Thursday, February 20, 2020

TRUE Fitness Corp

I am in the process of evaluating the TRUE Fitness Corporation and the retailer, GymSource. So far, TRUE seems true to their excellent reputation. GymSource does not. It started a while back when the brand new machine froze.



I wrote and called the company and the store. I chatted online with the store customer service and was told they don't exchange, but they would come out and service the machine because it is under warranty. I made it very clear that I wanted a refund or a new machine. They said they can't do that, which is when I wrote to TRUE Corporate.

All that was last night.

Today I got a phone message from the Hollywood Florida headquarters of the store asking me to set up a service call. I called back tonight saying I don't want service on a brand new machine, I want a refund.

Then I checked email. No email response from the store, but the TRUE Corporate sent this:

Thank you for the information.

I just got off the phone with Gym Source. They are going to contact you to get you a replacement machine and take that one back. Joseph Papke from Gym Source should be reaching out to you. Once you get in contact with them they will handle the whole swap and we will deal with them about the machine that you currently have.

Maybe there are some ethical Corporations after all. I'll believe it when the new machine is here. :)

. . .

Weeks later, the story gets long from there. The store, GymSource, has been doing everything they can to try to convince me to agree to a repair instead of an exchange, even though the manufacturer agreed to an exchange. Gymsource has been deceptive, manipulative, and apparently hoping I am stupid enough to fall for their delay tactics. Joseph Papke never called. The calls I did get were talking about setting up a service call. They told me they don't do exchanges. Then, after pretending the True Corporation did not do what they said they did, after a few phone calls pretending they had no clue that an exchange was to be made, after a few phone calls transferring me to people who did not know what was going on, they finally acknowledged a replacement was the agreement.

Then, different delay tactics started. We don't have a replacement in stock... It could take a while to find another machine... blah blah blah. Finally, after wasting a lot of my time and getting another call from TRUE, I get a call that they will deliver the new machine Friday afternoon. So I move my appointments to the morning and plan for the afternoon off. On Thursday, they call and say they will be here between 10am and 11am. Not happening. They say it's the only time they can deliver, so they'll set up another date for next Friday.

Here's the whole conversation with TRUE online and a summary of phone calls with GymSource so far...

My First Message, 2/10, around midnight...

How many True ES700 owners have had to have their first service call after 17 days and 6 or 7 uses of less than 20 minutes on level 2? I haven't even made my first payment yet, and it's not going to be refurbished when I make it. Tonight, for the first time, I took it up past level 10 and extended the stride length. After fifteen minutes, brake error, frozen screen, failure to work. Are you serious? Trust in a True product is going to be hard to come by after this experience. I bought damaged goods, a lemon. Do you replace bad machines when they can't even make it until their first payment is due? That would bring us back to square one on the trust True possibility. Your move.

TRUE's First Response, 2/11, around 9:00am...

Thank you for contacting TRUE Fitness.

To better assist you we will need the serial number of the unit to get as much information as possible.

The serial number can be located on the base of the unit on white sticker.

My Second message, 2/11, around noon...

Thank you for the quick response. I called the store, in Orlando near the Millenia Mall area. The Manager, Rashad, was very informative and polite, though I am still waiting for the 1/2 mat that was promised. They said they would get back to me, but I have not heard from them yet. The label is attached. I unplugged the machine when the screen would not turn off with the brake motor error frozen on it. I have not plugged it back in again because I don't know if that would damage the motor or rotors.

This is the first time this has ever happened in many years of riding ellipticals. I am concerned it is a flaw in the mid-rotor design as I knew I was taking a chance on the new configuration. I want a machine that can handle 100% capacity, level 30, full stride. Wouldn't be on this one. This freeze came the first time I pushed it over level 10 after about 15 minutes. I was actually just testing the feel at a slow light pace. Only about the 6th time I used it. A machine a this price should not need service after six very short very light tests. I am hoping this was a lemon and a replacement will live up to the great reviews. Thank you.

TRUE's second response, 2/11, 40 minutes later...

Thank you for the information.

I just got off the phone with Gym Source. They are going to contact you to get you a replacement machine and take that one back. Joseph Papke from Gym Source should be reaching out to you. Once you get in contact with them they will handle the whole swap and we will deal with them about the machine that you currently have.

My reaction, 2/11, about 10pm...

Thank you very much. You just lived up to the hype about your company. I got a message from Gymsource and about setting up a service call. I couldn't get back to them until just now. I have a very busy week at work but I will do my best to answer if they call again tomorrow.

