Please contact Customer Care at 1-800-605-3369 for additional help or to order replacement parts.
Some replacement parts may also be available for purchase online here.
A list of part numbers referenced within this guide can be located at the bottom of this page.
Customer Care - Hours of Operation:
Monday - Friday 6:00am - 5:00pm PST
The replacement part will be provided to you at no cost assuming your machine meets the warranty eligibility
requirements. A Customer Care Agent will be able to assess your current warranty eligibility and provide you with your
options.
Please note that if you did not purchase your machine directly from BowFlex, Schwinn, or Nautilus, we will need a copy
of your purchase receipt in order to register your machine for warranty.
EAF - Issues requiring Special Handling
ATTENTION: If the customer complains of any of the following, transferthe call to a Senior Rep in the CS
ESCALATIONqueue.
NOTE THE CUSTOMER FILE: "Transferred customer to Senior Rep/Sup due to escalated issue."
NOTE: This process is ONLY for Treadmills and TreadClimbers.
NOTE: This does not apply tosecond-hand purchases or unsupported products. The customer record must have a
valid POP and serial number.
*VisibleSmokecoming from machine:
Be sure to confirm specific color ofsmoke (blue,black, orwhite).
NOTE: If complaint is ahot/smoky odor/smell,proceedwith troubleshooting.
*Sparksorflamescoming from their machine outside of the drive motor
(sparks from the brushes inside the drive motor are normal)
*Machine accelerates quickly(runs away) without user input/keypress
*Belt moveswithout safety key in place
*Strong ContinuousElectric shockfrom machine frame (beyond normal static shock, whichis a single defined
event and builds up prior to discharge)
*Belt stops suddenlywithoutan error code,withoutuser input, or the safety key being pulled.Console
remains on or working.
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