Are you considering buying a NordicTrack machine, if so read this carefully. I purchased an Elite Elliptical for $999 about 9 months ago. It started making a thumping sound, so on January 11, 2016 I called NordicTrack. I was on hold for about 30 minutes before I gave up. A couple days later, I called back, and again gave up after 30 minutes on hold. On January 20, 2016 I filled out a support ticket on their site. No response back from them at all. Today, February 4, 2016 I called back and this time waited until I got an agent on the phone. They had no record of my support ticket even though I have a confirmation email from the request. Now I know why the hold times are unacceptable. The agent first had to collect a bunch of information that was already on the account profile page I filled out weeks ago. Next, they had me go to the machine, with a toolbox of tools to begin troubleshooting. Luckily I am an engineer by trade, because I do not see a un-handy person SAFELY doing the things I was asked to do. I was asked to take the cover off of the flywheel to check inside for a unaligned belt. Then I was asked to take another cover off of the inside of the flywheel to look at that side of the wheel. I was then asked to take the top cover off of the wheel case. I spent over 1 hr with this agent "troubleshooting" this device. Incredibly, the issue is coming from a part of the machine that came preassembled.
The machine is a good machine from a functionality standpoint. But the service is TERRIBLE. Long hold times, BS troubleshooting, and as a very last effort they may send a tech. The caveat is they cannot send a technician UNLESS they also order a part. So it appears you better be able to troubleshoot for them, because without a part, there is no service visit.
I would never buy another NordicTrack anything. When we moved I sold my elliptical so that I could buy this one, and in hindsight that was a foolish decision. The service and support are the WORST I have ever seen.