Complaints

• Initial Complaint

  02/28/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a NorticTrack treadmill on January 7, 2025 and it was delivered on January 16, 2025. The treadmill stopped working on Sunday, February 23, 2025. I called the service/support number and they couldn't help me. This should be simple, warranty work. I sent an email on February 24,2025 and IFIT responded with a case number ********. The email said I would be contacted but never was. I tried to call the customer service number but the connection was bad and I was disconnected. I sent another email on February 27th saying that I did not get contacted and the response was to call the customer service number again! I am getting nowhere fast and have been five days without the use of my treadmill or even a pathway to getting it fixed. Here is the treadmill information: NordicTrack T 7.5S, Model # ***********, Serial# *************

  

  Business response

  03/03/2025

  Hi *****, 

  Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services!  Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward. 
  

  I would be happy to get a tech requested to come out and inspect your machine, first could you please provide us with what is happening with your machine? I can see in your past case that the machine will turn on but then won't go anywhere. Can you please take a photo of the screen you are getting stuck on so we can provide the tech with as much if as possible. Also if you haven't performed a pin hole reset on your console please do so by following these steps: 

  The console typically requires 2 people, but may be completed with 1. Please follow these steps:
  1. Turn the machine off at the power switch or unplug it.
  2. Find a paperclip and bend the outside wire to make an L shape.
  3. Locate the paperclip reset hole on your machine. This can be located on the back or side of the console. (For instructions and diagrams specific to your machine, these steps can also be located in your owner's manual under the "Maintenance and Troubleshooting" section)
  4. Press and hold the paperclip in the hole. When the button is pressed, you will feel an obvious click.
  5. Power the machine back on while holding that paper clip button down at the same time.  Continue to hold until you receive a message on your machine. Often this says "Installing System Update" 
  If the reset was successful, the machine should reboot to a blue "Congrats on your New Equipment Page"
  Walk through the machine set up process and allow the machine to update. If it does not automatically attempt to update, you can check for updates by navigating to the Maintenance screen located in the Settings.

  If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right! 
  
  

  

  Business response

  03/04/2025

  Hi *****, 

  We apologize for the confusion, once a claim is submitted through BBB we work directly with you through this portal. Please provide the infomation through this portal. 

  Thank you 

  ****** * 

  
  

  Customer response

  03/04/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  ***** ********

• Initial Complaint

  02/27/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am filing a complaint against NordicTrack/iFIT for failing to honor their 10-year frame warranty on my NordicTrack Commercial X32i Incline Trainer (Model ********). Transaction Details: Purchase Date: December 10, 2022 Delivered On: December 20, 2022 Retailer: Best Buy (Order #: ******************) Total Paid: $3,194.78 Nature of the Dispute: The treadmill’s structural Base has broken, but NordicTrack refuses to cover it under the 10-year Frame warranty, claiming it is not part of the Frame. Why This Denial is Unfair: The Base is a structural component—it supports the Uprights and entire treadmill frame. The broken part is welded and not a separate part of the frame. Nowhere in the warranty does NordicTrack exclude the Base from the Frame warranty. No written proof has been provided to confirm this exclusion. Other brands include the Base as part of the Frame warranty, making NordicTrack’s stance deceptive. The rep tried to tell me that the part that was broken was part 78 and 75 at first and that's why the claim was denied. While those parts did come off as a result of the base/frame breaking, it what not the issue. They then put me on hold to talk to a supervisor and came up with a new reason for the denial claiming it was the base and not part of the frame. Other consumers have reported the same issue with part # 74 (base) breaking where the axle connects creating an immediate safety hazard and potential issue with recalls considering this is a common occurrence. They referred me to the BBB since they encountered the same problem on the same treadmill model. Attempts to Resolve: I contacted NordicTrack, but they denied coverage and refused to provide written proof that the Base is excluded. Resolution Requested: NordicTrack must honor its 10-year Frame warranty and replace the Base. If they refuse, they must provide an official written policy excluding the Base from coverage. I appreciate your help in resolving this matter.

  

  Business response

  02/28/2025

  Hi *****, 

  Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services!  Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward. 
  

  We apologize you have been through this, after looking at your case and the photos submitted, we ask that we receive one more photo so that we can see the whole machine. Please provide a photo of the full machine so we can see the deck. Once we get the requested photo we are happy to look into what options we have available to get this resolved for you. 

