Can no longer contact the seller, so warranty is useless!
Review by Flake Nuesch1 year ago
DO NOT BUY SOLE FITNESS (DYACO) BRANDED EQUIPMENT IN THE UK WITHOUT READING!!!
If like me you read all the reviews, watched countless YouTube videos and took the decision to take that plunge into purchasing what is a very expensive product read on for some disappointing news....if you haven't purchased yet or are within the window of right to return I would suggest you carefully consider your purchase.
For the most part, the quality of the machine I purchased in August 2014 was excellent, but this is what I expected after paying nearly £1000 for a Sole Fitness LCR (recumbent) bike to aid a knee injury.
The product was sold to me that it came with 3yrs labour warranty and lifetime parts warranty - all branding and warranty card information I have is Sole Fitness branded and not New-Level-Fitness.
It's been a rocky road trying to get back to regular exercise with relapses and difficulties, I'd say that my purchase at most has in real terms had no more than 12-months of use in total over the 3yrs.
Fast forward to the start of 2018, the labour warranty expired and to my horror during a 30-minute cardio session the machine makes a off putting, bike shaking clunk on the right side. Finally at a point where I had done the hard work building up to getting back to using the bike semi-regularly (3-days per week, 30-minute sessions) and I'm devastated this was happening.
Contacting New-Level-Fitness in February I was told that parts were no issue as it had life-time-warranty for parts but it would cost me £120 for an engineer to visit. They operate at a 95% first time fix but if the problem wasn't resolved it would be a reduced 2nd call out fee of £60 (even if the original issue wasn't fixed....alarm bells started ringing).
Two weeks pass and I reluctantly call up to pay the £120 but am told that new-level-fitness has gone into administration - they cannot take support calls and had no information other than the parent company Dyaco would be honouring all warranties and was assured my product had a manufacturers lifetime parts warranty.
Fast forward a couple of weeks and I find a new website has launched dyaco-uk.co.uk I try emailing them and after a few days I get a really polite reply. It's at this point I breathe a sigh of relief, hopeful i may get sorted and back onto my fitness journey that has taken years of problems to overcome.
Unfortunately it wasn't meant to be - after a few email exchanges passing over serial numbers and going through the issue they came back to me to advise that not only had the labour warranty expired but advised I also had no parts warranty......to say I was gutted is an understatement.
I feel like the victim of fraud, all my support cards have Sole Fitness (not new-level-fitness), the manual doesn't have any support information in it and the sole fitness UK website has been taken down. I've got some screen grabs of the website but nothing that i would expect to hold up in a small claims court. The lady I was communicating with claims that the life-time-parts warranty was an offer through the "re-seller" new-level-fitness and not Dyaco themselves. Its been 3-weeks now and I've still not heard back from Dyaco.
I'm not going to get into tit-for-tat recriminations or my personal views on Sole Fitness as a brand or for that matter Dyaco the manufacturer of Sole Fitness, Spirit, Xterra etc. What I will say is that for a machine that hasn't had much use & costing as much as it did I have re-evaluated my personal views on whether it is economical to buy such an expensive machine and hope that you will be supported by a warranty.
I'm glad in part because I was saving up for a Sole Fitness elliptical trainer to kit out a new home gym - I live miles away from a decent gym that has good opening hours, i'd have been even more devastated
Even now sites such as Power House Fitness advertise Sole Fitness equipment quoting "Lifetime parts, motor, frame & 3 years labour (Lifetime parts guarantee also includes ALL electronics)" as a key feature selling point.
Ask yourself this, if you spent over £1000 how much of your decision to buy would be based on that warranty - how would you feel if the company you bought it from went into administration, even after the 3yr warranty had ran out!
I cannot fault the quality of the machines(I've deliberately left my original positive post), they are just as good and in some cases much better than many professional gyms I use. But for me, a large part of my decision to buy such an expensive machine was based on the warranty - take this away and you're left with something that should cost an awful lot less.
Review by Douhyun Seim1 year ago
Friendly assistant Dan. Provided answers to my questions straight away.
