As I mentioned in my earlier article, I gave up on receiving a replacement treadmill set. After I read many complaints filed in BBB websites, and the article written by the former worker, I learned that this company educates their workers to push their customers back and not send a replacement part by all means. I was about to disassemble the broken treadmill to take it to a trash. But I thought at least I should give it a try to contact their management. It was not that easy to obtain the management people’s job titles, names, and email addresses. The website asks the customer not to directly contact to the CEO. That means many angry customers already contacted directly to the CEO. Pretty understandable.
I sent an email to the customer support director. I didn’t expect the person would reply back to me. I was right that the director himself never replied back to me, but unexpectedly, he didn’t ignore my email. He forwarded my email to the escalation team director.
The escalation team director was nice enough to quickly order a drive motor as replacement for me. The drive motor is on its way and will be arriving to us on next Monday. It was a nice surprising twist.
three wisdom 