2/5

posted Mar-30-2009
Had bearing go out on my rear roller on my 2 year old Sole F83 treadmill. Emailed Treadmill Doctor on repair cost and what new roller would cost. Conversed with Steve D. several times. He always would respond fairly quickly. After talking with Steve D. customer service at the next level was non existent. Decided to fill out online form and send in roller to Shawn D. They received my roller on 2/10/09 by UPS (my cost). They were supposed to call me with exact cost and get credit card info once they confirmed everything.
Three weeks went by and heard nothing. I received direct phone number (for Shawn D) from Steve D per email. I called Shawn D phone and received answer machine/ voice mail and left my name and number. Got no response back. I gave it one more week and called the regular toll free number and received customer service who put me on hold and I finally talked to Shawn D. He looked me up and stated I had two customers still ahead of me stated could possibly get to it the next day and that he would call me,(this is after 4 weeks). Ten more days went by and heard nothing. I called and was put on hold approx 16 minutes and finally got to talk to Shawn D. again. He said it was my bearing but still apparently had not repaired it yet. He took my credit card info and I finally received my roller 5 days later at the 6 week mark from when they received it. I was the only one who initiated any contact after they received my roller. The only good thing is I was initially quoted 75.00 + 7.50 ship (to repair) and 125.00 + 7.50 (for new roller). I ended up getting charged
35.00 + 9.99 ship (for repair). They shipped Fed ex Home delivery (bad) when I was told by Steve D. they use UPS?? Also I received no shipping info at all until I received a call from Fed X Home people asking what my address was. Treadmill Doctor totally torched my shipping address which was not even close. Good thing my phone number was on there correct. I got a new quote from the treadmill manufacturer for a new roller of $80 after the fact just for comparison. So far the roller seems to be functioning okay. 6 weeks and no customer support is not good. Not sure if I would use them again. 4/9/09 UPDATE--I just now received an email from Treadmill Doctor stating my order is complete with all charges & my shipping and tracking numbers!!!! 2 1/2 weeks after I received my repaired roller. I would say a little late on receiving the info!!!

This review was modified by
takbliving on April 09 2009 12:55:17 PM
“That's great to hear, takbliving! We can't wait to see you again! Thank you!”