ProForm - Faulty Bike
We purchased a ProForm SmartPower 10.0 exercise bike at the beginning of May this year. By the end of May it had stopped working.
I contacted customer service on 7th June and then waited for 3 weeks for an engineer to come and repair the bike. When he arrived for the repair, he informed that the motor needed replaced, but that he had been sent the wrong part. I then heard nothing else for several weeks and had to chase them up.
The engineer came out today and had been sent the incorrect motor AGAIN. So far we have had the bike for just over 3 months and it has worked for only 1 of those.
I called customer service after the engineer had been today to say I would like to escalate this as a complaint.
The complaints procedure is archaic, as I was told that I would need to write a letter and that there was no option for me to email or speak to someone on the phone regarding the complaint. I wonder what the company would say if they were dealing with a customer who was unable to leave the house?
I am so disappointed and frustrated with this experience. We have spent £1000 on this bike and it has turned into a very expensive coat rack.
It's been an absolute waste of money, and ProForm's customer service seem to be doing everything in their power to make resolving this problem as difficult as possible.
I would advise everyone against buying from this company as they seem to want to scam their customers and you will not receive any help if something goes wrong. All we want is an exercise bike that works, and I will be looking at escalating this further, unless we are provided with a full refund/replacement bike.
Monetary Loss: $1000.
Preferred solution: Full refund.
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Lynsey G Xen We are sorry there has been miscommunications about what parts are needed for these repairs and for the delay you have experienced in getting your bike running properly. We understand you must be eager to work toward your fitness goals using a quality piece of equipment.
The complaint procedure is not by mail only. This is not our policy. Members can call 800-999-3756 or email. To escalate an issue, you can speak with a supervisor.
We do have member care teammates who collect mail and start with the highest priority. Escalations are reviewed on a case by case basis. Please email us directly at ce@ProForm.com with your case #1-R101345 to expedite your service.
We want to look into your care asap and offer a satisfactory solution. Thanks -ProForm