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So Far-No Good
on December 27, 2011
See Review Update below:
So far-no good. I received this item yesterday. The bottom part of the the box was in tatters. The delivery man made a note of it on the shipping slip and I took photos, just in case. I was hoping that all would be well (a battered box is okay, as long as the goods are intact, I figured) as I have been looking forward to getting started. A friend helped me put most of it together. We noticed that the seat was wobbly and the seat adjustment handle wouldn't stay locked in place. No amount of screw tightening would stabilize the seat. A practice turn on the bike showed how annoying this would be once I really start riding.
After my friend left, I investigated further and believe that the seat adjustment mechanism was improperly installed at the plant--in fact it looks to be put in upside down. Since this was put together at the manufacterer's and I would have to take the entire section apart to fix it, I need some assistance. There are also a couple of additional items I need help with concerning the electrical portion of the assembly.
No problem, I thought. I'll phone the company tomorrow and get some help.
I phoned the company today as it expressly states on the paperwork--"Do not phone the vendor from where the item was purchased. Please phone us directly." That was over two hours ago. I have been able to continue working while waiting for someone from customer service to pick up the phone, which is why I've hung in there, but I can only imagine how upset I would be were I sitting at home patiently waiting for someone in customer service to take me off hold and answer my questions.
I know this isn't a review on the product so much as the follow up service, but that's all a part of the experience, is it not? I want to trust this company to be there for me now and in the future and as this is the point of first contact, I'm left with a rather negative impression.
I'm going to continue to try and get through (perhaps today was an anomaly) and should the situation resolve itself, I will definitiely add an addendum to this review, but in the meantime...there's no bright light at the end of this tunnel.
UPDATE: 2-9-2012 - I'm updating my review because, after dealing with the delivery and setup issues, the bike itself turned out fine--so I'm upgrading my overall review from a two to a three--for the bike alone I rate it a four. I had a recumbant bike for years (from Horizon) that worked well. I purchased this new one mainly due to space issues. I didn't want the equipment to overtake the room where it resides and this one doesn't. It's compact for what it is and does the job. I get a good workout. The resistant levels are excellant. The bike is both quiet and smooth. The seating is comfortable. The only reason I wouldn't give it a five is because the heart monitor tool doesn't work properly. I actually expected this from having read a couple of the other reviews, but this wasn't as important to me as the distance, time and calorie burning functions, which I can only trust are acurate.
As far as the bike being delivered with a piece incorrectly installed from the factory--I ended up hiring someone to come and fix it as the person I was finally put in contact with couldn't make it out to my place for at least a week and a half after we spoke. (I had called him for about five days before he returned my call.) By then, I'd had the bike sitting, unused for almost three weeks.
So, my advice, if you do get this bike (which based on the equipment itself, I would recoomend) make arrangements, in advance, for one of their contracted guys to come out and put it together (unless you know someone who is savvy with machinery). The casing that houses the electrical tubing for the monitor is so narrow in its design you have to have someone with a little mechanical knowledge to assemble this without damaging the wiring. In fact, the manual stresses practically every other sentence to make sure you don't pinch, squeeze or shove the wiring. But the casing is so narrow, that seems impossible. The guy I hired took care of that as well.