Customer Reviews

Epic 550 View Treadmill

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(1)I purchased this product Feb 16 2009 from Sams Club [...]. The warranty states "the frame and drive motor are warranted for a life-time. Parts and labor are warranted for one(1) year from the date of purchase". I purchased an additional 1 yr warranty from Sams Club [...]. I've given this product a one-star review because (1) the incline motor broke in the first month of use; and (2) the product's warranty has hidden fees associated with it.

The machine came in a box that was very wide and very heavy. I hired 2 men to transport and put the product in the room it would be used. After they removed the packaging, it looked like it would be relatively simple to put together myself, so I decided to attempt to assemble it with the assistance of a male friend (instructions state 2 people are needed to assemble the machine--absolutely true!!). Putting the front of the machine on and off of the provided cardboard piece (as per the instructions)was awkward. The alignment of the screws gave us the biggest problem. One of the holes needed enlarging a little bit to accommodate the screw. It took us approximately 45 minutes to assemble it.

Initially, I was pleased with the operation of the treadmill. The various programs were adequate. The treadmill's TV function hasn't been used because the treadmill is setup in front of a big screen TV, and I didn't purchase it for the TV. Until yesterday, my son and I used the treadmill almost every day for approximately 45 minutes each. The highest incline used was level 10 and it ran very smoothly. Yesterday, less than 1 month of owning this machine, I elevated the machine to its highest level of 12 to vacuum the debris that had accumulated from the walking belt at the back of the machine. Afterwards, when I went to lower the machine back to zero elevation, the machine refused to decline. I turned off the machine and restarted it several times but was not able to get it to decline at all. Everything else on the machine was working

I immediatedly called the customer service telephone number that was on the user manual. The customer service rep told me he would open a case for me and proceeded to ask info about the purchase. After I provided the requested information, he asked me to run a routine on the machine that would help him identify the problem. I followed his instructions. He then told me that the "incline motor" needed replacing. Ok...at this point I'm thinking this repair won't cost me anything. I WAS WRONG!! The customer service rep tells me that although my warranty does cover the free replacement of the defective part and labor, there are fees that are not covered by the warranty. Specifically, I would have to pay the cost of shipping the replacement part [...] but would also have to pay what they refer to as a "trip charge" [...]. I told the rep that I've had this machine for less than a month and in no way did I think it fair that I should have to pay anything for what is clearly a defective part. He became apologetic and asked me "what amount do you think would be fair". I told him I felt I shouldn't have to pay anything, particularly [...]. He then directed me to the 4th sentence of the second paragraph of the warranty which says "For in-home service, the customer will be responsible for a minimal trip charge". I told him a [...] charge is not "minimal". He then told me I have another option. He told me if I purchased from them a 4 yr extended warranty [...], the shipping fee and trip fee would be waived. I told I wasn't going to buy their extended warranty nor was I going to pay the [...] trip charge. I said, instead I'm going to write a letter to the presidentof Icon Fitness and complain about this rip-off practice. He then asked to put me on hold so that he could speak to his supervisor. When he returned he told me they would waive the [...] trip charge (this time).

If I had known how this warranty operated, I would not have purchased this machine. I'm writing to the president of the company to tell him what I think of their warranty.

(2) UPDATE (Aug. 2009)... I decided to move the treadmill to another location. The company's procedures for moving the treadmill required the deck to be lifted up and locked in place, which I did without problem. I moved the treadmill to its new location (in the same room) but wasn't able to unlock the mechanism that was holding it in place. I called the company. They told me how to manually disconnect the bar that was holding it in place and agreed to send me a replacement knob they thought was the problem. I followed the instructions for manually disconnecting the bar, which did allow me to use the machine. I did not feel comfortable reconnecting the bar. Shortly thereafter, I received a call from the manufacturer and I shared with them my most recent problem. They offered to send a technician to my home to repair the problem at no cost to me. I thanked them for the offer and the repair was made last week.

**ATTENTION. --MUST READ!-- DO NOT BUY! DO NOT BUY! DO NOT BUY!**

In July '10, I purchased an EPIC View 550 Treadmill. Within 3 weeks the product demonstrated slipping and gripping problems with the tread. Followed instructions to fix found in manual- no success. I called EPIC and was holding for over an hour!! It took an additional two weeks, 3 repair visits, 2 new parts (one was back-ordered...hhmmm?) and what felt like hundreds of individual calls to EPIC's customer service department before I THOUGHT it was operational again. Within 20 minutes of my workout, the same problem of gripping and slipping began. VERY VERY UNSAFE when running at a good pace I might add. I called EPIC again, put in the service request and asked to have a supervisor call me. I'm thinking I have a lemon and I need reassurances. I was told the supervisor would call me the same day, as well as the repair company. IT TOOK A WEEK TO HEAR FROM A SUPERVISOR AND 4-5 DAYS TO HEAR FROM THE REPAIR COMPANY. The supervisor refused to give full name for my records, citing security reasons.

BUYER BEWARE "CUSTOMER CARE" IS OF ZERO CONCERN TO EPIC AND ICON FITNESS. I don't know if its laziness, unprofessionalism, or sheer incompetency, but pray you don't have to deal with these people.
It is September '10, and I still have a 500 pound paper weight in the basement, STILL UNDER THE MANUFACTURE'S WARRANTY!!
If you unfortunately have to call, this number gets you to a representative faster.
1-888-825-2588. EPIC FAILURE!!!!!!