The Speediance arrived broken
The Speediance arrived broken. The right arm pulley didn't move and there was an error code on the screen, that Speediance said was a broken motor or drive board. Seems like serious issues for a new, expensive exercise machine. All customer service did, after taking DAYS to respond to multiple emails requesting a reply, or not responding at all, was tell me to self-repair and send videos of how to. One screw was too tight to remove without efforts that might damage the machine, and they kept telling me to take out the screw and that they would send a replacement screw, ignoring the screw wouldn't remove. They did not say it would be okay to use a screw extraction kit on it. They did offer to replace the machine after about 50 emails from me, at least 40 of which were ignored, but were non-responsive to my request to return. As this was ongoing, they changed their website information to say you must have photos of the PAPER BOX the 286 lb machine comes in that is undamaged to return or replace it if it arrives broken- this was not the original policy at time of purchase. I had set up to pay through Affirm, who effectively resolved the issue for me (they are amazing) by discharging the loan, after which Speediance finally stated I could return it for a refund. If they responded in hours, or at all, it would have been an improvement. They also only do threshold delivery, meaning to your doorstep, so living on a second floor condo without an elevator, every time a broken machine arrived I would have to pay a mover as it is big and heavy; the costs would add up and I have no trust in the company based on sending a non-functional machine and really, really lousy customer service. It would also be really hard to remove the 286 lb machine from the paper box without causing any damage to the paper box.