Complain about a product or service

Sportcraft

Dana of Corbeil, Ontario, OTHER November 6, 2008

I purchased a TX390N treadmill from Canadian Tire (Serial Number CGA 0600152 - Model 3-1-04-038) in October 2007 and had an accident with it on July 15, 2007. I was preparing to do some interval training and increased the speed to 8.5 (from 4.0). I was running for only about 15 seconds when the treadmill stopped abruptly causing me to injure my leg and back from a fall. I turned off the unit and restarted it and it ran for about 5 seconds and then stopped displaying the E3 code. Sportcraft's website said that this is an issue with the speed sensor and my husband looked at it and saw that a round plastic piece at the left hand side of the front roller had cracked and appeared to have broken sensor. This machine was clearly defective and this incident should not have happened.

I contacted their customer service department, and was advised by Beth Martin that the parts I needed were on back order and would not be available until the end of August at which time she would have them shipped to us and perhaps have a technician come (if they had one in our area) to fix the treadmill. We then contacted her three times in August and on August 21 she advised us that the parts would not be available until October. She said she would extend the purchase date for three months to extend the warranty. We then contacted her again on October 4 and were told she was still waiting for the parts. On Oct. 5 we contacted her and said that it sounded like she was giving us the runaround and she responded on October 7 that have been experiencing difficulties with the factory that provides them with the replacement parts and that they would have the Motor control board there on 10/23. She said they had the motor in stock and could send the motor and the silicone ahead if we wanted but the motor and mctb did need to be installed at the same time to correct the issue. We said to just send the two together.

We followed up on the day they were supposed to arrive (October 23) and she said that the parts were in transport and would definitely be there by October 29 and then shipped to us. On October 31 and November 3 we emailed questioning whether they received the parts and on November 5 we got an email stating that the parts were not coming into them and that she has voided our order. Further, she said that because we are out of warranty, there is nothing they could do for us. WE COULD NOT BELIEVE IT!!! We told her that we would be taking this matter further and she then contacted us back and said that she could replace the treadmill with a smaller one (TX2.5) which, after checking it out on the website, appears to be more of a toy. I would never be able to run on it as its top speed is less then the speed I run at. I told her that it was unnaceptable, and if they could not fix my treadmill they should replace it with one of equal or better value. She again responded that there was nothing she could do. I responded that this is not the end of this matter and I would be taking it further.

George of Apple Valley, CA November 30, 2007

I purchased a SportCraft treadmill on 9/21/06 the front roller broke within 9 months, I order a new front roller, I received it four months later,it arrived damaged in an open box. I reorder it, another three months when before receiving it, I installed it, the front roller appears to be working.

The problem now is the computer board it is shuting down the treadmill within 7 seconds after starting it. I notified SportCrafts, they are refusing to do anything about the treadmill computer board.Under the Lemon Law I believe this treadmill is a lemon, I would like a new treadmill or refund

Report Your Experience
If you've had a bad experience -- or a good one -- with a consumer product or service, we'd like to hear about it. All complaints are reviewed by class action attorneys and are considered for publication on our site. Knowledge is power! Help spread the word. File your consumer report now.

Share		Follow us on Twitter.