March 22, 2016 Mr. David J. Watterson, CEO Icon Health and Fitness, Inc. 1500 South 1000 West Logan, Utah 84321 Dear Mr. Watterson, In January of 2009, I purchased a Smooth Fitness 9.45 ST treadmill from the website of Smoothfitness.com. I have been so happy with the product that I have advised many of my running and fitness friends to buy other products from the company. At the time, the company advertised that all of its equipment came with a lifetime warranty on parts and equipment. A two year labor warranty was also included. The receipt that came with the machine states this. Plus, I still have the letter written by my sales consultant, Mr. Ed Behrle. See enclosures. Unfortunately, the running board on the machine cracked in March of 2016. I went to the website of Smoothfitness.com and called the customer care number which directed me to your employees at Icon. I was then directed to a company called “The Treadmill Doctor.” After explaining that I had a lifetime warranty on the machine, I was told that there was nothing that could be done for me. The workers at The Treadmill Doctor informed me that they are an extended warranty company. They then informed me that had I bought an extended warranty they would have been happy to assist me. They had no explanation for why a person with a lifetime warranty would purchase an extended warranty on top of that. In the end I was instructed to try to work out some arrangement with Icon. I then contacted a customer care representative named Daniel (employee number CS77) at Icon who informed me that since Icon purchased Smoothfitness in 2014, there were no parts for the older machines like the one that I currently own. He instructed me to go back to The Treadmill Doctor. They, The Treadmill Doctor, insisted that they only handle extended warranties and not manufacturers warranties. I asked Daniel and then his supervisor, Ben Leishman, what good was a lifetime warranty if it would not be honored. Mr. Leishman said that Icon did not and does not assume any responsibility for written guarantees made by Smoothfitness. I also asked about ways that Icon, as good corporate citizens, might help rectify the situation. After all, I have been a loyal customer and I am willing to pay a service fee. I was told that there was nothing that would be done. My only recourse would be to purchase another $2,500 machine with an extended warranty. Is this true? Given all that I have found about Icon’s involvement and brand, I find it hard to believe that no gesture of good will can be extended in this very odd case. Your mission line reads “Changing Lives With Fitness Innovation,” yet Mr. Leishman seems to maintain that your company is just another faceless and static company that is unconcerned with innovative solutions to real problems. I teach over 1,000 economic and business students every year. I would like to use this situation as an example of a company getting it right. In that regard, I look forward to your reply. My current contact information is below my signature.

Respectfully Submitted,

Gary A. Hoover Professor and Chair Phone: (205) XXX Address: XXX