"Shelley answered all my questions and did a fantastic job with my issue. I will highly recommend Sole equipment to whomever asks. "
"We reported an issue with our Sole F63 and Shelly Lindsey helped us quickly. We emailed her with all of the needed information and photos. She promptly ordered parts, instructions and recommendations if we need a company from our area to do the installation. If you have an issue with your equipment, don’t hesitate to contact customer service because they are highly responsive, helpful and nice."
"Shelly was amazing to work with! She walked me through step by step with troubleshooting and was very clear with her assessment. Could not have asked for a better experience!"
"My experience today with Shelly was excellent. She was very helpful and informative and handled my issue with professionalism. She Down was able to provide answers and resolution to my treadmill issue."
"Shane has been such an incredible support with our quick Sole F85 treadmill. The quality of the product and the outstanding service has been beyond reproach. Highly recommended!"
"Shelly went the extra mile to ensure my issue was resolved. "
"My hearing impairment makes phone calls difficult. Carolyn referred me to Shane to work around this, and he went the extra mile+ to get my F80 back up and running. He gave me his cell number for texting, diagnosed the problem, sent replacement parts and links to installation videos, and helped me with questions to overcome obstacles. Thank you Shane -- and Carolyn too!"
"Five star review for 5 star service!!! Sole F80"
"I have had issues with my SOLE F63 treadmill but the silver lining has been working with Shelly Lindsay! She is patient, resourceful, and true to her word with follow up.
It is very rare to encounter someone in the customer service industry who goes the extra mile. "
"I spoke with Shelly a few times regarding issues with my Sole F63. She worked to help send me a new part and is working on getting a technician out to my house. I am hopeful this will get resolved with Shelly's help."
"I have had a Sole F80 for about 7 years, and it has been my main source of exercise and had been great. I was dismayed when it suddenly started making noises and having speed fluctuations that made it dangerous to walk on, but remembered their (supposed) lifetime warranty, so I submitted a Service request on March 16. I had received no reply on March 31, so sent a follow up. Still receiving no reply, on April 4 I sent an email with a more nasty tone. Sure enough, I finally got a reply that same day from Isabel Stevenson, but that it took a nasty-gram to get one is a sure clue (and note to the business -- want to know why you only deal with nasty customers? May be, it's your own fault).
Shane Ford reached out by phone the next day (April 5) and gave me order number 769819-1 for a replacement motor and said I would receive it within 3 days. On April 17 I had received nothing, so I reached back out and was told I would get it 3 business days from when it shipped (whenever that happened to be). I was informed the motor was on backorder and they were supposedly receiving a new shipment on April 20. Oh and also asked to leave a review at this address (having received nothing but empty promises). Here's your review, I hope you enjoy!
Since then, I followed up on May 9 and was told the next shipment was coming May 27, and on May 31 was told that shipment hasn't arrived. At this point, I have been 3 months without a working treadmill, and my health is being impacted by the reduced exercise. Maybe there's a chance this negative review will spur things, but beyond that, I have lost hope of ever getting this treadmill working again.
Seven years doesn't seem like much of a lifetime for a lightly used treadmill (no running, walking 20 mins/day but not every day), and it would be nice if they honored their warranty in a reasonable timespan (hint: that's not 3 months).
Update: Now June 10, still no signs of a motor or the "shipment". I did get a sales email offering me $100 off a new F80. Why not make a profit off your failed warranty? It keeps getting worse.
Final update: On June 11 I filed a complaint with the Better Business Bureau (where Sole has a D- grade, for what it's worth). After being "backordered" for 3 months somehow the replacement motor shipped the next day. I received the part in 3 days, installed the part, and the treadmill is finally working well again. "
"I called the Customer Service phone number on June 10th around 4:10pm. Adam Broom answered and I gave him the date my order was taken (9/21/2021), the model F65 and explained our problem with our unit. He asked for my serial number (5638182010118956) and email address. We had not received a code on our treadmill when it failed to operate. He sent me an email on how to do some troubleshooting/checking what the cause could be including: what to look for, caution alerts and uTube video links. The following morning I emailed pictures of my findings. I received an email from A. Broom with the order number for the replacement parts, regretfully out of stock but I would receive an email with tracking information when shipped. Mr. Broom was very courteous on the telephone and in his emails (started each with G'Day Ms Gregg). He gave me excellent customer service!
Mona Gregg"
"Shelly the repair tech wa patient and super informative, walking me through how to test the motor, looking up part costs and providing with great information. Super service!"
"Customer service rep picked answered quickly within a minute even though the IVR said they were busier than normal. He was friendly and polite, then registered me and understood my issue which required parts. He ordered them for me and set up a technician to come out and repair it once the parts get delivered. Unfortunately, the parts were out of stock, so i am waiting on the delivery."
"Mr. Broom was kind, generous and professional when he helped this morning with my Sole F80 treadmill."