Complaint Review: Fitness Equipment Depot Worldwide - Internet

The company agreed to replace the entire console. This was after an on-site technician made the diagnosis in person. On the scheduled day of repair they only sent the rear half. The issue here is clear in the company's response. They "assume" the facts as they wish to see them. It's correct that the console was damaged due to over tightening the screws. But the assumption that WE over-tightened the screws isn't based in any facts whatsoever. Why would we disassemble the console?!

Either the delivery team over tightened them or the initial assembly team. No matter how thoroughly and patiently this was explained to FEDW they insist on blaming us. So we are left at a "he-said she-said" with zero recourse. We scheduled a conference call on two different dates. I provided my contact information and never received a call. After no calls and a definitive email reply that there was no way they were going to replace the entire console as they originally agreed to, we made the decision to stop wasting our time. The company did initially repair several points of damage that occurred when the treadmill was dropped during delivery, (this was good customer service!) and ultimately came 90% to a full resolution.

It baffles me why they would stop at the finish line and generate all this negativity? I am responding here because I regret patronizing this company and I wish to fairly warn others who are considering doing business with FEDW. Lastly, I’ve received several mildly threatening emails softly accusing me of "slander”. Facts are not slander. Who wants to do business with a company that behaves like this toward their customers? They could have devoted all this energy into just shipping me the broken part under warranty as originally agreed to. I offered to install it myself. Initially, they proposed replacing the entire treadmill and I told them it wasn’t necessary if they would just replace the broken console. They agreed, didn’t follow through, then blamed us when I followed up. It just doesn’t make sense.

 There was minor cosmetic damage to Mr.Duff's treadmill at delivery which was repaired later on site- paint scratches on the lower running surface and a broken cap on the bottom. Mr.Duff also pointed out that there was a worn spot on the rubber grip of the handrail so the entire arm rail was replaced as well- at that time no other issues were relayed to us despite several emails detailing the damage as well as pictures being sent to our service department. Mr.Duff signed off on these repairs at the time of service. A few weeks later, he reported that the back console cover was cracked- upon sending our tech there it was noted that someone had over-tightened the casing screws and that had caused the plastic to crack. Although damage accrued due to an outside party (presumably the customer in this case) is not normally covered under warranty, we offered to replace the back cover as a show of good faith. However when our technician went to install the cover the customer told him that the front panel was now also broken. We informed Mr.Duff that we could not replace this cover free of charge as we did the back cover but offered to look into pricing if he wanted to pay to have it replaced. Upon hearing that we were not going to do as he wanted, Mr.Duff then chose to post slanderous reviews on several sites. He has been communicated with throughout the ordeal, he just does not like the company's decision or the fact that we refuse to be bullied by threats of negative reviews. He has refused to participate in a conference call with the manager and technician who facilitated the repairs instead opting to bash the company and insist that we repair the damage he himself caused to his equipment despite having been advised after the first cover was broken that he should not perform work on the unit himself.