TRUE's response, 2/12, about 8am...

That is good to hear Ric. Glad we could get this sorted out for you. Let me know if you have any issues going forward and I can get into contact with Joseph again.

My update, 2/14, 3:39pm, after returning GymSource messages talking about setting up a service call...

I am not sure if the Florida Gymsource people actually got your message. I received a message about setting up an appointment for service. When I called back, the person who answered, James, had no clue about an exchange. He asked if I contacted Gymsource, and I did via two calls (left messages), email to two addresses, and a live chat on their website. So I called asking for Joseph Papke and he said I need to speak with James. I explained that I spoke with James and James said he would check with Rashad, the manager of the store where I bought the elliptical, and he would get back with me. He didn't get back with me, so I called Joseph. Joseph said he sees an exchange in the system, so he transferred me to James and I went straight to voicemail. I left a message. It feels like the run-around to me. If there is an exchange in the system, why didn't James see it when he looked? He didn't even know I contacted Gymsource or you. I can only hope this is a communication breakdown. I suppose I'll have to try to find time to call next week as I'll be out of town this weekend.

Just one more suspicious thing - I wrote a review on the Gymsource website, but they seem to be refusing to publish it. I wrote it before I heard from anyone, so it's just the facts and contacted the review service to ask if I can update it with the positive information you've provided, but the review service didn't respond. Seems Florida communications for your product is not nearly as good as your immediate clear reply. I'll stay hopeful.

TRUE's response, 2/14, 3:45pm (wow)

Ric, I will get into contact with Joseph again and STRONGLY advise him to get into contact with you about this.

When is the best time for them to get in contact with you?

My response to TRUE, 2/14, 6pm...

I don't like putting pressure on anyone who is providing service, like putting together an expensive and delicate machine. I also can be very hard to reach and James did call several times this week when I couldn't answer (due to work). That's why I was so surprised when he didn't seem to know why he was calling me. I'll be away at a softball tournament until Monday. I have an hour between 12-1 on Monday. I'm booked Tuesday and much of Wednesday, But Wednesday afternoon might open up. Thursday is free at the moment, but my work can pop up at any moment so it's seldom easy to predict without an appointment. Even then, I respond to accidents and emergencies and they change my schedule at any moment. I'd like to see if they call back, so even though I really want to get a working elliptical at home, hold off until Tuesday please. If they contact me Monday, I'll try to get here to update. I'd rather not make them feel like they are being forced. I hope you understand. Thank you.

TRUE's reply...

Sounds good. Just update me when you hear something.

My next update, 2/20, late evening...

I am trying to be patient. James called earlier this week and told me it would be a while before they could find another True ES700 for me. He offered me the repair again. I told him If it's going to take more than a week, I want the repair and the new machine, or we can start talking refund the total cost. He hesitated and said he'd call back. When he called back, he said he found an ES700 that could be delivered Friday. I told him I have a meeting in the morning but I'll take the afternoon off. He said he'd call Thursday to confirm. Today he called to say they'd be here between 10am and 11am. I reminded him I had a meeting and he offered next Friday. I told him that won't work for me. He said he'd call me back. Meanwhile, I'm stepping out of meetings for this shell game gamesmanship, which really leaves a bad taste in my mouth. He called back again and said how about Saturday. I said fine, I'll stay home Saturday, asking for a window of time. He said he'll call back tomorrow to set the time, but it'll probably be the afternoon. I said fine. Meanwhile, the 1/2 inch mat that I expected, that Rashad assured me would be as good as the 3/4 inch mat I asked about, never arrived. Maybe they'll surprise me with it Saturday. I won't be recommending Gymsource to anyone because of these attempts to manipulate me into disregarding the agreement you and I came to. If the machine comes Saturday, I'm done with them. If it doesn't, I want a refund and I'll buy another machine from a less manipulative store. Please do not contact Gymsource until I have the machine. I don't trust them and the turn of a screw in assembly could cost me a lot of money. I just wanted you to know the tricks they are trying to avoid the exchange you offered. Hopefully they are done and will deliver a well put together machine Saturday. I appreciate your consistency and follow up. I'll let you know what happens. For the record, the attached photo is why I won't plug the machine I have here in again. The screen when from my workout to the start screen, but nothing I did would close the error, so I unplugged it after a while. I'm still kind of queasy about the lack of history of reliability of mid-rotor machines, but I do appreciate the way True is standing behind the product in this case. Thank you.


That's where we are today...








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