Nordic track is a quite a well known brand in fitness equipment industry. Nordic track treadmills are have a good range and are popular among fitness enthusiasts. Treadmills are good for indoor cardio exercises but elliptical trainers are catching up to them in terms of good cardiovascular machines. You can read about elliptical Vs treadmills in a previous article.
Elliptical trainers can give you a good cardiovascular workout. Usually they acquire up about as much space as a treadmill and are a safer workout than treadmills. There is an added advantage of an elliptical workout that you can use your upper body along with your lower body movements which is good for an overall exercise.
Brad Juhasz says
For all those who might be considering some home exercise equipment I thought I might share my experience. If it helps even one person avoid buying a bad product (a NordicTrack eliptical) from a bad company (ICON Fitness), it will be worth the time for me to write this all down. So here’s the story:
Last fall, my wife & I decided that we were going to invest in some exercise equipment for the house. We weren’t making it to the gym enough to justify our memberships and the thought was that if we had some equipment at home, we would use it. So we looked around at the brands we knew from the gym (Precor and another premium brand) and found out that those products were really expensive. Now we knew we didn’t want one of the ultra cheap ones because neither of us believed that they would last, so instead we decided that we would go for a nice high end model from our local sporting goods store. Ultimately, we tried out a few and opted for the NordicTrack 990 AudioStrider. It had the functionality that we wanted, had a variety of programs, and was in our price range of $1,000 – $1,250. We thought we were thinking ahead when we even spent the extra $125 on a 3 year extended warranty.
So we got home with the machine and I set it up in our exercise room, and needless to say we were pretty excited and started to use it immediately. Over the next few weeks, both my wife and I worked up to using it at least 5 day a week for about 30 minutes a session. Over the course of those first weeks we started to hear a few clacks, squeaks and mild scraping noises which we didn’t pay too much attention to – they didn’t seem to affect the operation. However, about the same time we started to notice that the front ramp wasn’t working like it was supposed to. While the ramp would go up and down as commanded, when ever it was in the ‘up’ position, the ramp would slowly lower of its own accord over the course of the next 2-3 minutes until it was in the lowest possible position. We could reset it back to its top position with the controls, but it would always slowly slip back down to the lowest incline. This was a nuisance that we put up with because we were both busy during the days with work and didn’t have the time to be at home to meet a repairman.
Round about 3 months in, the vibrations started to get really bad and so I broke down and called NordicTrack customer support. During that first conversation I told the (very nice) woman about the issue with the excessive vibrations and the incline ramp and she said, “Oh that sounds like a bearing problem.” I didn’t know anything about the engineering of the machine so I assumed that this was the problem. The customer service representative then said that she would send out the appropriate parts and when they arrived that I should contact their local customer support partner to schedule a repair. I should have seen the alarms going off at this point: NordicTrack had asked me to diagnose the problem with my own machine even though I knew nothing about it except how to use it!
When the parts arrived – 2 weeks later (!!!) – all that I received was a small plastic bag with axle grease, so I called customer service back and they said that the bearing was back-ordered and would be shipped within a few days. When I asked the customer service rep “What if that’s not really the problem? My machine has already been out of commission for 3 weeks?” she responded that the parts were on the way and that we would be back up and running soon.
Another week later the parts arrived and another week later the service man finally came to fix the machine. What he found within 5 minutes was that the bearing was not the problem at all – it was the wheels that run up and down in the incline ramp which were completely disintegrated. Literally the little plastic wheels had come off of their plastic hub. Of course, the repairman didn’t have these parts with him, so he had to go back and order them and schedule a new time to repair the unit. This he did and another 2 weeks later we finally had the machine repaired. All told, we had now owned the machine for about 4.5 months and fully 1/3 of that time it had been collecting dust and acting as a 200 lbs coat hanger.
About a month later, there were more clacking noises so thinking that I would get ahead of the game and call while the machine was still actually working I called to complain about the noise and reiterate that the incline ramp was still not working. Two weeks later some more parts arrived and I called out the service man to fix the machine. This time, the service man took apart the incline ramp and discovered that the bottom frame of the machine (1/8″ think steel) had a giant crack in it and was unrepairable. Needless to say we were very angry because now we had something that we couldn’t use at all.
I waited a few days before calling customer support to allow the service tech to file all his paperwork. When I called they immediately started to give me the run around. I finally told them that I just wanted a refund and I’d be done with the whole experience. I was told that they only provided replacements and not refunds on used equipment. When I pushed them on this, talking to various groups from customer support, billing, returns, management, etc, I got the same old answer: “we’ll send you a new one.” Of course, they didn’t tell me that they were currently out of stock and wouldn’t ship for a few weeks – I had to find that out when I called them back for the 3rd time to ask about removal of the broken machine and installation of the replacement.
When I asked about this last topic, they told me that I could “throw away the broken machine” but that I was going to have to “assemble the new one on my own because I didn’t pay for the original one to be assembled.” When I asked them where I was supposed to dispose of a 200 lb machine that is 6 feet long and not particularly mobile, their answer was: “Just put it out by the curb with a ‘Free’ sign on it.” At this point I just about went ballistic but managed to maintain my cool.
