Bad customer service is so common, I think it’s worth talking about the good stuff when it happens.
I lost the safety key for my Lifepsan treadmill, without which it will not function. Went to the website; had difficulty figuring out which version I needed, but eventually ordered one. It came. It was not the right version. So I looked on their site and found out that in order to return anything, you’ve got to email then and ask for a label to be sent — which makes sense when what you’re returning is an entire 100+ lb treadmill, but not so much for a little plastic key. I email, and in the meanwhile make plans to call them later that day and talk to a customer service rep to figure out which key I need, because it is seriously not clear from their website.
Before I can do that, however, I get a reply to my email. After a few messages back and forth, I learn that I do not need to send back the old key; they are shipping me a new (correct) one right away, at no charge.
So yay. That made an annoying situation much less annoying. They could still use to improve the process of figuring out which one you need . . . but in the meanwhile, my life has gotten much easier. Good on them.