  We look forward to hearing from you. 

  Thank you 

  

  Business response

  03/04/2025

  Hi *****, 

  Thank you, we've submitted that request. Your order number is ***********. Once the base has shipped you will be notified via emaiil with the tracking info. Please let us know if you have any further questions. 

  Thank you

  Customer response

  03/04/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  02/24/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased an iFit treadmill 2 years ago and pay a monthly subscription to the program. The treadmill worked great, then approximately 4 weeks ago, the iFit program automatically updated the software to the 2.0 version. Since then, the screen just spools and we are not able to operate the machine. This is not due to user error. The update was done by iFit, not by us, and now the console does not work. I tried multiple times to get assistance in troubleshooting. On a call today, they had me use a paperclip to hit the reset button. I kept telling the agent that the paperclip is just going in the console and there is no button or resistance. She said keep pushing it further. I told her if I do that, the paperclip will fall into the body of the console. She assured me it wouldn't and to keep doing it. I did and the paperclip went all the way through and now is inside the computer console. The agent kept telling me since the machine is out of warranty, there is nothing I can do but buy a new console. I talked to a supervisor and they said the same. But the reason the console does not work has to do with iFit and their update, not anything we did or didn't do. It is horrible business and wrong to have a machine that costs thousands of dollars and requires a monthly subscription to break due to the company's program, then ask the customer to spend another $700 for a new product? I feel like this is a scam. I googled and it looks like there have been lawsuits for similar software issues. I just want to use my machine again. I don't want to keep paying for something that I don't trust won't break again in a year.

  

  Business response

  02/26/2025

  Hi ****** 

  Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services!  Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward

  After reviewing your account we have gone ahead and issued you a replacement console. Your order number is ***********. Please allow 7-10 business days for processing and shipping. 

  If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right! 
  Thank you
  
  

• Initial Complaint

  02/24/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased Nordic Track x22i treadmill on July 15,2021 order ********* Product ***********. Also bought extended service plan Agreement ******** First bad interaction was delivery. The delivery man ripped me off and suggested $200 cash payment for setup. Now ongoing defective product - constantly breaks , needs recalibration daily, elevation goes down when pressing up, fan doesn’t work and active adjustment to heart rate defective. I’ve called both ifit and service center for help and no response. I have been ripped off and need a non defective product or refund.

  

  Business response

  02/25/2025

  Hi *******, 

  Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services!  Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward. 
  

  After looking into your case, it does appear that parts and service have been arraged for your machine. We need to allow the tech to inspect your machine and install the parts ordered. If you are still experiencing issue upon completetion please let us know so we can look further into this for you. 

  Thank you 

• Initial Complaint

  02/19/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Model #: *********** Serial #: ************* Request # ******** Ordered bike on 10/26 Received bike 12/13 x24 Bike broke 1/13 2/19 no resolution **Problems:** * * **Incline buttons:** No response from either the screen or buttons on the handles. * * **Resistance buttons:** No response from either the screen or buttons on the handles. * * **Calibrate :** No response when performing calibration * * **Data displays:** No data displays in the information bar at the top of the screen (RPM, WATTS, CALORIES, etc.). * * **Request ********:** iFit sent a new control board. The repair person replaced the board on February 3rd, but the incline, resistance, and information bar functions remain disabled. * **Request ********:** iFit sent a wiring kit and a reed switch. The repair person replaced the parts on February 18th, but the incline, resistance, and information bar functions remain disabled. * **Request ********:** The issue has been resolved. I can now log in after forcing the bike to use 2.4 GHz. This expensive bike was functional for only one month before it malfunctioned as the 30-day return period expired. Given that the bike is a new model with multiple replacements of new parts, its continued inability to function is unacceptable. This raises concerns about its durability for the next five to ten years. If iFITunwilling to accept the return, my next course of action will be to contact my credit card company and an attorney.

  

  Business response

  02/19/2025

  Hello *******, 

  
  Thank you for taking the time to address the issues you have encountered with your X24 Bike. We appreciate your valuable feedback as we work to improve our services!  Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward. 
  

