Approximately 2 decades ago, I purchased a top-of-the-line treadmill (goes up to 18 mph, up to 15 degrees elevation) from a well-respected company of high-quality exercise equipment, Landice (landice.com). I must admit, my being a couch potato led to its dramatic underutilization (read: UNUSED) for most of the 2 decades. About 4 years ago I started to exercise regularly, but even then the treadmill got on average less than 1 mile use per week (because running is not a major part of my workouts.) So while about 18 years old, it is still, in terms of tread mileage, fairly new. The treadmill, when I bought it, came with a lifetime guarantee of free replacement parts.
That's background.
Recently I noticed the treadmill was growing increasingly loud. I looked Landice up online and found they had a exculsive repair arrangement in the area with American Fitness Services. I was told they would come out an investigate the noise ($100 diagnostic visit.) If it needed repair with new parts, the parts would be shipped from Landice headquarters and the parts would be free but I would be billed for shipping and labor to replace old with new. I said OK.
Their diagnosis: I needed new treadmill rollers, both front and back. They placed the order with Landice and a few days later called me back. The serviceman apologized. Said this had never happened to him before, but Landice was insisting on a video clip demonstrating the noise level. I complied and created then forwarded the video clip. Then I was told Landice thought only the front roller needed replacement. I said we could start that way, but if after replacing the front roller the noise didn't completely resolve, I thought it inappropriate to bill me for a second shipping charge and labor charge that could have been avoided. The AFS service man agreed (though it wasn't really his call.)
Over a month passed. Finally the front roller arrived. AFS returned to replace. Noise significantly diminished but did NOT disappear. Without my saying anything, the AFS guy said, "It would be better with the back roller replaced as well. I'm going to video this for Landice along with a cover letter saying I think they should send you the back roller and cover shipping. We'll cover the second replacement visit. It had now been over two months since I first contacted AFS/Landice about the problem. I had now already paid ~$300. I said OK.
A week later the serviceman emails me with apologies. Landice felt the remaining noise was insufficient to worry about/fix. That the unit was over 18 years old and I shouldn't interpret a lifetime parts warranty to imply literally my entire remaining lifetime. Two decades, in their mind, was sufficient.
I realize with the lockdowns and supply chain problems, many companies are hurting. Maybe Landice is one of them. Although regretful, that in itself, if true, might be a reason to avoid purchasing expensive gym equipment from them. The company may not be around forever. Moreover, if you think life-time warranties mean warranties that last a life-time, I can no longer recommend purchasing from this company which is no longer focused on customer service and satisfaction.