Review by Janye1 year ago
Delivery perfect - items were well packed and delivered when requested.
Review by Hendren1 year ago
Prompt, courteous responses from a clearly well-informed and knowledgeable customer service advisor - top drawer.
Great product with good communication throughout the ordering and delivery process.
Review by Trycia Vaios1 year ago
Service was good, item delivered on time. We had some queries afterwards which they helped us with succesfully. Using their great machine now daily.
Review by Tams1 year ago
Very helpful & fast delivery.
Review by Lynseyono1 year ago
Great service !! Fast delivery !! Great product !!
Review by Fabatforty Derrow1 year ago
I had a software problem with a Sole F63 treadmill I bought in late 2016. I contacted the Dublin supplier, who in turn contacted Sole Fitness UK. I received instructions to recalibrate the machine the same day and now it’s back working.
Full marks to Andy Toplass for such a swift response and excellent customer service.
Review by OldBaldFatUgly Pavkovich1 year ago
Excellent service. The trainer was installed in an upstairs room without fuss. One slight complaint is that I paid for three man delivery and only two came - not that it affected the delivery itself.
Review by Macak1 year ago
Simple, quick, easy way of ordering and very prompt delivery.
I highly recommend Sole for both products and after sales service.
Review by Nipaporn Pampe1 year ago
Amazing service from purchase to delivery and and amazing product
Thanks so much for the stepper trainer ..it's good for exercising and I am so pleased I chose this product
Thanks so much
Review by Renique Tambekong2 years ago
I had a great experience with Sole Fitness UK. I was looking at the SC200 climber and wanted to "see it in action" as there wasn't a video with the product information. I wanted a specific "stair climbing" action and Dan Hallam was very helpful and sent me a video of the climber in action as well as answering my various questions. I did buy this machine in the end and the information Dan provided me with helped immensely. The delivery was free and very easy to arrange. I was given a 2 hour slot which was very helpful. I would definitely recommend Sole Fitness UK to others without hesitation.
Review by Ajhae2 years ago
Purchased and had delivered F80. Excellent sales assistance from Dan, delivered promptly by very helpful couple who had driven down from Manchester to deliver at 7 am. Subsequently small belt tracking issue dealt with easily by a prompt phone call. Well done guys. Great to see goood sales and after sales care. Perry
Review by Kimberlye2 years ago
A really pleasant and professional business to deal with.The delivery service was first class and the cross trainer that I purchased is almost of gymnasium quality.I am very happy to recommend this company.
Review by Janred2 years ago
Having just had my new Sole treadmill installed I raised a technical query and it was resolved quickly and proactively. Very impressed.
Review by Alfee2 years ago
Great product and fast delivery. Worked straight out of the packet!!!!!
Review by Saruman2 years ago
After some research I went for the F80 treadmill.New-Level sales (Dan) was very helpful and easy to deal with. It was worth having the delivery, assembly and demo package. The delivery team noticed a slight in transit damage and arranged for an immediate replacement ( came within 2 Days ) The machine, was operational and exceeded expectations. A fitter followed a few days later by arrangement, Replaced the damaged part and remarked that this model was the one she, yes it was a young lady, recommended to all her friends. This company and the staff we dealt with, deserve the 5 star rating they regularly receive, and I do not hesitate to recommend them to anyone needing any product they deal with, All businesses should adopt their model of customer satisfaction
Review by Aginer2 years ago
Very professional and efficient. Transaction went smoothly and delivery- install completed professionally.
Review by Ronzue2 years ago
Good all round buying experience.Would recommend.
Review by Hew Engledow2 years ago
This has been a great experience. Dan (in Sales) was always patient and polite whilst I delayed my decision. The three delivery men were brilliant. We wanted the Sole F63 treadmill on the first floor and the stairs were a nightmare. The F63 itself seems very high quality and built like a tank. The F65 is wider - but unless you are really huge, don't waste your money - the F63 will be fine.
Review by Weil2 years ago
I would recommend Sole fitness to anyone, very efficient and helpful.