Kettler GB - best after sales service I've ever come across!

techno12

Hi,

Just wanted to praise Kettler GB (they make exercise machines etc) for their amazing after care.

I bought a crosstrainer from them nearly 3 years ago - the reason I chose Kettler was their 3-year onsite warranty. These consumer crosstrainers have a habit of breaking if you actually use them every day like I do, I'd gone through three progressively more expensive ones and they all broke within months, before picking the Kettler.

Anyway, today they've sent me a brand new machine, upgraded model too, as the chassis on my old one developed a crack. Quick email to them with a photo of the problem area, and I received a call a day later to arrange delivery of the new machine.

Okay you may be saying, not bad, but this is the 2nd new machine I've had from them. They've also sent out 2 spare parts in the past, and 3 engineer visits (normally costs £90 a time out of warranty according to one of them).

As I said, these consumer crosstrainers aren't built to last and they really do break after a few months daily use! (ie ones below £500 that you see in Argos etc, the Kettler cost me £300) - I daresay the gym-level ones that cost £1000s are more durable.

Absolutely first class service, and I thoroughly recommend them to everyone, and my next machine if/when the latest replacement breaks will be a Kettler too!

techno12

Just wanted to follow up on this.

The crosstrainer is nearly 4 years old now, hence almost a year outside of its warranty, and one of the components snapped mid-workout a couple of days ago (remember I use it each day and the cheaper non-gym level crosstrainers don't seem to be built for daily use). So, I emailed them to ask if I could buy a replacement.

They replied with "we'll send you one" and it's just arrived now, next day. Due to a similar part breaking a couple of times in the past for me they've reinforced the design - which is good to see.

I certainly wasn't expecting a free replacement!

Well done again Kettler - unbelievable service.

MichH

What a pleasure to read of such good service from a company!

techno12

The next time it fails, if I haven't got a spare part available (I have a couple from the previous machines that they replaced and I kept just in case) I'll go out and buy a more expensive Kettler.

The model I have is the base one, and it's the only one in their range that isn't made in Germany so I suspect the Chinese quality control / manufacturing isn't quite up to scratch.

I really won't mind paying the £600+ as I've had more than my money's worth from this one - and if the German-built one does break down at least I know I've got that great service to fall back on.