  With the information you provided, we confirmed that the machine is no longer eligible for a return due to you being outside of the 30 day return policy. Your 30 day return policy has expired as we did not hear from you regarding a refund or return within the first 30 days. With this information, you are not eligible for a return or refund.

  The return policy states: "You can return your NordicTrack product within 30 days upon receipt. Returns will be charged a return shipping fee of $250 plus a 10% restocking fee. Because of the size and weight of the NordicTrack product, we do not offer a refund for any shipping or delivery charges you may have paid to receive your product. Returning your product may incur additional charges for ordinary wear and tear or damage caused by improper use, misassembly or accidents.
  You can go online at **************** to further review if you would like.
  

  You do have manufacture warranty and have the opportunity to purchase an extended warranty plan as long as the manufacture labor and parts warranty is still active. You can contact UTS who handles the extended warranty to purchase and go over the terms if you do decide to purchase a plan, they can be reached at ###-###-#### or [email protected] Monday through Friday 7am - 5pm MST.

  The manufacture warranty is as follows:

  The frame is warranted for ten (10) years from the date that you receive this product.

  Parts are warranted for two (2) years. The tablet and labor are warranted for one (1) year.

  I have gone ahead and added 3 months of iFit membership time on your membership for the inconvenience this has caused. 

   

  If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right!

   

  
  

  Customer response

  02/20/2025

  
  Complaint: ********

  Subject: Re: Request #******** - Unacceptable Resolution for Defective X24 Bike 
  

  Dear Escalations Team, 

  Thank you for your response regarding my X24 Bike (Model #: ***********, Serial #* *************). However, I reject your position that I am ineligible for a refund based solely on your 30-day return policy. The bike failed on January 13th, just one day after the return period expired, and despite two repair attempts—replacing the control board on February 3rd and the wiring kit and reed switch on February 18th—the incline, resistance, and information bar functions remain disabled. Your inability to restore this expensive product to working condition after multiple interventions is unacceptable, and a full refund is the only remedy I will accept.

  Your return policy does not override my legal rights under Alabama law. Under the Alabama Uniform Commercial Code, specifically Ala. Code § 7-2-314, the implied warranty of merchantability guarantees that goods must be fit for their ordinary purpose at the time of sale. This bike, which malfunctioned after only one month of use, clearly fails that standard. The defect, manifesting just 31 days after receipt on December 13th, was likely present at purchase, and your repeated failure to repair it—despite sending new parts—demonstrates a substantial impairment of its value, as outlined in Ala. Code § 7-2-608. This section allows me to revoke acceptance when a defect significantly undermines the product’s utility, which is precisely the case here.

  Your response suggests I rely on the manufacturer’s warranty, yet two repair attempts under that warranty have failed, leaving me with a non-functional product. Offering three months of iFit membership does not address the core issue: I purchased a bike, not a subscription, and it cannot perform its basic functions. Alabama law does not limit my remedies to repairs that don’t work; under Ala. Code § 7-2-714, I am entitled to damages or a refund for a breach of warranty, especially given your inability to resolve the defect.

  This bike was a significant investment, and its failure after just 31 days—compounded by your unsuccessful repairs—raises serious doubts about its quality and durability, as I noted in my initial message. Your 30-day return policy is a contractual term, but it does not absolve you of statutory obligations under Alabama law. Unless you provide a full refund, I will proceed with a chargeback through my credit card company and consult an attorney to enforce my rights, potentially under the Alabama Deceptive Trade Practices Act (Ala. Code § 8-19-1 et seq.), if your refusal to remedy this situation constitutes an unfair practice.

  I expect a full refund for the purchase price, without deduction for shipping or restocking fees, given the product’s defective state from the outset. Please respond within 5 days to confirm this resolution. You may reach me at ********************** to arrange the return and refund process.
  
  Sincerely,
  
  ******* *******

  

  Business response

  02/21/2025

  Hello ******, 
  Thank you for taking the time to address the issues you have encountered with your X24 Bike. We appreciate your valuable feedback as we work to improve our services!  Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward. 

  
  We were able to process the return and refund of your machine (order **********) for the total amount of $ $2,518.89 (reference number ******** & ********). You should see this reflected on your end in 30 days or less. Your iFit member has been canceled and you can dispose of the heart rate monitor. 

