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on 12/8/20HORRIBLE, MULITPLE CALLS, ON HOLD RIGHT NOW... 30 minutes into it after 5-6 calls that lasted over an hour.
They do not respond if you try to contact them thru their scam of a website.
The question assumes they actually have customer service. Which of course, they do not. Run (pardon the pun) from purchasing from this company!
There is not really a way to get a hold of real customer service at Nordic Track. I have been through this several times. I asked to be called back because hold times were so long. It took several hours to get a call, and then you can only speak to a tier 1 customer service person who didn't have the authority to:
1. Discount their delivery due to delays in shipment, though he promised I would receive a call from a supervisor the next day who could. They never called.
2. Extend the warranty because the X32 was defective and broke in less than 1 hour of use, though he promised I would receive a call from a supervisor the next day who could. They never called.
3. Let me into the admin mode (which is now locked with a code you can only get from customer service) so that I could turn on the screen sleep settings (otherwise the only way to turn off the screen is to unplug the machine and wait for boot up every time). He promised I would receive a call from a supervisor within a day or two who could fix it. They never called.
I realize that this seems like the same thing, but these are three separate calls over weeks of time.
Customer Service is a nightmare... you will end up on hold, if you get to the right department. If you call any of the main numbers, you will end up in the Sales department, and they will answer right away, but when you as for Customer Service, they will tell you "Sorry, I can't help you" and will transfer you to the black hole of waiting and listening to hold music.
For reference, I finally got through to the Returns department after calling twice. The first time I was on hold for 2 hours and hung up without speaking to someone. The second time (the very next day) I was on hold for 2 hours and 3 minutes and finally got connected with someone.