Run fast and run far. Absolute run around from this store. Is there a - STAR rating?
Bought an AFG 7.1 treadmill back in September. Thought we should try and buy local as they are the supplier for the Brooks area. Did not arrive till mid October even though billed for the unit in September. Unit arrived with broken part and will not turn on. Have followed steps outlined in manual and per packaging about call tech support, do not call store, etc.. Even contacted service at head office who indicated the flow would be call tech support, when they cannot resolve they would contact Physique Fitness Store who would contact head office who would dispatch closest service body to get the product working. Yeah, in your dreams. That was 3 weeks ago and as you can see from this history of events these guys just take the money and walk away from the customer!
Here is how it has gone to date and still no resolution. Sending us back to tech support who have already been unable to fix the unit. Next stop is VISA to recover the funds as well as following up with Consumer Services in Alberta whom we've opened a case with re Physique Fitness Store.
Sept 10 2014 Visa charge put through
Sept 24 Email from Ike - "The Treadmill will be going out from Calgary tomorrow."
Sept 30 I phoned Rob at Physique Fitness to find out where it is..."it is on its way"
Oct 7 I phoned Rob at Physique Fitness to find out where it is..."it is on its way" and tells ME to call Day and Ross Delivery Company
Oct 7 I phoned Day and Ross - they confirm that they are "picking it up" as Physique Fitness called them on Oct 6 for the first time
Oct 8-16 I phoned (numerous times) to Day and Ross and Hi Way 9 who have locally contracted to deliver. Hi Way 9 reports they could not contact me as no phone number had been passed along. Delivery address supplied by Physique Fitness inaccurate.
Oct 17 Treadmill arrives damaged
Oct 18 I phoned Physique spoke to Rob - He will get back to me on how to proceed on damaged wheel. Sent photos of damage to owner of Physique Fitness (no reply)
Oct 18 Rob called and told me to call Melanie at Gym Tech and arrange to get a new wheel sent to me
Oct 22 I phoned Melanie at Gym Tech she took info so that a replacement wheel could be sent to me. When I asked how I would put it on she said "It isn't very hard to put on - you'll see." (as it turns out the TM is too heavy for one person to lift to replace the broken wheel so it remains damaged)
Oct 23-27 Treadmill assembled. Console not lighting up. Followed manual troubleshooting instructions - no change Phoned AFG Customer Tech Support as indicated on paperwork (1-877-462-3455). Spoke to Sophia - she walked me through the same troubleshooting steps as manual - assigned me a case number
She then said she would call Physique Fitness to ask how they would like to proceed with the parts order. She called me back and said that the store instructed her to ship the parts directly to the store and they would call me with 5 business days to arrange a service call.
Nov 13 I phoned Physique Fitness - spoke to Rob who had no idea what I was talking about
Nov 14 I phoned AFG Customer Tech Support to follow up - they told me that the store accepted the delivery the previous week and gave me an Edmonton, Alberta address where they sent the parts. Phoned Physique Fitness - spoke to Rob, explained the part was in Edmonton and asked him to arrange to pick up my treadmill as I no longer wanted to spend time trying to sort out all the probems. He put me on hold 3 times as he tried to "find my paperwork". Eventually said he would call me back in 20 minutes. Ike Isaacson called me back and told me that "picking up the treadmill and providing a full refund was not how the process worked while the product was still under warranty"I attempted to give him all the steps I had taken to try to get a working treadmill (including the 38 day delivery time) but that I currently still had a non-functioning machine. He was quite stern with me and said that I had no business calling AFG as they were an American company based in Wisconsin and had "no idea" where Duchess, Alberta was. I SHOULD have known to call Gym Tech in Airdrie, Alberta to get it sorted out. Not what the manual or packaging says. He gave me the phone number of Gym Tech and tell me to call them for parts and service. I called Melanie at Gym Tech - she said that she (or Ryan) would call me by 8:30 am Monday to get details of the problem
Nov 16 Ryan from Gym Tech left me a message saying (summarized)
I am to call him or Melanie and, as I am not in Calgary, they will direct me to "Vision Service" out of Medicine Hat as the local service provider. They will "diagnose, troubleshoot, order parts and what-not" all under the warranty of the manufacturer.
Nov 17 Phone Gym Tech twice on this date and left a message
Nov 18 Melanie called. Too far for anyone to come service. Call Tech Support again. read more