Purchased Smooth Fitness CE30XT Elliptical on Jan 2, 2013. machine arrived with a large chunk missing from the rear fly wheel, and other parts arrived without predrilled holes to assemble machine. I notified their service department on Jan 21st, where I was told to pake pictures of broken flywheel, and other defective parts. I did so right away on the same day, and received an email back from a customer rep., that he would talk it over with his supervisor and they would have a resolution right away. It's now February, 18th, nearly one month since my initial email to the service department and no one has contacted me to resolve the matter. I have made (3) calls to their customer service line, and they keep transferring me to 1.888.800.1167 ext 5552, whereby they place me on hold for a minimum of 17 minutes, then it clicks over as if someone has picked up the line, then I get a dial tone. I'm not sure if they are having many issues with their equipment being faulty, or their service department is non-existent? Either way, I'm very dissapointed, and have contacted my credit card company and filed a dispute! Too bad, because the treadmill I purchased from them over 3 years ago has worked great, which is why I went to them again...I guess you can't assume the quality, and customer service will always be the same:-(.