https://docs.google.com/document/d/1I0iL6y4NiQpXY8hRfye9uplGgVkfHcd0/edit
1、Treadmill handle bar is stuck
Dear {{Buyer's Name}},
Please don't worry. If the walking pad encounters problems that can't be handled, we will give you full refunded.
If you encounter "the treadmill handle bar can not raise it "
Here is our solution:
The handlebar cannot be put down or pulled up. You can try to 2-3 drop lubricating oil on the rotating shaft.
Have a nice day!
2、The treadmill stops at random
Dear {{Buyer's Name}},
Sorry for the inconvenience caused.
This situation generally occurs when the Bluetooth function conflicts with the treadmill system, and the Bluetooth function needs to be turned off.
1.The motor cover needs to be opened, and 5 bolts should be unscrewed along the motor cover with an L-wrench.
2. There is a small electronic plate on the top right of the inside of the motor cover, and the white plug needs to be unplugged. (Please check the attachment.) This small electronic board is a Bluetooth module.
After unplugging, it cannot link to our "YPOOFIT" APP. If your problem get solved by unplugging, we will provide you with a partial refund as compensation.
Looking forward to your reply and have a great time.
3、The actual speed of the treadmill is slower than the speed indicated on the parameter
Dear {{Buyer's Name}},
Thank you for contacting us.
Each of our machines has been rigorously tested before leaving the factory, and our actual measurements using a tachometer.
Display 5.0KM/H measured speed: 85.2M/MIN*0.06=5.11KM/H
Display 3.0KM/H measured speed: 49.8M/MIN*0.06=2.99KM/H
There are slight differences within the standard range.
If you encounter any other problems during use, please contact us.
Have a nice day!
4、Unable to start (screen does not light)
Hi {{Buyer's Name}},
Sorry for any inconvenience caused.
The customer service team will assist you until the issue is resolved.
If the screen does not light up, it may be due to loose wires inside the treadmill during long-distance transportation, causing the treadmill to have no response.
Please open the motor cover and check if there are any loose wires on the circuit board. (Reference image attached), try unplugging and reinserting the wires one by one on the circuit board.
Please let us know if the treadmill can work. Thank you.
Best regards
5、How to pull up the handrail
Dear {{Buyer's Name}}，
Sorry for any inconvenience caused.
Please release the red knob on one side of the treadmill first, and then use your hand to stretch the rod outward. Perform the same operation on the other side to easily lift the treadmill.
Please refer to the attached pictures and product manual.
If there are any further questions，welcome to contact us again.
Best regards
6、Treadmill can run without load, but it cannot run when standing on it
Dear {{Buyer's Name}}，
Thank you for your video.
The treadmill can run without load, but it cannot run when standing on it, indicating that the running belt is too tight.
Please rotate the same two hex screws counterclockwise half a turn when the treadmill is not running.
You can adjust based on the real-time elasticity of the running belt, as we cannot determine the exact number of rotations required from the video.
Thank you for your understanding.
Best regards
7、Treadmill Error E06
Dear {{Buyer's Name}},
Sorry for any inconvenience caused.
The customer service team will assist you until the issue is resolved.
E06 may be due to loose connection wires from the upper control to the lower control of the treadmill.
Please open the motor cover and check if the circuit board is loose or disconnected.
(Attached is a reference picture, which is another similar product. It is normal for some wires inside to be different.) Try unplugging and plugging in the communication cable, which is the connection line from the circuit board inside the motor to the screen. The two ends of the cable need to be plugged in again, and the pins on the connector need to be checked.
You need to tear off the black glue, otherwise the connector may not be securely plugged in.
Please let us know if the treadmill can work. Thank you.
Best regards
8、The warranty inquiry
Dear {{Buyer's Name}},
Thank you for contacting us.
The treadmill comes with a one-year warranty.
No matter when you bought the treadmill,if a part of the treadmill is damaged we will send you the new part, you can repair it by yourself, we will give you the repair reference video.
If the accessory is out of stock,we will provide other suitable solutions.Please don't worry.
Have a nice day!
Customer Service Team
9、Treadmill Error E05
Dear {{Buyer's Name}},
We apologize for any inconvenience caused.
The customer service team will assist you until the issue is resolved.
Please provide your Amazon order ID first so that we can register your question.
Firstly, please open the lid (according to the reference picture) and check if the wires between the circuit board and the motor are loose. Try unplugging and reinserting the wires one by one.
Rotate the motor by hand. If rotation is difficult, it may be due to the motor getting stuck. I will send you a new motor that you can replace yourself, and I will also send you a reference video.
If possible, providing videos will help us assess the situation more accurately. Thank you.
