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Residential Service Request

*COVID-19 UPDATES

More Information Here

*Last updated March 23rd, 2020

*At this time, all retail stores are open while residential and commercial services have been temporarily postponed until further notice. Please understand that the measures that are taking place are to ensure the safety of our customers and staff. As we monitor our cities' changes in protocol, we will continue to notify you updates about retail store and service operations. All notifications will be provided via email, social media or can be found on our website. Thank you for your cooperation!

If you require service on your fitness equipment please submit the form below. We recommend not using the machine so that the original request is still relevant when the technicians arrive and that no additional issues have occurred.

IMPORTANT

Your serial number(s) and your date of purchase are extremely important. Delays occur if this information is not provided. Please ensure you enter the correct serial number(s) and date of purchase when filling out this form.

The serial number(s) are located on your machine.
Please do not submit form without the serial number(s).

Your owner’s manual generally indicates the locations. Most of the time there are two (2). One is located on the BASE of the unit where the power plugs into the machine. The second is located on the back of or the CHIN of your computer console.

NO FEE 60 DAY POLICY – If you are experiencing a problem with your new purchase that is less than 60 days from purchase date, and the unit was delivered and installed by Fitness Town qualified installers, and you are within a 30km service radius from Fitness Town, there will be no service charge. ALL repairable defects will be corrected 100% to your satisfaction by Fitness Town Service at no charge.

*Important: In the event whereby your machine was not installed by a Fitness Town qualified installer, and/or was self-installed, manufacture policy is to inspect the equipment and confirm if a manufacture defect or if an installation issue. Due to high potential for installation errors, Fitness Town must inspect the equipment to ensure proper installation. In the event of an installation error, a minimum $150.00 service fee will apply. In the event of self-installation error, cost of parts may be subject to purchase. Parts coverage to be determined by the manufacture. If you are located outside of our 30km service radius, extended travel fees apply. We appreciate and thank you for your patience.

WARRANTY SERVICE REQUEST - there is a minimum $55.00 (plus tax) fee for warranty service appointments. For products that have been self-installed, a service visit and inspection of installation to will be required to confirm no errors in install have occurred. Please note: Setup or install errors on the part of the installer (if not Fitness Town) will be subject to Service appointment fee’s as install errors are not covered under warranty by the manufacture. We appreciate your understanding.

NON-WARRANTY SERVICE REQUEST - the first visit reservation rate of $150.00 plus tax. This includes travel time, diagnosis and attempted repair time. Should a return visit be required, a quote will be provided. All fees are subject to payment at the time of service. Pre-payment can be made if you will be unavailable at the time of the appointment.

CUSTOMER CARE PLAN OWNERS (CCP) receive a 40% discount on basic warranty service fee. In addition your customer care plan covers 100% on all qualifying parts and labour repairs costs. Important note: cosmetics, or damaged parts not considered to be a manufactures defects are not covered by (CCP) warranty. Important: ** When requesting service under your (CCP) customer care plan policy, you must provide a copy of your proof of purchase prior to your service appointment. Following confirmation of your (CCP) warranty, your service fees will be reduced accordingly.

EXTENDED TRAVEL rates will apply if you are outside our designated service zones. Ask for details.

SERVICE FEES (tax not included):
(CCP) Customer Care Plan Service Charge: $33.00

(MW) Manufacture Warranty Service Charge: $55.00
(FV) First Visit Rate: $150.00
(HRLY) Additional Time / Hourly Labour Rate: $95.00
(TRVL) Travel Rate: $55.00
(ET) Extended Travel Rates: We service up to 30km radius of your local Fitness Town. If you are located outside of our service radius, please inquire if we travel to your area. Send our team an e-mail and we will respond service@fitnesstown.ca

If you are requesting that your service charges be paid by the manufacture under the labour coverage agreement please email us a .PDF copy of your proof of purchase. Send your invoice to: service@fitnesstown.ca with subject line - "Proof of purchase: (Your Invoice name, brand model, and date of purchase)"

Residential Service Request

* First Name

* Last Name

* Street Address

* City

* Province

* Postal Code

* Email Address

* Home Phone

Work Phone

Cell Phone

* Date of Purchase (mm/dd/yyyy)

Copy of Invoice Clear

* Invoice Number

* Manufacturer

* Model Number

* Machine Type:

* Base Serial #

Console Serial #

* Which store was the machine purchased from?

If Other, Where Was The Machine Purchased?

If Fitness Town, what is the name of the Sales Associate who helped you?

* Did you purchase a (CCP) Customer Care Plan extended warranty?

What is your extended warranty care plan invoice number?

What type of warranty was purchased (from invoice)?

How was the machine installed?

If installed by Fitness Town, when was it installed? (mm/dd/yyyy)

* When did you first notice the problem and how often does it happen?

* What repairs or solutions have you attempted?

* Please describe with detail the problem you are experiencing with your machine.

If noise related, please describe the sound you hear, from which part of the machine and the frequency.

For machines over 3 months, please describe what maintenance you have completed (please reference the owners manual).

For cardio equipment, does the machine power up/computer lights turn on?

If no, has the power cord, wall outlet or batteries been checked?

If yes, does the computer light up?

Please test all the buttons and report which buttons are not working.

Are you experiencing error messages on the computer display? If yes, please describe.

Please indicate the machine running time when the problem starts to occur:

What level of intensity is performed when the problem occurs?

* Is the machine still usable?

What appointment arrival window works best for you?

If Fitness Town Staff: This service request was submitted by? (Name & Location)

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Services

Residential Service Request

*COVID-19 UPDATES

Residential Service Request

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