And one more funny note to all this: I asked about the warranty on the new machine and they said that the warranty of the new machine is effective from the date of purchase of the original (broken) machine. Since the broken machine was bought nearly 8 months ago now, the new machine (whenever it eventually arrives) will only have maybe 3 months of warranty left on it! And this was after the first machine was out of commission for nearly 4 of the 8 months of which we have owned it.
So that brings us up to today. I am now waiting for my new machine to be delivered and while I wait I have a 200 lb coat hanger in my exercise room. I will soon have a machine which the manufacturer will not even warranty and which I know will break down about every 2 months.
If I can say one thing about this whole experience it is this: please learn from my mistake and don’t do business with NordicTrack or ICON fitness. Their products are garbage, they don’t support their customers and their customer service representatives and processes are purposefully designed to frustrate their customers and get them to the date when their product warranties expire.
NWA Consumer Review says
Brad … my experience with Icon Fitness (Nordic Track, ProForm and other brand names) was very similar to yours. In 2009 the exact same machine was sold as the CrossWalk via ProForm (just a different label on the side of the machine). In the 1st year my machine was not working at all about 50% of the time and there was “something wrong” with it throughout the 1st year.
The repair system is as you described … call about the problem, they diagnose over the phone, they send a part, repairman arrives and then maybe he can fix the machine or maybe he can’t. So then maybe he must order more parts which can take additional weeks of waiting and rescheduling. This was repeated time after time for many different problems.
I had a great repairman (they are not IconFitness employees but independant in your area) but he could not understand Icon’s system. We finally agreed they would never replace my machine but just keep sending parts like they were doing (often these didn’t fix the problem so I accumulated a small inventory of replacement parts) even if it didn’t fix the problem while the machine was in warranty but just slow the process down as much as possible to minimize losses. Evidently, sending out a new replacement machine is such a big expense to them that they would rather keep sending parts even if it doesn’t fix the problem.
I work from home so I had time to make the calls to their customer service center … some there were poor and some were good … just like at any customer service center … but the waiting times were often incredible to speak to someone … sometimes 45 minutes to an hour. Fortunately, I had a speaker phone and could work at my computer while on hold.
2 issues were never fixed … I couldn’t move the stride control knobs without moving the machine to get my full weight into it since they were almost impossible to move in and out … evidently they were not milled properly. They replaced all parts related to this issue but to no avail. Also, there was a horrible clanking sound for most of the year … I mean really loud. They replaced all relavant parts … twice … with no impact.
There were many other problems but these were repaired.
To be fair in these comments, I must report that after a year I was given the choice of a full refund (I also had purchased the longest warranty available) of purchase price and warranty … but I spent many hours every month calling, checking on parts, setting repair visits, etc. Of course I took the refund.
Additionally to be fair, I did locate another owner who had as bad as an experience as I had and he said his local technician said that in about 200 service calls on Icon products in their region only about 4 were lemons like mine (and his).
I have now down enough research from forums and blogs to know that all ellipticals can have problems and I have read of companies that would not provide a refund like I’ve received. I was also allowed to keep the old machine even though it was termed “non-repairable” but would have to disasemble it to remove it from the room it is in (after the machine is put together it is wider than most doorways).
My only advice is don’t rush into a purchase and don’t believe the testimonials on any IconFitness web site … look for independant sites and understand that Icon has their own staff also making comments on these independant sites too. Good Luck to All.
Wayne says
Brad,
Thank you very much for taking the time to share your story. I had a recent bad experience with a NordicTrack Elliptical, was lucky to quickly return it, and considered buying a higher model, thinking I was simply unlucky. Seems these occurrences are more prevalent than I thought, and I will now stay away from ICON fitness altogether.
Wayne
mike says
I had bought a Nordic Track Eliptical too and it broke down after less than a months use. I paid 1k for it and at the time was really busy and didn’t have hours to wait on hold for customer service. The monitoring system(?) went out, it wouldn’t adjust resistance or track the workout info. I too now have a 200lb coat hanger. Maybe I will paint it funky and call it art……..
Teresa says
We’ve had our elliptical trainer for just over one year, with minimal usage. Half the electronic board has already stopped working, even though it has been well-cared for and is on a surge protector. The ramp, resistance, I-fit, Games, Display mode, all stopped working, even though it will still give you the time of your workout and the pulse detectors still work. It would cost us 350.00 to replace the defective electronics. I will never buy another Nordic Track. The lack of quality is just disgusting.
Amy says
I’m sorry about your experience. We bought a NordicTrack eliptical a year and a half ago and it has had no problems. I use it on a daily basis and the only maintenance it has needed is a little bit of the grease they provided for the discs.
Datsun says
Keep in mind that Icon Health and Fitness manufactures of Nordic Track, Pro Form, etc are the largest home fitness manufacturer in the world and control 80% of the home fitness sales in the US. With that said thre are a lot of machines out there and there are bound to be some warranty/service issue. I heard they only have like 1-2% of machines have warranty issues.
