Top critical review
7 people found this helpful
Disapointing customer support
on March 24, 2012
We bought this Schwinn 240 based on good customer reviews, but unfortunately we are one of the unlucky ones who got a bad unit. This happens to any manufacturer. But its the quality of the customer service that makes or breaks the relationship with customers.
I called the support number and explained to the rep that the bike was not changing resistance. He told me I'd have to disassemble the pedestal to ensure there was a good connection on the cable that connects the control/display unit to the internal parts of the bike.
Okay, not a great start, asking the customer to disassemble the thing they just worked hard to assemble, but okay got my tools out and started to follow his instructions.
After I disconnected the display/control unit from the bike he told me to disconnect the cable from the back. I told him it did not seem to want to come out, but he told me just to pull harder. What he didn't tell me was that there is clip that you need to squeeze to get it to come out. Well, I pulled harder and it disconnected, along with breaking the little plastic snap off.
I told him that it broke and he told me that now he'd have to send me a new cable before we could do any other trouble shooting. He told me it would take 4 to 6 weeks to get the replacement. I asked why it would take so long to get what seems like a pretty common part, but he couldn't give me an answer, but he'd "see what he could do to get it priority."
4 weeks later after no contact from Schwinn/Nautilus I called back. The new customer support rep told me it was going to be at least another 4 weeks before a cable could be shipped.
I asked if there was an explanation of why it would take 8 weeks to get this very common component, but again could not get an explanation, but that she would look into it and get back to me.
I received an email back asking me to send a picture of the broken part so "so I can see if I have an alternate part to get this fixed faster for you?"
I've got no complaint with the technicians, they have both been courteous (although the first one could have avoided the problem with better explanation of how to disassemble) but technicians cannot make up for poor policies and processes.
To make customers have to disassemble the bike and do numerous trouble shooting efforts to help resolve problems with a defective brand new product seems a bad policy.
Making customer with defective new units have to wait more than 8 weeks for replacement parts (that they have to install) is also bad policy.
Very disappointed so far with Schwinn / Nautilus experience so far. Will update later with more when they get back to me.