I have had excellent experiences with Titan in the past including quality equipment, fast shipping, and great customer service in the event of an issue. Unfortunately, this purchase has completely changed my perception. I purchased a lat tower on 8/9/2021 that was back ordered and supposed to ship 9/24/21. I finally called after Thanksgiving and was told it should ship soon to which I asked why I had to contact them and why no update had been provided from customer service standpoint. They offered $105 discount which I didn’t receive. The lat tower was delivered on 12/17 or so and a forklift skid had punctured the bottom of the crate, undetectable until after I had opened it, nearly every piece was damaged and more than half of the weights were missing including the top plate rendering the pile of components useless. I contacted Titan who insisted I file a claim with warranty department through email, requiring a full inventory of what was in my possession and pictures to support the claim. At this point I’m irritated at the situation because of the burden placed on the customer in having to do all of the leg work in filing the claim through email and conducting a full inventory, but I understand things happen and it’s not a big deal. What is a big deal is the way that Titan handled correcting the issue that was seemingly dependent on my efforts alone. Titan received new units and shipped them off to new customers while I housed a 6ft crate in my space for the next 4 months. I complained about not being made whole while new units were being sold and was given a $162 discount - I reminded them they promised $105 previously and never received it. I requested to keep the damaged pieces and have the missing parts shipped to me thinking it would be resolved faster. The only correspondence I received throughout the entire process followed after I would call or email and communication was still sparse. The unit went back on back order. In early March the unit came back in stock and I called again after hearing nothing and really pushed the issue. Joey Calabano handled it this time, I explained how I asked to speak with managers on 2 occasions and received no response. I explained how I was promised a $105 for the initial 12 week late shipment with no update and how I had been put on the back burner while new customers received units and how Titan’s customer service was essentially non-existent and I had to advocate for every aspect of the situation. Joey followed up through email, ensured I would receive a new unit and a freight company would pick up the damaged one requiring that I secure the damaged crate to be shipped. Additionally he applied the $105 discount from 5 months ago. I received my complete, relatively undamaged unit, on 4/1/2022 after ordering it 8/9/2021. In total I was discounted $267 which in my opinion does not address the amount of time I had to spend rectifying this situation - the 4 months I housed a massive crate in my 2 car garage - the terrible customer service - the fact that titan sold new units to new customers while my order remained incomplete. Updates and some communication from customer service would go a long way. The fact that I was ignored and disregarded is the biggest issue and the fact that no solution was offered until I pressed the issue speaks volumes about their value of customers. I am severely disappointed.