I have worked twice for them going through college, once in plastics and in assembly/production and they always stress the importance of quality. I remember stopping production on our line for a whole week doing reworks because a machine was missing a small decal, then a cosmetic screw another time.
I’m sorry some people have had bigger issues, but I’ve had several pieces from treadmills, weights, elliptcals, clothing and have never had a single problem.
Ginny says
I whish I had read this before we bought it. If I go through Utah again (which I do not enjoy, anyway), I will go by and tell them I do not like their product.
Rob says
I’ve had experience with two or three different Nordic Track models. I’ve never felt comfortable with the motion on a nordic track. I have a friend who has one and loves it for its stable rear-wheel driven drive.
Gerry says
I purchased a NordicTrack ASR 1000 in Dec 2008. After the first month or so, it was obvious that the left arm connected to the wheel was beginning to rub on the housing. After removal of the housing it was obvious that the bolt holding the arm to the shaft was never properly tightened. (This part was assembled by the factory.) Now after 15 months or so, the wheel under the right foot pad is disintegrating. I ordered a new one (about $65 for what should be about a $12 part.) The backlight of the display failed about 1 year after the purchase.
Conclusion: Don’t buy this piece of junk.
Becky says
I’ve had my Nordic Track Elliptical for almost 3 years now and LOVE IT! I use it almost everyday for 30 – 90 minutes each day. I have never had the problems any of the other people have had. Maybe it was the model they bought. Mine has been fantastic, and I would recommend it to everyone.
darlene says
which model did u buy???
Rick says
My experience with this model has been poor as well. After a little over one year, the display is not working. The backlight is ok but not the rest of the display. I spoke w/ Icon and they were quite rude. I, too, will not buy Nordic Track or Icon products in the future.
Angry Nordic Track User says
I bought a NordicTrack eliptical macine about a month ago and have never used it. The console they sent me does not work. I called their help line and although the peoson on the phone was polite and sympathetic, all she could do was send me a new console. That one did not work either. I called back and was sent a THIRD console. Still no luck now I have this giant piece of garbage in my living room and I’m out almost 1000 bucks!
zak says
Thanks everybody for taking the time to comment on this worthless junk.It saved me I was planning to go for one off them I wont now
Jeff says
I have a Nor Dick Track elliptical Elite 1300. At about a year old an idler bearing and wheel went out on it. About $50 later, some new plastic parts and my own labor, we were up and running. Now a couple years later at 5:00am in the morning I hear a scream from down stairs. Running down stairs to see what happened to my wife I find her on the floor, she is ok but the elliptical is not. I find the left side of the wheel had fallen off of the elliptical. My wife was ok but could have been severely hurt, she goes pretty fast on it and for it to break and come apart like it did we were very lucky she wasn’t hurt. I found that a ¾ inch steel shaft had snapped in two. The inside of the shaft looks like pot metal not steel. The whole situation makes me mad. A major part like this “steel” shaft should not break, even if it had 100 years of use. It is just poor quality. The lack of quality and safety issue, I can’t afford to ever buy another Nordic Track product!! Looks like $150 from Nordic. I will probably go to a machine shop and have a real shaft made. BUT what will I do with the shaft in 5 years when the rest of the machine (junk) has fallen apart.
Andrew says
Have a Nordic Trac “commercial” elliptical. Very early on, the belt slipped off. Then the bolt connecting the left arm to the pedal sheared off. After a tricky removal and replacement of the failed bolt with a new bolt, the same bolt sheared right off a few months later. The machine did not get heavy use. Icon had the nerve to charge for the replacement bolt (I bought several bolts knowing this was likely to happen again). I could not find the bolt anywhere else even after checking a specialty nut and bolt distributor. I enjoy the machine when it works, much the same as Lada and Yugo owners enjoy riding around in their precision engineered machines.
Ps to those many many owners who had sheared bolts, you can drill a pilot hole with a cobalt drill bit, the use a left hand drill bit (comes in a set for removing broken bolts) to extract the broken piece. Good luck.
Brady says
Hey Andrew i have the same machine and the belt slipped off.
How did you get it back on?
Natasha says
We bought our Nordic Track Elliptical in 2007. Within weeks the link arm started to rub on the casing of the machine. After removing the casing on the machine it was clear that the arm had come loose from the part it was attached to. After a call to customer service I was told if I was comfortable to just take a rubber mallet to it and put it back into place. This was NOT an easy task, it required a formal beating but we did get it on there and since them it has not come loose again. Several months after that we noticed a little bump on one of the rollers however due to barely using it this only became a problem recently when we actually started to seriously use the machine. The roller on the right ramp disintegrated. After receiving my $60 roller, 2 weeks later the other side has started to do the same. My advice to anyone who has a roller go out would be to just buy 2 because you are likely going to need it. I’m pretty sure I could find a roller blade wheel that would fit the same, cost MUCH less and hold up better. Also the shipping Icon charges is ridiculous. In the future I will be sure to read customer ratings before I purchase any other equipment. It sounds like many people had similar issues.