  
  Our carrier will reach out to schedule return pick up within 7-10 business days. The carrier is contracted to enter the home, disassemble, and remove the machine. Please advise the refund will be withheld until the unit is returned to our facility.  
  However, if you would like to take pictures of the machine being loaded onto the truck, and email those to [email protected], we can release the refund early. During this process, you as the buyer needs to stay in contact with your bank on where the process is at.

  
  If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right! 
  Thank you
  

  
  

  Customer response

  02/24/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  02/17/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ordered a Nordic track treadmill less than two years ago and the deck of the treadmill has already broken. The treadmill was over $1400 and I have never had issues like this before with a treadmill. I ordered it from a certified seller of Nordic track sports and fitness exchange. I simply want the treadmill fixed or repaired

  

  Business response

  02/18/2025

  Hi ****, 

  Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services!  Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward. 
  

  After reviewing your account it does appear that your machine is no longer covered under the MFG warranty. Becuase your machine is no longer covered under warranty we would like to offer you a 10% off the part needed. 

  Please let us know if you would like this offer and we will proceed with the replacment of the walking deck. 

  Customer response

  02/18/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  This is a product of theirs and should not break this soon. I’ve only had it for two years i am very disappointed.
  Sincerely,
  
  **** ******

• Initial Complaint

  02/17/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a rowing machine from NordicTrack in April of 2020. It worked totally fine until about a month ago when the screen went blank white. No response, just a white screen. I tried hard resets, soft resets, nothing worked. I called NordicTrack for support. The agent walked me through the steps I have already performed above, but I was happy to do them again to show her that it didn't work. She then said that I needed a new monitor/console and NordicTrack doesn't make them anymore (this rower is only 4 years old and was $2000! and you don't have the parts anymore?) She then directed me to a third party vendor that will have the part I need (replacement console). I called the vendor and was told that they don't carry any parts that NordicTrack doesn't also sell as they get their parts through NordicTrack (and he reported his frustration with NT sending people his way). I then tried opening up a service request on NordicTrack's website to see if I get someone who doesn't refer me to someone who cannot help. I never heard back. So now I have a $2000 paper weight that I can't even sell since it doesn't work without the console and NordicTrack won't/can't do anything to resolve the issue on a machine that is only 4 years old. From what I have seen online, this console issue is a known widespread issue. I'm beyond frustrated. I really would just like NT to stand by their products and offer some sort of support other than "sorry about your bad luck". BUYER BEWARE.

  

  Business response

  02/18/2025

  Hi ****, 

  Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services!  Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward. 

  
  We would like to offer you a replacement. We will need a few things from you to add to your case. Can you please provide a picture of the machine’s issue, a picture of the machine taken further back, a picture of the serial number decal, a picture of your receipt, and verify your email for us. Thank you!

  
  If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right! 
  
  

  

  Business response

  02/18/2025

  Hi ****, 

  Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services!  Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward. 

  
  We would like to offer you a replacement. We will need a few things from you to add to your case. Can you please provide a picture of the machine’s issue, a picture of the machine taken further back, a picture of the serial number decal, a picture of your receipt, and verify your email for us. Thank you!

  
  If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right! 
  
  

  Customer response

  02/18/2025

  
  Complaint: ********
  
  I am rejecting this response because: Business asked for more information and this was the only way to provide that further information. Please see attachments. If you need anything else, let me know! NOTE: I DO accept the proposal by the business, so this is not a rejection of the proposal, only a rejection of closing the case since more information was requested. 

  They also asked to confirm my email address: ********************
  
  Sincerely,
  
  **** *******

  Customer response

  02/18/2025

  
  Complaint: ********
  
  I am rejecting this response because: Business asked for more information and this was the only way to provide that further information. Please see attachments. If you need anything else, let me know! NOTE: I DO accept the proposal by the business, so this is not a rejection of the proposal, only a rejection of closing the case since more information was requested. 

  They also asked to confirm my email address: ********************
  
  Sincerely,
  
  **** *******

  

  Business response

  02/19/2025

  Thank you. We have submitted your case to our Product replacement team. Once they have reviewed your case, they will then communicate with your via email regarding your order number and shipping process. Please let us know if you have any questions. Have a great day!
  
