echelon-store

I've been struggling to receive support for my Echelon Stride treadmill since the weekend after Thanksgiving...and when I'm working with support I will receive a flurry of responses over a day or two, then go weeks (really - WEEKS!) without a single correspondence. I cannot support or promote a company that provides such poor after-purchase support of failed equipment that costs in excess of $1,000.

This is the worst company I have ever dealt width on the customer service side to get problems resolved and they still are not. Bought 2 bikes and paid for the premium delivery /setup. After 4 weeks from ordering only one bike was delivered in a badly damaged box. It was a drop and run. I called customer service a number of times and a second bike was finally delivered. I let my customer service contact know that both bikes were available and that they needed to schedule the setup technicians. I have sent 3 emails and have heard nothing. Its been 8 weeks since I ordered the bikes and have them sitting in the garage in their boxes. I definitely do NOT feel like a valued customer. I'm very close to just returning the two bikes and buying elsewhere.

I think the Echelon processes are broken and once you get out of a normal process you get into a customer service hell. Customer service doesn't actually have the ability to actually do anything more than give status, not even why the status occurred. My order was cancelled by the delivery company because they didn't want to set up the equipment even thought I paid more for that service. Echelon didn't refund the money for 30 days and couldn't provide any statuses for the order. Every time you reach out to customer service, they have to raise it to another group and get back to you within 72 hours and sometimes that reply never came. I ended up going with Sole since they will actually give statuses and delivery the equipment that I purchased. To this day I still don't have my refund from Echelon. This is 45 days later.

I paid for assembling the bike. Turns out there is no technician locally available. For a week customer service Reps kept saying to wait, no results. I called and asked if Echelon has a technician outside of area. No. Now for 2 weeks I can not receive a normal current return label to return the bike on time. I never asked for anything for free. Simply to receive service that Echelon offered. I never got to use the bike after all. It is still packaged. I look Forward to at least timely refund. Very unexpected snd unpleasant experience.

My stride lost power. It took a week plus of back and forth with support to get them to ship me parts that perhaps would fix it (I provided my stride's serial number). They first tried to sell me the power cord as that being the problem, good grief. They then shipped a controller board (wrong part number) and a new motor (arrived broken) and a new power receptical port. None of those parts were actually broken on my stride. Turned out needing a rocker switch, which I got off amazon.