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I was happy go lucky and called to order my NordicTrack Commercial 1750. Gave Nate all the information along with shipping. As I received the confirmation email I noticed that shipping was changed to my home instead of my business like I had requested. I called to correct the issue and after a 20 minute hold was able to contact Nate.

He advised me he didn't know what happened. He corrected it. I get a call from him the next day about "an issue". He apparently entered the wrong address on billing as well and his accounting rejected the transaction. He tried again but this time MY fraud department declined it due to multiple attempts for same price. I called NordicTrack and was referred to Nate again, and he said "oh yeah" we will wait and run it again.

Now I am concerned because he has held up my order and put a hold on my card credit limit. I asked him if we had to wait if he would expedite order since he was going to wait a week. No remedies and apparently he does not have a supervisor according to him. That lost a sale. Lousy way to appease a customer.

Reviewer is in unhappy mood. This person stated that there is a room for improvement of how the call was handled. Please immediately contact the author of this review to discuss poor customer service of nordictrack treadmill. Nordictrack needs to offer any options to resolve the issue according to poster's claims.

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Anonymous
#1150317

I don't actually know Nate as we have a pretty large call center here, but what you described happens from time to time.If your credit card is billed and rejects in our system due to wrong address it holds the funds.

Same thing for online orders. I get that Nate made a mistake but he's right, there's nothing he can do but wait until your bank resets the funds. He can't expedite the shipping because it costs us $200 just to ship the product to you for "free." Expedited shipping costs $600-$800 and NO manager will authorize that. It frustrates me that customers come on here and vent about us when WE CAN'T DO ANYTHING ABOUT IT.

We have supervisors who don't want to get on the phone with customers who are going to ruin their day so we take it from customer's like you over and over to appease them. You think we like it? No, we don't. But we need jobs and Icon employs us.

Our company pulls in nearly a billion dollars a year. Our management teams can give a ratz *** about one customer. They are focused on selling 1000 pieces of equipment- not one. Our hands are tied behind our back.

I'm sorry that you are frustrated but imagine how we feel. We have to hear YOUR story fifty times a day. We hate answering the phone because after a while it sucks the energy from us.

By noon I'm emotionally drained.I wish I had the floor manager's job...

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