I purchased an F85 Treadmill December…
I purchased an F85 Treadmill December 2023 as an xmas gift for myself from my husband. I had some questions about having a service person come to help with the set up of the tread(the delivery men did not center it apparently , and I was told by Sole customer service rep, that I needed to send them a video from my cell , and they would listen to the sound, and determine what is causing that sound, and if they felt it was necessary, they would send someone out, but ONLY if they felt they had to order a new part.They expected me to read the instruction booklet on my own, and center the tread myself! Pluis, my husband said it was not easy to do, he had a difficult time, and there was NO way, they could have walked me through this over the phone as the rep suggested. I never could have had the strength in my arms to do it my husband said. We feel that after you purchase their product, that you are then on your own, with any situations that arise. I only have it few weeks, so I hope I dont have many issues in the future with always having to send them a video before they can determine if a service call is necessary! I want someone in my home, simple, I do not want to read an instruction booklet, I want to be shown in person how it works, noone ever showed me anything. they just put it together, and showed where to plug in, where I would need to put lubrication every few months. A customer should not have to put in lubrication. I never once had to touch my Nordictrak treadmill in the 15 plus years i had it,,,service people came without any issues, and i had extended warranty as always. Not even showing me how to set up screen functions, as simple as setting the clock. I asked what if a senior(as my mom) does not have a cellphone or computer, to send pics, they said then the customer would have to ask a friend or family member to do so! What if I did not have a husband to center the tread for me? The service people should need to come out and do it, simple....... I think as polite as customer service was on phone, they need to help the customer with easy requests of sending service people when customer asks. Why do we have warranties!!! This is a brand new machine no less!