Speedy Service: Insider’s Guide to Contacting Customer Support
January 03, 2014 // Category: Our People
Sometimes it’s frustrating when your fitness equipment needs work. Complications can hold up your exercise time, or if you’re a facility owner/manager, they hold up the time of your clients. Not to mention, receiving help from Life Fitness customer service and support might add more time depending on the nature of your problem.
But here are some (insider!) tips to help make your customer service call go a little quicker.
First, have these essential details on hand before requesting a technician to work on your unit:
1. Serial Number. On cardio equipment, this unique identifier is usually found on the back of the unit near the toe guard or underneath the left rear cap. If you’re having trouble finding it, an agent will be happy to assist you.
2. Name and phone number of person to schedule the appointment with as well as the information of the person who will be present at time of service.
3. Address of where the equipment is currently located.
4. Description of the problem with the unit.
We require these details to maintain a service history on our products for quality purposes. When you have this information handy we can easily access your account information, which saves time for everyone on the phone call.
Check the time. Consider the time of day before you call the Life Fitness customer support line (800.351.3737). Our call center is open Monday through Friday, 7 a.m. – 6 p.m. CST. The lunch period of 11 a.m. – 2 p.m. is a busy call time because of limited staff through these hours. I’m sure you can understand that we all need a mid-day break to eat or recharge with a workout.
You can email, too. If you prefer not to call or you have an issue when our office is closed, you can send your request to firstname.lastname@example.org. Include the details listed above and you’ll receive a reply in a timely manner.
Don’t dial and drive. Don’t call to schedule service when driving. Not only is this unsafe, it’s best to call when you are near the unit to verify serial number information. In some cases, an agent in our tech phone queue can walk you through troubleshooting to help repair the unit without sending a technician.
Register your equipment. Registering your equipment will save you time on the phone and avoid delay in scheduling service. If you haven’t registered your consumer units yet, you can register them online here.
Have payment ready. It’s always good to have your payment information available at the time of call. The labor may be billable depending on remaining warranty coverage, which can be determined by the equipment serial number. You will not be charged until the work is completed.