If you encounter any difficulties during the inspection process, please inform us promptly.
Best regards
10、Treadmill noise problem
Dear {{Buyer's Name}},
Thanks for your contact.
According to the video you sent, we suggest you add oil for the running belt first and then observe whether there is any noise.
If there is still noise after adding lubricating oil.
Please turn on the treadmill, but don't walk on the treadmill. Then observe whether the noise comes from the front or the back of the treadmill.
If possible, it's better to take a relevant video to us in the process of check, so that our technician can help you judge more accurately. Thank you.
After receiving your reply, we will solve this problem for you immediately. Please don't worry.
Waiting for your reply.
Have a nice day!
11、The screen displays "--- ---"
Hi {{Buyer's Name}},
Sorry for any inconvenience caused.
The customer service team will assist you until the issue is resolved.
The machine can be powered on when plugged in, pressing the remote control is useless, and the treadmill is not working.
(The screen displays "--- --- ---"), this is because you have not installed the red safety lock.
Please refer to the attached image.
Please let us know if the treadmill is working properly, thank you.
Best regards
12、The function of the 3/6 key
Hi {{Buyer's Name}},
Thank you for contacting us.
The customer service team will assist you until your issue is resolved.
This button allows you to quickly switch from 3 kilometers per hour to 6 kilometers per hour. Please pay attention to safety when using.
Best regards
13、Ask the buyer for the Order ID
Dear {{Buyer's Name}},
Thank you for the purchase of our walking treadmill.
Please tell us your order ID so that we can locate your purchase more accurately.
Please also tell us about your problem.
If your Remote control lost or damaged, we will provide replacement service, Please provide the address so that we can send it to you.
If there are other problems, we will cooperate with you until we figure it out.
Customer Service Team
RHYTHM FUN
14、How does the APP connect to the treadmill
Hi {{Buyer's Name}},
We apologize for any inconvenience caused.
The customer service team will assist you until the issue is resolved.
Please download YPOOFIT APP, click on the Bluetooth icon on the APP homepage, and the APP will automatically search for device Bluetooth connection (it is recommended not to actively connect Bluetooth in the phone system settings)
If the device Bluetooth cannot be found, it is recommended to reset the treadmill first and then try reconnecting.
Please refer to the attached diagram.
Best regards
15、Treadmill Error E02
Dear {{Buyer's Name}},
Sorry for the inconvenience caused.
If prompted E02, there need to check the motor for problems.
1.First check the motor wire to see if it is loosing or falling off. Plug in the motor wire and turn on the machine.
2. If reinserting the motor wire does not work, please turn the motor by hand. If it is difficult to turn,maybe the motor is stucked.
Any questions during this process,you can contact us again.
Waiting for your reply.
Have a nice day!
16、How to add lubricating oil
Hi,
Thanks for your patience.
The new machine has been lubricated before shipping.
It is recommended to add lubricating oil once every 1-2 months for normal use, and add 1/3 bottle of oil each time.
Lubricating steps:
1. Lift up with your fingers on the side of the running belt and drop silicone oil on the running board.
2. Then do the same on the other side of the running belt.
3. A total of 1/3 bottle of silicone oil is used on both sides each time. After adding silicone oil, turn on the treadmill and let the treadmill run for 3-4 minutes at a low speed.
If you have any questions, you can contact us again.
Have a nice day!
Customer Service Team
17、Noise problem (rotating motor)
Dear {{Buyer's Name}},
Thanks for your patience.
I asked our technician, there need to check whether the motor needs to be replaced in this case.
Specific steps:
1. open the motor cover of the treadmill (refer to the attached video).
3. turn on the treadmill let the motor run.
If there is a noise when the motor is running, it indicates that there is a problem with the motor and a new motor needs to be replaced.
If possible, you can take a video to us so that we can judge more accurately for you, thank you.
If you encounter any problems in this process, please contact us.
Waiting for your reply.
Have a nice day!
18、The treadmill burns and smells mushy
Hi {{Buyer's Name}},
You can try the following steps to reduce the temperature:
1、Adding Lubricant
Lubricating steps:
① Lift up with your fingers on the side of the running belt and drop silicone oil on the running board.
②Then do the same on the other side of the running belt.
③A total of 1/3 bottle of silicone oil is used on both sides each time. After adding silicone oil, turn on the treadmill and let the treadmill run for 3-4 minutes at a low speed.
It is recommended to add lubricating oil once every month for normal use, and add 1/3 bottle of oil each time.
2、About how to loosen the running belt:
You can turn the two screws behind the running board of the treadmill half a turn or one turn counterclockwise with an L-shaped hexagonal wrench when the treadmill is not running.
