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Potentially dangerous treadmill with appalling aftersales support - Think very carefully before you buy a maxima
on 10 March 2016
I exaggerate not to say maxima is without doubt the worst company I have ever had the misfortune to deal with and I question the safety of their treadmills, and god only help you if/when a treadmill goes wrong. Also be aware that maxima operates out of an industrial unit and if you are lucky enough to get them to answer your calls or return your messages it from the one woman who is extremely unreliable and her excuses are longer than your arm, and she is extremely sarcastic and unprofessional.
I bought a new maxima treadmill about 3.5 years ago and it had very little use from wife, who is no where near the maximum weight limit, and only used it set on a fast walking pace. So it realistically hasn't had the equivalent of 6 months reasonable use by just one person.
The maxima treadmill stopped working and a burning type smell came from it. I called maxima many times as my answerphone message was ignored. I eventually spoke to the woman in question who asked if I was okay at DIY, and I said that I was so she said ahe would send me a new IC board and that it was just 4 screws that held the cover protecting the motor and electrics. The board arrived and I changed that, but smoke then started coming out of the motor, so I immediately switched of the power, and tried to contact maxima. As before my messages were ignored and I had to keep calling until the same woman eventually answered and said the phone line was down and she was taking the calls from home. How odd that would be the case when the phone rang as normal and the answerphone message was working, surely she wasn't telling me lies?
I explained to the woman what had happened with regards smoke comg out of the motor. As the motor has a 5 year warranty I asked if an engineer could come out and replace the motor, but I was told that it would be quicker if I Replaced it myself. I agreed to this in order to avoid a longer wait, and a week later the motor still hadn't arrived. Again I kept calling before I eventually spoke to the same woman, who said she would check where it was and call me back. No surpise that she didn't call back, and when I managed to get hold of her she informed me that the courier lost the motor (really). She sent me a motor, and when it arrived it I fitted it and when it partially worked it made a very loud noise and sparks came out the motor. Even when it worked in this condition, it had little power because as soon as I stepped on the treadmill it would cut out or struggle to turn. The motor most certainly doesn't look new, and based on it's performance it is likely to be an old used motor.
I made the woman in question aware of the situation, and she said she would speak to the MD and attempt to get me a new treadmill. I was at least pkeased with this offer and thought the matter was finally going to be satisfactorily resolved. I should have known better, because I again had to keep chasing the maxima woman who informed me that the machine was out of warranty and they couldn't get me a new one. Maxima delivered, supplied and installed my treadmill, but apparently they had no record of it?
I asked for an engineer to then be sent to me, and after lots effort on my part, I was refused an engineer unless I paid £99.50 up front. I explained that the motor had a 5 year warranty and I only offered to fit the faulty used one she sent me because she said it would be quicker me doing it than her sending me an engineer. She said that there was nothing else she could do apart from contact taiwan and let me know what they said.
The maxima woman had said someone from maxima had emailed me, but I assured her they haven't. I was also told the MD would call me, but in true maxima style, still no call or emails.
So 7 weeks later I have a useless treadmill, and despite numerous phone calls, and around a dozen emails, it still doesn't work and the 5 year motor warranty they refuse to honour.
I will be taking this matter further, but I cannot believe what dreadful service maxima has provided me. They believe it acceptable to tell customers how to remove the electrical cover, and fit an IC board and motor themselves. Surely it is very dangerous to encourage unqualified and unskilled persons to be playing around with mains power connections?
I will update what the eventual outcome is, but be warned what service to expect if your maxima treadmill breaks down.