Customer service representatives responded quick. My first order was replaced due to a shipping label issue which wasn’t inconvenient. However the replacement was lost in transit and only after I reached out after weeks did they send another replacement. The machine is solid, works well. I wish the hamstring curl portion wouldn't get stuck at the top so I can get a full range of motion (shortened contraction). Instructions are in Chinese and every nut/bolt is mixed in one bag. None of them are labeled. If you can follow blueprints it’s still a relatively easy build.