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New Member
Posts: 6
Registered: ‎07-13-2020

Nordictrac Treadmill

I purchased a Nordictrack Commercial X32i Treadmill on May 1 and a little over sixty days later, it stopped working.  Manufacturer says it cant assist because parts are on back order.  Why cant I return this after such a short period, especially as an Elite Plus member?

 

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Posts: 5,128
Topics: 154
Kudos: 394
Solutions: 232
Registered: ‎08-21-2017

Re: Nordictrac Treadmill

Good morning, jem3chicago,

 

Thank you for taking the time to visit our community forums. Buying a treadmill is a big decision so I can certainly understand your disappointment to begin having problems after getting it set up. I'd be glad to give you some more details about our Return & Exchange Promise.

 

As you may be familiar My Best Buy Elite Plus members most products 45 days after receiving them. Based on your message, it sounds like too much time has passed to process a return. Do you remember if you purchased a Geek Squad Protection plan? If so, the Geek Squad may have some further options available to assist you.

 

Please let me know if you have more questions I can help with!

AndrewB|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 6
Registered: ‎07-13-2020

Re: Nordictrac Treadmill

BB proposed solution to the fact that they sold me a defective machine is that I should have bought an extra warranty from them.  No other suggestions.  Pathetic customer service. Go ahead and spend $4,000 on equipment from BB, but dont expect them to stand behind it.

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Best Buy Employee
Posts: 1,935
Registered: ‎01-09-2015

Re: Nordictrac Treadmill

An analogy, if I may.  I don't expect Wal-Mart to stand behind the quality of my cocoa puffs.  They didn't make them, I purcased the box from them completely unopened so they would be unaware of any problems sealed within.  I do expect that if I got a bad box of cereal that they return or exchange it during their posted return policy, that's the amount of time Wal-Mart has said I can come see them for a problem.  If it was good during that whole return window, and suddenly they went bad while still in their "freshness guarantee" I would totally reach out to General Mills for a replacement.  But again, I would not hold that against Wal-Mart because of where the responsibility lies.

 

I know a treadmill is a bigger/pricier item, however, our return policy is meant to cover items that are defective out of the box or found to not meet the customer's needs.  It was never intended to replace the Manufacturer's Warranty and Nordictrac's responsibilities under that warranty.  Nordictrac is also the company charged with standing behind the product they manufactured.

 

Geek Squad Protection is the "extra warranty" you mentioned, it adds some additional coverage as well as puts some of the manufacturer's burden to "stand behind" the item on us.  Without it, the levels of service in the lifespan on your treadmill are as follows:

 

1. Return policy from Best Buy (15 days for MyBestBuy members and non-members, 30 days for Elite Members, and 45 days for Elite Plus Members).  

2. Warranty repairs/replacement by Nordictrac under the manufacturer's warranty.  Some manufacturers allow Best Buy to act on their behalf, mostly computers and mobile devices, however this is up to the individual manufacturers.  This is not the case with Nordictrac.

3. Out of warranty repairs potentially at the expense of the customer/end-user.

 

You've reached step 2, and unfortunately Best Buy has no say in how manufacturers run their warranty policy.  Oftentimes, a manufacturer's warranty doesn't apply to a retailer so if we were to exchange the item we would have no way of getting it repaired for resale.

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***
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New Member
Posts: 6
Registered: ‎07-13-2020

Re: Nordictrac Treadmill

What a silly, naive response, which shouldn’t be a surprise given that it’s from a person who denies being an employee of the BB corporate office but whose title in the thread is “Best Buy employee.” BB sold this item, much like an auto dealer sells cars. BB can’t walk away when the item doesn’t work; otherwise, the return policy would be zero days. Given BB’s repeated sale of this item, and it’s knowledge of the defective motor, it owes its customers more than the seller of Cocoa Puffs. Duhh.
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Valued Contributor
Posts: 1,723
Registered: ‎02-07-2011

Re: Nordictrac Treadmill

There isnt anything where I live that says they cant have a 0 day return policy. If that's what it takes to get you to understand it's the manufacturers responsibility and not the retailers, maybe they should.
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New Member
Posts: 6
Registered: ‎07-13-2020

Re: Nordictrac Treadmill

Thanks for the irrelevant comment.
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Best Buy Employee
Posts: 1,935
Registered: ‎01-09-2015

Re: Nordictrac Treadmill

Not all Best Buy employees work at the corporate office, in fact the corporate office is only a fraction of the total employees that work for the company.

Car dealerships are licensed and authorized by the car manufacturer to sell, repair, and maintain the vehicle. They are an authorized service provider allowing them to make repairs on behalf of that manufacturer under the manufacturer’s warranty. There are some manufacturers that allow us to make repairs, Nordictrac is not one. But it’s strange you bring up cars, in a lot of places including where I live as soon as you sign and take possession of a car you have no right to return.

Unlike your car analogy, your treadmill qualified for a 15 day minimum return policy with up to 45 days for Elite Plus members. I think mine fit better, where the retailer is responsible for the window as denoted in the return policy and agreed to by all parties at the time of sale and the manufacturer supports during the time after that in which the product is still guaranteed by that manufacturer.
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***
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Posts: 22,285
Topics: 14,511
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Blog Posts: 23
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Registered: ‎10-10-2012

Re: Nordictrac Treadmill

Hello Everyone,


We really appreciate all the conversation on this topic; however, Andrew has provided our official response to this concern. At this time, I am blocking any new replies to this thread.


Thank you!

Bill|Senior Social Media Specialist | Best Buy® Corporate
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