I have a Vision Fitness T9200 Basic Treadmill with the simple console on it that I picked up almost exactly two years ago. Amazingly, I actually do use it regularly during the winter and on inclement days during the summer, preferring to run outside when I can but I *am* a fair weather runner. Can’t see the point in being miserable when I have a perfectly comfortable alternative sitting in my gym.
Anyway, almost exactly two weeks before my warranty was to expire the 1,5,8 and 9 number keys on the panel stopped working. I use these a *lot* so this was a problem for me.
I visited the Vision Fitness website and sent them a note through their “Request Technical Support” panel. This apparently didn’t actually do anything, so when I didn’t hear back from them after a week I elected to call them directly (1-800-335-4348). I explained what was going on and the fellow I reached asked for model and serial number information then told me they’d ship out a new front panel and that it should reach me by the next Wednesday.
Everything was so casual I wasn’t super confident that he was going to follow through but I still had time on my warranty so I decided to see what would happen.
On Wednesday when I got home from work, there was a package waiting for me. On Thursday morning I took apart the console of my treadmill and replaced the panel. Everything now works perfectly! They even included the UPS return label so all I need to do now is pack the old unit (which will be easy given the packing materials they used) and call UPS for a pickup.
Absolutely simple. Great customer service with no fuss. Just make sure that you phone them rather than bothering with the online support request form.
This kind of customer service is important and why I am such a die-hard fan of some manufacturers and retailers (Amazon.com and Samsung are two that leap to mind) and why Vision Fitness now gets first dibs for my next fitness purchase.