For the simple issue of the damaged rear roller end cap, it’s amazing how differently each of the companies, and even Amazon, is equipped to handle the problem.
3G Cardio’s customer service was by far the best. They told us they could ship out the end cap by the next day.
One of our researcher’s got to talking to the 3G Cardio CSR about customer service and he told us that he’d recently had a call from a customer who bought their treadmill through Amazon.
The customer’s end cap was damaged and Amazon told him to return the entire treadmill and that they would send a new one. An end cap is only about a $5 part, which is held in place with two Phillips screws.
The guy laughed and told Amazon’s rep, “Do you realize this is a 400-pound treadmill, which took a great deal of work to set up upstairs in my house? I can’t easily get that back down my stairs. I can’t get it back into a box. That would literally be impossible.”
Fortunately, the guy read his 3G Cardio owner’s manual, realized they listed a customer service phone number and got right through to a person who helped him with the only logical solution: mail the $5 end cap for free.
The worst company by far to deal with is OMA, which is also a popular Amazon company but it’s based in China. You can’t talk to a customer service rep and can only email with them. Amazon is basically your point of contact for OMA.
Good luck getting the $5 end cap, or any other replacement part.
3G Cardio, Bowflex and Peloton were by far the best companies for dealing with service questions.
Most of the other customer service representatives reached couldn’t help with technical questions and forwarded them to a different technical support number, which took days or weeks to respond. Customer Service before buying a treadmill is critical.
Our advice: anytime you are planning to buy something expensive, pick up the phone and call the company and see if they answer their phone or respond quickly to a message you leave.
If they don’t answer the phone when you’re trying to buy something, they’re certainly not going to answer the phone when you’re trying to get service.
In the world of treadmills, if you’re going to have a problem hen 80 percent of all service calls happen out of the box, or within the first couple of days or weeks. That’s why most companies offer a one-year labor warranty. (NOTE: OMA does not have a labor warranty. You’re on your own if there’s a problem).
It’s very important to have a good warranty because shipping problems and damage happen more than ever.