If I could give no stars for this company it would still be more stars than they should be given. I purchased a rowing machine from them and after a while the pulling cord snapped. This was not unexpected as it is, in my opinion, a consumable part which will deteriorate due to fair wear and tear over time. I contacted Powerhouse Fitness "Customer Service" (a misnomer if ever there was one) and was told that I needed to send an email to the Technical Department, telling them what the problem was and to include a photograph of the part and that they would get back to me and let me know if I could have one (their words). Lauren said she would email the address and added it could take up to a week for the technicians to respond as they were a bit busy. I sent the email as requested complete with a description of the part (as identified from the instruction manual), a photo of the part (to remove any ambiguity) and even the part number (from the exploded diagram in the instruction manual) Twenty days later I had heard nothing so I tried to make contact via their online chat. Forget that ... I was told I was 5th in the queue, then 4th and that the expected response time was 4 minutes. I waited 40 minutes, they didn't answer. So I phoned and eventually my call was answered. I explained the situation and the employee asked what my order number was. As nobody from Powerhouse Fitness had given me an order number I didn't have one. I said I didn't have one and the employee immediately cut the call. So don't expect any support or after sales service from this company. Judging from the number of negative reviews they have I am not the first and am sure I won't be the last. Customer Service? Don't make me laugh. If Powerhouse Fitness had invested any money in creating and training a customer service team they should demand a refund from the trainers and employee some monkeys instead!