From: Cody

To: robert j schnell

Cc: <steve@...> ; <trevor@...> ; <brad@...> ; Schnell, Robert J ; <lonnieh@...>

Sent: Saturday, June 20, 2009 10:31 PM

Subject: Re: RMA - RXS77060809CR1CSNR

Robert,

I am so sorry about the condition of the box. 

Don't worry about repacking the old machine. Just have it disassembled and accessible. 

Our shipper will call you to schedule the delivery. 

We would also like to extend a 10% discount to the members of your running club. 

Please let us know if you have any further questions. 

Thanks,

Cody

On Jun 20, 2009, at 1:32 PM, "robert j schnell" <robertschnell@...> wrote:

Sirs:

 

    We received our replacement treadmill on June 16, 2009.  The shipping box was crushed in many places and this was noted on the shipping tag by both the driver and myself. However, there was no damage to the treadmill. 

 

        Our original machine is now dissembled and in the original shipping container, but I need to get some cardboard and more packing material to secure everything and I hope to have it ready to return ship to you soon.

 

        Is there a return authorization form that is needed? 

 

Thanks again,

 

Bob Schnell

 

PS:  I am still amazed at the level of customer service as I did not expect a replacement machine.  I told my running club about this service and hope that it results in some additional sales for you.  Let me know if you would like a testimonial regarding your equipment or customer service.

 

The original machine failure was on the incline motor support.  Also, the lower digital display stopped working about 2 weeks before the machine was disassembled.  I do wipe down the machine after each run, lubricate the belt and vacuum out the motor area frequently.

 

   Purchase Date:    3-16-05

    Serial #          :    577 881 0501 0000 22 REV 00

----- Original Message -----

From: Cody

To: robert j schnell

Cc: Schnell, Robert J

Sent: Monday, June 08, 2009 9:15 PM

Subject: Re: RMA - RXS77060809CR1CSNR

Bob, 

We will definitely call you to schedule the day and time.

Please let me know if you have any questions.

Thanks.

On Mon, Jun 8, 2009 at 7:07 PM, robert j schnell <robertschnell@...> wrote:

Sir:

 

    This is unbelievably great customer service.  It took myself and my four sons to get this treadmill off the delivery truck and down our basement when we bought the machine, and it was all downhill.  Sole doesn't put flimsy or lightweight material in their machines.

 

    I will get the treadmill disassembled over the next few days and have it ready to go.  If possible, would you be able to notify me in advance of delivery so that I can take off from work and be here when it is delivered?

 

Thanks again

 

Bob Schnell

636-561-4596 home

636-639-8310 work days-probably the best number to call

----- Original Message -----

From: Cody

To: robertschnell@...

Cc: Brad White ; Jerry Savage ; Rob Koelliker ; Steve Gasser

Sent: Monday, June 08, 2009 11:30 AM

Subject: RMA - RXS77060809CR1CSNR

Robert, 

We have processed your RMA request and your RMA# is RXS77060809CR1CSNR. We have
pulled an S77 from our warehouse and this will ship to you with curbside delivery.

This should only take about 5-7 business days.
We will need you disassemble the S77 and have it in the driveway or front porch, our delivery drivers will then
remove this from your driveway or porch and deliver the new machine.

Should you have any questions, feel free to let us know.

Thanks.

---------- Forwarded message ----------
From: SOLE Treadmills <info@...>
Date: Tue, May 26, 2009 at 8:25 AM
Subject: Return Authorization Request Form: 5778810502000022
To: steve@..., trevor@..., brad@..., cody@...

The following return authorization request form was submitted online at 2009-05-26 08:05 for serial number 5778810502000022

Name:	Robert J. Schnell
Address:	613 Thornridge Ave.
City:	O Fallon
State:	MO
Zip:	63366
Phone:	636-639-8310
Fax:	636-639-8310
Email:	robertschnell@...
Serial Number:	5778810502000022
Purchase Date:	2005-03-21
Dealer:	SOLE Treadmills
What do you want to do?	Replace
Reason:	Unit has a cracked weld frame where inclin motor butts in a top. Service review committee recomends replacement. Customer e-mail is robertschnell@... but form will not take this entry.
Needs Box:

------------------------------
SOLE Treadmills / SOLE Fitness
info@...
http://www.soletreadmills.com/
------------------------------

--
Mr. Cody Reese
Cody@...
1-866-780-7653

--
Mr. Cody Reese
Cody@...
1-866-780-7653