NordicTrack RW900 Smart Rower

I purchased this machine in Q1 of 2022 after much deliberation and research on the machine itself, and compairable products. One thing I didn't do, was research the customer/product support aspects of the various companies' selling comparable rowing machines. I wish I had, and now I'll pass on what I've learned so you don't make the same mistake. Machines with this many electronic and mechanical components will fail over time. There's nothing wrong or strange about that. The question is how you support the product, be it inside or outside of warranty. My issue is not commercial (warranty versus out of warranty), but in level of customer/product support. It is the worst I have personally experienced (despite being a Comcast customer for many years). NordicTrack/IFIT may have a seven days a week sales staff (who will answer the phone quickly), but product support--no, that's farmed out and it takes months to respond. Consider the following story: 1. I filed an IFIT ticket as directed by the Product Support website for the rower that was providing little variable resistance (despite adjusting settings) and loud squeaking noises in January of 2023 (current year of this review) 2. I received no answer and filed a second ticket on February 18th of 2023 3. On March 29th, I received a reply to the February 18th ticket (first contact) asking if they could close the ticket since it was old (though apologizing for the late response!) 4. Due to slow replies, in parallel to this ticket I ended up phoning in a request for service, and reached what was clearly a third party call center that was unfamiliar with the product 5. The issue was attempted to be diagnosed online by someone who was clearly unfamiliar with the product, and required me to actually perform the assembly/disassembly 6. Perceived required parts were shipped to me, but to the wrong address (despite it being correct on the ticket). 7. Parts, despite being 20 minutes away on March 13th could not be rerouted through IFIT calling UPS so a second set of parts were ordered 8. No coordination between the parts department and the third party company, so on March 18th, the third party shows up to fix the rower without parts on hand. 9. 2nd set of parts were then delivered March 20th 10. March 25th the service technician comes in and assesses (probably correctly) that this is "well beyond" their ability to fix as they are primarily bike repair specialists and writes an e-mail back to IFIT stating this is beyond the third parties' capabilities 11. No further contact from IFIT/Nordic Track to date Look, the point here isn't, believe it or not, to complain and outline my problems. It's instead to provide some guidance to those looking at making a fitness purchase. It's tough to get a sample size of how well a product works from one purchase. It is, however, not hard to get a sample size from one consolidated (multiple touch points) experience on the level of customer/product support. I can confidently say that given the hours kept, organizational structure, competence, and speed of replies, that NordicTrack/IFIT could care less about your customer satisfaction and experience. They are interested in selling you a rower in a one time transaction. Period. I'd have a hard time justifying a spend of $1000+ for any company that treats you as a one time transaction. You can do better than NordicTrack/IFIT. -AC