Smooth 9.25HR - Disappointed
Written: Jul 11 '05 (Updated Oct 03 '05)
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Product Rating:
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Pros: Great fit and finish, great construction, great display. Solid, heavy, stable.
Cons: Completely unacceptable product support - totally unresponsive. EXTREMELY LOUD.
The Bottom Line: Great construction but if you have a problem don't expect help from the manufacturer. It's a LOUD machine. Durability is in question.
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| driconjohn's Full Review: Smooth 9.2 Series Treadmill |
I researched many treadmills and I've used many treadmills at health clubs and motels. I selected the Smooth based on their references (Prevention Mag, Runner's World, etc). I could tell from the construction details that they made a heavy-duty treadmill, and I had narrowed down the field to a True, Smooth or Landice. The Landice carries a very premium price however, so I went with the Smooth. I will say that the fit and finish is terrific, the display is great, everything is as described but for one issue. Noise.
My wife and I are not runners but we are fairly regular exercisers. The treadmill was delivered in December and I set it up myself. Initially it was exactly as described and I was ecstatic. Approximately 6 weeks after we started using it, it began to make a loud growling/rumbling noise. I checked the tread belt tension, the motor drive belt tension, the pulley bearings etc. The source of the noise seems to be the motor itself. Having worked with electric motors to a certain extent over the last 12 years, I know that this 3 hp DC variable speed motor is a pretty specialized item. So I e-mailed Smooth through their website about the noise level, if they had any suggestions for trouble-shooting the issue and the possibility of getting a new motor under warranty. I never received a response. I e-mailed again a week later, no response. I finally sent a third and final e-mail the next (3rd week) and Smooth has never bothered to contact me in any way - not even to say that they weren't going to help. Not even a negative response! Potentially this is a great product but it sounds like an airplane on take-off when we use it - the faster the motor speed, the louder and higher-pitched the growling/rumbling get. I've been expecting the motor to fail any time and I exercise with the feeling that I'm running on "borrowed time". This is a VERY LOUD machine which runs contrary to all their website content and the magazines' test results.
UPDATE: 10/03/05, I have written several sources concerning my issue and received word that Smooth has a good reputation for taking care of their customers so I tried one last time to contact them. I also got tired of the noise and dug further into disassembling my treadmill. I discovered that the rear roller bearings were, in fact, bad - it felt like there was sand in the bearings when rotated by hand without the walking belt installed. I called Smooth and using their automated switchboard, ended up in the parts and service dept. voice-mail. I left a message with all the information. 24 hours later I had not received a return call so I tried again, again I got voice-mail so I backed out and tried their sales dept. The sales dept transferred me back to their parts and service dept who then DID answer their phone. (Maybe they only answer it if it's an internal transfer?). At any rate, they did help me, they shipped me a new roller under warranty and at no charge to me. I reassembled the treadmill and it is now quiet and solid again.
Conclusion: If you get a unit without a defective part, you will be very happy with this treadmill. If you do have a problem with your treadmill, you will need to have, or know someone else who has, good mechanical aptitude to do the service work. And you will need to make several phone calls to get replacement parts.
Recommended:
No
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Epinions.com ID:
driconjohn
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Reviews written: 4
Trusted by: 1 member
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