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New Member
Posts: 7
Registered: ‎04-02-2022

Horrible experience customer service - Schwinn Elliptical

I bought a 600$ A40 Schwinn Elliptical trainer in February 2021 and it broke in December 2021, after only 8 months of normal use. Best Buy refused to take their responsibilities and I had to call the manufacturer by myselft. After 2h30 on the phone with the manufacturer, they agreed to send me the replacement parts (crankset) because I was super persitant, but otherwise it would have cost me 356$. A technician from Schwinn came to fix the machine once I received the parts. No need to say that, in my good faith, I saved a lot of time (and money) to Best Buy.

 

We are now in March 2022 and the elliptical broke again, the exact same part. I declared the problem to Best Buy on March 2nd and we are now April 2nd. After numerous follow-ups from my side, Best Buy still refuses to take their responsibilities i.e. they don't want to reimburse me, exchange the elliptical trainer or propose any agreement. They seemed to have forgotten how I was comprehensive the first time the trainer broke back in December when I called myself the manufacturer.

 

The elliptical trainer is only a year old and it broke 2 times. Best Buy's customer service is very very slow to answer and they honestly don't seem to care about the fact that I, a customer, feel wronged about my purchase and about Best Buy. They say they are in touch with the manufacturer, but the ticket has been pending for over 3 weeks now. 

 

If you want to buy an elliptical trainer from Schwinn, just buy it on Amazon. They will replace anything without saying a word. It will make your life easier.

 

I will no longer buy things from Best Buy, and I buy audio equipment often like soundbars, wireless speakers & also extended kits for my intelligent home lighting system. I buy at Costco or Amazon now. 

Posts: 11,640
Topics: 371
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Blog Posts: 46
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Registered: ‎09-29-2008

Re: Horrible experience customer service - Schwinn Elliptical

Hey, Jean-G,

 

Thanks for connecting with us here on our forum, and after owning this elliptical for a little over a year I can of course understand you being concerned that it has broken twice within that period. Best Buy does provide a 15 day return or exchange period, in which a customer can return or exchange an item. After that timeframe has passed the owner of the product would need to work exclusively with the manufacturer under their warranty. 

 

Once the manufacturer’s warranty has expired, the repair or replacement of a defective product would be at cost to the owner. It sounds like you were advised correctly, to contact the manufacturer, back in December of last year. Most manufacturer's warranties last for one year from the date a customer took possession of their product, which does mean the repair or replacement of this elliptical should be at cost to you. Best Buy would not be able to return or exchange this elliptical trainer, as your 15 day return or exchange period expired early last year.

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 7
Registered: ‎04-02-2022

Re: Horrible experience customer service - Schwinn Elliptical

Once again, you are trying to avoid your distributor’s responsibilities. In Quebec, the legal warranty of quality exists and you have to respect it. This is absolutely not an acceptable answer. 15 days is also a ridiculously short period for returns. Please, at least, suggest an agreement.
Best Buy Employee
Posts: 2,534
Registered: ‎01-09-2015

Re: Horrible experience customer service - Schwinn Elliptical

This website is for US Best Buy locations and the answer provided aligns with the policies in the US.  Allan-BBY also supports US locations.  If you're needing assistance with Best Buy Canada, you'll want to reach out through BestBuy.ca instead.  In the US, the Manufacturer is responsible for the Manufacturer's Warranties and while Best Buy does have the ability to provide repairs under that Manufacturer warranty, in the US it is up to the Manufacturer on how they choose to fulfill their warranty.  I have no doubt things are not 100% the same in Canada.

I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
New Member
Posts: 7
Registered: ‎04-02-2022

Re: Horrible experience customer service - Schwinn Elliptical

Thank you jdogg for your answer. 

 

I'm aware this is US website. However, I have absolutely no answer from Best Buy Canada, by phone, by e-mail, by social media and the forum/community on Best Buy Canada website seems to be down since 2019. 

 

If someone can send this to Canada's customer service team, I would appreciate. 

 

Thanks !

Best Buy Employee
Posts: 2,534
Registered: ‎01-09-2015

Re: Horrible experience customer service - Schwinn Elliptical

I know some of our tenured Social Media Agents had contacts to pass along, usually customers who have reached this forum seeking help are directed to the options at this link:

https://www.bestbuy.ca/en-ca/help/your-order/contact-us

It offers both a phone number and a chat. According to the page, the chat support shows online. If these do not work out, please give the current Social Media Specialists a few days to circle back around. Again, since the two Best Buy entities are essentially operated separately it would depend on if the current team still has contacts within the Canadian support channel if they can fulfill your request.
I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
Posts: 11,640
Topics: 371
Kudos: 290
Blog Posts: 46
Solutions: 378
Registered: ‎09-29-2008

Re: Horrible experience customer service - Schwinn Elliptical

Hey, Jean-G,

 

Thanks for the additional clarification, and jdogg836 is correct that this forum is in support of purchases made through Best Buy in the U.S. For help with a purchase made with Best Buy Canada you would need to reach out using the Contact Us link on their website. With that said, the fact remains that this long after your return or exchange period has expired you will need to work exclusively with the manufacturer towards any possible resolution to your concern.

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 7
Registered: ‎04-02-2022

Re: Horrible experience customer service - Schwinn Elliptical

Thanks for responding but it’s very difficult to have an answer from Best Buy Canada. The actions they can take via chat are very limited.

Also, in Quebec, we have the legal warranty of quality, meaning that a product has to work during a reasonable period of time after the purchase, depending on the price and the use, regardless of the return/exchange policy of retailers.

In that case, 600$ for an elliptical trainer used in average 4 hours/week that broke 2 times within a year is not reasonable and both the retailer & manufacturer are responsible. I bought it directly from Best Buy to avoid any complicated communications with the manufacturer so Best Buy will have to take responsibility.

If you are not able to reach out to anybody from Best Buy Canada on my behalf even if you are employee of Best But, imagine how tough is it for the average customer.

Thanks,
J.-G.
Best Buy Employee
Posts: 2,534
Registered: ‎01-09-2015

Re: Horrible experience customer service - Schwinn Elliptical

The link I provided shows Best Buy Canada Chat Support is online and available at this very moment, I guess I don’t understand the difficulty this poses. As I stated, the two Best Buy entities are separate. If the current team has no contacts with Best Buy Canada, there is no difference between you reaching out and them reaching out. You’ll want to reach out to the right team if you think they’ll provide a different solution.
I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
Posts: 11,640
Topics: 371
Kudos: 290
Blog Posts: 46
Solutions: 378
Registered: ‎09-29-2008

Re: Horrible experience customer service - Schwinn Elliptical

Hey, Jean-G,

 

It should be fairly simple to get a hold of Best Buy Canada. If their chat option is not working for you, I would suggest calling them at 1-866-237-8289. With that said, Best Buy Canada is most likely not going to be able to help with this, given how long ago you made your purchase. I would suggest reaching out to the manufacturer directly on this, as it would be up to them to provide any possible resolution to this concern.

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!