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Original Comment John M. Rawdanowicz, 3575 Heather Lane, Micco, Fla. 32976, [email protected], 252-202-6902 Dear Nordic Track, Let me start with a little personal history; I'm a totally disabled veteran as well as a retired police officer whose career was cut short after 16 years as a result of injuries I received in the performance of my duties. After three hip replacements the days of running were no longer possible, when I found the X22i incline treadmill trainer I knew it was what I needed to reverse the downhill spiral of my health. The Veterans Admin monitors my health several times a year and things were going in the wrong direction with blood sugar as a pre-diabetic, high blood pressure and cholesterol levels that were dangerous. From all the surgeries the aches and pains were something I had to accept as part of my daily life and medicate for. On 4/22/20 I took delivery of my X22i and fell in love with having a trainer right there showing me the right way to hike inclines in the most impressive surroundings, I and the wife were hooked. Did I forget to mention that between my wife and I we have a total of seven (7) hip replacements due to recalls on metal to metal implants that we both had as a result of being life long competitive runners as young adults. It wasn't long before the fan motors burned out from what we suspected was an overload due to the burning smell that occurred during initial failure, iconfitness agreed that replacing the fan's may not remedy the problem indicating that the Control Board was the issue. We experienced several black outs of the I-Fit program right in the middle of a workout that required rebooting and following all the procedures directed by I-fit to reset the machine, fortunately the blackouts had not reoccurred and workouts were able to run through a full program lately. On 9/04/20 the treadmill motor failed to start and the messy process of calling iconfitness, as well as email, the only suggestion I could get was from a pre-recorded message on the phone that told me I had to remove the cowling of the motor before being able to speak with a technician and that process was to be found in a U-Tube video which does not exist for the configuration of the X22i. I looked for a certified repair service in Florida and managed to contract with RIGHT CHOICE REPAIRS in the Orlando area. On 9/09/20 the tech arrived and quickly identified the problem as a bad control board and would follow up with iconfitness to get the parts ordered, a diagnostic charge of $79.00 was paid at the time of service even though I had purchased a three year extended warranty I was finding myself doing what I would have expected under contract as a "recent purchase" under factory warranty service, at no time was I offered assistance by a service tech from Nordic Track, on the contrary it was "I" who was to do the repairs On a positive note, as a result of incline hiking with the I-fit wonderful trainers and programs my mental & physical health took a drastic turn for the better, I actually had to drop one of my blood pressure meds, my cholesterol levels went into normal range and my blood sugar improved significantly reversing direction from which it was heading. Most impressive were all the joint aches and pains that haunted me were starting to diminish and medicating for discomfort became a rare occasion, life was good again! On 9/09/20 Right Choice Repair Technician requested that I call iConfitness customer service to authorize the replacement "control board". I called 800-999-3756 Adrienne Hatch pleasantly handled the process of replacing the board for which she had no good news as to when that might happen and all she could do was to put my warranty into a holding pattern. As reported by Right Choice Repair these Nordic Track Incline Trainers were having a history of problems with the "Control Boards" and as a product from China there is no timeline for replacement boards. I want to say how pleasant the customer service personnel are at iConfitness Adrienne couldn't have been more understanding and as helpful, also on the previous fan issue Zabrinna was as equally pleasant and compassionate as to the failure I was experiencing. My disability from my military career is PTSD related and putting that on top of my physical health it's a double whammy for which any decline on either front can be critical. Now that I'm nearly 72 and with the Covid lock down the stress levels of not having Nordic Track able to step up to the plate with an acceptable resolution or warranty repair service seems illogical for a brand new machine. Most importantly, I now have no operational X22i for which I have relied on for my mental and physical health and worse of all absolutely no projected target date of ever being able to use what I purchased. The last thing I need is for my health to go backwards as a result of problems inherent in a Nordic Track piece of equipment for which there is a history of failures for which I am apparently one of many failures experienced with the "control boards" and to which Nordic Track has no solution. This is a new machine with very little time on it and has experienced multiple failures between I-fit and I-Con parameters and protocols. It is reported by I-Confitness that there are zero control boards available and any that were in returned units have all been salvaged as the demand for these control boards has depleted inventory in the USA. To resolve this dilemma I request a replacement x22i in an expedited manner or if it is at all possible to have China ship out an expedited "Control Board" which I understand I will have to install since service personal are limited due to Covid, I have been briefed on the process. Regards, September 13, 2020

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