On the 2nd December 2025 I sent a personal letter by recorded, and signed for delivery to the Managing Director (by name) of Johnson Healthtech UK.

I outlined in detail the woeful list of my interactions with JHT personnel since contacting them on the 26th February 2025 regarding a serious fault on my Matrix Elliptical Trainer.
I had purchased the Matrix Elliptical Trainer at the start of Covid after much deliberation, I paid nearly £3500. I assumed that buying from a world leader such as JHT, and at that price point, it would guarantee me a top quality piece of equipment and customer support.

It never occurred to me that less than 4 years later it would develop a serious fault. I can no longer complete a workout as a logged user without the machine rebooting and wiping all my details. The lack of support aside, no one at JHT or FES can tell me what the fault is, and whether it would occur again in a new console. More to the point, is it reasonable to expect a customer to pay out an additional £1000.00 for a new console to rectify a software fault after only 4 years?

JHT recommended a company called JHT to look at the fault (JHT don't offer any out of warranty support). I informed FES in detail of the issues I was experiencing and told them I was confident that it was a software fault and not a hardware fault. The issues were repetitive and always happened during the same time cycle as a logged user but not as a guest user. FES insisted that they needed to make a site visit to confirm. They quoted me £114 including the first hour on site.
The Engineer was onsite a total of 14 mins; he confirmed that it was a software fault but couldn’t say what the fault was. He recommended a new console and said he would request a refund of the site visit fee. I expressed my reluctance to buy a new console, without defining the fault, what guarantee was there that the same software fault wouldn’t rematerialize?

I asked FES for an update on the refund and cost of new console. FES refused the refund and told me to contact JHT for cost on new console.

JHT Finally confirmed the cost of a new console, £817.00 plus £109.00 installation. But with no guarantee the fault wouldn't rematerialize.

Throughout my dealings with JHT, I have continually chased them for answers and been ignored. I asked multiple times for the customer support manager and Managing Directors name, but was refused. Eventually I found the MD's name myself.

As of today, 18th February 2026, the fault is the same, no worse. If I log in as a named user, the machine reboots during exercise and deletes all the user details, regardless of the length of workout. As a guest user its fine, no fault. But what is the point of this kind of equipment if you can’t log your workouts? The machine also regularly tries to perform software updates, fails and remains switched on, even though this feature has been disabled.

Also, I have not received a response from the MD. I'd like to say I'm surprised, however, it was exactly what I expected!