Wow! Connie, shame on you and your sweet little grandma who I get on the phone from time to time. I'm not sure how you do keep this company in business. In the back of my mind, I keep thinking, ""Hopefully my issue gets resolved before something shuts them down. I ordered a $1500 precor from them in 03/08, my credit card was charged immediately, but the machine was delivered 6 months later. I must of put in 10 phone calls till I finally got my machine, and on one of my calls, a gal who was new there(the employees seem to be revolving in and out) didn't know what to tell me so she transferred me to the repair guy in the shop (sweet Hispanic guy-who told me something fell on my machine right before it was being shipped) Ok, I can deal with that, I was thankful for the truth finally. But to my shagrin, even though they supposedly repaired it upon refurbishing it, my machine made an unacceptable clicking sound. So the company, dragged their feet to send a repair guy out. That took another prolonged 3 months, which didn't end up being a service. Turns out, the service man who had an account with them, confessed he has to wait and wait for payment from them and the company owed him some money from some time back, and was reluctant to even come to my house. So in the midst of that, I move and then it took yet Another 10 months for Innofit to set up a service for the machine. So fast forward to Sept. '09 (I've now had the machine for 1 1/2 years), and I get the 1st service repair guy out to my house to tell me that the bearing is cracked on it! So much for Innofit's ""like new"" guarantee! As a result after many many phone calls to them, (and boy-oh-boy, they sure do sound so sweet on the phone), they told me they were shipping my replacement machine 03/10, and I never received it! Called them again, and of course more excuses. Really Connie, this is so sad. I really feel sorry for anyone who comes walking into your very distraught ways and circus act that you guys perform. Thirty something phone calls, 15 emails later.........June, 2011, you guessed it. I have a broken machine, and a broken promise from Innofit.