07-13-2020 11:37 AM
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?
07-17-2020 11:07 AM
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!
07-21-2020 08:14 PM
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.
07-21-2020 10:48 PM
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.
07-22-2020 08:45 PM
07-23-2020 06:01 AM
07-23-2020 06:04 PM
07-24-2020 09:23 AM
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.