Top critical review
1.0 out of 5 stars2017 just before the bad reviews began popping up
Reviewed in the United States on July 21, 2018
I bought this treadmill Feb 15, 2017 just before the bad reviews began popping up. Darn. Don’t get me wrong. I like the treadmill. I don’t like the service.
Proform is one of several companies under ICON Fitness. You might recognize some of the other brands: Weslo, HealthRider, Weider, IMAGE, JumpKing, Reebok, and NordicTrack.
Perhaps they’ve gotten too big for their britches.
I own another ICON Product a NordicTrack Elliptical Trainer. I had to call in for service twice on it and I had an extended in-home service warranty. On it, the console was busted right out of the box. They sent me a new console but wanted me to install it. The rep was tricky. Told me there was just 4 screws. Turned out to be a lot more than 4 screws because there was a lot of stuff to remove before I could get to those 4 screws.
The second time I called for service they wanted me to install the part myself because it was just a wave washer. I refused and demanded a tech do it. It took the tech 3-4 hours to replace the part. Some warranty.
Well to the Proform 9000. Had I known they were from the same company as NordicTrack I would have had second thoughts.
The first problem that I had was that the unit began going through the incline calibration process each time I plugged it in. (Note they recommend that you unplug the unit when not in use. I use a power strip with an on off switch.) When calibrating, the platform moves to the full 30 degrees incline position then all the way back down to the negative 3 degrees position then back to 0 degrees. I submitted a support request through the registration website. Other than the autoresponder email acknowledging my request, I heard nothing. One day the unit seemed to correct itself, so I thought nothing more about it.
Now the console wants me to update the software every time I use it. I go through the process it seems to complete but next time I use the machine it wants me to do it again.
So, I submitted a support request a couple of months ago through their website. No response other than the autoresponder acknowledgment. After a couple of weeks, I submitted a second request.
Severa weeks later I got tired of waiting, so I called them. I was on hold for 45 minutes before I spoke to a rep. I told the rep about the previous support requests. She proceeded to request my name, phone, model #, serial #. At that point I stopped her and asked, “are you re-registering me?” She said, “no we need this information for verification”. I said, “you should already have all of that on file because I have already registered”. She proceeded to request my address, purchase date/price, etc. I did stop her a couple of more times because I was exasperated but she was relentless.
Fortunately for me I had the model # and serial # written on the owner’s manual, which I had in hand.
She finally took me through some trouble shooting steps and determined the unit needed to be manually reprogrammed. That requires removing the tablet from the console and inserting an SC card etc. She wanted me to do it. I requested a tech do it. She told me I would have the card with 7 to 10 days and a tech would call me in 3 to 5 days to schedule.
Well I have the card now. The tech has not called. The instructions and diagram inserted with the SD card are not for my unit. So, I have submitted a follow up request via their support website rather than the registration website. That’s where the part came from. Frankly, I don't believe the SD card is for my unit. You see there is a USB port on the side of the console. There are no references to it in the manual or anywhere else. It seems to have no function. I wonder if it's there for manual programming if needed?
I dread being on hold again for another 45 minutes.
This is an update. Today is July 28, 2018. The tech finally got here and reprogrammed the console.
Just a couple of notes here. The guy was nice enough. He called and left a message on the 24th. The message was somewhat garbled. But I managed to make out something about a machine and the last 4 digits of the phone #. Fortunately, I have caller ID on my landline; so, I was able to figure out the phone #. I returned the call, but it went to a voicemail box. There was no personally recorded outgoing message. Being a bit desperate, I took a chance and left a message name, phone, and that I hoped he was the tech that was to fix my ProForm fitness machine. The next day I got a call back and just missed him. I returned his call. At first, he acted like who are you and what do you want? I thought oh darn. But after a bit he said: “oh yeah, I need to set up an appointment with you”. He was supposed to be out on the 26th between 3 and 5. I was there but he called and postponed the appointment till the Saturday the 28th at noon and I would be his first call.
Today at 12:45 I gave him a call to make sure he was coming. He said he was and showed up a short while later.
Well were done.