Please note that the number of turns of the left and right screws should be the same, and no more than 3 circles. then the running belt can be loosen.
Also, we recommend not using the treadmill on carpet, which can cause the machine to not dissipate heat properly, and you can take a proper break after exercising for a period of time before continuing to exercise.
Please let us know if the problem is resolved.
Waiting for your reply.
Have a nice day!
19、Order full refund
Dear {{Buyer's Name}},
To make things more convenient for you, we have processed a full refund for your order. Even better, you do not need to return the product; you may simply keep it. We hope this solution brings you added convenience.
The refund will arrive in your account within 1-2 days
Have a nice day!
20、Customers do not reply for a long time
Dear {{Buyer's Name}},
How are you recently?
Several days no news from you have you got my previous message? Fully understand that you are too busy to reply us. But we are still await for your reply. Thank you in advance.
Best regards
21、Ask for the remote control battery model number
Hi {{Buyer's Name}},
Thanks for your contact.
I checked the battery type and the model name is " CR2032 3V ".You can search and buy it on amazon, thanks.
Have a nice day!
Customer Service Team
22、Address and phone number for retroactive inquiries
Dear {{Buyer's Name}},
Sorry for any inconvenience caused.
The customer service team will assist you until the issue is resolved.
Could you please provide your order number so that we can confirm your treadmill model.
Also, please provide your detailed shipping address and phone number, and we will send you a new part afterwards.
Waiting for your reply.
Best regards
23、Contact for replacement one-to-one remote control
联系补发一对一遥控器
Dear {{Buyer's Name}},
It has come to our attention that you have purchased 2 of our treadmills.
Because our previous remotes used the same manufacturing process, if the 2 treadmills are placed close to each other, there may be a situation where one remote control can control 2 treadmills at the same time. We have developed and produced the one-to-one remote control.
In order not to interfere with the normal use of your 2 treadmills, please provide your detail address and phone number. We'll send you 2 one-to-one remotes. About seven days to deliver.
Looking forward to your reply.
Customer Service Team
24、Display beeps
Dear {{Buyer's Name}},
Sorry for any inconvenience caused.
Will the treadmill display beep when it automatically accelerates or decelerates without touching the remote control? (Like the beep sound when pressing the remote control)
If it beeps, it may be a similar product being used near you, affected by other remote control commands.
We can send you a one-on-one remote control, which will help prevent your machine from being affected by others. Please provide your detailed address and phone number.
Looking forward to your reply.
Best regards
25、Power Cord Problems
Dear {{Buyer's Name}},
Thanks for contacting us. Please don't worry.
Our power cord is universal, you can go to buy a new power cord anywhere, normal 110V household power cord will work. Please note the shape of the plug. I have attached a photo for your reference.
Have a nice day!
Customer Service Team
26、The kilometers and miles problem
Dear {{Buyer's Name}},
I'm sorry for the inconvenience caused.
Since our machines are sold to different countries and regions all over the world, the kilometer value is widely used in the world,so we use the kilometer value as the main measurements.
It is unable to switch from kilometers to miles.Hope you can understand.
1kmph= 0.62Mph. 1km= 0.62mile
It is indeed a part of our lack of consideration to only use the kilometer value measurements,we will try to improve it in subsequent new products.
If there are any other problems, welcome to contact us again.
Have a nice day!
Customer Service Team
27、Lubricant issues
Hi {{Buyer's Name}},
Thank you for the purchase of our walking pad treadmill.
All treadmills have been oil added at the time of production, you do not need to add it the first time you use it.
Lubrication frequency:High recommend 125 Miles Per time.
If you are idle for more than half a month, we also recommend that you add lubricating oil.
Lubrication oil volume Per time of maintenance:5-10mL.
Best Regards,
Customer Service Team
28、E07 appears on the machine
Hi,
Sorry for the inconvenience caused.
The problem you reflect is E07 which is easy to solve.
Just put the safety lock on treadmill,then the treadmill can be worked well.
If it still doesn't work, the safety lock may be damaged and needs to be replaced.
Please provide your detail address and phone number, we will send you a new safety lock as soon as possible.
Please provide the picture of your treadmill production number(Reference picture attached)
Waiting for your reply.
Have a nice day!
Customer Service Team
29、Treadmill smells like mush
Hi,
Treadmill develops a burning odor that can be fixed by replacing the motor.
Please provide your address and contact phone number.
Please provide the picture of your Treadmill production number(Reference picture attached).
I will send you the correct accessory by mail.
Waiting for your reply.
Have a nice day!
Customer Service Team