it out myself. I won't be buying anymore ICON products, the company should be called I-CON-YOU.
I could relate my experience about the quality of their products and how they say that if I return obviously defective merchandise (an elliptical track wheel that was not cut round) they will charge me shipping both ways plus a 15% restocking fee. A restocking fee for defective equipment that they should have seen before sending - how hard is it to see a wheel has a flat side from bad manufacturing?More importantly - LOOK AT THEIR BETTER BUSINESS BUREAU RATING! Look at the number of complaints . . . it's staggering. http://www.bbb.org/utah/business-reviews/exercise-equipment-dealers/icon-health-and-fitness-in-logan-ut-2000054