I received my rowing machine on Wednesday 6th November after I unpacked the machine I noticed a peice of plastic covering had been broken of about 5" long so straight away I left a message for someone to call back. so on Thursday I rang back and spoke to someone who said they would sent e mail to technical support to contact me still nothing. So I sent e mail on Friday with my phone number and I'm still waiting for call or contact. so if you can't get them to contact you about broken cover what would happen if it was something major. So if you are thinking of buying from this company I would look elsewhere.