Delia R.
What a headache
After a month of waiting for my stairmaill 22 touchscreen equipment, I don’t get any information on shipping or delivery date. When I finally Reached out 3 weeks later, rep informed it was back order but she will upgrade me to next machine up. I’m thinking okay? I wanted the stairmill for before my birthday but I’ll wait another three weeks for the upgrade, fine thanks. The upgrade came, didn’t power on, countless emails and calls for us to troubleshoot the machine ourselves. Countless emails with steps and photo and video requirements. Like com on if it wasn’t for my husband I would have given up. These internal components are heavy and present safety hazards when opened. A premium machine should function efficiently upon delivery. Customers should not have to repeatedly dismantle and reassemble heavy hardware simply to provide evidence of ongoing defects. Finally my husband opened the back and located a connection hanging. Plugged in finally started working. I used it for 5 days 30 min each time, then bam the touchscreen went black. I can hear the class but not see the speed or anything else. This is extremely frustrating, as I am still waiting for a new response. This time I sent again photos and videos as well. Still waiting.
Response from Echelon FitnessJul 8, 2026
Thank you for taking the time to share such detailed feedback. We're very sorry to hear about your experience and understand how frustrating this must have been. We appreciate your patience throughout the delays and the time you've spent working with our Customer Support team to try to resolve the issues with your equipment. We recognize that this has not been the experience you expected, and we're sorry for the inconvenience caused. Your feedback has been shared with the relevant team, and your case is currently being reviewed. We appreciate you bringing this to our attention and thank you again for taking the time to share your experience.