I'm a Dork, Sears Tries to Make Good and I Blow It

For those of you following my Sears elliptical saga, here's an update. For those of you who haven't heard about this topic, start here and read the updates.

When I last wrote on this topic, I said I was going to make Sears pay for the trouble I'm having with their elliptical. Here's an update since then:

• In that post, I noted that the repairman had just been to our home. The machine wasn't 100%, but after using it for a time, it wasn't any worse either. Maybe it would be ok. Or so I thought.

• In the meantime, I got an email from a reader who worked at Sears. He'd read what I'd been up against and wanted to help make it right. He put me in touch with the right person who pulled a few strings and the sea parted -- I had a solution to my problem.

• The solution was this: I could either take a new Sears model (which they selected -- one that was a bit higher up than the model I had) or I could take the $499 in credit. (My wife told me that this was to purchase ANYTHING at Sears -- I learned later that it was simply for another elliptical purchase.)

• Then it happened -- I went crazy. For some reason known only to God, I thought "Oh, I think they fixed it. Maybe it will be ok after all." And so I didn't call the number they had left for us to decide whether we wanted the new elliptical or the credit. I kept using the old elliptical twice a week or so (I mostly bike in the summer) and it was ok. Besides, I could always call them back and make my decision if it went bad, right?

• Well, then the winter hit (which is September here in Michigan) and I started using my old elliptical three to four times a week. It was getting worse every use -- clacking, squeaking, grinding. But it was still working, so I used it. Finally, the grinding (probably the belt) was so bad that I had to stop. I was afraid it was going to blow up on me.

• So I called Sears and they told me they now need to re-revaluate the machine since it's been over 90 days. I'M SUCH A MORON!!!!! So, here we go again.

• They're coming out to the house today. If they think it's bad enough, they'll give me the same deal again. If not, they'll fix this one and we'll be stuck with it (though I plan to appeal to the lady who parted the sea again, I think she'll make it right for me.) I'm not sure what I'll do even if I do get the choice -- probably take the $499 model. They keep upping the ante (my first model cost me $400 and now I'm up to a $500 model) -- maybe in 10 years I'll have a $1,000 machine. ;-)

Lesson learned: If a company offers to make something right, take them up on it asap. Don't assume that it's a standing offer -- it could "expire."

Comments

[Romulus]

You admit you continued to use it while it was broken, and while doing so, it got worse. Who exactly are we supposed to feel sorry for? Is it beyond belief that your continued use caused the equipment to become even more broken? Smart Sears on this one. You knew it was broken, instead of replacing it, you broke it more.

[FMF]

Romulus --

I used it while it was bad, but it wasn't broken. If it was broken, how could I have used it at all?

BTW, I never asked anyone to feel sorry for me.

[Foobarista]

Take the money and use it towards buying a real elliptical. Unfortunately, they start at about $2K and go up from there, if you want one that lasts more than a couple of months.

After a lot of research, we bought a Lifefitness X9 elliptical three years ago. It has had one service, which was covered under the warranty, but otherwise has done well with 6 uses per week (three each by me and my wife). We also go for long walks/hikes twice per week. It cost $3K, but it was worth it.

My impression is that a lot of home fitness gear is designed with the assumption that you either weigh 120 pounds or will use it for a week and use it for a clothes hanger forever after.

In the world of ellipticals, there's Lifefitness, Precor, and everyone else...