  

  

  Business response

  02/19/2025

  Thank you. We have submitted your case to our Product replacement team. Once they have reviewed your case, they will then communicate with your via email regarding your order number and shipping process. Please let us know if you have any questions. Have a great day!
  
  

• Initial Complaint

  02/17/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my NordicTrack NTEL******* about six months ago. I have reached out to them multiple times about needing help putting it together. It has been ridiculous. I have had four people working on it plus me. It still is not working right and the console won’t turn on. Everytime I reach out for help, they take weeks to respond, so long, in fact, that I could no longer just sent it back. They don’t want to help and always want more information before they will help. They never tell you where to find it, and then take weeks to respond again. I am so angry, I just want to send it back and get my money back. I will buy an elliptical from someone else. What a waste of nearly $1800 when it doesn’t work and will not go together.

  

  Business response

  02/18/2025

  HI *******, 

  Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services!  Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward. 
  

  It appears that we need to register your machine before we can provide assistance with the issue you have encountered. Can you pleases provide the full model and serial number off your physical machine? This tag will have added numbers on it specific to your machine that is not on your receipt. We appreciate you submitting the receipt that is very helpful. Once we get this we can get your machine registered and provide additonal assistance. 

  Thank you 

• Initial Complaint

  02/14/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a NordicTrack incline trainer x22i, I have been using it on manual mode without the ifit subscription for well over a year now with mostly no issues. Recently an update was pushed that has rendered the treadmill unusable, Ive done the factory reset 3 times already in an attempt to fix the issue. Im able to get to manual mode and only the incline worksthe timer and track work normally and Im able to adjust speed on the screen but the belt is not spinning at all. As soon as I exit manual mode it goes to a white load screen then then goes black. Im able to click buttons on the console and hear an audible sound but the screen remains black. Such an expensive piece of equipment to be running into issues like this. Previous issue I had was the belt would stop/start intermittently while using it which was a frustration in itself. I dont see myself ever buying a NordicTrack again, the customer service is absolutely awful and not worth the ************ version - 2.6.90.4963 Admin version - 2.13.10.1859 Firmware version - 7.1.2 MGA1_20210901 Brainboard version - ****** I have read multiple threads of people recently having issues with their equipment after a recent software update. PLEASE FIX this is unacceptable.

  

  Business response

  02/17/2025

  Hello-

  
  Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services!  Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward. 

  We are happy to look into this issue for you, after locating your account we were unable to find your machine regisration, could you please provide the following along with a photo of your screen

  MODEL #:
  SERIAL #:
  DATE OF PURCHASE:
  PLACE OF PURCHASE:
  
  
  If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right! 
  Thank you 
  

  
  

  Customer response

  02/17/2025

   
  Better Business Bureau:
  
  Please forward to company requested information.

  serial # *************

  model # **********

  purchased from NordicTrack website May 15, 2020

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me assuming their following response is helpful.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  02/14/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an air glide elliptical in october 23. Along with it I purchased assembly and a four year warranty that was sold as providing annual routine checkups of the machine . The person who assembled it but certain parts on backwards. It took two months to get fixed. The software program stopped working properly weeks ago. I have repeatedly written to seek help on this and to request the at home visit that I paid for. My request concerning the software have to been addressed and my request for at home maintenance has been completely ignored . I am tired or emailing ifit support and being ignored or getting nonsense replies. I

  

  Business response

  02/17/2025

  Hi *******, 

  Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services!  Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward. 
  

  After reviewing your past cases and the info you submitted, the issue you are experiencing is not covered under the prevenative maintenance plan of the machine, Prevenative mainenance is for hardware issues not software issues. We would be happy to continue helping diagose the machine for the software issue. If you would still like to set up a prevenative mainenance we would be happy to do so just know they will not be able to address any software issues you are experincing and those have to be addressed with our tech support. 

  Please confirm that you have followed the instructions given in the last email sent to reinstall the apps on your machine and the outcome that has had so that we may continue moving forward. 

  Thank you 

  Customer response

  02/23/2025

  
  Complaint: ********
  
  The choices offered dont work.  I would like to set up appointment for preventative maintenance as you offered
  
  Sincerely,
  
  ******* *********

  

  Business response

  02/24/2025

  Hi *******, 

  We are happy to set that up for you, can you please confirm your address so we can set up a tech? 

  Thank you 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