Nautilus

Just received the Bowflex. It took my husband, who is very handy and can assemble anything with ease, at least an hour to get it all together. Once assembled, it didn’t work. Something wrong with the electronics. After talking to customer service rep, it’s determined to be a bad cable. (Next time just buy used.) He was told he’d get replacement parts sometime in February. WHAT? After much complaining, they agreed to send him the part tomorrow. It will be an entire box — basically the main body of the unit, which he will have to disassemble (to get the part he needs), reassemble the other one (that doesn’t work) and THEN reassemble the second one and resend it to them.
Two thoughts. First, great quality control guys. And second, WHY does a customer have to get all worked up, write letters, and bitch and moan to get a company to do the right thing?
Ugh.

In 2006 I purchased a Bowflex Ultimate II gym set from Nautilus. Recently I needed to contact Nautilus’ customer service regarding a service issue having to do with obtaining replacement parts. To my astonishment, when I spoke with the customer rep I was informed that the phone sales rep who sold me the product back then had mistakenly made a promise to me that was not actually covered by the official product warranty… yet, that assurance was the basis for my decision to purchase the machine. Upon learning that there would be an out of pocket cost to me after all, I felt I needed to write Nautilus and lodge a formal complaint. In short order I received a reply from a member of Nautilus’ Executive Response Team telling me my issue was being investigated. Just days later I was informed that after careful review, the assurance made to me at point of sale would be honored even though it was not supported by the warranty.
Nautilus stepped up and took care of their customer (me!) even though from a purely legal standpoint they were probably not obligated to. This commitment to do right by the customer speaks directly to Nautilus’ integrity, and why I remain a very satisfied and loyal customer!